THE5TH - FAQ Page
ASK US A QUESTION
Got an order issue? An account problem? A question to ask? For that and any other troubles, you’ve come to the right place. Check through the list below or get in contact with us.
We are working hard to get your orders to where they need to go. However, due to flight cancellations and government restrictions we are experiencing some understandable delays between 2-4 weeks so, it will take a little longer for your order to arrive. Hang in there 5TH fam, as your watch will be worth the wait.
We are dispatching all online orders as per usual. However, due to the limited work capacity of our AU warehouse, all orders are now shipping from the US. If there are any issues with your order, we will be in touch.
Our US warehouse is operating and shipping out orders for you. They are running at full capacity to keep up with demand and have implemented cautionary measures, to help reduce the risk of their employees and beyond. Please note, these cautionary measures may increase processing times, but as always you will receive a tracking confirmation email once your order has shipped.
Our Team Members
We have joined the global WFH crew. We have all been getting extra creative and focusing on ways to serve you better, so email us at firstname.lastname@example.org and let us know what you would like to see from us.
Passwords and Accounts
What is a 5TH VIP member?
Great question. A 5TH VIP member is someone who is up for, and down with, trying anything. They basically want to experience all the things. As a 5TH VIP member, you’ll have your own account with first access to all the fun stuff: competitions, 5TH:LTD product launches, curating content, and even collaborating on products with us. We also love holding giveaways. So be sure to keep in the loop.
How do I sign up as a 5TH VIP member?
All you need to do is click on the LTD tab located on the top right-hand side of your screen and then follow the steps to sign-up.
I’m having trouble accessing my 5TH VIP account.
You need to sign in before you can start shopping at our VIP store. You can log into your account via our homepage by clicking on the LTD tab. Make sure you’re using the same email address and password you became a 5TH VIP member with. If you have lost or forgotten your password, you can reset it at the login portal here.
I need to reset my password.
You can reset your password here. Just enter your email address and a new password will be emailed straight to your inbox.
Is The 5TH stocked in any retail stores?
No, not currently. Our products are available exclusively online.
I forgot to use my discount code
Please contact our customer support team via email at email@example.com and let us know you forgot to use your discount code. We will go from there.
I didn’t receive my confirmation email
Please check all folders in your inbox including junk and spam folders. If you still can’t find your confirmation email, please submit a request with our customer support team at firstname.lastname@example.org.
My order status is ‘unfulfilled’, what does this mean?
When your order status states ‘unfulfilled’ it means your order has been accepted and processed and once dispatched the status will change to ‘fulfilled’. Once fulfilled, you should receive an email providing you with your tracking number.
What forms of payment do The 5TH accept?
The 5TH accepts payments from Visa, MasterCard, PayPal and Afterpay (Australia and US only). If you have any issues during checkout, please contact our customer support team at email@example.com.
You’ll see our name on your invoice and on your transaction history if you pay by credit or debit card. We take security very seriously so your details will be safe with us.
The product I want is all sold out. When will it be available again, and how do I purchase?
About that: for LTD products we release a limited amount of stock and once sold out they are gone forever. Core range products should be restocked within a few months after they have sold out so, sign-up to our mailing list to be notified about what is back in stock.
What if my payment is declined?
There may be a few reasons why your card has declined:
- You may have insufficient funds.
- Your card billing details may not have been entered correctly at checkout or your card has expired.
- Your card issuer may have declined your payment and they don’t tell us why so, we would recommend getting in touch with them for further information.
- If none of these applies to you, please contact us at firstname.lastname@example.org.
What currency will I be charged in?
You will be charged in the currency shown on the product pages and at checkout.
If you’re not paying in your local currency your payment will be converted by your card issuer, this may be subject to a conversion fee depending on the policy of your bank.
AfterPay is available to Australian and US customers only. You can wear now and pay later with payment by Afterpay. You get your 5TH order right away and pay in four equal fortnightly instalments.
To choose Afterpay payment, head through to checkout and after entering your address, choose Afterpay when prompted whether you’d like to make payment using Paypal, Credit Card of Afterpay.
First-time Afterpay customers will be charged the first of four instalments at the time of purchase. If you’ve used Afterpay before, your first instalment will be charged 14 days from the date of purchase. The full payment schedule will be provided to you at the time of purchase.
Please note that Afterpay is only available on orders below $1,000AUD.
The 5TH is not responsible for any overdue payments. All payments after checkout are handled directly by Afterpay. For more information, visit Afterpay’s complete terms & conditions.
How do I change my shipping option?
We’re pretty fast at processing and packing your order. So unfortunately, no changes can be made after you’ve placed your order. This includes changes to the delivery option, delivery address, payment method or the products in the order.
However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request with our customer support team below ASAP, and we’ll cancel your order if it hasn’t been processed and packed yet.
How do I change my shipping address?
Please email us at email@example.com as soon as possible if you have entered an incorrect shipping address and please provide us with the correct details. We will try our best to get these changes in before it is too late.
