Ask us a question

Got an order issue? An account problem? A question to ask? For that and any other troubles, you’ve come to the right place. Check through the list below or get in contact with us.

Passwords and Accounts

  • What is a 5TH fam member?

    Great question. A 5TH fam member is someone who is up for, and down with, trying anything. They basically want to experience all the things. As a 5TH fam 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.

  • How do I sign up as a 5TH fam member?

    Easy peasy. You can become a member right now, via this link. Enter your details in the ‘Join the fam' section.

  • I’m having trouble accessing my 5TH fam account.

    You need to sign in before you can start shopping, or browsing our content. You can log into your account via our homepage. Make sure you’re using the same email address and password you became a 5TH fam member with. If you have lost or forgotten your password, you can reset it at the login portal here.

  • I need to reset my password.

    You can reset your password here. Just enter your email address and a new password will be emailed straight to you.

Order Issues, Changes AND Cancellations

  • Is The 5TH stocked in any retail stores?

    No, not currently. Our products are available exclusively online.

  • I didn’t receive my confirmation email

    Please check all folders in your inbox including junk and spam folders. If you still can’t find your confirmation email, please submit a request with our customer support team.

  • My order status is ‘unfulfilled’, what does this mean?

    Don’t stress! This just means your order hasn’t yet been dispatched, but the payment was successful. When your order is dispatched, you’ll receive an email to confirm your order has been fulfilled, and then another providing you with a tracking number.

  • I’m having trouble with my payment method

    The 5TH accepts payments from Visa, MasterCard, and PayPal. If you have any issues during checkout, contact us below.

  • The company name does not appear on my confirmation email

    It’s most likely that the company name is listed on your order, but it might not show up on your confirmation email. As long as your shipping address details were entered correctly in our system, your package should arrive safe and sound.

  • The product I want is all sold out. When will it be available again, and how do I purchase?

    About that: we only have a limited amount of stock for each release. Our products typically get re-stocked on the 5th of each month, when we release our new 5TH:LTD styles. The best way to secure your product is to become a 5TH fam member. You can purchase our products exclusively through our site.

Payments

  • What if my payment is declined?

    If your payment is declined, it’s a decision made by your cardholder. It could be due to an incorrect card number, expiry date, account balance or —unfortunately — your spending habits. We encourage you to get in touch with your bank to find out what happened. Alternatively, you can pay via PayPal.

  • How can I pay for my order?

    We like to give you plenty of payment options, so we accept payments from Visa, Mastercard, and PayPal. 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.

  • What currency will I be charged in?

    All Australian and New Zealand customers will have prices displayed and charged in AUD. All International customers will have prices displayed and charged in USD. This figure is then converted by your cardholder to your local currency and may be subject to a conversion fee, depending on the policy of your cardholder.

  • Afterpay

    Our Australian customers 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.

    You'll need an Australian debit/credit card, to be over the age of 18 and located in Australia. 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.

Changes

  • I’d like to change my shipping option

    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.

  • I would like to change the shipping address for my order

    If you’ve made a mistake in your shipping address, please submit a request with our team below and list the specific changes that need to be made.

    We have a fast turnaround with our distributors, so it’s possible that your order will be posted before we can request the change in address. If it’s returned to us, we’ll send you out a new order.

  • I would like to change the email address for my order

    Please contact our team below ASAP and provide us with the preferred email address. We’ll resend the confirmation of purchase to your new email address, if it’s required.

  • I would like to change a product in my order

    Because we’re pretty quick at processing and packing your order, 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.

Cancellations

  • I would like to cancel my order

    Because we’re pretty quick at processing and packing your order, 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.

Shipping and Tracking

  • Does The 5TH ship internationally?

    We most certainly do. Please check our shipping information page here for details on which countries we ship to. If you’ve got any issues at check out, please submit a request for help below.

  • How long does shipping take?

    Orders within Australia 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. If you’d like a more detailed indication of when you can expect your order, submit a request with our team below. You’ll receive a confirmation of shipping email. This will provide you with a link to your tracking information, within 5 business days of placing your order. For more information, visit our shipping information page here.

  • How much is shipping to my country?

    Free. Yes, you read that right. We offer free shipping, worldwide.

