Refund policy

Shipping, Returns & Exchanges Policy

At 5ivepillars, we take pride in delivering premium products and a premium experience. Please review the policy below regarding returns, exchanges, shipping, and international orders.

Returns & Exchanges

We accept returns and exchanges for any reason within 30 days of delivery.

To initiate a return or exchange, please email orders@5ivepillars.com with your full name and order number. A member of our team will provide next steps.

All returned items must meet the following conditions:

  • Unworn, unwashed, and unaltered

  • In original condition with all tags and packaging intact

  • Free of odors, stains, pet hair, or signs of wear

Returns received after the 30-day window, or that do not meet these conditions, may be refused or returned to sender.

Additional notes:

  • Return and exchange shipping costs may apply depending on your location.

  • Customers outside the United States are responsible for return shipping costs.

  • Approved refunds are issued to the original form of payment unless otherwise stated.

Damaged or Defective Items

If your item arrives damaged or defective, you are entitled to a replacement at no cost.

To process a claim:

  • Email orders@5ivepillars.com with your name, order number, and clear photographic evidence of the issue.

  • Claims must be submitted within 14 days of delivery.

We reserve the right to assess all claims before issuing a replacement.

Shipping & Delivery Responsibility

Once an order is marked as delivered by the carrier, 5ivepillars is not liable for lost, stolen, or misplaced packages. We strongly recommend using secure delivery locations and tracking your shipment.

Customers are responsible for:

  • Providing accurate shipping information at checkout

  • Monitoring tracking updates

  • Contacting the carrier directly for delivery-related issues

International Orders & Customs

For international shipments:

  • Customs duties, VAT, and import fees are the responsibility of the buyer.

  • 5ivepillars cannot guarantee that items will clear customs and is not liable for delays, seizures, or additional charges.

  • Buyers are responsible for communicating with local customs authorities and carriers when required.

Unclaimed or Returned Deliveries

If a parcel is returned to us due to failed delivery attempts, incorrect address, or refusal:

  • The product cost will be refunded upon receipt.

  • Original shipping fees are non-refundable.

  • Reshipment requires a new shipping payment.

Other Matters

We may contact you if clarification is required regarding your order or delivery details. Your personal information is handled securely and will never be sold or shared with third parties.