Frequently asked questions
Secure ordering & payment options
Payment Options We Accept:
When will my credit card be charged? :
Your credit card will be charged once your order is processed to ship.
What if my credit card is denied? :
You will receive an error message immediately if there is a problem with processing your credit card. You'll have the opportunity to enter a new card number if this happens.
Please make sure your billing address matches exactly as it appears on your credit card statement, otherwise this will cause the transaction to be declined. Should this be the case, please re-enter the correct billing address. If there are any declined transactions on your account, please contact your bank for further information.
Returns & refunds
If you wish to return an item then you should email us at: firstname.lastname@example.org to notify us of the return within 5 days of receiving the goods. You should make it clear if you require an exchange or refund for the item.
Any items returned without prior notice in writing will not be accepted and will be sent back to the customer.
We will gladly accept your return for a refund or exchange within 14 business working days.
Returned items must meet these requirements:
· Returned within 14 business days of receipt of receiving your order.
· Unworn condition, free of make-up stains and free of odor.
· Shoes must be repacked in their shoe box(es) and placed in a protective box
· Items must be returned at the customer’s expense.
· You must obtain proof of postage just in case your order is lost on its way back to 5th and Weston. Failure to do so may result in us not being able to process your return.
If you need to return an item you can do so within 14 days of receipt.
Non-returnable items include (refunds/exchanges): Formal gowns, sale items, accessories, and undergarments including lingerie, swimwear and bodysuits. Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Shipping: Customer is responsible for shipping fees to send the return back to 5th and Weston and for re-shipping for exchanges.
Return Processing time: Once we have received your package, your return will be processed within 3-5 business days. You will be notified via email once your return has been processed. If you have requested a refund, please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 2-5 business days). Original shipping charges are non-refundable
You are only eligible for one exchange per item.
We require you to send a clear picture of the fault of the item and the package it was received in. If you are unable to do so, we will not be able to process your refund. We accept returns for exchanges and store credit. Please email us for more information.
Can I exchange sale items?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
How much does shipping cost?
UK 1st Class - Tracked & Signed For £4.50
UK Free Delivery (3-4 working days) Free
Europe - 1st Class Tracked & Signed For £12.00
United States & Canada - 1st Class Recorded & Signed For £10.00
Rest Of World - 1st Class Tracked & Signed For £19.00
This amount will be added to your order once you have reached the final stage of checkout.
How long will my package take to arrive?
UK paid delivery - 2-3 working days
UK free delivery 3-4 working days
Rest of World paid 5-10 working days
Please note, in addition to the shipping time is the processing time. Processing of your order can take between 1-2 working days. Each product has different processing times due to different warehouses where the items are stocked however, usually delivery is within a few working days.
Delays: there may be custom checks out of our control that could possibly increase the overall shipping time; we will do our best to keep you informed with any shipping delays.
On orders £30 or more!
UK Orders only
Standard shipping only
Other services available:
For customers that live in the specified areas we are able to deliver on the same day.
Limited to these areas in Essex only:
Brentwood, Romford, Elm Park, Hornchurch, Dagenham, Gants Hill, Woodford, Redbridge, Barking, Ilford.
Available on Fridays, Saturdays and sundays after 6pm
*Extra charges apply. Please contact us before you order.
We are active on emails 24/7 Monday to Friday. During the weekend responce. We aim to respond to all emails within 24 hours of it being received however during busy periods please note this can be longer.
For order enquiries: email@example.com.
A signature may be required on receipt of the parcel. Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures. Please be aware that your parcel can be delayed by customs in your country. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.Although we use reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delays.
Countries we deliver to
We deliver to every country.