Delivery

Order processing

We aim to dispatch orders within 5–7 working days. Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during launches, promotions or other busy periods may require an additional one–two working days to process.

A dispatch estimate shown on a pre-order product page takes priority over our standard processing time.

UK delivery

Standard delivery

Cost: £5 – free on orders of £100 or more
Estimated delivery after dispatch: 3–5 working days

Express delivery

Cost: £10
Estimated delivery after dispatch: 1–2 working days

Delivery times are estimates and begin once your order has been dispatched.

International delivery

We deliver worldwide.

Cost: Calculated at checkout
Estimated delivery after dispatch: 5–15 working days

International orders may experience customs delays that are outside our control.

Duties and taxes: We cover all import duties, taxes and customs charges on international orders, so there is nothing extra for you to pay when your order arrives.

Tracking

When your order is dispatched, we will send a tracking link to the email address used at checkout. Tracking can take up to 24 hours to update.

Please check your spam or junk folder if the email does not appear in your inbox.

Pre-orders

The estimated dispatch period for a pre-order will be displayed on the product page before purchase.

If your order contains pre-order and immediately available products, the entire order will be dispatched together when all products are ready.

If the estimated date changes significantly, we will contact you using the email address supplied at checkout.

Incorrect addresses

Please check your address carefully before completing checkout. If you notice an error, contact shop@five-questions.com immediately.

We will try to amend the address before dispatch, but changes cannot be guaranteed once processing has started. Additional postage may be charged when a parcel is returned because an incorrect or incomplete address was provided.

Delayed or missing deliveries

If tracking has not updated or your parcel is later than its estimated delivery window, contact shop@five-questions.com with your order number.

We will investigate the delivery with the carrier. FIVEQUESTIONS remains responsible for getting your order to you, subject to applicable consumer law.

Damaged parcels

If a parcel arrives damaged, photograph the outer packaging before opening it. Contact shop@five-questions.com with your order number and photographs of the parcel, shipping label and affected products.

Delivery deadlines

We will deliver within the timeframe agreed with you. Where no different timeframe has been agreed, UK consumer law generally requires delivery within 30 days.

Nothing in this policy affects your statutory rights.