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Frequently Asked Questions


1. What payment methods are accepted at Fivestoryny.com?

We accept all major credit cards including Paypal and Amazon Pay.

2. Which countries does Fivestory ship to?

We ship to all countries.

3. Does Fivestory take international orders?

Yes, we accept international orders. Please see our Delivery & Returns section for more information about shipping rates.

4. Are items in my shopping bag reserved?

Items in your shopping bag are not reserved and can be purchased by another customer at any time.

5. What can I do if I want to purchase an item that is sold out on the site?

Please contact customerservice@fivestoryny.com or call 212.288.2600.

6. How can I pre order an item?

Items for pre order are labeled on the site. If you want to pre order an item you will need to give a 50% deposit and the rest will be charged when the item is shipped. See our Terms & Conditions section for more information about pre order payments and shipping.

7. When will my pre order item be shipped?

Expected delivery time is specified on each product description. Please be aware that because of the “pre-sale” nature of such transactions, you should expect a wait period of approximately four to six (4 to 6) months between the date you place your order and the date that the product is ready for shipment, and that pre-order delivery dates are not assured and may be subject to delay.

8. How can I purchase a gift card?

You may purchase a "Virtual Fivestory Gift Card" in our online shop. If you want to purchase a gift card in an amount not listed, please email customerservice@fivestoryny.com or call 212.288.2600. If you would like to use an existing Fivestory Gift Card - purchased in-store - for an online purchase, please email customerservice@fivestoryny.com; we will verify your gift card amount and activate its online use.

9. How do I make my order a gift and have it wrapped?

You have the option to make your order a gift at checkout and add a gift message in the Note to Merchant box.

10. How long will it take for my order to be processed?

Once you place your order allow 2-3 business days for your items to be shipped. You will receive an email confirmation shortly after placing your order. Once your order ships, you will receive an email with tracking information. Orders placed on weekends will be processed the next business day.

11. How can I track my order?

Once your order has shipped you will receive a confirmation email with your tracking number.

12. Can I change my shipping address?

If your order has already been shipped you will not be able to make any changes. We can only change the shipping address of an order if it hasn't been shipped. If you want to make any changes please contact customerservice@fivestoryny.com or call 212.288.2600.

13. Can I cancel my order?

You may cancel your order before it has been despatched. You may contact customerservice@fivestoryny.com or call 212.288.2600 EXT 15. If your order has already been shipped you will not be able to cancel your order.

14. What is fivestoryny.com return policy?

Fivestory accepts returns/exchanges within 10 days of receiving the order. Fine Jewelry is FINAL SALE. Please see our Delivery & Returns section for more information.

15. How do I return an item?

To return your un-worn item, please use the pre-paid label included in your shipment and fill out the simple return paperwork. Please include the original packaging and tags. See our Delivery & Returns section for more information.

 

17. When will I receive my refund?

Once we have received your returned order and your refund is processed, you should see the refund on your bank statement within 5-10 business days, depending on your financial institution. Please note we are only able to refund the original card used to place the order.

18. How can I process special delivery requests?

Upon checkout, you may select "Same Day Delivery", "Overnight Delivery", or "In Store Pickup." Please note that in order to process "Same Day Delivery" and "Overnight Delivery" options on the date of placement, we must receive the order before 3:30 PM EST. Please also note that the "Same Day Delivery" option is only valid Monday-Friday. If you do place an order and select "Same Day Delivery" on Saturday or Sunday, your order will be delivered on Monday. Same day delivery options are only available in Manhattan.

19. Does Fivestory offer price adjustments?

Price adjustments for items purchased prior to the commencement date of a sale will not be offered.

20. Why was my order cancelled?

It is a possibility that your order was cancelled because the item was sold. In that event, we will reach out to you to see if we can offer you a substitution. Otherwise, we will cancel the order. We may also be able to reach out to the vendor to see if they have additional stock and ship to you directly. In the case that the item is out of stock, we will contact you as soon as possible.

21. Can I use multiple discounts on my order?

Unfortunately, you cannot use multiple discount codes at checkout.

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