  • I have not received my tracking information

    Orders can take up to 3 business days to be dispatched. Please allow 2-3 business days to receive your shipping confirmation and tracking information.

    If you have any issues receiving your tracking information, please don’t hesitate to submit a request with our team below.

    For any further information, head to our shipping information page here.

  • Does The 5TH cover customs, duties, taxes and VAT?

    The 5TH is not responsible for any import duties, taxes, customs fees, brokerage fees or any other charges issued by your local government. These charges are the responsibility of the recipient and the funds are received exclusively by your local government. For more information, please visit our shipping information page here.

Care and Specifications

  • I’d like to know how to best take care of my watch

    All 5TH watches are 5ATM Water Resistant, i.e. your watch will be okay in the shower or swimming in shallow water. The crown needs to be pushed in completely to stop water entering the watch and damaging the movement. Try to avoid exposure to sunlight for extended periods of time to prevent discolouration.

  • I’d like to know how to best take care of my strap

    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.

  • Are the watches water resistant?

    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 entering the watch and damaging the movement.

  • I’d like to know how to best take care of my frames

    Your frames come with a semi-hard premium case and 5TH microfibre cleaning cloth. To clean the lens use your microfibre cleaning cloth and a liquid cleaner or gentle lens solution that is designed specifically for prescription glasses or sunglasses. Never clean your frames using tissues, paper towel or clothing – dust and fibres can scratch the lens of your frames. Avoid using detergents and soaps as these can damage lenses over time especially with repetitive use. When not wearing your frames make sure they are stored safely in the semi-hard premium case to avoid damage.

Returns and Warranty Claims

  • I would like to return a product

    Please note that we do not provide returns on products for change of mind. To see our returns policy, please visit our refunds + returns page here.

    To file for a return please submit a request below.

    Submit Request
  • I would like to exchange a product

    If you’ve received the wrong product, or had a change of heart, The 5TH will allow for an exchange of product within the same range within 14 days of receiving your order. An exchange will only be given if the product is in the same condition as it was when you received it. It must contain the protective stickers on the face and back of the watch, as well as the plastic insert in the crown of the watch. For more information please visit our refunds + returns page here.

    To file for an exchange please submit a request below.

    Submit Request
  • I would like an update on the status of my return

    Get in contact with our customer support team below for an update on the status of your return.

  • I would like to file for a Warranty Claim

    The case and movement of your watch is covered by a 24 month manufacturers warranty. Any general wear and tear on the strap or other parts of your timepiece, are not covered by the 24 month manufacturers warranty.

    To file a warranty claim please submit a request below.

    Submit Request
  • I would like to purchase a replacement strap for my watch

    At the moment we do not sell individual bands, however we will very soon. For information on watch care, please see our watch care + specifications FAQ.

Other

  • I would like to collaborate with The 5TH.

    We’re happy to hear it. Please email ambassadors@the5th.co with a bit about you, and why you’d like to collaborate. We’ll get back to you as soon as we can.

  • I would like to become a social media ambassador for The 5TH.

    We like the sound of that. Please email ambassadors@the5th.co with details of your social media account(s), a bit about you, and why you’d like to be our social media ambassador. We’ll get back to you as soon as we can.

  • I forgot to use my discount code

    Please contact our customer support team below and let us know you forgot to use your code. Then we’ll go from there.

  • I won a competition but have not been contacted

    Firstly, congrats! Please contact our customer support team below to get more information on how to claim your prize.

  • What does a pre-sale mean?

    A pre-sale means you are able to reserve this item for when it arrives in stock. Please contact our customer support team below for an estimated delivery date for your item.

We're holding your
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We’ll be in touch

We’ll let you know soon when our store opens up again. In the meantime, browse our products, and find out why we only sell for 5 days.

You can also join The 5TH Fam, and get exclusive pre-release access to products, behind-the-scenes content, and the chance to get involved with our design and development process.

Join the 5TH Fam
Why only 5 days?

On sale June 5

Limited Edition.

Limited Time.

Next months 5th : LTD piece will be on sale from 8am AEST / 3pm PT / 6pm ET on the 5TH of June. Stock is limited to 100 pieces, and only available to VIPs so sign up now to make sure you don't miss out.