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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, use the pre-paid label in each box to send us your unworn/unused merchandise. If we suspect that it is used or worn, or if there are any alterations or stains, we will send the merchandise back to you. Included in every package will be a simple return form for you to fill out. You have 10 days from the date you received your order to exchange or return for a full refund onto the original payment method used. After 10 days, you can receive a store credit. After 15 days, we will no longer accept the merchandise. Please contact customerservice@fivestoryny.com if you have any questions/concerns.

International shipping is $65.

We DO NOT cover the cost of shipping for international returns.

All sale merchandise is not eligible for return.

Special Occasion merchandise is not eligible for a refund. If returned within 10 days, merchandise may be exchanged or refunded for store credit only. Special Occasion merchandise will be clearly tagged.

How will I receive a refund?

Please contact customerservice@fivestoryny.com to receive a refund by 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 designer hang 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.


Can I make an exchange or return?

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

Fivestoryny.com is unable to offer online exchanges by mail. Instead we recommend placing a new order for the desired items, and returning eligible items for a refund. You may also exchange eligible items at our store.

Do you offer price adjustments?

We offer a price adjustment on full price items purchased up to five days prior to the start date of a seasonal sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request. All approved price changes will be credited to your FIVESTORY NEW YORK account in the form of store credit. 


Price Guarantee

We work hard to ensure the accuracy of pricing at Fivestoryny.com, but despite our best efforts, pricing errors may occur. In the event that a product is listed at an incorrect price due to a typographical error, Fivestoryny.com shall have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed and your credit card charged.

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 are only applicable in Manhattan and must be placed before 3:30 PM EST Monday-Friday to be included in the day's shipments.

Shipping Fees, Taxes, and International Duties:

Please note shipping fees are not refundable.

Please note that our standard shipping within the USA is $10 for all other orders. Includes free domestic returns. Our standard shipping rate for international orders is $50.00 USD, this fee is not refundable.

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, customs 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. If you live in Russia, we cannot deliver to domestic addresses due to regulations set by the Russian government.

In-Store Pick Up:

We offer free in-store pickup for all orders. As soon as your order is ready, we will send you an email confirmation letting you know that your order is ready for pickup. Please note that we cannot accept returns on items if they are left in the store without pickup for more than 10 days. 

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