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Shipping & Returns

Please note below policy applies for orders online only at FivestoryNY.com. Shipping & Returns policy may vary when shopping at a Fivestory location.


Complimentary ground shipping and returns on orders exceeding $500, pre-tax. This offer is applicable within the U.S. only, specifically to the 48 contiguous states.


Please be informed that clients will need to select their desired UPS delivery rate. Fivestory will ship orders based on the shipping option chosen by the client. Shipping rates are non-refundable.


We partner with UPS and FedEx for both domestic and international shipping, covering over 200 countries globally. Shipping rates, duties, and taxes are automatically computed during checkout based on your shipping destination. Typically, orders take approximately 2-7 business days to reach their destination.


Orders placed directly on Facebook or Instagram will be processed within 48 hours. Should a particular style be unavailable, it may take up to 72 hours to ship or alternatively, be canceled. Shipping speeds are determined by the service level selected during checkout. Complimentary shipping is dispatched via ground service and may take 2-7 business days for delivery depending on your location within the country.


Furthermore, any expenses associated with returning approved items will be the responsibility of the customer, including duties and taxes.


We do not accept returns on International Orders. All International Orders are Final Sale.


Please contact customerservice@fivestoryny.com with any questions.





To initiate a return, please contact customerservice@fivestoryny.com with your order number and return request. Please see return policy below.


Full Priced Merchandise: (excluding specified items)


Free returns for orders over $500. Returns for orders under $500 will incur a $12 restocking fee.


Full priced clothing, shoes, and handbags are eligible for refund within 10 days of delivery. Returns received beyond this period will not be accepted.


Fine jewelry, fur, scarves, and evening gowns may be returned if shipped back within 24 hours of delivery.


Preloved, swim, beauty, and home products are final sale.


Custom orders, special orders, and trunk show orders are final sale.


Orders may require an adult signature (21+) upon delivery.


Sale Merchandise:


All sale merchandise is final sale.




Fivestory does not process direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience. 


Refund Policy:


No price adjustments will be provided.


You will receive a refund in the form of the original method of payment of your order withing 2-5 business days from receipt of your return.


Additional Information:

Please utilize the original packaging whenever possible when returning items to avoid the risk of them being returned damaged and deemed unacceptable.


All returned merchandise must retain their tags, including hang tags.


Shoes being returned must be in their original box with dusters and must be unworn. Include any designer packaging provided, such as authenticity cards, dust bags, and leather tags, in your return.


Use the provided return label for your return. Please note that returns sent using a shipping method other than the label we provide cannot be guaranteed.


Fine Jewelry, Furs, Evening Dresses, and Gowns should be shipped via 2-Day shipping services to safeguard against product damage and expedite your return process due to the merchandise's value.

To qualify for a return, items must be in new, unused condition, maintaining their original state and with all Fivestory and designer garment tags still attached. Merchandise returned without the original tags will not be accepted and will be returned. Please be aware that a refund is not assured if the merchandise is found to be damaged, incomplete, or displays signs of wear.


Additionally, we will monitor repeated returns made by customers, and your account may be suspended as a result.


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