Orders & Shipping
ORDERS AND SHIPPING
INFORMATION ON ITEMS
For each item, we provide pictures and description containing all the relevant details.
In order to have further details on the item and its wearability, customers can write an email to orders@department5.com
ORDERS PROCESSING
DEPARTMENT FIVE reserves the right to refuse an order in the case in which STRIPE.COM does not obtain the approval from customer’s bank. Once an order made of available items has been placed, the order and any other information provided cannot be changed. Orders placed separately will be dispatched separately.
DEPARTMENT FIVE reserves the right to delay any shipment in case DEPARTMENT FIVE cannot properly process orders due to any reasonable causes that are irrelevant to DEPARTMENT FIVE’s control. Please note that during seasonal sales and promotional sales, delays can occur in the order’s processing.
DEPARTMENT FIVE reserves the right to refuse to process orders and/or service in any moment.
ORDERS STATUS
In the Order section, by logging into the personal area, and by clicking on each order, the tracking number will be visible.
DEPARTMENT FIVE suggests customers to visit DHL website in order to monitor the status of the order.
PROMOTIONAL CODES
Customers who receive a PROMO CODE through newsletter, social network or an authorized website, can insert the PROMO CODE in the personal area at the checkout page.
Each PROMO CODE has a specific duration that cannot be extended and it can be used just one time.
SHIPMENT & DELIVERY
SHIPPING METHODS
DEPARTMENT FIVE delivers parcels via DHL Express. According to the current international regulations of commerce, there will be an official invoice inside the parcel, along with the merchandise. The invoice will carry the total amount of the purchased merchandise in the same currency of the original order. Also the invoice will show the amount of each item purchased.
Orders made of available items, upon confirmation of their availability and check of the bank transaction, will be processed the next working day of the order’s placement.
The amount of the transactions made by credit cards or via Paypal will be settled only when processing the order.
Please note that during seasonal sales and promotional sales, delay may occur in the order’s processing.
DELIVERY TIME
DEPARTMENT FIVE processes orders in Italy, Marotta di Mondolfo (PU) from Monday to Friday. DEPARTMENT FIVE processes orders the day after the order’s placement, or the next available working day. Orders placed from Friday to Sunday will be processed the following Monday.
DEPARTMENT FIVE ships parcels via DHL Express. DEPARTMENT FIVE cannot be accountable for delays of the shipments due to meteorological conditions, customs inspections and other circumstances that are irrelevant to DEPARTMENT FIVE’s control.
SHIPPING COSTS
Shipping costs for each specific geographic area are listed below.
Please note that in case that, for any reason, customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer.
This amount will be deducted from the total amount of the order to be refunded.
ITALY — Shipping costs: €10 FREE SHIPPING for orders over €300
EUROPEAN EEC COUNTRIES (Malta and Cyprus excluded) — Shipping costs: €19
UNITED KINGDOM, SWITZERLAND, NORWAY, MALTA AND CYPRUS — Shipping costs: €28
REST OF THE WORLD — Shipping costs: €35
Please note that customers are to take care of any duty and tax fees. Customers will correspond this amount to the courier service, according to the process recommended by the courier service itself.
SHIPMENT TRACKING
When the order will be given to the courier service, customers will receive an email from DHL providing the tracking number (AWB) related to the order.
In order to monitor the status of the order, customers may visit DHL official website http://www.dhl.com/en.html and insert the AWB number in the specific area “Track Your Shipment”.
SHIPMENT INSURANCE
DEPARTMENT FIVE insures each shipment from theft and accidental damages at no extra costs for customers.
Once the parcel reaches the final destination, the merchandise is no longer covered by such insurance.
DELIVERY
At delivery time, customer are kindly invited to carefully inspect the parcel before signing and confirming the completed delivery of the same.
DEPARTMENT FIVE carefully seals up the parcels with a customized tape with DEPARTMENT FIVE logo.
If the customer receives a parcel that has been opened by Customs or by the courier service for authorized inspections, the parcel will be closed with a tape as a warranty seal.
If the parcel appears damaged, or the tape not undamaged, the customer is kindly invited at the time of signature for parcel receipt to add the note “Received unchecked”, or to refuse the delivery of the parcel.
In case the parcel will result damaged, customers are kindly invited to open a claim with the local DHL office and promptly contact DEPARTMENT FIVE at the e-mail address orders@department5.com.
If the parcel is not appear intact and the customer signs the delivery without the note “Received unchecked”, delivery will be deemed automatically accepted and consequently DEPARTMENT FIVE will not accept any related claim.
FAILED DELIVERY
By placing an order, the customer establish a commercial relationship with DEPARTMENT FIVE and he is commited to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender DEPARTMENT FIVE in Italy at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.
RETURNS & REFUNDS
For any reason, customer can return the order, entirely or partially. Items can be returned for a size/color exchange or for refund within 14 working days from delivery of the parcel. Items must be returned in the same original conditions, neatly packed and with the return tag still attached.
If customers wish to return an item, DEPARTMENT FIVE invites them to visit this link and follow these instructions:
1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six- digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.
After submitting such request to the Customer Service, customer will receive an email containing the return authorization number (RAN) and the detailed instructions in order to complete the return. Customer are invited to fill in also the specific form in the parcel and to put the invoice in the parcel too. Customer is kindly invited to accurately follow the return instructions.
Customer can choose between the following options of compensation:
COLOR OR SIZE EXCHANGE
Items can be exchanged for the same model in a different size or color, if available. Exchange with different items will not be accepted. The new exchanged item can be returned following the same procedure.
REFUND
In case customer requests the refund of the item(s) returned, credit note will be issued the same day the parcel is returned to our warehouse, and only after the quality check on the item(s).
For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card, this time generally takes up to 20 working days.
Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.
TERMS AND CONDITIONS OF RETURN
Customer is kindly invited to carefully follow the return policy of DEPARTMENT FIVE, briefly summed up below.
Item(s) can be returned only for the following reasons: refund and color and or size exchange.
Item(s) must be returned in its(their) original conditions, neatly packed and with the return tag still attached.
The returned item(s) should have not been worn, washed or altered. The shoe’s soles must be returned in perfect conditions and should not show any use signs.
Item(s) must be returned with its (their) original tag, wrapping and other accessories (dustbag and covers, etc.) received in the box. Shoes and accessories must be returned in their original packaging that should not be damaged or altered or used as the packing box for shipment.
In case of defective item, or incorrect item following a mistake attributed to DEPARTMENT FIVE, customer is kindly asked to follow the same return instructions. Also, customer is asked to attach detailed pictures proving the defect or the mistake. In these cases, shipping costs and duty and tax fees will be at the expense of DEPARTMENT FIVE.
Returns will have to be packed in the same box sent by DEPARTMENT FIVE, and should have a copy of the invoice inside.
Shipping costs on the items to be returned are at the customer’s expense.
Any duty and tax related to the import of the box are always at the customer’s expense.
Return authorized by DEPARTMENT FIVE must be shipped from the same shipping country DEPARTMENT FIVE sent the parcel to.
DEPARTMENT FIVE reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of DEPARTMENT FIVE. In these cases, DEPARTMENT FIVE can return the box to the sender at the original shipping address. In case DEPARTMENT FIVE accepts returns that were not authorized or not in compliance, DEPARTMENT FIVE can withhold the 10% of the value of the returned item from the refund.
CUSTOMER SERVICE
Monday-Friday from 10am to 12am / from 14pm to 17pm
orders@department5.com