RETURNS + EXCHANGES

START MY RETURN: returns.fivethelabel.com

Re:Do

Starting December 1, 2023 you have the option to select free unlimited return for store credit or exchanges PER ORDER for $2/order. This will cover returns and exchanges for the ENTIRE order. If you do not select this option during the checkout process and choose to return or exchange you will be responsible for covering the cost of your return label. FINAL SALE items are excluded. 

ELIGIBILITY FOR RETURN 

Items purchased from Five The Label are eligible for a REFUND or EXCHANGE if returned within 14 days of delivery date. You will have up to 30 days from the delivery date to return for STORE CREDIT. Store credits will be issued for the amount paid at the time of purchase. Return items must be unworn, unwashed, undamaged, unused, unaltered, and with all original tags attached. Items are ineligible for return if they have been altered in any way. 

Undergarments must be worn when trying on Five The Label merchandise. Due to health regulations, styles that are soiled, worn, damaged, or laundered will not be accepted. It is at Five The Label’s discretion to determine if the returned product has been soiled. If it is determined to be soiled, orders will not be accepted for a return or store credit. Five The Label cannot send back the order and will have to damage out any soiled items. 

Five The Label reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

START MY RETURN

Returns can be located by clicking on the Returns Tab (Info > Returns+Exchanges) or returns.fivethelabel.com to begin our guided return process. No log-in necessary!

• Domestic (US) Customers - Once you complete the online returns process, you will receive an email with the return label and exact instructions to return. Print off the prepaid label and affix it to the return package.
• International Customers - We do not provide international return labels at this time. Once you have completed the returns process, you will be provided with the return address and any relevant information to complete your return/exchange.

RETURN + EXCHANGE OPTIONS

• EXCHANGE - NEW SIZE
  Love the item, just not the right size? Exchange for the exact same item in a new size. As soon as your return item(s) is scanned in and in-transit back to us, your exchange item will be processed and on its way to you! 
  
• EXCHANGE FOR NEW ITEM - Select new items right away plus a bonus credit on us!
  Want to try a new style or color? We’ve got you covered! Move + shake on over to the website and use an additional 5% bonus credit of your orders value on us on us if you shop now (before it shimmies into someone else's cart!) Any price difference can be paid for during the shop now exchange process! As soon as your return item(s) is scanned in and in-transit back to us, your exchange item will be processed and on its way to you.
  In the unlikely event that the item(s) requested goes out of stock, you will be issued a store credit in the form of store credit e-gift code. 

Exchanges are limited to one per original order number. Please note that discounts and promotions do not apply to exchange or bonus credit orders as we honor the price of the original purchase. If you'd like to take advantage of a current or future promotion, return for store credit and the store credit will be provided after return items are received and processed. 

• STORE CREDIT RETURN
  Want some more Five, just not right now? No problem! Receive a gift card code via email once your return item is scanned in and in-transit back to us!
• RETURN FOR REFUND
  Love Five, but changed your mind? It's okay, we still love you! Receive a refund (minus a handling fee) to your original payment method once your return is received by Five and approved by our team.

LAST CHANCE ITEMS

Items purchased from the LAST CHANCE section may be marked FINAL SALE and will be ineligible for Return/Exchanges.

HOW LONG DOES A RETURN TAKE?

Once your return has been delivered to our facility, your return/exchange may take up to 3-5 business days to process, although often processed more quickly. You will be notified via email once your return has been received and processed.

**Please note that turnaround times may be longer during and shortly after promotional or holiday sales**

 WHAT IS A BUSINESS DAY?

Monday, Tuesday, Wednesday, Thursday, and Friday are considered to be Business Days. Saturdays and Sundays are not considered to be business days.

Please note that Business Days also exclude any holidays that may land on the days listed above. 

HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

You will receive the funds from the refund in your account approximately 3-5 business days after the date on which the refund is initiated. (This is an aspect of how the banking system works and is out of our control.) Note that refunds may appear in the form of a reversal and can only be refunded to the original form of payment. In the case of a reversal, the original payment may drop off of your bank statement, and a separate credit may not necessarily be issued.

If you used a Five The Label gift card on your original order and returned it for refund, the funds will be immediately reloaded to the original gift card when the refund is initiated, and available for immediate use.

I PURCHASED DURING A PROMOTIONAL SALE. CAN I STILL GET THE DISCOUNT IF I RETURN THE ITEMS?

Discount codes can only be accessed during the timeframe of the sale. If you are unsure on sizing, we recommend purchasing two sizes and returning the one that doesn't work out since we are unable to extend discount codes beyond the sale timeframe. Please keep in mind that our return policy is 14 days for refund/exchange, and 30 days for store credit. 

I WOULD LIKE TO RETURN SOMETHING FOR A REFUND BUT THE CARD I USED TO MAKE THE PURCHASE IS NO LONGER ACTIVE. WHAT SHOULD I DO?

We will refund the original card as banks will reroute the refund on their end. If the card is expired or cancelled, your new card will be credited with the refund. In the rare case that you don't have a new card, the bank will usually send the refund to your bank account or contact you directly.

In the worst case that the bank doesn’t know what to do or how to contact you, they will contact us and we will happily work out an arrangement with you!

CAN I RETURN ITEMS THAT WERE PURCHASED ON SALE?

If they were purchased during a promotional sale, then yes! If item is purchased from the LAST CHANCE section on the website and/or marked FINAL SALE, then it is ineligible for return.

I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?

Claims for damaged or faulty items must be reported within 15 days of receiving your items to ensure proper credit. Please notify our customer service team by emailing a photo to info@fivethelabel.com along with the style name. They will respond within 1-2 business days to take care of you! 

MY ORDER DIDN'T GET TO ME UNTIL RECENTLY AND I MISSED THE 14-DAY WINDOW, AM I OUT OF LUCK?

Absolutely not! Exceptions can be made in instances such as this where our fulfillment service takes longer than usual to deliver your package. Simply contact us and we’ll be happy to help!

I PICKED STORE CREDIT AS MY REFUND METHOD, BUT I LOST THE CODE, CAN YOU HELP?

Yes! We keep a record of any gift card that is issued as store credit and can resend or recreate the code as needed, simply contact us at returns@fivethelabel.com

I WAS SENT THE WRONG ITEM; HOW DO I GET THE RIGHT ONE?

Please notify our customer service team by emailing info@fivethelabel.com with a photo of the incorrect item you received. They will respond within 1-2 business days to take care of you!

Any additional questions? No problem! Email us at returns@fivethelabel.com and we'll be happy to help.