- How do I contact your customer services?
- What is Five-O Store's refunds and returns policy?
- What do I do if I receive a faulty or damaged item?
- What payment methods does Five-O Store accept?
- Are there other ways to order besides ordering online?
- Do you have a size guide?
- Is it safe to use my credit / debit card online at Five-O Store?
- Does Five-O Store deliver to Post Office boxes?
- How will I know you received my order?
- How quickly will my order arrive?
- My order has not arrived what should I do?
- How much do you charge for shipping?
- Is my package insured?
- Will there be any additional Duties / Taxes payable on my order?
- Is my personal information kept private?
- How do I convert GBP Sterling into another currency?
- Where do I send my return items?
How do I contact your customer services?You can either email us at
shop@fiveostore.com anytime or call us on +44(0) 2380
223 899 between the hours of 9:00am - 5:30pm GMT Monday to Friday. If you call on
a weekend you can leave a message and someone will get back to you when we next
reopen for business. Alternatively you can write to us at Five-O Store, 69 Bedford
Place, Southampton, SO15 2DS Hampshire UK
What is Five-O Store's refunds and returns policy?
You can get a full refund or exchange an item for any reason for an alternative
product within 14 days of the original purchase (exceptions can be made for orders
outside of the UK). Please email
shop@fiveostore.com your order number, your name
and address, details of the product, reason for return and if you require a refund
or an exchange. We will then send you instructions. Items must be returned to us
as new with original packaging, tags and in a saleable condition*. Shipping charges
for the return of the goods will be paid for by you, we will also charge UK customers
a flat rate of £5.50 for P+P and handling (overseas orders will be subject to prices
and weight) to get the goods back to you.
For refunds please allow 5 – 10 working days for the amount to appear in your bank
account. This time frame is dictated by your bank or card issuer and is outside
of our control. Your refund will be credited to the same card with which you made
your original purchase. If for any reason this is not possible, (i.e. the card had
been declined or has expired) we will send a cheque to your billing address.
Saleable condition* - when trying on items of clothing, please ensure that you are
not wearing perfume / aftershave or a deodorant which may leave a scent or marks
on the item. Please also ensure that the environment is free of smoke and any strong
odours such as food cooking etc. We will be unable to accept the return of any item
where there is evidence that these instructions have not been followed. The item
must be returned in its original packaging with any enclosed documentation.
Due to technical processes used, it is imperative that each individual garments’
washing instructions are followed exactly as stated on the care label. Each garment
is wash-tested and quality control checked on each production batch prior to leaving
the factory. We will not accept returns that have been soiled, torn or damaged due
to incorrect washing.
WE REGRET WE CAN ONLY EXCHANGE SALE ITEMS IN THE 14 DAY PERIOD. WE DO NOT OFFER
REFUNDS ON SALE ITEMS.
What do I do if I receive a faulty or damaged item?
In the unlikely event that the item is sub standard or we have sent you the wrong
product please email
shop@fiveostore.com your order number, your name and address,
details of the product, reason for return and if you require a refund or a replacement.
We will then send you instructions.
For refunds please allow 5 – 10 working days for the amount to appear in your bank
account. This time frame is dictated by your bank or card issuer and is outside
of our control. Your refund will be credited to the same card with which you made
your original purchase. If for any reason this is not possible, (i.e. the card had
been declined or has expired) we will send a cheque to your billing address.
Five-O Store will pay the shipping charges for the return of faulty or incorrect
goods. These charges will be refunded to the card the order was initially placed
with.
What payment methods does Five-O Store accept?
SO15 Ltd t/a Five-O Store can only supply goods that are ordered through the fiveostore.com
website or by telephone. All payments including all shipping, handling and packing
fees must be made by either credit or debit card. Five-O Store cannot accept any
other form of payment such as cheques, postal orders or cash.
Are there other ways to order besides ordering online?
You can call Five-O Store on +44(0) 2380 223 899 Monday to Saturday between the
hours of 9.30am and 5:30pm London GMT. If you call on a weekend you can leave a
message and someone will get back to you when we next reopen for business. Alternatively
call in at the store: Five-O Store, 69 Bedford Place, Southampton, SO15 2DS Hampshire
UK.
Do you have a size guide?
All our sizes and dimensions can be viewed at this link…
Size Guide
Is it safe to use my credit / debit card online at Five-O Store?
