Frequently asked questions

1. HOW CAN I CONTACT YOU?

If you would like to contact us, please email on customercare@5thstory.com. Alternatively you can call us on +44 2031379116.

2. HOW CAN I WORK WITH 5TH STORY?

We are always looking for great people to join our team. Have a look at our current vacancies, or send us an email with your CV and why you think you are a great fit to jobs@5thstory.com

3. WHERE DOES THE FUR COME FROM?

We buy only the fur from small European farms that are personally inspected against a 15-point checklist which exceeds government standards for aspects like cleanliness, feed quality, and staff-to-animal ratio.

4. HOW DO YOU ENSURE QUALITY?

We call our approach “honest luxury” – meaning we want to make the sourcing of our furs completely transparent to reassure our customers that the animals were treated respectfully.  We buy only from small European farms that are personally inspected by 5th Story staff.

5. WHY IS QUALITY IMPORTANT IN FUR?

Buying a fur garment is an emotional and financial investment, one that should last for many years. As a natural product, the quality of the fur is a testament to the way in which it was produced. Quite simply, high quality comes from high animal welfare - A healthy and well-kept animal will produce the finest pelt.

6. WHY IS REAL FUR SO EXPENSIVE?

Fur is a luxury material, just like gold or diamonds, that is produced in limited quantities. The fur production process is one that cannot be hurried and this is another reason why fur is prestigious and comes at a price. The price of fur garments reflects many hours of skilled work required to produce them. Once the furs have been purchased from the farmer and sent to the processors for “dressing” and other special treatments, the pelts are individually matched for quality and coloration in the designer’s atelier. The pelts are then cut and “blocked” (dampened, stretched and tacked on a “blocking board”) to fit the pattern. The sewing and finishing stages are done by experienced technicians. Because furs are created by nature, no two pelts are exactly alike. The genius of furriers is their ability to create a homogenous fabric-like material, while skillfully using the natural character of the pelts to enhance the design of each garment.

7. HOW LONG SHOULD I EXPECT MY FUR GARMENT TO LAST?

That depends on the type of fur. Persian (karakul) Lamb, fox, as well as raccoon are also very durable furs. Chinchilla, the softest of all the furs, is more fragile. With proper care furs can last up to 35yrs. There is a strong vintage market in fur which reflects it's durability.

8. WHERE DO YOU MANUFACTURE?

Our products are handmade in Estonia by an expert furrier team of 10. All our leather trims and printed furs are made in Italy. 

9. HOW SHOULD I TAKE CARE OF MY PRODUCT?

Please see our care page: www.5thstory.com/care

10. DO YOU OFFER FREE SHIPPING?

We offer our customers FREE INTERNATIONAL SHIPPING. We value our customers and want to make purchasing as transparent as possible. 

11. WHAT SHIPPING COMPANY YOU ARE USING?

Your order will be delivered by DHL, your signature will be required upon delivery. If you are not home, DHL will leave a notice card after each delivery attempt to advise you what you can do to arrange the receipt of your package. 

If you have any questions related to your delivery, please contact: customercare@5thstory.com

12. CAN I TRACK MY ORDER?

Yes, you can. We will send you your tracking number once your purchase is dispatched.

13. WHAT ABOUT TAXES AND DUTIES?

UK VAT will be applied to orders dispatched within the United Kingdom and EU. Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.

The following countries are shipped to on a DDP (Delivery Duty Paid) basis:

Australia
Austria
Bahrain
Belgium
Bulgaria
Canada
Chile
Croatia
Cyprus
Czech Republic
Denmark
Egypt
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Japan
Latvia
Lithuania
Luxembourg
Malaysia
Malta
Monaco
Netherlands
New Zealand
Norway Philippines
Poland
Portugal
Romania
Singapore
Slovakia
Slovenia
Spain
Sweden
Switzerland
Thailand
United Kingdom
United States

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. As we are unable to advise the amount this may be, we will always seek your confirmation by email prior to dispatching a DDU order.

14. IS THE PURCHASE INSURED DURING THE TRANSPORT?

5th Story insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by 5th Story and transfer of responsibility in the same way.

15. WHAT IS YOUR EXCHANGE POLICY?

All prices listed on our site are in UK pounds, and charged to your credit card in UK pounds. The bank that has issued your credit card determines the exact exchange rate that you will be charged, but in general it should match closely with the current rate. To get an estimate of the current rate, check out the link below:

XE.com - Foreign Exchange Rate Calculator
(Please note that we do not make any guarantees or promises about what the current exchange rate is or what you will be charged by your bank, as this is out of our control.)

16. ANY SHIPPING RESTRICTIONS?

Unfortunately, due to certain legal restrictions, we currently do not ship products to Russia.

17. WHAT IS YOUR RETURNS POLICY?

Returning an item couldn’t be easier. Try your purchases on in the comfort of your own home and if you need to send them back, you have 30 days from the date you received your order to exchange or return. We will collect from your home, work or an alternative address free of charge

Shipping is complimentary on all exchanges; however, if you are based outside the EU you may be charged taxes and duties.

18. HOW DO I RETURN MY PRODUCT?

Please contact customercare@5thstory.com and we’ll arrange a DHL pre-paid pick-up for you. *please note* all returns must be sent with original labelling and packaging

19. HOW LONG WILL MY REFUND TAKE?

Refunds take between 3-7 working days to show on your account depending on processing times between payment providers. Your refund will be credited to your original payment method upon receipt of goods at our returns depot. You will be informed via email once goods have been received.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through 5th Story. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.