FAQs
GENERAL QUERIES
Where can I send an enquiry regarding Five Guys Merch?
Our Merch customer service team is available through email at merchandise@fiveguys.co.uk from Monday – Friday, 09:00 to 16:00.
Where do you deliver Five Guys Merch?
We only deliver to England, Scotland and Wales.
What payments options are available?
We accept the following payments on our Merch store:
- Visa
- Visa Debit
- Mastercard
- American Express
- Discover
- Diners Club
- Maestro
- Apple Pay
- Google Pay
Do you do discounts on Five Guys Merch?
As we don’t discount our food, we do not offer discounts on our Merch.
PLACING AN ORDER
How do I know my order has been received?
Once you've placed your order, you will be directed to an order confirmation page which will contain your order number. You will also receive an email to the address provided with the information – it can take a few minutes to arrive.
How long will it take for my order to be processed?
We aim to fulfil and despatch orders within 1 working day of the order being placed. Please allow up to 5 working days for any delays.
Can I amend or cancel my order?
We want you to receive your items as soon as possible, so once your order has been placed, it cannot be changed or cancelled. If you need to amend your items (different size, colour, etc) please place a new order and return the unwanted items. If you have an issue with delivery details, please email us.
DELIVERY
What are your delivery costs?
All orders between £0 - £49.99 have a postage cost of £4.95. Orders over £50 have free shipping.
How long does delivery take?
All orders are shipped out with a Royal Mail Tracked 48 service, which aims to deliver in 2 to 3 working days. You will receive a shipping confirmation email with the tracking number once your order is dispatched.
Do you have any post code or location restrictions in regards to delivery?
We ship to England, Scotland and Wales. There are no post code restrictions within these delivery areas.
How can I track my order?
You can track your order at https://www.royalmail.com/track-your-item
ORDER ISSUES
What do I do if part of my order is missing?
If your order arrives and you have not received some of the items in your invoice, please email us so we can investigate.
What do I do if I received the wrong item?
If you received an item that is difference than stated on the invoice, please email us so we can investigate.
What do I do if I receive a faulty item?
We’re really sorry that you received a faulty item! Please email us within 2 working days after your delivery so we can investigate and resolve this for you.
Please bear in mind that all faulty items are inspected on return. If there is general wear and tear rather than a fault, you may not be refunded.
RETURNS
What is your Returns Policy?
You have 30 calendar days to return an item from the day of delivery. To be eligible for a refund, your item must be unworn, unwashed, with its original tags and packaging. We are unable to accept returns of socks and headwear due to hygiene reasons.
You can find our full Returns Policy here.
How can I return my item?
Please package your items in their original packaging and attach your invoice to the return.
You will be responsible for your own shipping costs (unless it is a damaged or faulty item), so we recommend using a recorded or tracked service. Shipping costs are non-refundable.
Please make the returns out to:
Five Guys
Unit 4
Pinewood Estates
Wexham Street
SL3 6NB
Can I exchange an item?
We are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.
When will I receive my refund?
Once your returned items are received, we will send you an email as well as confirmation of the refund approval. Your refund will be initiated and returned to your original form of payment. Please allow 7-10 working days for your refund to be processed.
The credit will be applied within a certain amount of days (depending on your card issuer’s policies).
What happens if I haven’t received my refund?
If you haven’t received your refund, please first check with your bank and contact them directly as each card issuer has different refund policies.
If you still have not received your refund, please contact us.