Frequently Asked Questions - Orders, Shipping, Returns & Payments

You’ll receive a tracking link by email as soon as your order ships. You can also check Account → Orders or your Order Tracking page.

We’ll email you a tracking link as soon as your parcel ships. You can also visit account.fiveluxx.com anytime to see live status.

Email support@fiveluxx.com within 30 minutes of placing the order. We process orders quickly, so changes are not guaranteed once processing begins.

Contact support@fiveluxx.com immediately with the correct address and your order number.
If the parcel has already shipped, we will contact the carrier or fulfilment partner where possible, but changes cannot be guaranteed.

No - you can check out as a guest.

Creating an account lets you track orders, speeds up checkout and gives you access to selected discounts and limited-time offers.

Head to our Sitemap for a complete overview of categories, brands, and pages.

We ship across the EU/EEA and selected international destinations. For the most current list and any route restrictions, see our Shipping Policy.

Most orders are prepared within 12–48 hours. In some cases, processing may take up to four business days.

Once your order has been handed over to the carrier, we will email you the tracking number and updated shipping status.

After receiving your tracking number, it might in some cases take up to 12 hours before you can see the next movement via the tracking number.

Delivery times vary by destination. See our specific Country List for the current estimated delivery time for each country we serve.

Follow your order via your tracking link.

Shipping fees vary by destination. Please see our Country List for the current fee and free-shipping threshold for each country.

The applicable shipping rate is displayed throughout the webshop and at checkout.

Yes. We offer free shipping when the order value exceeds the applicable threshold for the destination country.

You can find the free shipping thresholds for each destination country in our Country List as well.

During special periods, we might offer free shipping no matter the order amount. This will be clearly displayed on our webshop and during checkout.

Free shipping promotions apply automatically when eligible, which can also be seen on checkout.

Please contact us within 2 days of the indicated delivery date so we can assist with a carrier investigation.

Carriers may mark a parcel delivered shortly before it arrives.

However, our customer support team will be happy to assist if any doubt exists so please reach out and we will investigate.

If one or more items are unavailable, we will ship the rest of your order and issue a refund to your original payment method for the missing item(s).

We will notify you by email if this happens.

Store pickup is not available at this time.

We ship all orders directly to your address with minimum delay.

Orders delivered within the EU generally do not incur additional import duties. Orders delivered outside the EU may be subject to local duties, taxes or carrier fees.

Outside the EU (where available): local duties and taxes may be collected by the carrier at- or after delivery.

You have a 14-day EU right of withdrawal from delivery.

For complete details, see our Return & Refund Policy.

Return shipping is customer-paid unless the item is faulty or we made a mistake.

A small return / re-stocking fee may be deducted when we provide a label, see the policy for your region.

Visit the Return & Refund Policy and follow the steps. Keep your order number handy.

Once your return is received and inspected, refunds are typically issued to the original payment method within 3–14 days (bank times vary). You will receive an email confirmation.

In any case, you can always reach out to our friendly customer support team, who will always assist you as effectively as possible. Customer Support.

As a default, we do not accept exchanges.

The fastest option is to return the item and place a new order for the preferred size or colour. Contact customer support if you would prefer an eligible refund to be issued as store credit.

We accept major debit/credit cards, PayPal and popular digital wallets such as MobilePay, and Klarna.

Available payment methods depend on your location and will be displayed at checkout.

All transactions are encrypted using industry-standard security measures.

To keep our customers safe, we may review orders and the related payments for unusual activity. If your order is declined, you can request a manual review by emailing support@fiveluxx.com. See our Fair Trade Policy and Privacy Policy.

We may require a common billing/shipping address or cancel orders that show irregular return patterns or potential abuse, to protect our customers and platform. You will be notified by email and can request a manual review via support@fiveluxx.com.

Only one code can be applied per order unless stated otherwise.

Yes. We only sell authentic, original products sourced through established and selected brands, suppliers and distribution partners.

We only source from trusted partners and in many cases directly from brands or authorised distribution partners.

You can check the product-specific Size Guide on each product page.

Our size guides typically include measurements in centimetres and inches, together with fit information where available.

Still unsure? Email support@fiveluxx.com and we will be happy to help.

Popular items are typically restocked.

Click “Notify me when available” or "Pre-Order" where possible or follow our social channels to get informed.

We select fashion products that fit the FIVE LUXX style, assortment and customer focus, only from trusted partners and in many cases directly with the brands themselves. Many of our products are located and shipped from Denmark, but some products might be shipped from our other European warehouses.

Learn more in How We Curate Products.

Products are covered by the mandatory legal guarantee and consumer rights applicable in the customer’s country.

In addition, all shipments are fully insured.

For matters related to warranty, email support@fiveluxx.com with photos and your order number, and we will be happy to take care of your claim.

On the product pages, you can find several product attributes related to the
care and washing instructions for your product.

When receiving the product, you should follow the care label.

When in doubt, contact us before washing or cleaning, and we will assist you.

Note: Laundry and general care guidance on our webshop is to be considered guidance only.

We follow European GDPR standards and honor Global Privacy Control signals.

Read our Privacy Policy and manage your preferences through Cookie Preferences

You can request access, deletion, correction, portability, or restriction of your data. We also support opt-outs of sale/sharing and targeted advertising where applicable.

Start by emailing support@fiveluxx.com or see our Privacy Policy. Identity verification may be required to protect our customers.

Visit your Cookie Preferences (in the footer menu) to opt out. If your browser sends the Global Privacy Control signal, we treat it as an opt-out for that device and browser where applicable.

Email: support@fiveluxx.com
Phone & Whatsapp: +4532330004 (Mon–Fri, 10-14 CET)
Address: Mellemvang 6, 2680 Solrød Strand, Denmark
See our Legal Notice for full details.