Find all frequently asked questions below. Contact us if you need further assistance by filling out the form at the bottom or clicking the chat button on the bottom right corner of your screen.
Shipping
Below are some common questions about shipping
To view our shipping policy - click the link here
Every item is carefully handmade to order from our studio in London, UK.
Typically, it takes 3-5 working days for orders to be expertly crafted and shipped.
- UK customers should expect their delivery within 1-2 working days after dispatch.
- International customers should expect their parcel to be delivered 5-14 working days after dispatch.
We send all our domestic and international parcels with our delivery partner, Royal Mail UK.
- If you are a UK customer, your parcel will delivered using Royal Mail's '24hr Tracked' service.
- If you are an International customer, your parcel will be delivered using Royal Mail's 'International Tracked and Signed' Service (if applicable)
When your package reaches its destination, it will be handed over to Royal Mail's international partner in your country.
To see a comprehensive list of Royal Mail international partners, click on the provided link.
Click Here.
When your order is sent out, you will receive a confirmation email. This email will include your tracking reference number for use on the Royal Mail Website:
We currently ship to over 45 countries worldwide:
Albania, Australia, Austria, Belarus, Belgium, Brazil, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Iceland, India, Ireland, Isle of Man, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, USA.
We continuously strive to efficiently and sustainably expand our global reach with Royal Mail. If your country is not currently listed, we are actively working to include it in our list of destinations in the near future.
Shipping charges may differ based on the dimensions, weight, and destination of your package.
Shipping costs will be automatically calculated during checkout.
* Shipping costs do not include import duties and taxes for international destinations.
When a package is delivered internationally, it may be subject to duties, taxes, customs duties, and/or handling fees by the destination country.
These charges are typically due once the package arrives in the destination country. The customer is responsible for paying these charges, which may be done through your local customs office.
* If left unpaid, or if a customer rejects their item at customs, the shipping cost to return that item to Fifth Gear Garms, will be deducted from the original product price customer refund.
You can find out if your order is subject to taxes on imports from the United Kingdom by visiting your countries government website or local postal service website.
Fifth Gear Garms are not liable for advice on international customs information.
Absolutely! No need to worry! We're here to assist you in ensuring your package reaches its intended destination.
We kindly request that you reach out to us within 24 hours of placing your order.
Ensure that the complete name and address of the intended recipient is included for us to process the necessary updates.
Either click the chat with us button at the bottom of your screen OR email us at contact@fifthgeargarms.com
* If your package has already been shipped to an incorrect address, we regret to inform you that we are unable to intercept the package once it has been dispatched.
* If your package is rejected at its destination, it may be returned to us. We will reach out to you to discuss the next steps for returning your package to you. Please note that charges may apply.
If you think your package is lost during shipping, please reach out to us immediately so we can be notified. We will diligently work with the courier to locate it.
Please supply us with your order number/ tracking reference.
* For international customers, it is advisable to wait for up to 14 days before contacting us, as there might be delays in transit or incorrect scanning at international customs.
If your parcel arrived damaged, we are here to help. Take photos of your damaged parcel and of the damaged goods inside.
Please ensure both photos are taken in clear lighting and not blurred or interfered with.
We will get a replacement sent to you for the item(s) that are damaged.
* Faulty items must be reported within 5 days of the item being received by the customer. Please note, however, any faults reported after 5 days of receiving the item, will be deemed as general wear and tear and you will not be legible for a refund or replacement.
We may not be able to ship to your destination country at the moment, OR the weight of the items in your basket exceeds our maximum parcel weight for delivery (2kg).
* If you would like to order a bulk or large order please get in contact with us by emailing us at contact@fifthgeargarms.com.
We apologise for the inconvenience.
Returns & Exchanges
Below are some common questions about cancellations, returns, and exchanges.
*PLEASE NOTE*Fifth Gear Garms is a small independent business. Every item ordered is handmade and dispatched entirely in house to meet your personal preference.
We kindly request customers do not order multiples of the same item to try on for size or to compare colours, as returned items will be sent to waste.
To view our refund/exchange policy - click the link here.
Exchanges must be made within 14 days of receiving goods.
