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DELIVERY & RETURNS

Returns & Exchanges

Can I return items I have purchased on Fivestoryny.com?

Yes you can! If you are not 100% satisfied with your purchase for any reason, just call or email us to get the return process started. You have 14 days to return an item for a full refund. Please contact customerservice@fivestoryny.com to return/exchange an item and we will send you a RMA and free shipping label.

How will I receive a refund?

You will receive a refund in the form of the original method of payment. Pre-Orders placed across multiple cards will be refunded to the same cards used, regardless of the cards being removed from the site, cards expiring, or updating card information.

Can I return an item if I have removed the labels?

All items must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials, including our tags and designere hanging tags. Other designer packaging such as belts, dust bags, authenticity cards, and leather tags should all be included where provided.

Any returned products which are damaged, do not include the packaging materials, soiled, or altered will not be accepted and will be returned to you. Refunds or credits will not be processed until the item are returned and inspected by us.

Some Tips:

  • Shoes should be tried on over a carpeted surface to prevent scratches to the soles. All shoes must be returned in their original shoe box. Shoes returned without the original box, a damaged box, or marked soles may not be accepted and will be returned to you.
  • Please do not remove the labels from any items.
  • Trying on swimwear or underwear? Keep the stickers on!
  • Please be careful when trying on clothes. Lipstick, makeup, and deodorants all tend to stain.

Are any items exempt from returns?

We cannot accept any product returned outside of the 14 day return policy. In addition, we don't allow returns or exchanges on any fine jewelry or any other items that may be described as "final sale" on the website.

Can I exchange items I have purchased on Fivestoryny.com?

Exchanges on items are available. If exchanging for the same item in a different size or color, you will not be charged reshipment of the item to you.

However, please note that if you are exchanging for a different item, we will have to charge you the additional shipping fee. If the cost of your new item is less than that of the item you originally ordered, your original method of payment will be credited to the price difference, minus the applicable new shipping fee.

If the cost of your new item is more than that of the item you originally ordered, your original method of payment will be charged the price difference, in addition to the applicable new shipping fee.

What if you don't have my size if I want to do an exchange?

We are sorry, if we cannot accommodate your request for a different size or color. Our curated collection gets sold out quickly, so while we are try to accommodate all exchange requests, sometimes we cannot fulfil your order. We will offer you a full refund if we cannot do an exchange of your item in a different size or color.

Can I make an exchange or return at your store?

All exchanges and returns are complimentary at our Madison Avenue store.

Do you offer price adjustments?

Sorry, we do not offer price adjustments.

How do I ship items?

We prefer our products are returned to us using FedEx, UPS, or DHL, or a reputable New York City courier service to ensure the products are protected and insured. However, you may return goods at your sole risk and expense using any safe and secured means. Please note that we may not accept liability for any good returned to us outside our own label returns. Returns may be sent to this address:

Returns and Exchanges
Fivestory New York
18 East 69th Street
New York, NY 10021

Shipping Policy

We offer a variety of shipping options to meet your shipping needs. Please check the shipping options at checkout for specific delivery options and fees. No C.O.D. orders can be accepted.

Please note that the posted shipping time frame, if provided, may vary from item to item. The posted shipping time frame is contingent upon credit card approval and may be delayed should we experience difficulties in obtaining authorization. These shipping terms, including the terms set forth in any shipping guidelines we may now have or may later adopt, are accepted by you by placing an order with us.

All orders are dispatched with ‘No Signature Required’ and may be left at a residence deemed safe by the delivery company. We are not responsible for any loss or liability or damage that may result from leaving your package at the shipping address without a signature. If you prefer to have your order shipped with ‘Signature Required’ please contact us at customerservice@fivestoryny.com so that we may make arrangements.

We are not responsible for any international shipping delays caused by the customs clearance process.

Please note that the "Same Day Delivery" & "Overnight Delivery" options must be placed before 3:30 PM EST to be included in the day's shipments.

Shipping Fees, Taxes, and International Duties

Please note that our standard shipping within the USA is $10.00, and includes free domestic returns. Our standard shipping rate for international orders is $50.00 USD.

If you are shipping within the United States of America, sales tax will be charged on orders shipping to New York State and California. For preorder Products, this tax will be charged at such time as the Product is ready for shipment and for all other Products, this tax will be charged at the time you place your order for the Product.

No other tax or import duty will be applied to orders shipped within the United States.

If you are shipping outside the United States on a DDP (Delivery Duty Paid) basis, import taxes and duties may be automatically applied at the time of checkout, but we may now or in the future permit shipping on a DDU (Delivery Duty Unpaid) basis, where no taxes or duties are charged by us (and you will be responsible and liable for all import duties, customers and local sales taxes levied by the country you are shipping to). For preorder Products, all relevant shipping fees, import taxes, and duties (if applicable) will be charged at such time as the Product is ready for shipment and for all other Products, such shipping fees, import taxes, and duties will be charged at the time you place your order for the Product. The costs of shipping and any import taxes, and duties paid are non-refundable.

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