♦Pre-Playa Loft Sale 12/18/16 at The Chapel♦

FAQ

What is your Return Policy?
We understand that buying clothes over the internet can be challenging. We want you to have the correct fit and love your item. You can return your item in the same condition it went out in (unwashed, unworn, undamaged) within 7 days of receiving the item(s) for a full refund (minus shipping costs) with the exception of undergarments and sale items. You may return within 14 days for store credit. All sales are final on undergarments. Please contact us or reply to your invoice to arrange a return. All unauthorized returns will experience a 25% restocking fee. Items borrowed for a photo shoot or event without prior permission are not returnable. For the full policy and all the details on returning, see our Return Policy Page.

 

Do you loan for photo shoots or events?
We loan to approved projects for a fee. Please contact us in advance with the details of your project to be considered. Items purchased and used for a photo shoot or event without prior consent are not eligible for return.

     

    The item I want is sold out online, do you have it at the SF store?
    In general, our in store inventory matches our online inventory so if it is sold out online, it is also sold out in the stores and vice versa, if in stock online then it is in stock at the store. Click "notify me" to be emailed when the item is back in stock. Contact us before you visit to ensure the item is in the location you are visiting.

     

    Can I special order an item?
    Yes! Because we carry small designers that don't need to adhere to big factory minimums, often a special order is possible. Contact us to inquire about a special order. If it is available, it generally takes 2 to 8 weeks to be shipped. You pay for it when it is ready to ship to you (with some exceptions for discontinued, high end, or custom orders). This is sometimes better than being notified if you really want an item as we may not have plans to restock the item (or may not restock for a long time) but can order it for you.

           

          Can I custom order an item made to my measurements?
          Yes! We are now taking custom orders on our in house lines - Five and Diamond, Steam Trunk, Shawna Hofmann, and Jan Hilmer. All custom orders require pre-payment and take 4-8 weeks from payment to be crafted and received. Please contact us to inquire.

           

          Do you ship internationally?
          Five and Diamond ships worldwide. International customers please make sure to read our Policies page before ordering. Generally takes 1-3 weeks.
          Five and Diamond is not responsible for goods/packages once they leave our hands with the USPS post office. 

             

            What are your shipping options, policies, and prices?
            All shipping is calculated in "real time" rates meaning you pay the exact cost to ship depending on the service you select. To keep your shipping rate down, we do not add any extra cost or handling fee.

            Five and Diamond ships standard via USPS priority mail and UPS expedited services.
            Once your purchase leaves our hands through the US post office or UPS carrier, Five and Diamond is not responsible for any delays in shipping caused by USPS or UPS.
             
            For policy information, please review the “shipping” portion of our terms and agreements.
            Next Day or 2nd Day - Often we find that USPS Express mail is not the most reliable as a “next day” method. If you need to guarantee your items for next or second day delivery, please use the UPS option. (When choosing Next Day UPS, if placed before 12pm, it will arrive at the next week day. If Friday before noon then Monday.)

             

            Can FedEx be used as an expedited shipping option?
            If you would like to use your FedEx account for expedited service, please contact orders@fiveanddiamond.com to arrange it. We do not offer FedEx as a shipping option automatically. 

            Do you offer in store pick up in San Francisco?
            It is possible for us to arrange an in store pick up for you. Please email us to inquire whether or not the items you are wanting are available, at which location and at what time. If the timeline works for you then we will give you a coupon code to remove shipping costs.
            Do you wholesale?
            We now at offering wholesale on select designs from our in house lines - Five and Diamond, Steam Trunk, Shawna Hofmann, and Jan Hilmer. Please write to wholesale@fiveanddiamond.com to inquire.

               

              Do you have a mailing list?
              Absolutely, just plug in your email at the bottom of this page! We will send you coupon codes, let you know when new products arrive, and invite you to the amazing events we do. 

                 

                What payment types do you accept?
                We accept payment by all major credit cards, Amazon payments and PayPal. No Cash on Delivery (COD) or alternate payment method.

                    

                  Why can't I place a phone order anymore?
                  We don't have any protection with a phone order so all non-local sales must go through our website or PayPal.

                     

                    Do you have a size chart?
                    All the designers size differently. For those designers that have size charts, there will be a link on the product page to the size chart. For those who do not, we try to list sizing in the description. If you do not see size info for a product you are interested in, please email us your measurements and we will let you know which size would work best for you.

                       

                      Is your question not here?
                      Please contact us and we will do our best to help you ASAP! 

                       

                       

                       

                       

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