Customer Service

Payment Options & Terms

Before you make your online purchase, it is important to note all prices are shown in Australian Dollars
($AUD) and all transactions and shipping costs will be calculated and processed in Australian Dollars.
If you reside outside Australia, you are encouraged to visit for an online currency

In order to make a purchase, you must first register as a VIP shopper. Shop Thirteen accepts Paypal or
bank deposit into our nominated account. If you choose to use direct deposit payment methods, your
purchases will not be shipped until payment has been cleared and accepted. Please see our Privacy
Policy for details on credit card security measures.

Shipping & Delivery

Shop Thirteen delivers around the globe. We use Australia Post - "parcel post" Australia-wide.

We have a flat rate for delivery of $10.00AUD within Australia and the rate for International orders will be charged according to the country zone. Shop Thirteen offers free shipping for all orders over $150.00AUD and occasionally offers free shipping with various promotions.

Tracking your order

Each order that is shipped is issued a unique tracking number that will be available on your order screen in the "My Account" section. This tracking number will also be emailed to you when your order is shipped.

Exchanges and Store Credits

Shop Thirteen has a fair and flexible policy in place for exchanges, returns and Store Credits to ensure every
Shop Thirteen customer can exchange an item if it does not fit, or receive a Store Credit in the unlikely
event an item is damaged or faulty in any way. Our full policy is outlined below:


As we endeavour to ship purchases as soon as possible after an order is received, we will only accept a
cancellation by you if we receive written notice of your intention to cancel before the items have been

Once your order has been dispatched we are unable to cancel your order and you must then follow our
returns procedure and return the goods in new and unused condition to receive a credit note for the
same amount.

Purchases can only be made if they are intended for personal use. We therefore reserve the right to
cancel an order if we deem it is intended for commercial resale, or any other inappropriate nature.


One of the best things about shopping online at Shop Thirteen is that if you decide your recent
purchase is not quite right for your wardrobe and simply change your mind, we will gladly accept
returns within seven days from date of delivery and provide you with a Store credit note for the value of
your purchase provided the goods arrive to us in perfect condition, have not been worn, have not been
washed and have the original tag/swing tickets attached.

You must notify Shop Thirteen of your intention to return an item within seven days of delivery by


One of the uncertainties about online shopping is the fact you don’t get the opportunity to try on the
garment to check the size before it is purchased. At Shop Thirteen we have eliminated any uncertainty
because we will happily exchange the item for a different size or colour (subject to availability) if
the item has not been worn, washed or damaged in any way. Items must be returned in their original
condition with the original tag/swing ticket attached for exchange to be considered.

Shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be
returned unmarked and in their original, undamaged shoebox as this is considered part of the product.
Shoes that are returned without a box, in a damaged box, with marked soles or show any sign of wear
may be sent back to the customer.

Jewellery and Accessories can be exchanged. Shop Thirteen provides detailed Style Notes for all
accessories to assist with your selection.

Faulty Items

We will happily offer a full refund in the unlikely event your goods are faulty or damaged, provided
they have not incurred damage through your own fault. You must adhere to all washing, laundering and
fabric care instructions otherwise we will not be able to honour a refund if the item has been damaged
in any way due to negligence on your part.

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs
within six months of purchase. Please note items that are damaged as a result of wear and tear are
not considered to be faulty. We will endeavour to repair any faulty item or replace it with the same
product, subject to availability. If you need further information on any item please feel free to email us

Unfulfilled Orders

To minimise the risk of an advertised item being unavailable, we pride ourselves on keeping an up-to-
date computerised inventory of all items stocked in our e-boutique.

Once a particular item, size or colour sells out, an automatic SOLD OUT message will appear next to
the item immediately. If for any reason Shop Thirteen is unable to fill your requested order, you will
be notified by email as soon as possible (no later than 2 business days) and we will conduct a payment
reversal if the transaction has been processed. We will do our best to offer you an alternate product or
contact the designer to request a special order if required.

Gift Returns

If you have received an item as a gift but it is not your style, you may exchange it for a store credit.
The amount is automatically deducted from your next purchase and will not expire. Please be aware
that you may need to pay any cost difference, additional shipping, taxes and import duties.

To arrange a gift return, please email

Special Requests

We are happy to try and source additional sizes from our designers if your size has sold out. If we are
able to assist you with your request we ask for a 30% deposit to secure the order and there will be no
returns or refunds.

Gift Certificates

If you are looking for the perfect gift, consider a Shop Thirteen gift voucher. You can choose your
preferred denomination and they come beautifully gift-wrapped. To order a gift voucher go through the
contact us page.

Promotional Codes

If you have received a promtional code, enter your code during the checkout to redeem.

Privacy & Security

Shop Thirteen is fully committed to providing a secure website and shopping environment and to
protecting your privacy. In accordance with the Privacy Act 1988 and the December 2001 amendments
to the 'Act', any personal information collected through Shop Thirteen will be handled with the strictest
confidence, stored securely and never on-sold or shared with any third party.

Shop Thirteen collects personal information at various points of the website navigation. The
information collected through this website remains the sole property of Shop Thirteen and will not be
sold to or shared with any other organisation or third party. Information such as email and shipping
addresses, and name details will be gathered through your membership registration.

When you register as a VIP member or VIP shopper, any personal information provided such as email
and delivery address, phone numbers etc will remain strictly confidential.

No credit card information is stored by Shop Thirteen. The payment system uses PAYPAL.

Due to the nature of the Internet, there is certain information that is automatically logged during your
navigation of the Shop Thirteen website. This information can include your IP address and the browser
that you are using, however the information gathered is purely statistical and is solely used to further
develop our site and improve our systems and practices. The information gathered in this manner is in
no way linked to any personal information collected through membership or purchasing processes.

Shop Thirteen contains links to other websites, however we are not responsible for the security
practices, privacy policies or content of any external or affiliate sites.

As a member of Shop Thirteen, you will receive monthly email updates in the form of our Shop
Thirteen eNews. The contents will relate to fashion, style, beauty and industry news and will also keep
you up-to-date with any promotional offers or Shop Thirteen events. You will have the ability to 'opt
out' from receiving this material at any time.

Feedback and Testimonials

At Shop Thirteen we love to receive feedback about your online shopping experience as it helps us to
improve our business so we can provide the best possible service for our customers.

Please feel free to provide feedback or testimonials on your shopping experience. Enter feedback
through the Contact Us page. If you have a photo of yourself in your new outfit, we would love to see

Contact Details

Call or email me for a chat and we can discuss your budget and where to start!
Kelly Wilcox
tel: 0416 316 115