FAQs

Account

I am trying to log into my account but it says I have no account.

Super sorry you are needing to deal with this annoyance, this means you made an order in the past and checked out as guest. To remedy this, create a new account using the email you used to make your past order. (Look up your past invoice in your email if you are unsure what email address you used.) If you still cannot get it to work, please contact us for an account activation link.

I have questions about the Rewards Program.

You can view details and FAQ on the Rewards Program here. You can log in to your "Treasure Trove" by clicking the icon hovering in the bottom right corner of the page.

Do you offer layaway or installment payments?

Yes! You will receive an option to pay through ShopPay when you check out. When you use it, you will pay 25% now and 25% every other week until paid off.

There is no additional fee to you, no late fees and no interest fees.

View full FAQ on ShopPay installments here.

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.

Policies

What is your Return Policy?

Please note, our in store return policy is different than our website 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 sale items. You may return within 14 days for store credit. All sales are final on Headgear Art Show, one of a kind art items, custom made pieces and MASKS. 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 items purchased on www.fiveanddiamond.com, see our Return Policy Page.

For information on returning items bought in store (510 Valencia Street), please visit our in store return policy.

What are your General Policies?

You can read all our Policies here.

Shipping

Can I pick up my order at the San Francisco store?

Yes! Use coupon code PICKUP to remove the shipping costs and just add it into the comments of the order that you want to pick it up. Please wait until we confirm it's ready to come pick it up. Call us if you need it faster than we are responding at 1-415-255-9747. (P.S. If you use this code but need it shipped, we will send you an invoice to pay the shipping costs.)

How often do you ship?

We usually ship web orders 3 times a week on Mondays, Thursdays and Fridays. If something is urgently needed, it's possible to ship faster, contact us here to inquire.

Do you ship internationally?

YES! Five and Diamond ships worldwide through USPS Priority Mail International and we now offer a discounted First Class Shipping Option. It generally takes 1-3 weeks but can take more depending on your country.

Note - you are responsible for all customs fees and taxes that your country charges.

What are your shipping options, policies, and prices?

FREE SHIPPING ON ORDERS OVER $150 IN THE USA OR CANADA - the free shipping is USPS Priority Mail service for within the US and First Class International for Canadian orders.

US customers can choose to expedite through USPS Express Mail (1-2 day service) or UPS Overnight.

You can read more in depth about shipping here. For the nitty gritty policy information, please review the “shipping” portion of our terms and agreements.

Can I use my own Fedex account?

Yes but we do not offer FedEx as a shipping option automatically. If you would like to use your own FedEx account for expedited service, please do one of the following:

- Email us at orders@fiveanddiamond.com
- Call us at 1-415-255-9747.
- Put your Fedex Account number in the comments with the shipping type you want. We will refund any shipping you already paid.

General

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.

I see an item I want online, do you have it at the SF store?

It's possible but it may not be on display or available when you arrive. However if you contact us in advance, we can pull it out for you and have it waiting for your arrival. Contact us before you visit to ensure you get what you want when you want it. :) Or purchase it through the website and use coupon code PICKUP to remove shipping costs.

Can I special order an item that is sold out?

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. 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?

Unfortunately we are not accepting custom orders at this time.

Do you wholesale?

We are not currently taking new clients but write to wholesale@fiveanddiamond.com to get on the waitlist. Please send your store information including website and social links.

Still need help? Send us a note.