TIME TO:

Ask us
a question

Have a query, or need assistance with your
order or account? Check through the list
below or get in contact with us at: hello@the5th.co

Orders
Shipping and Tracking
Payments
Returns
Your Account
Watch Care
Contact

Orders

Shipping and Tracking

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.

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.

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.

Payments

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 hello@the5th.co.

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.

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 hello@the5th.co.

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.

Returns

We understand that sometimes things don’t work out, therefore, The 5TH will be happy to provide a refund, exchange or store credit for any change of mind purchases. Returns will need to be sent back to our warehouse for processing before a refund or exchange is processed.

Please visit our returns page here for more information and to submit a return request.

Your Account

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.

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.

Watch Care

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.

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.

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; however, if you have any problems at all, feel free to email us at hello@the5th.co and we'll do our best to help you.

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.

Contact

You can contact us by sending an email to hello@the5th.co 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!

WATCH GUIDES

Get behind
the dial

Learn more about the watch on your
wrist and what to look for when selecting
a new timepiece in our Watch Guides.

find out more