These terms apply to pre-orders from THE FIVE A/W 26 collection and form part of your contract with SHOULDER LTD. They sit alongside your statutory rights, which are not affected.
01 ABOUT SHOULDER
SHOULDER LTD is a company registered in England and Wales under company number 17391136. Our registered office is 22 Breeze Meadow, Faversham, ME13 7FZ. Customer enquiries can be sent to hello@shoulderthefive.com.
02 WHAT A PRE-ORDER MEANS
A pre-order reserves a piece that is currently in production rather than held as ready-to-dispatch stock. Payment is taken in full when you place the order. Your order is accepted when Shopify sends your order confirmation. If we cannot accept or fulfil it, we will contact you and refund the amount paid.
THE FIVE is being made in an extremely limited production run. Live remaining availability is shown on each piece's pre-order page. Pre-orders close when the available production capacity is reached.
03 HAND-FINISHED CHARACTER
Every piece is handmade and hand-embellished in India by a fourth-generation atelier. Minor differences in finished weight and the exact placement of beads, sequins and fringe are part of this process. The approved overall design, colour story and silhouette will remain the same; these small variations are not faults.
04 PRODUCTION + DISPATCH
Our current expectation is for the finished pieces to arrive from the atelier in the UK during the final week of November 2026. Each order will then be inspected before dispatch. This timing is an estimate, not a guaranteed delivery date.
If a material delay arises, we will contact you using the details supplied at checkout and give you the available options, including cancellation and a full refund where applicable.
05 DELIVERY + TRACKING
Orders are dispatched from the UK using tracked delivery to the UK address entered at checkout. Once your order leaves us, Shopify will send a dispatch confirmation containing the carrier and tracking link. Standard tracked delivery is expected to take 3–5 business days after dispatch, although carrier timings can vary.
06 CANCELLATION BEFORE DISPATCH
To request cancellation before dispatch, email us promptly with your order number. If we can stop the order before it leaves us, we will cancel it and issue a refund. If it has already been dispatched, the returns process below will apply.
07 RETURNS + REFUNDS
For UK online orders, you normally have 14 days from the day after delivery to tell us that you wish to cancel, followed by a further 14 days to return the piece. To begin a return, contact hello@shoulderthefive.comwith your order number. Unless the item is faulty, damaged or not as described, you are responsible for the cost and safe return of the item.
Returned pieces must be unworn, with their original presentation and all tags attached. You may inspect a piece as you would in a shop; we may make a lawful deduction if it has been handled beyond what is necessary to establish its nature, characteristics and function. Eligible refunds are made to the original payment method within 14 days of receiving the returned goods or acceptable evidence that they were sent back. Any standard outbound delivery charge paid will be refunded as required by law.
08 FAULTS + DAMAGE
If your order arrives damaged, faulty or not as described, contact us as soon as possible with your order number and clear photographs. Your legal rights under the Consumer Rights Act 2015 are unaffected.
09 CONTACT
For pre-order, delivery or returns questions, email hello@shoulderthefive.com.