Frequently Asked Questions
Below are a number of questions we often get asked, click on the + symbol to expand the answer
It’s likely you haven’t logged in before, or you have changed your email address since the last time you logged in. So you need to use your “Default password” – which is your email address. Once you are logged in you will be prompted to change your password.
Click and Collect gives you the flexibility of ordering online from the comfort of your own home and being able to pick up your garment from our store at your convenience. We will notify you by email when your order is in store and ready to be collected. No more missed couriers!
Acceptable ID types are photo IDs such as:
- New Zealand driver’s licence
- Passport
- 18+ card
- Photo Credit Card
If you tried logging in with your email address and the password you tried isn’t recognised, then it is possible that this is your first time logging in.
So try logging in with your default password as below.
Existing VIP Member (Returning Customer) First Time Log in instructions:
If you have ever shopped at our physical Fifth Avenue Menswear store and/or joined up as a VIP Member then you are most likely already pre-registered to shop online with your email address.
If you have, and receive our email newsletters, then follow the instructions below:
Existing VIP Member (Returning Customer) First Time Log in instructions:
If you tried creating a “New Customer” with your email address and it wouldn’t let you, then it is possible that you are already an existing customer and your email address is already registered to shop online.
So try logging in with your default password as below.
Existing VIP Member (Returning Customer) First Time Log in instructions:
There is no charge for Click & Collect.
If you are a new customer simply click on the link at the top of our website “Login | Register” , then click on “create a new account” and follow the prompts.
If you are one of our VIP member, or have signed up in store to receive our newsletters you already have an account set up for you and you are pre-registered to shop online. If this is your first time logging in, you will need to log in using your default password, which is your email address, and choose a new password. It’s a good idea to check “Remember me next time” so you don’t have to login each time you visit.
All you have to do is:
- Click “Log in” on our website
- Enter your email address as a “Returning Customer” – this is the same email address that we send to you our newsletters
- Enter your default password: (which is the same email as point 2 above
- Check the “Remember me” box to make your next visit easy
- You’ll then be prompted to change your password to whatever you choose – Easy!
We have useful “Size Charts” for each category to refer to. Measure yourself and check the details of each garment you like, for any specific information about the fit. Alternatively we can arrange a fitting for you in our store.
If you tried using “Forgot Password” and your email isn’t recognised, then it is possible that this is your first time logging in.
So try logging in with your default password as below.
Existing VIP Member (Returning Customer) First Time Log in instructions:
Yes, if they have the order confirmation and a photo ID they will be able to pick up your order.
Yes, contact us with the details of the garment and we will hold it in store for up to 48 hours for you so that you can come in and try it on in our store.
Yes! – If you are unhappy with your purchased item for any reason, please return it for a refund or exchange within 28 days.
Providing the items returned have not been worn and still retain their original tags, labels and packaging (like shoe boxes for example) we will refund you the purchase price of the item. If you wish to exchange for another size, colour or completely different item that is fine to – just let us know what you want and we will sort it out. The sooner you return the item to us the greater chance we will have what you want, so let us know if you are not happy asap.
Returns received after 28 days may not be accepted and will be assessed at our discretion. Freight costs will not be refunded, only the value of the item. However, exchanged items will be shipped to you for Free.
Procedure for Returns or Exchanges:
- Complete a “Returns Form” here and submit
- We will contact you asap to confirm the return and any possible exchanges you may like
- Wrap in similar packaging to what you received, to protect the garments or shoe boxes.
- Courier to us with a Tracked Courier – for your insurance (they remain your responsibility until we sign for them).
- On receipt we will contact you for your Credit Card details for a Refund, or payment if required for an exchange of greater value, and then ship the new item to you for Free.
No – only one method of delivery can be chosen.
