Welcome to Fiveluxx – Terms of Service
These Terms explain how we process orders, payments, shipping, returns, and your privacy when you shop at fiveluxx.com. We operate under Danish and EU law while respecting the mandatory consumer protections in your home country. For related topics, see our Return & Refund Policy, Shipping Policy, and Privacy Policy.
1.1 These Terms of Service (“Terms”) apply when you, as an individual consumer, purchase from www.fiveluxx.com and related websites (the “Website”). By ordering, you enter into an agreement with Fiveluxx, Mellemvang 6, 2680 Solroed Strand, Denmark (“Fiveluxx”, “we”, “us”).
1.2 Contact: support@fiveluxx.com
2.1 We sell to private individuals (consumers). You must be of legal age and authorized to enter agreements under applicable law.
2.2 After checkout you’ll receive an order receipt (acknowledgment). A binding agreement is formed when we send your final order confirmation and/or shipping confirmation. We may refuse an order (in whole or part) per our Fair Trade policy, in cases of obvious error, suspected fraud, incorrect checkout info, or out‑of‑stock items. We’ll notify you as soon as possible in such cases.
2.3 A customer account may be created in connection with your order. You can view orders, favorites, register returns, etc., via your Fiveluxx Account.
2.4 If the product is a gift, you can print a gift receipt. Gifts returned by the recipient may be exchanged for a gift card.
3.1 Prices shown at checkout apply. Prices include VAT where applicable. For some “unbranded” products shipped from outside the EU, import taxes may apply (see Section 4).
3.2 If a listed price or product info is clearly incorrect and you knew/should have known, we will contact you to rectify before proceeding.
3.3 Available payment options are displayed at checkout and may vary. Additional fees may apply depending on your selected payment method.
3.4 For card payments, the amount may be reserved immediately and captured when goods ship, or released per your card issuer’s rules.
Gift cards are valid for 2 years and can be used in full or part; any remainder stays on the card until expiry. Store credits (including refunds as credits; see Section 8.14) are valid for 2 years from issue. Once the 14‑day right of withdrawal (Section 8) is over, gift cards are not redeemable for cash unless required by law.
5.1 Delivery options and fees appear at checkout. Large/heavy items may incur a handling fee. Complete details are in our Shipping Policy.
5.2 Processing time is typically 12–48 hours; some orders may take up to 4 business days to process (excl. weekends/holidays). Estimated delivery times are calculated from final confirmation (not the moment of ordering) and vary by carrier and warehouse location.
5.3 Title and risk pass to you upon receipt. If you’ve agreed with the carrier to leave the parcel at your address (e.g., unattended drop), you’re deemed to have received it when the carrier confirms delivery (e.g., GPS/photo). After receipt, you bear the risk of theft/damage.
5.4 These Terms primarily address EU deliveries; international shipments may include duties/taxes (see Section 12 and Shipping Policy).
You must collect/receive your parcel per the delivery instructions. Uncollected parcels return to our warehouse. We may charge a fee (min. EUR 16, or higher if our shipping cost is higher) to cover outward/return shipping and handling.
7.1 Promotions/discount codes/gifts (“Offers”) are valid only for the stated period, while stock lasts, and under stated terms. Offers can’t be combined unless explicitly stated. Enter the code or complete the required action before checkout to qualify.
7.2 If you return items from an order with a gift/discount Offer and you no longer meet the Offer’s conditions, you must return the gift or we may deduct its value from your refund/store credit.
7.3 When an Offer ends, these Terms continue to apply to any products previously covered.
8.1 Under EU consumer law, you may cancel your purchase within 14 days from the day you (or someone on your behalf) receive the product. If you cancel within 14 days, you are entitled to a refund; see Section 8.11 regarding possible deductions for use beyond necessary inspection.
8.2 We also grant an additional 16 days (total of 30 days from delivery) for returns. This extended return right requires that the product is completely unused, in original condition, and in original packaging with all tags present.
8.3 During the 14‑day withdrawal period, you may open packaging and examine the product to the extent necessary to assess its nature, quality and function. If you handle the product more than necessary, we may deduct an amount from your refund (see Section 8.11).
8.4 If you withdraw from the entire purchase, we refund all payments for that purchase, excluding delivery costs. We do not refund any extra cost for your choice of a more expensive delivery option.
8.5 For partial returns (only some items from a multi‑item order), we do not refund delivery/handling/payment fees.
8.6 After the statutory 14‑day withdrawal period expires, you may still return for up to 30 days if the product is unused and in original condition/packaging with tags.
8.7 Exclusions: for hygiene/health reasons, sealed goods (e.g., cosmetics, certain beauty tools, lingerie, swimwear, earrings) cannot be returned once unsealed/opened. Custom/personalized products are non‑returnable. If an exclusion applies, it will be stated on the product page.
