How can I return or cancel?
You can return your order through us by creating a return label via this link. Then enter your order number and zip code. You can then specify a service point of your choice to return the order and download a return label.
The return costs are for your own account and are €5.25 per package.
If you bought one of our awesome glasses through NRC please click here.
Right of withdrawal
You can let us know within 14 days of receipt that you wish to cancel the purchase. After registration you then have another 14 days to actually return the products. You can also return the products within 14 days of receipt without prior notice, as long as you add a notice stating your wish to cancel.
Everything you have paid, such as the price of the product and the costs of the forwarding, will be reimbursed. The return costs are for your own account and are €5.25 per package.
To make use of your right of withdrawal, you can use the European model withdrawal form. You use this form to inform Five2one-eyewear that you want to make use of the right of withdrawal.
Download the withdrawal form here (pdf)
You may also use the European model withdrawal form to inform us that you are canceling the purchase. However, use of this form is not mandatory.
I have a complaint. What should I do?
We recommend that you first make complaints about our service or products known to us via email@example.com. You will receive a substantive response from us within 14 days of receipt of your complaint.
Are you not satisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.degeschillencommissie.nl).
From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/odr. If your complaint is not being processed by us, you are free to submit your complaint via the platform of the European Union.
Am I entitled to warranty?
The legal guarantee applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Does the product break quickly or does it contain a production error? Let us know right away!
Can I also exchange a product?
Yes, exchange is possible. Please contact our customer service at firstname.lastname@example.org. Always share your order number with us. Then we can help you quickly.
We will then consult with you which product/size you want to exchange your original order for. We also discuss the return process. We will then put the new order in the system for you.
I have returned my order. When will I get my money back?
When returning the entire order, we will refund the entire amount, including any shipping costs. The return costs are for your own account. When the order is partially returned, the shipping costs will not be refunded. For the refund we use the same payment method with which you paid for your order. There are no additional costs for you for this. You are only liable for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. Therefore, please return the items in their original condition and, if reasonably possible, in their original packaging.
We will refund the entire purchase amount (including any shipping and payment costs) as soon as possible, but no later than 14 days after receipt of the cancellation notice. However, we may wait with reimbursement until we have received the products, or until you have demonstrated that you have sent them.