Returns 

We will accept returns for any reason, and issue a refund or store credit. Anything that has been purchased online can be returned to our closest warehouse, depending on your location. Within 30 days, orders may be returned and we will issue a refund. To send the item back please contact customer service on orders@5ivepillars.co within 30 days to receive instructions on how to send it back.

  • All products must be returned within 30 days of receipt.
  • All products must be unworn and unwashed.
  • All products must have all original 5ivepillars tags still attached.
  • For hygiene reasons, underwear briefs, bodies and pierced jewellery cannot be returned or exchanged unless faulty.
  • Shipping back to our warehouse is at the customers’ own cost.

If you do not like your new purchase, you may return the item(s) for a full refund of the purchased price, by mail to one of our warehouses. We only accept undamaged, unaltered, unsoiled, unused, unworn and unwashed products (other than to try the product(s) on and in the same state that it was sold to you). For hygiene reasons, underwear briefs, bodies and pierced jewellery cannot be returned or exchanged unless faulty. Please note that where possible, any labels or tags must remain intact and attached. The product(s) should be returned in or with its original packaging.

 

Exchange and Refunds

We are happy to offer an exchange or refund when the product is defect, we will offer exchange for unworn items returned in their original condition and packaging, within the given timeframe. Please be aware that all responsible return costs are applicable by the customer. We are not responsible for any lost items due to inaccurate shipping information provided upon placing the order. Refunds and exchanges will only be given on items returned within 30 days of receipt of the order. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. In addition, underwear briefs, bodies and pierced jewellery cannot be returned or exchanged. As soon as we have received and approved your return, it will take approximately 7 to 10 business to process your refund.


Late or Missing Refunds


In the event that you haven't received a refund yet, first check your account balance with the payment method you used. Please note that it always takes some processing time before a refund is issued. In the event that you have already contacted your payment carriers and banks and regardless you have not gotten your refund yet. Please get in touch with us on our email orders@5ivepillars.co



Standard Refund Method


Refunds will be issued the same method of payment and the same credit or debit card as the original purchase (except for gift cards and e-gift cards, in which case you will be refunded a credit onto a new gift card). Shipping charges and sales tax on shipping are not refundable.



Faulty Items


We will return a product for faulty if it has failed to live up to its life expectancy and is covered by our warranty policy. The warranty policy is dependent on the product category and reason for failure. We will not return a product for faulty if it isn’t covered by our warranty policy or if it the product was damaged whilst being used in a way that it was not intended. The intention of use is at the discretion of 5ivepillars and will be judged in a reasonable way. If you have received an item which is faulty, or the incorrect item in your delivery. We will help you rectifying this as soon as possible. Please email to orders@5ivepillars.co with the image of the item showing the fault, a description of it and your order details.



Damaged goods during shipment


Make sure you check your item(s) once you receive your package. Shipping is done immediately when you order any item at 5ivepillars LLC. Any harm from delivery must be accounted for to us within 30 days of receipt of the item(s). In the event that you get your item(s) and it has been damaged during shipment, please email to orders@5ivepillars.co immediately. Include an image and description of the damaged goods. This information is very useful to us in ensuring that our items are bundled and sent appropriately. We will issue a refund for the damaged goods and you can make the order again.