We look forward for you to receive your order.
The Standard Shipping is usually around 12-15 days, depending on the country of destination and unless stated otherwise. The pieces will be dispatched from both our studios in London and Shanghai according to stock levels. Some of our pieces are made to order and they require a few days to be sent out. Please rest assured that you will be notified with a tracking number as soon as possible.
Please note that the delivery times are intended from the Shipping Confirmation date - also in case of Express Shipping, they are estimated directly by the couriers and they do not include unforeseen events.
If for any reason your purchase is not suitable, please note that 13:31 operates on a 14 days return policy. To receive a return address, please contact us via email at email@example.com or via chat. Please note that in order to initiate the refund process you will have to contact us directly.
In order to be eligible for a refund, the items have to be unworn and in the same conditions as received.
In case the order has been split in multiple parcels (this could be due to weight limitation or availability at different times), the 14 days apply to each parcel's delivery date individually.
Please note that the product must be shipped back to us at your own expense (you will be provided with a UK address).
We recommend to check each product measurement in advance, to make sure the sizing is suitable. If you would like to exchange an item or get a credit note, please contact us directly.
If you want to cancel your order, you must do so within 24 hours. If the order has already been shipped (or 24 hours have passed), we won't be able to offer a cancelation.
If the wrong shipping address is added, please note that we will not be held responsible should the parcel not reach you. Please make sure you double-check your details and you contact us in a timely manner to amend any mistake.
Please note for hygiene reasons we DO NOT return earrings or underwear.
We always make sure to check that what you are receiving is in the best conditions.
In the event of receiving an item with a genuine fault, please report this to us immediately -you can send over an email at firstname.lastname@example.org or contact us directly via the web chat providing pictures. At this point you may be offered a refund or a replacement. If a replacement is chosen then we will ship this to you at our own expense. If a refund is chosen, you will receive a separate email confirmation and the money will be credited back on the original payment method usually within 7-10 working days, according to your bank.
We kindly remind you that we won’t be liable of any VAT customs issued by the country of destination, as well as re-delivery of parcels forgotten at the post office. Please make sure to check the tracking information provided to avoid missing out on the delivery.
Payment of any duty and import tax is the full responsibility of the international customer. You will be responsible for paying the taxes and duties upon delivery of the order. We do not cover the cost of customs, duties and taxes that are regulated and issue by your government. We recommend contacting your local customs office for information regarding these costs.
From July 3rd, 2021 to comply with the new EU regulations all orders with value less than 150 EUR will include the VAT amount in the final price, meaning there won’t be additional expenses at customs. Orders above 150 EUR value will be handled directly at the destination country according to the local rates.
*If the recipient refuses the delivery due to a customs charge, the package will be considered abandoned and disposed of by the shipping carrier and therefore not eligible for a refund