PAYMENTS

Question What payment methods does Five--Six.com accept?
AnswerFive–six.com accepts the following payment methods:

  • iDEAL
  • MasterCard
  • Visa
  • Maestro
  • Bankcontact
  • Sofort Banking

Once the transaction is complete, you will return to Five–six.com. The payment will only be debited from your card at the time of order confirmation.

Your personal online safety is important to Five–six.com. We use the latest SSL encryption technology to store your personal information, and send credit card information through our system. All orders are processed via a secure cash register system provided by Mollie.com. We will confirm that the billing address matches the address on your credit card for your security and protection.

Question I have entered an incorrect delivery address, what do I have to do?
AnswerA mistake is in a small corner. If you have a wrong delivery address, please contact our customer service immediately. We will then do our best to solve this for you. Customerservices@five–six.com
Always include an order number so that we can act quickly.
Question I expect a package but it is not delivered.
AnswerWhat annoying that your package has not been delivered, but do not worry. First check the track & trace link that you received via the shipping confirmation. It may be that the delivery period has been postponed or that you have entered an incorrect address by mistake.
Is the delivery address correct and the period has not changed? Then look in the mailbox for a non-home message. The package can be delivered to the neighbors or the delivery person has given a new delivery time.
Also received no notice that you were not at home? Then contact us. Customerservices@five–six.com
Question My payment has failed, what now?
AnswerDo you see the ‘Payment failed’ message in the checkout when you pay? Then delete the cookies, use an alternative browser and choose a different payment method. If this does not solve the problem, please contact Customerservices@five–six.com.
Question Will I receive an order confirmation by e-mail?
AnswerIf you have successfully placed an order with us, you will receive an e-mail from us containing your order confirmation. Have you not received this e-mail? Take a look at your spam folder to be sure. It may be that the order confirmation has ended up there.

Did you not find the e-mail there? Please contact us and we will gladly help you further. Customerservices@five–six.com

Question Is my size available?
AnswerThe stock of Five–six.com is equal to our webshop.
our Customer Care team will be happy to help you customerservices@five–six.com.
Question When will my order be shipped?
AnswerWe strive to ship all orders within 24 hours. Today in the morning before 15:00 ordered in the morning this applies from Monday to Friday. No orders are picked up by UPS /PostNL/DHL during weekends. Estimated delivery times are to be used as a guide only. Five–six.com is not responsible for any delays due to destination customs clearance processes.
Question Garment Care
AnswerWelcoming a new product asks for offering it the best possible care. Please find below instructions for safe results. These are recommendations and please understand these guidelines are there to assist and help but can hardly be interpreted on all variety of machines or other options/devices.

More information about garment care click here.

or send an email to customerservices@five–six.com

EXCHANGE & RETURN

Question How can I exchange or return?
AnswerAt Five–six.com we find it important that you are satisfied with your purchase, if that is not the case, we are happy to help you.

The Exchange or Return of your order is therefore no problem as long as the items are new and unused. Return shipments that are damaged, contaminated or incomplete are not accepted. All our items are provided with a “Tag” upon shipment, with your return shipment it must also be intact. After receipt you have 14 daysto Exchange or Return, this also applies to Sale items. After you have made the notification to us via customerservices@five–six.com that you want to exchange or return something, you have another 14 daysto return the item.

Send the items you wish to return to us at your own expensevia PostNL, UPSor at your choice, including the Return Formto the address below:

Fivesix Retail

Sumatra 187

2721 GJ Zoetermeer

The Netherlands

Note: the risk of shipping is for a return shipment for own account.

Make sure that you are returned and in perfect condition and provided with attached and undamaged “Tag“.
The return must of course be provided with the undamaged original packaging, cards, laces, dust bag and / or labels.

Make sure you have the following steps in order to successfully return your return package.

  1. Is the “Tag” still there? Returns are only possible with attached “Tag” and original cards.
  2. Make sure you add the Return Formin the box and pack everything complete as supplied
  3. Make sure your package registers with PostNL, DHL or UPS here you will receive a return sticker that has to be about the old address label.
  4. Postage sufficient postage, and keep your Track & Trace numberready.
  5. Within 14 daysafter return registration via return.

When fitting your clothes, shoes to judge whether the size and / or fit well you should do this to a soft surface such as a carpet, this to prevent damage until you are sure that you want to keep the shoes. Bags, Accessories & Shoes must be complete and in perfect condition including the “Tag” we have provided with designer packaging, authenticity cards, dust bags and leather tags are included when you return something. Items that have been returned incomplete, worn or damaged will not be accepted and will be immediately returned to the customer.

You are only liable for the depreciation of the articles resulting from the use of the articles that goes beyond what is necessary to determine the nature, characteristics and functioning of the articles. If we find that the articles have been carried, we can charge costs for this.

After receiving your return shipment we act as quickly as possible, in any case within 14 days. We strive to refund the full purchase price, including any standard shipping costs of the forwarding, within 3 working days via the same payment method that you used when placing your order (no later than 14 days after termination).
Read more about our Return Policy in our Terms and Conditions.

Question Guarantee
AnswerWith a complaint we always look at the legal guarantee that applies to the complaint you have submitted. This means that the article must do what you can reasonably expect from the article. In addition, you are only entitled to a guarantee with a well-founded complaint. The complaint is well-founded if it was not caused by:

  • Damage by intent or negligence
  • Improper use or negligent maintenance
  • Normal wear and tear
  • Damage due to failure to observe or incorrect use of the instructions

If your complaint is well-founded, we will reimburse all costs within the warranty period. In addition to the (factory) guarantees, without prejudice to the rights that you have as a consumer on the basis of the law. Even after the (factory) warranty period has expired, you can contact us with a well-founded complaint. You and we, too, expect that an article is still good after a certain period of time and under normal use / maintenance. If this is not the case, please contact us. Customerservices@five–six.com

Question Return form
AnswerWith the order you will receive a return form as standard. You can enter your details and return this with the package.

Have you lost your return form? No worries. please contact us at customerservices@five–six.com.

Question Return checklist
AnswerMake sure you have the following steps in order to successfully return your return package.

  1. Is the “Tag” still there? Returns are only possible with attached “Tag” and original cards.
  2. Complete the return formcompletely and pack everything, preferably in original packaging.
  3. Make sure your package is registered with PostNL, DHL or UPS. Here you will receive a return sticker that has to be about the old address label.
  4. Postage sufficient postage, and keep your Track & Trace numberready.
  5. Within 14days after return registration via return.

CREATE AN ACCOUNT

Question FIVESIX Account
AnswerRegister as a new member for your FIVESIX account. Already got a account? Just go to login!
We will keep you updated with a monthly newsletter and special discount vouchers for FIVESIX account members only. With your FIVESIX account you can make purchasing quicker, save address and payment details and to check your orders.
Question Do I need an account to place an order?
AnswerYou need an account to complete a purchase. If you register with us you will be able to enjoy the following
benefits through your FIVE–SIX.com account:

  • Request your return or exchange directly from your account.
  • Gain access to your Wish List.
  • Be notified when new stock arrives.
  • Save your addresses and card details so you can shop even quicker next time.
  • Manage your account details, order history and email preferences and see order status.