Refund policy

What is your return policy? 

Changed your mind? You have 14 days to return your purchase made through our website. The period starts the day after your order is delivered. Please inform us first by emailing us with your order number and a description of the problem with supporting photos (if applicable). Once your return has been received, we will send you an email to notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed and a credit will automatically be applied to your original method of payment within 14 days after reception of the products. Please note that delivery costs for returns must be paid by the customer including any associated duties or customs fees. We recommend using a trackable shipping service or purchasing shipping insurance as we will not be responsible for any losses along the way. Please return goods in their original condition and packaging. Due to hygiene and safety reasons we will not accept returns for products that have been used, opened, or where the safety seal or label has been tampered with.

To return your product, please mail it to: Cinque Sensi, Vondelstraat 154, Amsterdam, The Netherlands, 1054GT, Noord-Holland

 

Do you offer exchanges?

We do not currently exchange products unless they are defective or damaged. However, you are welcome to return your items within 14 days and place a new order through our website.

If your item arrives damaged, defective or was incorrectly sent, we will be happy to provide you with a refund or if within Europe an exchange is also possible. Please contact customer service at info@5cinquesensi.com within 48 hours of reception with photos and a description of the problem. We will then provide a return shipping label that you can use to ship back the items. Please ensure these are appropriately packaged. In case of a refund, we will refund the full amount including any shipping costs to your original shipment method.

 

What if I miss my delivery?

Don't worry these things happen! We offer a trackable service where you can follow your package and can (in most cases) reschedule the delivery date or send it to a local pick-up point. In case of a second missed delivery attempt, the package will be sent to a local pick-up point where it will be held for 7 days (this differs per location), after this time frame it will be sent back to us. It will be the customers responsibility to ensure this is picked up in time. If the goods are returned back to us with no damages and you would like to have these sent again, the customer will be charged our standard shipping costs (regardless of any free shipping thresholds on the original order). Any unpaid customs and duties will also be billed to the customer. If the goods are returned back to us, but we are unable to reach you, we will refund the order amount to your original payment method minus the original and associated return shipment fees plus any unpaid customs and duties.