Shipping
We ship worldwide from The Netherlands.
Delivery time Europe & UK 1-3 business days.
Delivery time rest of world: 5-15 business days.
Our delivery time starts from the moment an order is accepted and includes two working days period where your items will be processed and dispatched by our warehouse twice a week on Tuesday and Friday. In case of restocking, this may take longer and our staff will send you a notification of delay via email. You will be provided with tracking details as soon as your order has been shipped. Parcels can be delivered to your home or work address. If an item in your order isn’t immediately available in our warehouse, then please allow 1 to 2 weeks for your purchase to be processed. Your order may be processed in multiple shipments, in which case you will be notified with the tracking number when each shipment occurs. Please note that delivery times will vary dependent upon the receiving country & customs clearance times. We don’t give refunds on sale items or items that have been used and worn for photoshoots. Sale items are final sale.
What to do if you’re having issues with your delivery?
It is the responsibility of the customer to track their package and monitor its status. If you fail to do so, the package will be returned to our warehouse and an additional shipping fee will be charged to send the order back out.
Shipping costs
Shipping costs will be calculated at checkout.
Please note
The five is not responsible for any customs duties & taxes incurred within your receiving country. Any delivery date or time specified by us is a best estimate only. We will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery or error of shipping agents. In the event that the package is not received or lost in transit, The Five Studio will not be liable. By placing your order you agree to these Terms & Conditions and our Refund Policy. For any further information please contact info@thefive.nl.
Returns policy
You may give notice of your wish to return or exchange any item within 14 days after receiving your purchase for any reason, unworn in its original state and with all labels attached. After giving notice you have 14 days to return your item to us.
Fine print
Returned items must be unworn, unused, unwashed and unaltered with all original tags attached. Items that have been used for photoshoots or have been worn for other (commercial) purposes cannot be returned. The customer is responsible for the cost of returning items to us in original condition. All items are quality controlled and checked for any faults before they are dispatched to customers. Returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer.
Return freight
The customer is responsible for the cost of returning items.
How to return
Email customercare@thefive.nl for our return address. You must include your order number and advise the styles you seek to return and if you require an exchange or refund.
Faulty items
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect please immediately contact us at customercare@thefive.nl; email us a brief description and a photo or two showing the defect/fault. Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 30 days of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
Incorrect items
If you have received an item different to the one you ordered, please contact customercare@thefive.nl.
Exchange
If you wish to exchange an item, contact customercare@thefive.nl to get a return in order. Secondly you have to purchase the item you want instead in our webshop.
Sale
Sale items are final sale and can not be returned. It is possible to exchange for a different size. We don’t give refunds on sale items. Sale items that are returned to us will be sent back to the customer at their own expense.
Pre-order
Because pre-order items are handmade to order especially for you, we do not give refunds on pre-order items. You can exchange your item for store credit.
Archive Sale
Archive sale items are final sale.
Receiving a refund
Your refund will be credited to the original debit card, credit card or paypal account. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between card issuers and unfortunately we are unable to influence this.
Return address
De Greiner
att. The Five Studio
Voorhelmstraat 25 (301)
2012 ZM Haarlem
The Netherlands