How to Return
Please note, this is the return policy for WEBSITE SALES ONLY. Please click here to view the Return Policy for the San Francisco store.
We know it's hard to buy things on the internet and we want you to be happy with what you purchase from fiveanddiamond.com. In the event that any item does not meet your expectations, it may be returned for credit (less shipping costs) or exchange, subject to item availability, within 14 days of the date you receive the package.
ITEMS THAT CANNOT BE RETURNED:
- One-of-a-kind art pieces
- Custom Made items
- Face Coverings / Masks
TO RETURN items purchased on www.fiveanddiamond.com:
- Reply via email to the invoice you received in your email with the reason for the return and how you would like to proceed (refund, store credit, exchange, etc).
- If you don't have access to that invoice, send us a message through our contact form - include the name of person it was purchased under and order # (if possible).
- Please do not call the store in regards to returning.
- Return regular priced, in stock merchandise (exclusions apply) within 7 days for refund. (You receive on Monday, we must receive back by next Monday. We determine this by the date on your tracking number.)
- Return regular priced or sale items within 14 days for in store credit.
- Shipping charges are non-refundable.
- Use a trackable form of shipping to return so there is proof of delivery for your own protection.
- Items must be unused, unwashed, unworn, undamaged and in the same condition they went out.
- Items that are FINAL SALE and cannot be returned for any reason are HEADGEAR Art Show, one of a kind art pieces, custom made items and masks.
- We advise you to try on your items right away to ensure you return on time.
- Shoes should be tested on carpeting as scuffed and damaged soles will not be eligible for return. They also must have their original box. Made to Order shoes are only returnable for store credit. Custom made shoes are guaranteed to be made in the provided measurements and cannot be returned for any reason.
- All returned items must be approved before being mailed back. For approval, please send your request by email by replying to the original invoice. Failure to notify us before you return will result in a 25% restocking fee.
- Within 7 days of receiving the package, you are eligible for a refund back to the same payment method you used for the amount you paid minus shipping charges. This means if you receive your package on a Monday, we must have the item(s) back in our hands by the following Monday for you to receive a refund.
- The date you received the item will be determined by your tracking number.
- All refunds will be credited with the original form of payment (i.e. on the same credit card).
- Items returned within 14 days will receive store credit for the amount you paid minus shipping charges. This will not expire.
- Sale items can be exchanged or returned for store credit only minus shipping charges.
- Sale items are defined as items already marked down, not items given a discount through a coupon code.
- Store credit never expires and can be used on www.fiveanddiamond.com or at our SF location.
- Store credit is not transferable and has no cash value.
- Five and Diamond reserves the right to reject a return if it does not follow our return policy (worn, damaged, late, etc).
- All items that do not qualify for return will be mailed back to the customer at the customer's expense or considered abandoned if cannot be returned.
- Returns are usually handled within 3 business days from the time we receive it but we reserve the right to take up to 10 business days to process the return.
- Customers are responsible to pay the return shipping on all returns.
- Five and Diamond will cover the shipping back to you if you are doing an exchange.
- If there is a mistake on our part, your returned or exchanged items will be shipped at no cost to you. We will gladly pick up your cost of shipping that item back to us just to show we are sorry.
- If you have any questions regarding the return, exchange or credit process, please contact us before ordering at firstname.lastname@example.org.
- Items purchased and used for a photo/video shoot or event without prior consent are not eligible for return of any kind.
- Use a trackable form of shipping so there is proof of delivery for your own protection. If we do not receive it and you do not have tracking proving that we did receive it, no credit will be issued.
We are a small, family business and we appreciate your support! Please be patient with us and your return. We will do our best to accommodate your needs, just be in communication about them!
Please click here to view the Return Policy for the San Francisco store.