Shipping & Returns

Who do we deliver to?

We currently ship items all around the world (for international orders, we have partnered with Global-e, which is a third-party service and a merchant of record. This allows us to ship our products to 100s of countries and for you to see the cost of product and shipping fees in your local currency as well as ensuring applicable duties and taxes are paid for).

All customers must be able to provide a valid shipping address and resident to where the parcel is to be sent. A full breakdown of the shipping details, which includes the full total amount, will be given to you at the checkout before the order is confirmed. Customers hold the right to leave the order stage at any time before the order goes through. Please be advised that under no circumstance would a UK customer have to pay an additional fee for postage upon collection of a parcel from the courier.

All of the delivery charges for international and domestic parcels are calculated on the weight and size of the parcel and you will be informed of the full total amount of your order before you make your payment. Customers still hold the right to leave the order stage at any time before payment is made and your order will not go through.

It is the customer’s responsibility to ensure that all of the order details are correct including; Name, shipping address, sizes, colours and styles. This information cannot be amended or changed once your order is picked and packed. We do not hold liability for parcels delivered to addresses incorrectly stated on the order.

If there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise you or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date providing that the service is applicable.

Depending on your method of payment, you can have your parcel shipped to an alternative address. If a major credit or debit card is used on our website, the billing address must always be the same address to where the card is registered to otherwise this may prevent an order from going through successfully.You must ensure that the full address details are included, such as the company organisation or name. You can use any available address line to provide additional details such as company name or other specific address information.

For international orders, we have partnered with Global-e, which is a third-party service and a merchant of record. This allows us to ship our products to 100s of countries and for you to see the product and shipping fees in your local currency. When you make your payment using Global-e you will see that your payment method is charged by **Global-e//Everything5pounds.com** The Purchase is subject to Global-e terms and conditions which can be found at the bottom of the checkout page.

Please note that all EU orders will be shipped with all delivery duties paid (DDP delivery duties paid). Parcels outside of the EU, for example, Australia, Norway, Switzerland and New Zealand, will be sent using DDU (Delivery Duties Unpaid) and any duties or taxes (VAT) are to be paid by the customer upon delivery. Any such duties and taxes are beyond the control of Everything5pounds.com and will be your responsibility to pay, if and when you are requested to by the local authorities. If you refuse to accept these charges, your order will be returned to Everything5pounds.com and the order will be refunded back to you.

Delivery times:

You must allow at least 48 hours for pick and pack before dispatch.

The parcel will be delivered within the approximate timeframe of 1-3 days (unless stated otherwise) from the despatch date. No orders are delivered on a UK bank holiday. For confirmation of these dates kindly refer to the following link: https://www.gov.uk/bank-holidays

All delivery dates are estimated Please also be advised that Royal Mail Next day delivery service is only available for UK parcels weighing less than 10kg and placed on a working day before 5 pm. Orders made after this time will be despatched on the next available working day and delivered on the second working day. When you get to the checkout for your order, you will be given the delivery information including the service used, prices and courier. If there is no next day delivery option given at the checkout this means that your parcel is not eligible for this service. Please also note that the delivery date stated at the checkout for guaranteed next day delivery parcels may not always be updated on time if there is an upcoming bank holiday.

International orders are carried out and managed by a 3rd party merchant of record called Global-e. International orders would usually require 5-7 working days for orders to be delivered to the customs agency of the delivery country. However, please note for the foreseeable future all international transit times may be extended subject to the ongoing COVID-19 pandemic.

Customs clearance times may also vary and are determined by the customs agency of the delivery country. We are unable to guarantee delivery times with parcels sent via the standard international postal service due to the variance of international postal network delivery times. For assistance with the most up to date tracking information https://help.everything5pounds.com/hc/en-us

Additional information sent from the couriers such as text messages and emails is not a guarantee of delivery times. This can sometimes be sent in error and is not an exact representation of the timescale. Always confirm with the sender (Everything5pounds.com) for the most up to date dispatch information.

