Frequently Asked Questions
Shopping, products, delivery, returns and support,
in one place.
Start with a topic.
Orders & Payment
Can I change or cancel my order?
Contact us as soon as possible. We can change or stop an order only before fulfillment begins. Once production or preparation has started, changes may no longer be possible. Your statutory rights remain unaffected.
What should I do if I have not received an order confirmation?
Check your spam or junk folder first. If the confirmation is still missing, contact us using the email address entered at checkout.
Which payment methods can I use?
The payment methods available for your order are displayed securely at checkout.
Do prices include VAT?
Prices are shown in EUR and include the applicable VAT for the selected European Union market. Delivery costs are added separately at checkout.
Delivery
Where does THE FIVE deliver?
THE FIVE currently delivers within the European Union. Available delivery destinations are confirmed when you enter your address at checkout.
How much does delivery cost?
The delivery cost depends on the destination and the products in your order. The complete amount is shown before payment.
When will my order arrive?
Your estimated delivery window is shown before payment and included in your order confirmation. The estimate combines product preparation or production time with carrier delivery time.
Do you offer express delivery?
No. Express delivery is not currently available.
Can one order arrive in separate packages?
Yes. Products may be prepared in different locations and arrive separately. You will not be charged more than the delivery amount confirmed at checkout.
How can I track my order?
We send a shipping confirmation with tracking information when each package leaves the fulfillment location.
What should I do if my package is late or missing?
Check the latest tracking update first. If the estimated delivery window has passed or the tracking has stopped updating, contact us with your order number.
Returns & Problems
Can I return an item if I change my mind?
Eligible products can be returned by notifying us within 14 days after receipt. You are responsible for the standard return postage for a change-of-mind return.
Some products may be excluded where permitted by law, including clearly personalized goods and sealed Beauty products that have been opened.
How do I start a return?
Use the Contact page and select Existing order issue. Include your order number and the email address used at checkout. We will send you the applicable return instructions.
When will I receive my refund?
Approved refunds are returned to the original payment method. We may wait until the returned item arrives or you provide evidence that it has been sent.
What if my order arrives damaged, defective or incorrect?
Contact us as soon as possible with your order number, a description of the issue and clear photographs. We will review the problem and arrange the appropriate replacement, repair, price reduction or refund without charging you for the remedy.
Does the returns policy affect my legal rights?
No. Your statutory rights for products that are faulty, damaged or not as described remain unaffected.
Products & Care
Are THE FIVE products made to order?
Most products are produced or prepared after you place your order. This is why changes may no longer be possible once fulfillment begins.
How do I choose the correct size?
Use the size guide provided on the individual product page. Compare the listed measurements with a similar item you already own rather than relying only on the size name.
Where can I find product materials and specifications?
Materials, dimensions, available colors and other product-specific information are listed on the relevant product page.
How should I care for my product?
Follow the care instructions on the product page and the label or packaging supplied with the item. When instructions differ, follow the most specific instruction provided with the product.
Will colors look exactly the same as they do on screen?
We present colors as accurately as possible, but screens, materials and production methods can create small differences. This does not affect your rights if the product is materially different from what was described.
Beauty
Where can I find the ingredients?
The complete ingredient list is provided on the individual Beauty product page and on the product packaging.
How do I know whether a Beauty product is suitable for me?
Review the ingredient list, intended use and directions before purchasing or applying the product. If you have a known allergy, medical condition or specific concern, seek advice from a qualified professional.
Can I return a Beauty product after opening it?
A sealed Beauty product may be excluded from change-of-mind returns after the seal has been opened where the health or hygiene exception applies. This does not affect your rights if the product is faulty, damaged or not as described.
THE FIVE
What are the five universes?
THE FIVE brings together Fashion, Beauty, Home, Accessories and Pets within one Maison.
Do all products carry words?
No. Some pieces carry words. Others speak through their form, material and color alone. The product page clearly shows the version you are choosing.
What is Baby & Kids?
Baby & Kids is a permanent route through Fashion, Accessories and Home. It is not a sixth universe.
Still need help?
Send us a message about a product, an existing order, the website or something else.
For an order issue, include your order number and use the email address connected to the purchase.
Contact THE FIVE