8.8 For easy handling, register your return in your Fiveluxx Account and send the product to us.
8.9 Return address: Fiveluxx, Mellemvang 6, 2680 Solroed Strand, Denmark. You are responsible for the item until it reaches us. We recommend tracked shipping with appropriate insurance.
8.10 Alternatively, you may use your national consumer agency’s standard withdrawal form and contact us via our site chat, contact form, or email (see Section 1.2).
8.11 If you withdraw within 14 days, but the item shows use beyond necessary inspection, we may deduct an amount corresponding to the reduced value (based on the item’s condition upon return vs. original value). For returns after the 14‑day legal withdrawal (but within 30 days), refunds are only accepted if unused and in original condition/packaging with tags.
8.12 For 14‑day withdrawals, refunds are made within 14 days from the day you informed us, but we may withhold the refund until we receive the goods or you provide evidence of return shipment.
8.13 For the extended return period (days 15–30), we first receive and inspect the item before refunding. Acceptance requires unused/original condition as above.
8.14 Unless otherwise agreed, refunds are issued as store credit to your Fiveluxx Account, which you may use on future purchases or convert to gift cards. Contact us if you prefer a different refund method.
9.1 If your item is defective, you may have the right to repair, replacement, or refund under mandatory consumer law in your country of residence.
9.2 To complain, contact us via our site contact form or email (Section 1.2). Our return address is the same as in Section 8.9. Please notify us as soon as you discover the defect.
9.3 If the complaint is justified, we reimburse in accordance with applicable law. If not justified, we may charge shipping/handling (min. EUR 16, or higher if our shipping cost is higher).
10.1 To shop at Fiveluxx, you must not attempt fraud or illegal activity; misrepresent yourself as a consumer for commercial purposes; exert undue pressure/threaten staff; or order with no intent to keep items (this doesn’t affect your legal withdrawal rights). These points together form our “Fair Trade Policy”.
10.2 Examples of violations include: return fraud (label/price tag swapping, false loss claims); posing as a consumer while reselling commercially; ordering for business photography then returning under consumer withdrawal; abusing loyalty/discounts/gifts; pressuring staff for exceptions; excessive abnormal buying/returning indicating no intent to retain goods.
10.3 We may refuse orders if we have reasonable grounds to suspect Fair Trade violations. We sell only to consumers, and a binding purchase exists only once the final order/shipping confirmation is issued.
10.4 Assessments use non‑discriminatory criteria (e.g., frequency/timing of purchases, order composition, return history, attempted identity circumvention). Automated flags may be reviewed by staff; the final decision is made by staff. If refused, we’ll notify you via the email used on the order. The decision applies across profiles/emails; attempting to circumvent is itself a violation.
10.5 Fiveluxx is the personal data controller for processing related to our Fair Trade Policy. See our Privacy Policy for details and your rights. Legal basis: legitimate interests (fraud prevention, policy enforcement). We typically process purchase/return pattern data for up to one year; some cases may require longer (e.g., unclear patterns, long‑term suspected breach, or your own request for reassessment). Records of a refusal may be retained up to three years from the last denial.
10.6 You may request we reconsider a refusal; contact us via the email in Section 1.2.
10.7 This policy never prevents you from using your legal 14‑day withdrawal (Section 8) or our 30‑day return (where applicable). It may, however, prevent entering a new agreement with us in specific cases.
11.1 If there’s a defect or delay, we’re liable for your loss to the extent required by mandatory consumer law, provided you take reasonable steps to mitigate your loss.
11.2 We’re not liable for events beyond our reasonable control (force majeure), e.g., war, natural disasters, or a WHO‑characterized pandemic. You may still cancel per applicable law.
12.1 We may require a “common” shipping and billing address where verification fails or risk is elevated.
12.2 For international shipments, goods may be imported on your behalf by Fiveluxx or a subcontractor (e.g., customs broker). You authorize this import and agree to pay applicable import taxes/duties in addition to the purchase price, where required by law.
13.1 We may update these Terms; the version you accept at purchase applies to that purchase. The latest version is always published on the Website.
13.2 These Terms are governed by Danish law, but you retain the benefit of mandatory consumer protections in your country of residence. If any provision is invalid/unenforceable, the remaining provisions remain in force.
13.3 We’re a Danish entity subject to Danish and EU law. We do not intend to exclude/limit mandatory rights in your jurisdiction.
14.1 We want every purchase to feel safe and enjoyable. For questions or complaints, contact us using the details in Section 1.2.
14.2 If we can’t resolve a matter, you may seek help via the European Consumer Centres Network (ECC‑Net) or the EU ODR platform in your country.
14.3 Disputes may also be brought before any competent court where you are domiciled.
Fiveluxx — Contact
Mellemvang 6, 2680 Solroed Strand, Denmark
Email: support@fiveluxx.com
Phone: +45 40201759