Returns:

Items may be returned for a full refund within 14 days from the date an order was received. There is a maximum of 30 days from the date the parcel was received for customers to identify any faulty items and contact us.Please note we will refund the cost of the item but not the delivery.

CHRISTMAS RETURNS POLICY

Our returns policy is extended over Christmas meaning orders placed on or after the 1st December, returned still in their original packaging, with tags/labels and unworn will have up to 15th January of the next year to be sent back to us. All items whether they do not suit your requirements or are damaged must be identified within this time.

Customers are required to send items back to us at their own cost via any courier of their choice if they do not suit their requirements and this will also include items that do not fit, are not suitable, are wrong items selected, incorrect sizing, not the same as on the website.

Unfortunately, we do not accept returns on any underwear, swimwear or earrings at any time due to hygiene reasons. Such items cannot be returned unless a faulty or incorrect size or style was sent. We kindly ask that you thoroughly check the size labels, and product codes and also check for any faults before trying them on.

Parcels must be sent back via post only- we do not accept returns in person to our distribution centre. All parcels returned in person, not via the postal service can be rejected/returned to sender/not processed. We do not have any retail stores/outlets to purchase from or return items to. All items returned must be in their original packaging (shoe boxes/clear plastic) and have labels/tags intact -except for items where packaging or labels were not provided by Everything5pounds.com.

We strongly advise that customers inspect their order upon receipt of the parcel for any manufacturer's defects that could have possibly been missed throughout the checking process. We have a dedicated Quality Assurance team, however, some errors can sometimes be missed, so it is highly advisable to apply checks before using a purchased item.

Pre-paid return labels are only sent to UK customers if they receive a wrong, damaged or manufacturer’s faulty item. Alternative procedures apply to customers outside of the UK. Customers are required to send items back to us at their own cost via any courier if they do not suit their requirements and this will also include items that do not fit, are not suitable, are wrong item selected, are incorrect sizing, are not the same as on the website.

Customers must keep safe a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including a tracking number must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt. It is the responsibility of the sender to open a claim for any parcel lost in transit with the courier.

You may use the original packaging if you still have it. If not, please pack your items securely in any packaging material suitable. The parcel can be rejected if parcels are returned damaged due to insecure packaging.

Full valid order details along with refund instructions must be included within each returning package to be processed correctly. For example, you must include a cover note stating your full name on your account, the order number returned and the items from the given order that are being returned. Alternatively, you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund. Parcels can be held or rejected by the returns department and not processed if the received parcel cannot be identified by the details provided within the package. All refunds will be processed between 3- 5 working days after receipt of your parcel arriving in our warehouse.

Everything5pounds follow specific guidelines from our manufacturers about our shoe sizes. These sizes may not comprehend with the mainstream store shoe sizes, however you would need to take note of these particular sizes that everything5pounds.com comply with. Our general shoe sizes range from a size 2 and 2 ½ to size 8 (41) for women and up to size 12 (45) for men. These sizes are advised to be the EU equivalent to a size 35 (size 2) – 41 (size 8). Kindly read through our customer reviews and also product description to get a better understanding to the shoes fit. You are welcome to email us at sales@everything5pounds.com and request for a size guide to be sent to you. Please also be advised that we do not cover the postage to returns items that do not fit or do not suit your requirements. Kindly bear in mind our product sizes when placing orders.

All items sent back to us via post must be within the 14 days policy and can be sent to:

Fiver London Limited
Unit 44 Yardley Business Centre
Miles Gray Road
Basildon
SS14 3GN

Undelivered parcels returned:

If an order is not received by the customer within the first seven days from the delivery date stated by the couriers, and providing the customer’s delivery address is correct, we can raise an investigation on the seventh day with the aim to recover the parcel. Please be advised it is necessary to report non-delivery cases within 10 calendar days from the delivery date stated to initiate a claim with the courier company. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse and courier company has been concluded.