Frequently Asked Questions
SHIPPING
WHEN WILL MY ORDER BE SHIPPED?
We aim to ship orders within 1-2 business days, but this may take longer during busy periods. You'll receive an email confirmation once your order has been dispatched.
HOW LONG DOES SHIPPING TAKE?
Estimated delivery times are as follows:
- United Kingdom: 2-3 days
- International: 5-7 days
International orders may be delayed due to customs procedures in your country. Unfortunately, we cannot speed up this process.
HOW CAN I TRACK MY ORDER
Tracking information will be provided on your shipping confirmation email, which is sent once the order has been dispatched.
DO I NEED TO PAY IMPORT TAXES?
We are happy to announce that all orders to the European Union are now sent with duties and taxes paid via UPS.
You will not have to pay any import taxes upon receiving your order.
If you are outside of the European Union (excluding the UK), you may be charged import taxes. These charges must be paid in full by the customer. Unfortunately, we have no influence or visibility on how much these charges may be.
WHERE DO YOU SHIP YOUR ORDERS FROM?
All items purchased through our online store are dispatched from the United Kingdom.
MY TRACKING NUMBER IS SHOWING AN ERROR, WHAT CAN I DO?
If you have requested a change to your order details, this may affect our tracking automation. Rest assured, your order will still be shipped and delivered in the expected timeframe.
RETURNS
WHAT IS YOUR RETURNS POLICY?
We want you to be happy with your purchase! If you are not fully satisfied, you may return or exchange your order within 7 days of receiving it.
All items must be unworn, unwashed, and in their original condition with tags attached.
Refunds will be issued to your original payment method, minus shipping costs.
For any questions about your order, please reach out to our customer support team here.
WHAT ARE THE CONDITIONS FOR RETURN?
We gladly accept returns for store credit, size exchanges, item exchanges and refunds.
Please ensure your return meets the following requirements:
- The item is unworn and in its original condition with all tags attached.
- The item is repackaged and sealed in its original packaging.
- The return is initiated within 7 days of delivery.
- The item is free from marks, stains or any signs of wear.
- The item has no odours, including deodorant, perfume, body odour or detergent.
Please note, return shipping costs are the responsibility of the customer. For exchanges, we will cover the costs of the new shipment.
Experiment Five reserves the right to decline returns that fall outside of our policy or are not in their original condition. If a return is not accepted, the item will be sent back to the customer, and any associated shipping costs will not be covered.
HOW CAN I MAKE A RETURN/EXCHANGE?
To request a return or exchange, please fill out the form here and follow the instructions provided. We will only accept returned items that have been approved through this process.
WHAT IF I RECEIVE A DEFECTIVE ITEM?
If you receive a faulty item, please submit a request via our contact page where our team will review your enquiry. If approved, we will replace the item for free and cover the cost of return shipping.
Contact
HOW DO I CONTACT EXPERIMENT FIVE?
To contact us, please either fill out the form here or email us at info@experiment-five.com.