Shipping policy

This Shipping Policy explains how FIVE LUXX handles order processing, shipping, delivery, tracking, shipping fees, delivery issues, and related shipping matters.

FIVE LUXX is a brand owned and operated by Luxx Commerce ApS. This policy applies to orders placed through our webshop and should be read together with our Country List, Refund Policy, Terms of Service, and Contact Information.

Shipping at a Glance

 

1. General Shipping Information

FIVE LUXX is an online fashion, footwear, apparel, and lifestyle webshop. Products may be stocked and shipped from different warehouses or fulfillment partners depending on product availability, destination, carrier availability, and operational setup.

We understand that waiting for an order can feel long. We therefore do our best to prepare and dispatch orders as quickly as reasonably possible. Most orders are initiated and prepared within 12-48 hours after order confirmation, although processing may take longer during busy periods, promotional campaigns, public holidays, stock checks, supplier delays, or carrier-related disruptions.

Delivery times are estimates and are calculated from dispatch, not from the time the order is placed.

2. Order Processing Time

Order processing is the time required to verify, prepare, pack, and hand over your order to the carrier.

 

Business days exclude Saturdays, Sundays, and public holidays.

Processing time is separate from delivery time. Delivery time begins once the order has been dispatched and handed over to the carrier.

3. Order Confirmation and Dispatch Emails

After placing an order, you should receive an order confirmation by email.

If you do not receive your order confirmation, please check your spam or junk folder and ensure that the email address entered at checkout was correct. If you still cannot locate the confirmation, please contact us via our Contact page.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information, where tracking is available.

4. Tracking Your Order

You can track your shipment through our Order Tracking page.

Tracking updates may take some time to appear after dispatch. This is normal and depends on when the carrier scans the parcel into its system.

You may receive several emails regarding the progress of your shipment, depending on the carrier, destination, and shipping method.

5. Delivery Times

Estimated delivery times depend on the destination country, product availability, warehouse location, carrier service, and selected shipping option.

Destination-specific delivery estimates are listed in our Country List.

Delivery times are estimates only. Delays may occur due to factors outside our control, including but not limited to:

·         carrier delays

·         customs processing

·         incorrect or incomplete address details

·         weather conditions

·         local holidays

·         high-volume shopping periods

·         operational disruptions

·         failed delivery attempts

·         events beyond our reasonable control

6. Shipping Fees and Free Shipping

Shipping fees are calculated and displayed at checkout before you complete your purchase.

Where applicable, standard shipping fees and free-shipping thresholds are also listed in our Country List.

Free shipping may be offered for selected destinations, order values, or promotional campaigns. If free shipping is available for your order, this will be shown at checkout.

Shipping fees are non-refundable unless otherwise required by applicable law or unless the issue is caused by an error for which we are responsible.

7. International Shipping, Customs, Duties, and Taxes

Orders may be shipped from warehouses or fulfillment partners located in a different country than the delivery destination.

Where customs clearance, import taxes, duties, brokerage fees, or similar charges apply, these may be charged either at checkout or by the carrier, customs authority, broker, or local authority before or after delivery.

Unless clearly stated otherwise at checkout, the customer is responsible for any customs duties, import taxes, brokerage fees, local charges, or similar costs that may apply to the shipment.

For international shipments, goods may be imported on behalf of the consignee/customer. By placing an order, the customer authorizes FIVE LUXX and its shipping, fulfillment, or customs partners to take the steps reasonably necessary to arrange import, customs clearance, and delivery of the order.

Nothing in this section limits any mandatory consumer rights that may apply under applicable law.

8. Address Accuracy

Please ensure that the shipping address entered at checkout is complete, accurate, and suitable for delivery.

This includes, where applicable:

·         full name

·         street name and number

·         apartment, unit, floor, or building number

·         postal code

·         city

·         country

·         phone number

·         delivery instructions, if relevant

FIVE LUXX is not responsible for delivery issues caused by incorrect, incomplete, outdated, or undeliverable address information provided by the customer.

If an order cannot be delivered due to incorrect or incomplete address details, additional shipping costs may apply, or the order may be returned to sender.

9. Failed Deliveries and Refused Shipments

If a delivery attempt fails, the carrier may attempt redelivery, leave the parcel at a pickup point, return the parcel to sender, or follow its own delivery procedure.

If a shipment is refused by the customer, not collected from a pickup point, or returned due to failed delivery attempts, the customer may be responsible for:

·         the original shipping fee

·         return shipping costs

·         carrier handling fees

·         customs, duties, or import charges, where applicable

·         any additional costs caused by the failed or refused delivery

Any such amounts may be deducted from any refund or store credit issued, unless otherwise required by applicable law.

 

10. Lost, Missing, or Delayed Packages

If your package appears to be lost, missing, or significantly delayed, please contact us via our Contact page as soon as possible.

To help us investigate, please include:

 

We will review the case and may assist with a carrier investigation or claim where appropriate.

Claims and carrier investigations may take time, depending on the carrier and destination. Some carrier investigations may take up to 30 days or longer.

11. Packages Marked as Delivered

If tracking shows that a package has been delivered but you have not received it, please first check:

·         around your delivery location

·         with household members

·         with neighbours

·         at reception, concierge, or building management

·         at the local pickup point, if applicable

·         whether the carrier left a delivery notice

FIVE LUXX does not automatically issue refunds, credits, or reshipments for packages marked as delivered by the carrier. Each case is reviewed individually based on the tracking information, carrier response, delivery circumstances, and applicable consumer protection rules.

12. Damaged, Incomplete, or Incorrect Shipments

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as possible via our Contact page.

To help us assess the issue, we may request:

·         photos of the outer packaging

·         photos of the item(s)

·         photos of any visible damage

·         a photo of the shipping label

·         a description of the issue

If the parcel shows visible external damage upon delivery, we recommend noting this with the carrier where possible and keeping all packaging until the case has been reviewed.

Each case is assessed individually to determine the appropriate solution.

13. Out-of-Stock Items

In rare cases, an item may become unavailable after an order has been placed.

If your order includes multiple items and one or more items are out of stock, we may ship the available items and refund the unavailable item(s) to the original payment method.

If an entire order cannot be fulfilled, we will cancel the affected order and issue a refund to the original payment method.

14. Order Changes and Cancellations

Orders are processed quickly once placed.

If you need to change or cancel an order, please contact us as soon as possible via our Contact page.

Once an order has been prepared, packed, dispatched, or handed over to a carrier or fulfillment partner, changes or cancellations may no longer be possible.

15. Reserved Rights Regarding Shipping

To protect our customers, business, and fulfillment operations, FIVE LUXX may require additional verification before processing certain orders.

We may limit, refuse, cancel, or review orders where we identify or reasonably suspect:

·         incorrect, incomplete, or unverifiable address information

·         inconsistent shipping and billing information

·         potential fraud or unauthorized payment activity

·         unusual order activity

·         repeated failed deliveries

·         irregular or excessive return activity

·         activity suggesting misuse of our policies or services

Where an order is cancelled before fulfillment, any payment captured for the cancelled order will be refunded in accordance with the applicable payment provider process.

Nothing in this section limits any mandatory rights you may have under applicable consumer protection laws.

16. Store Pickup

Store pickup is not currently available for FIVE LUXX orders.

17. Returns, Refunds, and Exchanges

Returns and refunds are handled under our Refund Policy.

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

18. Contact

If you have questions about shipping, delivery, tracking, or a delivery issue, please contact us via our Contact page or email us at support@fiveluxx.com.

Customer service hours:

Monday-Friday · 10:00-14:00 CET

Updated at: 12 JUN 2026