At Fiveluxx, your satisfaction comes first. Our Return & Refund Policy makes online shopping simple and secure, whether you’re buying affordable luxury fashion, beauty essentials, or accessories. In line with EU consumer rights, you enjoy a 14-day withdrawal period plus an extended 30-day return option. Learn how to return clothing, shoes, and beauty items easily and receive your Fiveluxx Customer Account credit, refunds, or gift cards with confidence.
8.1 According to EU consumer protection legislation, you have the right to cancel your purchase within 14 days from the day you, or a person on your behalf, receive the product that you have purchased on the Website. In the case of cancellation (within 14 days) we will issue a credit to your Fiveluxx Customer Account that can be used for other orders or exchanged to gift cards etc.
8.2 In addition to this, we give you another 16 days (a total of 30 days) of right to return. However, we do not offer returns for goods that are not completely unused, which you can read more about below.
8.3 When you exercise your legal right of withdrawal of 14 days, you have the right to open the packaging and examine the product to the extent required in order to assess its character, quality and function. In these cases, you have the right to a full refund if you notify us within 14 days from the day you received the product. If you handle the product to a greater extent than required to determine its character, quality and function, we have the right to deduct a sum from the refund. Read more about what it means below in section 8.11.
8.4 If you use your right of withdrawal with regard to all products included in a purchase (a full return), we will refund all payments received from you related to such specific purchase, excluding delivery costs. We will not refund any additional costs resulting from your choice of another delivery option.
8.5 If you use your right of withdrawal with regard to only part of the products included in a purchase (a partial return), we will similarly not refund you for delivery-, handling- or payment costs.
8.6 If you wish to exercise the right to return after the statutory 14-day right of withdrawal has expired, you may do so for up to 30 days after delivery of the product, provided that the product is completely unused, in its original condition and in its original packaging with all tags present.
8.7 For certain products, neither the right of withdrawal nor the right to return apply. If a product is not suitable for return due to health and hygiene reasons, you will not be able to return the product if you have broken the seal on the product or otherwise opened the packaging. Also, you do not have the opportunity to return a product that has been manufactured according to your instructions or that otherwise been given a clear personal touch. If the right of withdrawal or right to return does not apply, it will be stated in connection with the product.
8.8 You can use your right of withdrawal and return in several different ways. For easy handling, we recommend that you register your return in your Fiveluxx Customer Account and then send the product back to us.
8.9 Our return address is Fiveluxx, Mellemvang 6, 2680 Solroed Strand, Denmark. You are always responsible for any damage or loss during the return shipping. We recommend that you return the product with a courier with tracking codes and that you make sure to include insurance coverage for the shipment’s content.
8.10 If you do not want to register your return in your Fiveluxx Customer Account, you can use the standard form for exercising the right of withdrawal provided by the consumer agency in the country where you have your domicile (our contact details are set out in section 1.2). You can also contact us through the contact form on the Website, by writing to us in our chat or by contacting us by email at the contact details set out in section 1.2.
8.11 If you use your right of withdrawal within 14 days, we have the right to deduct an amount by which the value of the product has been reduced if you have used the product more than necessary to determine its character, quality and function. Such a deduction is made according to the product’s value upon return compared to the original value at the time of purchase. If you want to return a purchase after the 14-days legal right of withdrawal has passed, you are entitled to a refund for up to 30 days from the time you received the product with our right to returns provided that the product is unused, in its original condition and in its original packaging including all labels and tags.
8.12 When you use your right of withdrawal within 14 days, we will make your refund within 14 days from the day you notified us that you wish to cancel your purchase or announced that you wish to use your right to return. However, we will not make the refund until we have received the returned product or before you have shown that you have sent it to us.
8.13 When you use your extended right to return after the first 14 days, we will await the returned product and inspect it before we make your refund. We only accept your return and make your refund if the product is unused, in its original condition and in its original packaging including all labels and tags.
8.14 All refunds will as a standard be inserted as credit in your Fiveluxx Customer Account which when inserted as per above provisions will be available to use for purchasing other products or use as a gift card. Please contact us if you have other wishes in terms of refunds.