Returns & Refunds

We want you to love every FIVES piece. If something isn’t right, read this policy carefully and contact us within the time limits below.

Eligibility

• Request within 3 days of delivery (courier delivered date)
• Item must be unused, unwashed, unworn with original tags attached
• Original packaging / polybag where applicable
• Proof of purchase (order number or invoice)

Non-returnable items

• Items marked Final Sale on the product page
• Innerwear, leggings, swimwear and intimate apparel (hygiene)
• Customised, altered or embroidered-on-request pieces
• Items with perfume, stains, damage or signs of wear after delivery
• Free gifts or promotional add-ons

Exchange vs refund

Exchange (size / colour) — subject to stock. We arrange reverse pickup or ask you to ship via our courier partner where applicable. One free exchange per order when eligible.

Refund — issued to the original payment method where possible:

• Prepaid (eSewa / Fonepay / Khalti): refund to same wallet or bank transfer within 7–10 business days after we receive and inspect the item
• Cash on Delivery: refund via bank transfer or wallet — you provide account details
• Style Points used on the order are restored to your loyalty account when the refund is approved

Original shipping fees are non-refundable unless we sent the wrong item or a defective product.

Defective or wrong item

If we sent the wrong size, colour or a manufacturing defect, contact us within 48 hours with photos. We cover return shipping and offer exchange or full refund including delivery charge.

How to start a return

1. WhatsApp +977-9810346397 or email support@fiveslifestyle.com.np
2. Share: order number, item name, reason, clear photos (front, back, tag, defect if any)
3. Wait for Return Authorisation (RA) — do not ship without approval
4. Pack securely; include a note with order number inside the parcel

Inspection & timeline

• Inspection within 2 business days of receiving the return at our Kathmandu office/warehouse
• Refund processed within 7–10 business days after approval
• We notify you by SMS/email at each step

Cancellations before dispatch

Orders can be cancelled before they are packed/shipped. Contact us immediately. If payment was made, full refund is issued. After dispatch, the returns policy above applies.

Questions? Shipping policy · About FIVES

Company details

Legal name: Fives Lifestyle Pvt. Ltd. Trading as: FIVES Lifestyle Established: 2019 · women’s fashion in Nepal Registered office: Dallu-15, Kathmandu Company registration: 359924 Banijya Darta: 3-35-382-1729/2081/82 VAT / PAN: 621292572 Business: Government-registered import & export · local supplier · direct sourcing from India Phone: +977-9810346397 Email: support@fiveslifestyle.com.np