Your item(s) must be unworn and in the same condition that you received it, in its original packaging and with the attached receipt or proof of purchase.
1. To make an exchange for an unwanted item, please fill out the returns form included inside your parcel. Please let us know on the form, which item(s) you are returning and which item(s) you wish to exchange for.
2. Send your parcel to:
Fifth Gear Garms
PO BOX 1064A
Surbiton
KT1 9HS
United Kingdom
* The customer is responsible for the return delivery costs. This cost will not be accounted for in the refund. (We strongly recommend using a trackable shipping service and you are advised to arrange your own insurance. We cannot accept responsibility for parcels lost in transit.)
3. Once we've received your exchange, you will receive an invoice for the cost of re-delivery for the new item(s). This may also include the additional cost of items that exceed the original order value exchanged. If the value of your new item(s) are less the original order value, the difference will be refunded within 14 days to your chosen payment method.
* We kindly request customers do not order multiples of the same item to try on for size or to compare colours, as returned items will be sent to waste.
* A deduction can be made, or an exchange can be refused, if the value of the goods has been reduced as a result of you handling the goods more than was necessary or if the goods are not in the same condition as sent and in its original packaging.
Returns must be made within 14 days of receiving goods.
Your item(s) must be unworn and in the same condition that you received it, in its original packaging and with the attached receipt or proof of purchase.
1. To make a return for an unwanted item, please fill out the returns form included inside your parcel.
2. Send your parcel to:
Fifth Gear Garms
PO BOX 1064A
Surbiton
KT1 9HS
United Kingdom
* The customer is responsible for the return delivery costs. This cost will not be accounted for in the refund. We strongly recommend using a trackable shipping service and you are advised to arrange your own insurance. We cannot accept responsibility for parcels lost in transit.
3. As soon as we receive and approve the return, a refund will be initiated to your credit card or original payment method.
* A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary or if the goods are not in the same condition as sent and in its original packaging.
We ask customers to amend or cancel incorrectly ordered items within 24 hours of purchase to reduce unwanted items being handmade and dispatched incorrectly.
After this period, your order will be processed and manufactured with the details you have provided at checkout.
To modify or cancel your order, we kindly request a cancellation by either starting a web chat with us or sending an email to contact@fifthgeargarms.com.
If your parcel arrived damaged, we are here to help. Take photos of your damaged parcel and of the damaged goods inside.
Please ensure both photos are taken in clear lighting and not blurred or interfered with.
We will get a replacement sent to you for the item(s) that are damaged or refund you if you prefer.
* Faulty items must be reported within 5 days of the item being received by the customer. Please note, however, any faults reported after 5 days of receiving the item, will be deemed as general wear and tear and you will not be legible for a refund or replacement.
Whenever possible, please ensure that the garment is returned to us in its original condition.
We advise you use the clear protective bag supplied and include the packing slip inside.
* Ensure that the return delivery label, as well as the customs form, are clearly visible.
Certainly, we gladly process returns for both gifted orders and standard returns in the same manner.
Returns must be made within 14 days of receiving goods.
Your item(s) must be unworn and in the same condition that you received it, in its original packaging and with the attached receipt or proof of purchase.
- You must request a refund by contacting us either using our web chat service or emailing us at contact@fifthgeargarms.com letting us know why you would like to make a return.
- If your return request is approved, you will receive instructions on how to make your return.
- The customer is responsible for the return delivery costs. This cost will not be accounted for in the refund.
* We strongly recommend using a trackable shipping service and you are advised to arrange your own insurance. We cannot accept responsibility for parcels lost in transit. - As soon as we receive and process the goods, a refund will be initiated to your credit card or original payment method. Please be aware that the initial shipping cost to the customer will not be refunded.
All orders are made with human hands, and no, we're not robots! On the off chance that we mistakenly include the wrong item or hand make it in the wrong size/colour, give us a heads up as soon as possible!
We will arrange a free return for your item and send out the correct replacement for you.
To get in touch, message us using our web chat service or email us at contact@fifthgeargarms.com.
Sadly, we do not currently have a physical store yet and we only operate online at fifthgeargarms.com.
We understand that managing your returns online can be tricky and nerve wracking. Trust us, we've been there!
