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We use Interlink Express, DPD and Royal mail for our deliveries.
UK Interlink is a next business day delivery service . If ordering after 3pm your order will not be shipped until the subsequent day. If ordering before 3pm on a Friday your order will not be delivered until the Monday. If you order after 3pm on Friday you order will be shipped out Monday for Tuesday Delivery. however weekend delivery is available at extra cost. This can be selected at checkout. Please see tariffs on UK shipping costs page.
Europe: 2 - 6 day delivery, depending on where you live in Europe ( all parcels are sent by DPD services )
Outside of Europe: 2 - 9 day delivery, depending on where you live. ( please ref the international shipping page to see what applies to your destination )
For UK shipping costs please refer to our UK SHIPPING COST PAGE
For International Shipping please refer to our INTERNATIONAL SHIPPING PAGE
Should Interlink Express & DPD not be able to obtain a signature at your address they will return your parcel to the nearest depot. They will leave a card detailing how to proceed with regard to redelivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to 5 Pointz. Please note, DPD have different procedures for different countries.
Should Royal Mail not be able to obtain a signature at your address they will return your parcel to your national postal service within your country. Please contact your national postal service to organise redelivery of your parcel.
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.
If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.
Orders placed over the telephone must be shipped to the billing address.
If the order has already left our warehouse, then the delivery address cannot be changed.
Your tracking details will be emailed to you when your order is dispatched. You can also track your order in your my account page area by simply clicking the orders tab and click the tracking link.
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipping costs, customs charges and handling fees will all be deductible from any refund due.
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
We accept the following card payments: KLARNA (Read more here) Mastercard, VISA, Switch / Maestro, American Express, Visa Debit, Delta and Electron and PAYPAL
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.
We only accept GBP at the moment but we will be introducing other currencies this year. We do have a approximate currency conversion which is located at the top right hand side of the website. You can see conversion in US Dollars, Euros and Yen.
Your card will be charged at the last stage of the checkout. We will run a few security checks and then your order will be sent to the warehouse for picking.
We accept valid 5 Pointz gift vouchers in store. Unfortunately we are unable to accept these vouchers online. Unfortunately we currently do not offer Online only gift vouchers. This is something we will be able to offer in the near future.
Yes. You can use Store Credit and PayPal. We do not accept cheque or store cards.
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
All of our products are 100% Authentic. We buy everything direct from either the Brands or their distributors.
We try and restock products where we can, but a lot of our products are limited and once they are sold they've gone. We try to keep our products fresh and are constantly adding new stock weekly.
With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email, or call our web team on 01179450555, they will be happy to help
Yes we do! Please see our PRICE MATCH PAGE
We offer our customers the chance to purchase certain limited styles prior to release. Payment is taken at the time the order is placed and guarantees the goods will be shipped immediately once the product arrives into stock. Due to the nature of some of these releases we cannot always confirm when the goods will arrive into stock, however, we will endeavour to keep you updated on the progress of your order.
We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email, or call our customer service team on 0117945055. They will try to provide you with all the information you require.
As an online business our prices change in accordance with trends, customer demand and stock availability; we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first.
Customers ordering from outside the European Union will receive a 20% VAT discount on their order. This is applied at checkout once your delivery details are complete.
You should receive a Order Confirmation email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediately. If you haven't received an email, then please check your SPAM filter first and then contact us.
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email, or call Customer Service team on 01179450555 for assistance.
We will always do our best to change orders but we can make no guarantees.
Firstly we would like to apologise, but we are only humans and we do make mistakes. Please contact CUSTOMER SERVICES immediately so we can help resolve the issue.
Please see our RETURNS PAGE for full details
If you no longer want your items, you have 14 days from the date of purchase to return it to 5 Pointz. If you live outside the UK you have 28 days.
They must come back to us in original condition. This means UNWORN, ALL LABELS attached, in ORIGINAL PACKAGING.
UK Customers: You have 2 options to return, either use our free Collect Plus service or you can return your goods on any signed for courier service. Please note we can not take any responsibility of costs via alternative service other than Collect Plus. We will deduct a £3.99 charge from your order when using Collect Plus when returning sale items/orders.
Please note when using Collect Plus there is a 2-5 day processing time for all refunds or exchanges.
Outside of UK: We do not offer a returns service outside the UK. You are responsible for returning all items to 5 Pointz.
Please look at our RETURNS PAGE for more information.
Once your item has arrived at our warehouse, we aim to process it within 24 hours. Occasionally at busy times there is a delay on this, but we will email you as soon as we have Refunded or Credited you. If not you decide not to use Collect Plus we suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Once you have received your email stating that we have processed your refund, your refund should show in your account between 1-5 working days depending on who you bank with.
5 Pointz offer FREE returns to UK customers only with Collect Plus. Please see RETURNS PAGE for further information.
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.