Returns and Exchanges

Please contact The Five Fifteen to cancel your order before you receive your Order Complete email.

Can I cancel any item that I order?

You can cancel any item ordered online in accordance with the terms in this section

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.

When do I have to return my order by?

Your return period ends 14 days after the day on which the items are delivered to you (or someone you nominate to receive the items for you) or you collect your items from one of our stores (UK Mainland only). If your order consists of multiple items or parts which are delivered on different days, then the return period (in respect of your whole order) ends on the day 14 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

How do I notify you that I want to return my order?

You can return your order by sending an email to shop@the515.co.uk or by post to:

Customer Returns,
Unit C,
21 Chapel Street, Petersfield,
GU32 3DT

You need to give The Five Fifteen a clear statement that you would like to return your order (or part of) which includes your name, address, details of the order you wish to return and some contact information such as a telephone number or email address.

How do I send my items back?

You must return your items by post to the below address no later than 14 days after the day on which you received your order;

Customer Returns
Unit C,
21 Chapel Street, Petersfield,
GU32 3DT

Any returns are at your own risk. For your protection, The Five Fifteen recommends that you return your items via DPD.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective.

The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Return postage is at your own cost and risk.

How much money will be refunded to me?

The Five Fifteen will refund you in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, The Five Fifteen will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be returned to you.

The Five Fifteen will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day The Five Fifteen receives the items you are returning back from you.

In store purchases

Please return your purchases to either the store you purchased from.

Items that are incorrect or require exchange

Please clearly state on the the reason for return and whether you require a refund or exchange. The Five Fifteen is only able to exchange items for the same product.

The Five Fifteen advises that you send items back via DPD. The return address is:

Customer Returns
Unit C,
21 Chapel Street, Petersfield,
GU32 3DT
.

Some items are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.

Items need to be in the original packaging where it forms part of the goods, for example, boxed garments and gift items. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon retur and sent to The Five Fifteen at your own cost and risk.

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, The Five Fifteen may have a right of action against you for compensation. This applies to all items that are returned.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) The Five Fifteen has received back. If a refund or reimbursement is payable to you, The Five Fifteen will transfer the money using the same method originally used by you to pay for your purchase.

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase.

The Five Fifteen aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.

Returns address

The Five Fifteen advises that you send items back via DPD. The return address is:

Customer Returns
Unit C,
21 Chapel Street, Petersfield,
GU32 3DT
.

The Five Fifteen will examine the returned items and notify you of your refund or repair or replacement via email within a reasonable period of time.

The Five Fifteen will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day The Five Fifteen confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

If you have a query about returning goods, please contact us.

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