We are here to help. If you need any assistance with creating a return, get in touch with us by opening a web chat or emailing us at contact@fifthgeargarms.com.
If you have cancelled your order or made a return, you will receive a confirmation email from us to let you know we have processed your request.
Refunds take 3-5 working days to be processed by Shopify payments.
In the event that your refund has not been received within 3-5 business days of processing, please do not hesitate to contact us right away.
We understand the urgency and will promptly launch an investigation to resolve the problem for you.
Orders & Products
Below are some of are common questions about orders and our products.
Absolutely! We take great pride in the fact that every single item is born from the creative minds of our amazing co-founders Jordan & Zoe. They personally design, program, stitch, press, fold, and send off each and every piece with love and care.
All items are handmade in the UK.
On the product page you are viewing, you will find a link to all the necessary sizing information under the Sizing & Measurements tab.
Or to view our size and measurements page, click the link here.
Made from 100% combed ring spun cotton, this 200gsm unisex regular t-shirt has a seamless non top stitched collar, double needle sleeve and bottom hem and has been quarter turned to eliminate centre crease.
* Customers say this item is "true to size".
Wash inside out delicately at 30°C.
Do not machine dry.
Crafted with a blend of 50% cotton and 50% polyester, our popular unisex regular fit sweatshirts are made to last. They have been pre-shrunk and weigh a substantial 257gsm, ensuring warmth and comfort with a soft combed fleece inside.
* Most customers say this item is "true to size". Some petite customers have mentioned that the sleeves may be slightly longer than expected.
Wash inside out delicately at 30°C.
Do not machine dry.
Made from 100% OCS certified organic cotton twill. Our 90's styled bucket hats offers sustainable credentials, as well as being rated UPF50+ – the highest in sun protection.
* Customers say this item is "true to size".
Hand wash only
Oh, absolutely! You can totally clean your clothes in a machine wash. Just be sure to check out our recommended care instructions before you hit that start button!
- Turn your garms inside out before you wash.
- Wash at a maximum of 30°C.
- Delicate wash preferred.
- Do not mix colours with darks/ lights. You've been warned!
* We highly recommend that you wash our bucket hats by hand or with a sponge.
Yes, you can iron or steam all of our products so that you remain crease free!
However, do not iron or steam directly onto graphic vinyls or sizing labels as these will melt. Make sure to use a towel or protective sheet when ironing over the vinyl.
We are not liable for damages to garms or irons.
We incorporate a gentle anti-scratch material onto the rear surface of each embroidery we create, ensuring that our garments do not cause any discomfort to our customers' sensitive skin.
On the rare occasion your adhesive patch starts to peel off, do not panic!
To reattach your patch, gently place it back down and cover it with a protective cloth. Apply firm pressure with an iron for about 10 seconds.
* In the event of no success, we are able to dispatch a replacement patch, or alternatively, you may choose to wear the item without it - please contact us and inform us of your preference.
Unfortunately, we are unable to accommodate custom order requests or personalisation to orders at this stage.
All operations are run by our Co-founders, Jordan and Zoe. We sadly do not have the capacity to accommodate individual requests.
Yes, we offer a variety of e-gift cards on our online store.
E-gift cards are exclusively digital and are sent via email to the recipient who makes the purchase.
Payments, Privacy & More
Below are some common questions about our payments, privacy terms and any miscellaneous faq's.
To view our privacy policy - click the link here.
Visa, Mastercard, AMEX, Maestro, Union Pay, Bancontact, iDeal.
Klarna, PayPal, Apple Pay, Google Pay, Shop Pay.
Yes, we accept American Express.
Yes you can! Pay with ease at checkout with Klarna.
Yes! Ensure secure payments by using PayPal at checkout.
You have the flexibility to use both gift cards and any of our other payment services to mix your payment methods.
Any transaction that does not pass the security verification checks will be automatically declined by Shopify payments.
It is possible that Shopify has identified a potential problem with the AVS or CVV verification of your cards.
At the payment section of the checkout process, you will have the opportunity to apply your discount code.
Ensure that you check the terms and conditions for the discount codes to confirm their current validity and verify that your cart meets the required criteria.
Didn't find your answer?
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