To help ensure that your shopping experience is safe, simple and secure, Five-O
Store uses the industry standard Secure Socket Layer (SSL) technology. This encrypts
and protects the critically sensitive details you send us over the internet including
your name, address and credit card details. This encryption ensures that nobody
can read the information being sent between your pc and our website.
SSL technology not only encrypts information, it also assures your browser that
your data is being sent to the correct and secure computer server and it also checks
the data being transferred to ensure that it has not been altered in any way. When
you enter an SSL enabled area of the site you will see a padlock at the bottom of
your browser. This means that the information you enter here is protected.
SSL technology makes online purchasing secure, however if you are not happy to place
your order online you can call our sales line on +44(0) 2380 223 899 Monday to Saturday
between 9:30 and 5:30pm (GMT).
Does Five-O Store deliver to Post Office boxes?
Five-O Store regularly delivers to PO boxes around the world. However, we reserve
the right to ask for further identification at our discretion. If this is not provided
then we will not dispatch an order until this criteria has been fulfilled.
How will I know you received my order?
Five-O Store will send you a confirmation email acknowledging receipt of your order.
Five-O Store aims to provide a next day delivery service for all orders in the UK
and within 10 working days of the dispatch date for Europe and the rest of the world.
We only dispatch orders from Monday to Friday (excluding all UK bank holidays).
How quickly will my order arrive?
All UK orders for items held in stock placed before 9:00am are dispatched on the
same day. We dispatch all our orders by either Recorded First Class Royal Mail or
Business Post depending on weight. European and International orders are shipped
via either Royal Mail International or FedEx and take between 7-10 working days.
However, there may be circumstances beyond Five-O Store’s control which cause delay
and Five-O Store cannot be held responsible for any delays caused by Royal Mail,
Business Post or FedEx.
Unfortunately we are unable to offer a Saturday delivery. UK orders placed after
9.30am on a Thursday will be processed and dispatched on the Friday. In some circumstances
Royal Mail will deliver these items on the Saturday, but this remains at the control
of the postal service. During Christmas please make sure you check the news section
on the homepage for information on store opening times, web order processing and
delivery dates before you place an order. Five-O Store cannot accept responsibility
for customers who expect but don't recieve their orders during these times.
My order has not arrived what should I do?
You can either email us at
shop@fiveostore.com anytime or call us on +44(0) 2380
223 899 between the hours of 9:30am - 5:30pm GMT Monday to Saturday. If you
call on a weekend you can leave a message and someone will get back to you when
we next reopen for business. Please state your name, postcode and order ID. We will
get back to you asap with a tracking code.
Very occasionally, packages do get lost in transit. If this happens and the error
can be traced to us we will replace your order at no charge to you. However, if
your package has been delivered to and signed for at the specified delivery address,
Five-O Store cannot be held responsible and will not replace the items.
How much do you charge for shipping?
Delivery within the UK is dependent on the weight of the products ordered and calculated
by weight using Royal Mail tariffs unless the Fedex option is chosen and then calculation
will be by Fedex tariffs. Once you have selected your purchases, delivery charges
are automatically calculated and displayed on the checkout page.
For Overseas and European orders delivery charges apply to ALL items including clothing
sold on the website. Shipping charges are dependent upon type of delivery service
(FedEx or Royal Mail), weight and location. Once you have selected your purchases,
delivery charges are automatically calculated and displayed on the checkout page.
Is my package insured?
Not as standard but this can be arranged as an optional extra and at an additional
cost to you.
Will there be any additional Duties / Taxes payable on my order?
For overseas customers in Europe and the rest of the world the VAT will be deducted
accordingly at the checkout. Any import duty, customs and local taxes incurred will
be paid for by the customer in full. Five-O Store will always mark orders for overseas
true to the content and price of what is in the package, Five-O Store will not falsify
or provide misleading information in order for the customer to avoid paying any
import duty, customs and / or local taxes.
Is my personal information kept private?
All the information you provide to Five-O Store including your email address, delivery
address and credit card details are strictly private and confidential. Five-O Store
acknowledges that it is bound by the Data Protection Act 1998 and that it will not
disclose your details to any third party without your express written consent. As
a matter of good practice, we do not share any personal information with anyone
and we do not sell it to others.
How do I convert GBP Sterling into another currency?
All currency conversions can be performed free of charge
here at XE
Where do I send my return items?
All returns should be sent to the shop address:
The Five-O Store
69 Bedford Place
Southampton
SO15 2DS
Hampshire
