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 already shipped, we will request a carrier intercept where possible.

No - you can check out as a guest. Creating an account lets you track orders and speeds up checkout, as well as you will benefit from major 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 processed within 8–48 hours. During peak periods, processing can take up to 3 business days before handoff to the carrier. Note, when handed over the carrier you will receive an email with notice of the updated status including the assigned tracking number. 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.

EU/EEA: 1–5 business days after dispatch typically.
Outside EU (where available): 5–10 business days. Remote areas may take longer.

Follow your order via your tracking link.

Within the EU we typically charge the equivalent of 7 EUR, but depends on weight, destination, and chosen service, such as Express and Economy.

However, we offer free shipping when you order above our minimum threshold which can be seen on the webshop, and during special periods, we might offer free shipping no matter the order amount.

Final shipping rates are always shown at checkout.

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

Yes - free shipping on orders over the minimum threshold to delivery points in: Denmark (excluding the Faroe Islands and Greenland) and most European countries (excluding Malta and Cyprus).

To North America on orders over the equivalent of €150.

See our Shipping Policy for specific details.

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 in such case.

Store pickup is not available at this time.

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

For EU/EEA customers - no additional import taxes nor VAT will apply.

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.

In addition, we offer a 30-day store return window for unused items in original condition (exclusions: final sale, gift cards, hygiene-sealed beauty if opened).

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 issued to the original payment method within 3–10 business days (bank times vary). You will receive an email confirmation.

Yes, however the fastest way is to return the item and place a new order for the size or color you want.

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

Available options for your location appear at checkout, and is dependant on the geographical availability and presence of the individual providers.

ALL transactions are fully encrypted using best industry standards for Secure Payments.

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 guarantee all products to be 100% authentic and original .

We only source from trusted partners and in many cases directly with the brands.

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

Our size guides typically indicates the cm, inches etc.. combined with a "True-to-Size" indicator for you to order the right size.

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 curate a specific style and trend of fashion products, only from trusted partners and in many cases directly with the brands. Many of our products are located and shipped from Denmark, but some products might be shipped from other European warehouses.

Learn more in How We Curate Products.

YES! - ALL our fine products are not just authentic and purely original, but also fully covered by warranties as per EU regulation against manufacturing defects.

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 laundry 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: Landry 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 preferences in Your Privacy Choices.

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 Privacy Choices 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, 9-16 CET)
Address: Mellemvang 6, 2680 Solrød Strand, Denmark
See our Legal Notice for full details.