How do I change the email address for my order?
Please email us at firstname.lastname@example.org if you would like to change the email address provided at checkout.
How can I change a product in my order?
Unfortunately, no changes to an order can be made after it has been placed but please email email@example.com as soon as possible if you would like to cancel your order and place a new one. Our distributor’s process orders quickly, but we will try our best to process your request.
How do I cancel my order?
Please email us at firstname.lastname@example.org as soon as possible if you would like to cancel your order. Our distributor’s process orders quickly, but we will try our best to process your request.
Shipping and Tracking
Does The 5TH ship internationally?
The 5TH currently ships to 70 countries worldwide. For more information, visit our shipping information page here.
How long does shipping take?
All orders within Australia and the USA should arrive within 7 business days of the purchase date. For international orders, please allow 7 to 21 business days for your order to be delivered. The time it takes for these orders to arrive varies depending on your location, and how quick your local postal service is. For more information, visit our shipping information page here.
How much is shipping to my country?
We offer free shipping worldwide with an express flat rate for EU and UK orders. For more information, visit our shipping information page here.
When will my order be dispatched?
Processing takes 2-3 business days. And as soon as one of our carriers picks up your parcel you will receive a shipping confirmation email with a tracking number. For more information, visit our shipping information page here.
Does The 5TH cover customs, duties, taxes and VAT?
Your order may be subject to import duties and taxes which are issued by your local government once your parcel reaches the destination country and these charges are the responsibility of the recipient. We recommend contacting your local customs office for further information as customs policies differ from country to country. Please note, customs may hold your parcel and cause delivery delays. For more information, please visit our shipping information page here.
Care and Specifications
I’d like to know how to best take care of my strap
It’s important to protect the leather band of your watch to ensure its longevity. We suggest you keep your band as dry as possible at all times. To avoid discolouring, try to avoid exposure to sunlight for extended periods of time. If using a mild leather cleaner, please follow instructions carefully to avoid damaging your band. Please note, wear and tear of straps are not covered by our 24-month manufacturer warranty.
Are the watches water resistant?
The 5TH watches either have a water resistance of 5 ATM or 10 ATM. Watches with a water resistance of 5 ATM can resist splashes of water from hand washing but won’t be able to withstand water submersion and should not be worn when swimming or bathing. Watches with a 10 ATM water resistance can be taken swimming at a shallow depth but cannot be taken diving. Please note, water damage is not covered by our 24-month manufacturer warranty. All 5TH watches are 5ATM Water Resistant, i.e. your watch will be okay in the shower or swimming in shallow water. To maintain the quality of your leather strap, we suggest you avoid excessive exposure to water. The crown needs to be pushed in completely to stop water from entering the watch and damaging the movement.
I’d like to know how to best take care of my frames
Your frames come with a semi-hard premium case and 5TH microfibre cleaning cloth. To clean the lens use your microfibre cleaning cloth and a liquid cleaner or gentle lens solution that is designed specifically for prescription glasses or sunglasses. Never clean your frames using tissues, paper towel or clothing – dust and fibres can scratch the lens of your frames. Avoid using detergents and soaps as these can damage lenses over time especially with repetitive use. When not wearing your frames make sure they are stored safely in the semi-hard premium case to avoid damage.
Returns and Warranty Claims
I would like to return or exchange a product
We understand that sometimes things don’t work out, therefore, The 5TH will be happy to provide an exchange or store credit for any change of mind purchases. Returns from AU/EU/UK will need to be sent back to our warehouse in Australia and US returns will be sent to our warehouse in California.
Please visit our returns page here for more information and to submit a return request.
I would like an update on the status of my return
Please reach out to our customer support team via email at email@example.com with your return tracking number and we will look into it for you.
I would like to file for a Warranty Claim
All 5TH products are covered by a 24-month manufacturer warranty from the original purchase date.
For watches; the case and movement will be covered under warranty. Damages not covered under warranty are those caused by general wear and tear including glass damage, water damage, strap damage, batteries and theft.
Proof of purchase is required for all warranty claims, so please hold on to your order confirmation email. To file a warranty claim, please visit, www.the5th.co/returns/.
I would like to collaborate with The 5TH.
We’re happy to hear it. Please email firstname.lastname@example.org with a bit about you, and why you’d like to collaborate. We’ll get back to you as soon as we can.
I would like to become a social media ambassador for The 5TH.
We like the sound of that. Please email email@example.com with details of your social media account(s), a bit about you, and why you’d like to be our social media ambassador. We’ll get back to you as soon as we can.
How can I contact you?
You can contact us by sending an email to firstname.lastname@example.org and one of our customer service representatives will get back to you as soon as possible. Our team is available 5 days a week, Monday to Friday and work to Australian Eastern Standard Timing (AEST). Enquiries may take up to 2 business days to receive a response. We will make sure we get back to you as soon as we can!