This Return and Refund Policy explains how returns, refunds, faulty items, damaged items, and incorrect items are handled when you shop with FIVE LUXX. Nothing in this policy limits any mandatory consumer rights that apply to you.

Returns at a Glance

Return Window

You have a 14-day right of withdrawal from the day you receive your order, without providing a reason. To exercise this right, you must notify us within the return window and return the eligible item in accordance with this policy.

Conditions for Returns

Returned items must be in a condition that allows them to be resold as new, unless the return concerns a faulty, damaged, incorrect, or non-compliant item.

·         Clothing must be unworn, unused, unwashed, and returned with original tags attached.

·         Shoes must be tried on indoors only and returned with the original shoe box where supplied. The shoe box should not be used as the outer shipping box.

·         Items with makeup, deodorant, perfume, smoke, pet hair, stains, odours, or signs of wear may be rejected or refunded only partially.

·         Hygiene-sensitive products may be excluded from return if opened, unsealed, or used, where permitted by applicable law.

·         Final Sale items are not eligible for standard return unless they are faulty, damaged, incorrect, or non-compliant.

How to Start a Return

To start a return, use the Returns Portal or contact us through the Contact page if you need assistance.

You may be asked to provide your order number and relevant photos, depending on the reason for the return.

Return Shipping Costs

For standard returns, such as change of mind, return shipping costs are the responsibility of the customer unless otherwise stated during the return process.

If an item is faulty, damaged, incorrect, or non-compliant, contact us before returning the item so we can assess the case and provide instructions.

We recommend using a tracked return method and keeping your shipping receipt until the return has been processed.

Refunds

Once we have received and inspected the returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method used at checkout.

Refunds are typically processed within 14 days after we receive the returned item. Depending on your payment provider, it may take additional time before the funds appear in your account.

Optional Store Credit

Where available, customers may choose store credit instead of a refund to the original payment method. Store credit is optional and may include an additional bonus amount where this is clearly offered during the return process. Choosing store credit does not affect your right to request a refund to your original payment method where applicable.

Damaged, Faulty, Incorrect, or Non-Compliant Items

If you receive a damaged, faulty, incorrect, or non-compliant item, contact us as soon as possible through the Contact page.

To help us assess the issue, we may request photos of the item, the outer packaging, and the shipping label. Each case is reviewed individually to determine the appropriate solution.

Exchanges

FIVE LUXX does not currently offer direct exchanges. If you would like another size, colour, or product, please return the original item in accordance with this policy and place a new order.

Related Information

For delivery and tracking information, see the Shipping Policy. For country-specific delivery estimates, see the Country List.

 

Updated at: 12 JUN 2026