FAQs


 Hold/  Combine Orders

I can hold your order for you if you would like to wait and combine shipping later. Send me an email to fiveonthe.shop@gmail.com with your order number and when you place a new one, let me know in the checkout notes to combine it together. 

Once I have combined your order, I will refund the remainder of the shipping cost back to you.

✦ Will sold out designs be restocked?

It depends on the design. FFXIV Soul crystal job/class charms will always be restocked! Most FFXIV character pins will be restocked as well. Some other designs and items will be restocked and some won't. You can sign up to be notified by email once an item is back in stock on the sold out listing.

If I have any planned restocks or drops, you can view the upcoming shop updates!

I will always post on social media for any updates on when to expect restocks. If there's a specific item you're curious about feel free to send an email and ask.

✦My parcel has not arrived yet / My tracking number has not updated in some time?

Please be advised that international shipping is suffering from major delays due to the pandemic backlog! The estimates for arrival are in working days, and varies depending on your country and delivery services. Some parcels can take up to 3 months to arrive just due to the delay. Due to flight cancellations and government restrictions because of COVID-19, Australia Post is working with partner airlines and other postal operators to move items as quickly as possible, so please keep that in mind if your parcel is taking slightly longer than usual to arrive! :)

Rest assured usually your parcel will still be on its way and keep an eye out on your tracking number as sometimes your shipment is only scanned on the day of delivery because of the sheer volume they have to send out!

If your package still has not arrived over 3 months, please contact me and I can help sort out something with you.

I wish I could do more to speed up this process but once your parcel has been shipped, delivery will be handled by your local postal carriers. Over this year they have been swamped by an unprecedented volume of parcels, and as you can imagine it is a large influx to be delivered so I just want to thank everyone for their patience and support in this situation.

 Returns/Exchanges

All items are considered final sale. Returns are accepted within 14 days of delivery if the item does not match what you had ordered, and I do not accept exchanges for change of mind. I cannot refund shipping fees for any issue. However if your order arrives damaged through delivery or is missing an item, please contact me and I will to my best to sort it out for you!

✦Taxes and Fees

Depending on certain countries and regulations, VAT and GST will need to be collected. This will be automatically calculated at checkout if this is the case.

Any taxes or fees incurred through international customs will need to be paid by the receiver. You can find out about the customs and regulations of your country in your local postal service guides.

EU Customers - From July 1 2021, your parcel may incur additional VAT payments that need to be collected before receiving your parcel. Please ensure you pay this in order to collect your order.