General
How do I place an order?
5 Pointz is an online retailer of urban streetwear fashion , most items you see online are available to purchase immediately unless specified. Simply view the item you wish to purchase, select an appropriate size and click on "add to basket" - Follow the instructions shown online to complete your purchase. Please note that in order to purchase from us you will need to pay by either credit/debit card.
Do you have a Shop?
Yes, you can visit us at 5 Pointz 18 Nelson Street Bristol BS1 2LE
Can I contact you by Phone?
Yes from 10am to 6pm 7 days a week are number is 01179450555
Do you do wholesale?
No we do not, we are a retailer and sell directly to retail customers only.
Tax
All product prices shown on 5 Pointz include VAT at the current rate of 20%.
Delivery and Shipping Info
Can I pick up my order from your shop?
Unfortunately it is not possible to pick up on line orders from our shop.
Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Can you leave the delivery at an agreed hiding place?
No, Delivery can only be made to the address supplied when placing the order and requires a signature on receipt.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
Do you to deliver to P.O. Box addresses?
No, we do not delivery to any form of Post Office Box.
I'm not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
I've only received part of my order, what's happened?
Occasionally we may sell out of an item that you may have been able to add to your basket. This will be refunded immediately and amended on your invoice. Please contact us if an item is missing and the invoice still states your full order details as sometimes mistakes can be made! We will then look into the matter further.
If part of your order is dispatched from our shop this will be noted on your invoice and you will receive it in a separate delivery.
Product Questions
Will you be getting any more in?
Unfortunately some items will be out of stock or be removed from the site altogether if discontinued, however for very popular items we do our very best to restock as soon as possible. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.
I need more information about a product
We try to include as much info as possible in our item pages, however if you do need more info just email us and we will do our best to answer your query.
I saw this item in an advert but cannot find it on your site
This means that the product is temporarily out of stock or has been discontinued. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.
The product I ordered is now reduced. Can you refund me the difference? Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.
How do I know if an item will fit me?
All clothing items have measurements listed of all available sizes for a given product. Simply scroll down to the bottom of the description to check which size is right for you.
Order Questions
Which Credit/Debit cards do you accept?
We accept pretty much all major credit and debit cards
I've just placed an order, can I change it?
This will depend on the status of your order. Please check your order information by logging into your account to find out the status of your order, it may be possible to amend your order if has not been picked and processed.
Please note: Due to the nature of our operation it may be possible that your order is processed before we receive or view your request. If this is the case then you will need to return your order back to us should you need to change an item.
Can I cancel my order?
This will depend on the status of your order. Please check your order information by logging into your account to find out the status of your order. Please contact us as soon as possible.
Please note: Due to the nature of our operation it may be possible that your order is processed before we receive or view your request. If this is the case then you will need to return your order back to us should you need to change or refund an item.
I need to change the delivery address of my order
This will depend on the status of your order and your account with us, this may be possible, please email stating your order number and details.
I need to return/exchange an item
Please refer to the RETURNS section or your account.
How long will it take to refund me?
Please allow up to 7 working days for a refund/exchange to be processed from the date we receive your returned package. Most returns are typically processed within less than half this time period.
Do I have to pay for return postage?
If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods
Do you refund the delivery charges for returned orders?
Delivery charges are non-refundable unless the item is faulty or has been sent in error by us.
You haven't replied to my query?
It is our policy to endeavor to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please contact customer care stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered 5 Pointz email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
Which countries do you deliver to?
Click here for more information on delivery locations.
When Will I be Charged?
When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card. If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).
You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact customer care quoting your order number and the required refund amount.
Please note: Delivery charges are non refundable (unless you have received a wrong or faulty item from us ) so you will be refunded the full value of the items returned less the delivery charge. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
How long do i get to report a non delivered item?
You can report an item as not delivered up to 21 days from the date of order. We give this time limit as any longer and it becomes very difficult to track down an item if it is truly lost. Our shipping agents give us just 30 days to report a lost or damaged item so we must do it within this time limit.
What is 3D Secure?
3D Secure stands for Three Domain Secure, which is the issuer domain, the internet domain and the acquirer domain all three work securely to reduce online fraud.
Both Visa and MasterCard have their own versions of 3D Secure; Visa call theirs "Verified By Visa" and MasterCard call theirs "MasterCard SecureCode".
3D Secure was introduced to combat online fraud which has increased since the inception of in-store Chip & PIN.
3D secure is an advanced fraud protection service for the web - requiring authentication from your bank via a password, much like Chip & PIN.
Why use 3D Secure?
"Verified By Visa" & "MasterCard SecureCode" protect customers from fraudulent transactions by ensuring that if your card is stolen, lost, or cloned, nobody else is able to use your card online without knowing a personal password that you register with your bank.
Who can use 3D secure?
3D secure technology is available to all Visa and MasterCard customers through either "Verified By Visa" & "MasterCard SecureCode".
How do I use it?
Using 3D Secure is very easy. After entering your card details you'll see a new page via a pop-up window or a new window within the current website with either the "Verified By Visa" & "MasterCard SecureCode" validation box. All you need to do is register a username and password for your account with your bank, or simply add your existing username & password if you already have one.
Once completed your order will process normally.
Alternatively, register your credit/debit card with 3D secure to make online shopping a safer experience. From here you can visit Mastercard and Visa websites , please use the relevant link to find your card. Click on the link for your bank and you will be redirected to that website where you can set up 3D Secure. This process is quick and simple.
