Refund policy
We hope you are happy with your order. If something isn’t right, please follow the process below.
Changing your mind
For most products purchased online, you may tell us that you wish to cancel within 14 days after receiving your order. You then have a further 14 days to return the products.
To begin a return, email shop@five-questions.com with:
Your name
Order number
The product being returned
A clear statement that you wish to cancel or return it
We will reply with the return address and instructions. Please do not return products to any other address.
Return condition
You may inspect and try on a product as you would in a physical shop.
Returned products should be:
Clean and unworn beyond trying them on
Unwashed and unaltered
Free from marks, scents, hair and other signs of use
Returned with their original tags and packaging where possible
We may reduce the refund if handling beyond what is reasonably necessary has reduced the product’s value.
Return postage
For change-of-mind returns, the customer is responsible for the return postage cost.
Use a tracked service and keep your proof of postage until the return has been completed. We cannot reimburse a change-of-mind return that cannot be shown to have been sent.
If the product is faulty, damaged or incorrect, contact us before returning it. Where appropriate, we will provide or reimburse a reasonable return method.
Refunds
We will inspect your return and email you when it has been processed.
Approved refunds will be issued to the original payment method. We will process the refund within 14 days after receiving the returned products or receiving acceptable evidence that they were sent back, where applicable.
Your bank or payment provider may require additional time to display the refund.
If you cancel the entire order, we will also refund the original standard delivery charge. If you selected a more expensive delivery option, the additional delivery cost is not refundable. If you return only part of an order, the original delivery charge is not normally refunded.
Exchanges
Because FIVEQUESTIONS releases products in limited quantities, we do not reserve stock or process automatic exchanges.
To change a size or colour:
Return the original product in accordance with this policy.
Place a new order for the required product if it remains available.
Placing a replacement order does not affect the assessment or refund of the original return.
Sale products
Sale products purchased online have the same applicable cancellation and faulty-goods rights as full-price products. A reduced price does not remove your statutory rights.
Pre-orders
A pre-order is not automatically a personalised or custom-made product. Applicable cancellation and return rights still apply unless the product has genuinely been made or personalised specifically for you.
Pierced jewellery and hygiene-sealed products
For health and hygiene reasons, pierced jewellery and other genuinely hygiene-sealed products cannot be returned after the protective seal has been removed, unless the product is faulty.
The product page will identify any item supplied with a hygiene seal.
Personalised products
Products made or personalised specifically to your instructions normally cannot be returned because you changed your mind. This does not affect your rights when a product is faulty, damaged or not as described.
Faulty, damaged or incorrect products
Products must be of satisfactory quality, fit for purpose and as described.
If a product arrives faulty, damaged or incorrect, contact shop@five-questions.com with your order number and photographs. UK customers generally have a 30-day short-term right to reject faulty goods, with further repair, replacement or refund rights potentially applying afterwards.
Do not attempt to repair or alter a faulty product before contacting us.
Return exclusions
We cannot treat ordinary wear and tear, accidental damage, misuse, incorrect washing, alterations or failure to follow the care label as manufacturing faults.
Nothing in this policy excludes or restricts your statutory rights.