FAQ

Ordering

How can I be sure that my order went through?

Once you place your order online, a confirmation email will be sent to your nominated email address. If there is an issue with your order, a Five Seasons representative will contact you directly.

How long will my order take to be delivered?

Your order will be shipped between Mondays and Fridays and sent from our warehouse the same day as we receive the order if we get the order before 12.

Please note that during the Bank Holiday / National Holidays, next day shipping will not be available. All returns will be handled from the day following the bank holiday. Thank you for your patience and understanding.

How will my order be delivered?

If you choose standard delivery, your ordered products will be delivered by PostNord to a pick-up point near your address. You’ll be informed of the pick-up point by email or text message when your parcel is ready to be collected. The courier will keep the parcel for 10 calendar days before returning it to us as undelivered.
Prefer to have the order delivered directly to your home address? Simply choose express delivery and the order will be delivered by UPS. If you’re not at home at the time of the delivery, UPS will make a 2nd and a 3rd delivery attempt. If you’re unable to receive your parcel on any of these attempts, the parcel will be returned to us. Please note that contact information for UPS will be included in the delivery slip, and you can contact UPS directly to agree on a convenient delivery time for any of the redelivery attempts.
If your order consists of several items, you may receive it as a split delivery. This can happen if certain items are delayed or unavailable at the time of ordering. In the event of a split delivery, you’ll be notified with a delivery note included in the first delivery. You won’t be charged for any additional shipping costs.

What is your delivery policy during Holidays?

Please note that during the Holiday period, next day shipping will not be available. All returns will be handled on the first business day following the Holiday period. Thank you for your patience and understanding.

How can I cancel my order?

Once an order is created, it is processed and sent immediately so that you will get your package as quickly as possible. Therefore we are often not able to cancel an order. Though, give us a call and we'll see what we can do! You can find the contact details here.

I cannot place my order - what am I doing wrong?

If you’re having problems placing an order, double check that all your information is filled in correctly and that you meet the requirements for the payment option you choose.

If you're still experiencing problems, simply contact our Customer Support

I forgot to use my promotion code?

We’re sorry to hear that you forgot to insert your promotion code or missed out for any other reasons. Unfortunately, it’s not possible for us to subsequently settle discounts on an already paid order. We recommend you to use the promotion code on your next order.

I cannot apply a promotion code?

We’re sorry to hear that your promotion code doesn’t work. Please contact our customer service to verify the validity of your code.

What are the Terms and Conditions for promotions and discount codes?

Online promotion, discount and gift items are not exchangeable and non-refundable.
Online Vouchers or Coupon codes cannot be used in conjunction with any other offer or retail in store promotion unless stated otherwise and are not redeemable for cash.
Our online pricing may vary from our store pricing due to special promotions or markdown. All prices shown online are only valid online at the time shown.

Five Seasons reserves the right to vary or cancel any promotion(s) and/or make changes and amendments to these Terms and Conditions on an ongoing, ad-hoc basis as needed and as legally/ethically required, and as at any other time it deems fit or necessary without prior notice. In the event of any dispute, the decision of Five Seasons shall be final and conclusive.

How can I reach your customer service?

Call +46 (0) 31 89 59 00
Email hello@fiveseasons.se

Payment

How can I pay for my order?

For your convenience we offer in collaboration with KLARNA; Invoice payment (SWEDEN), Part payment, a various range of payments Cards, as well as Direct payment, this payment method is called KLARNA CHECKOUT. When leaving information in the online counter you will automatically agree upon KLARNA CHECKOUT terms and conditions. And through accepting the purchase you agree upon Five Seasons Terms and conditions.
KLARNA CHECKOUT will ask for information and the type of information you are asked for will vary upon type of purchase and occasion. You will not be exposed to credit record checkup unless there is needed when interested in an invoice or part payment. This credit record will not be available for anyone else and will not put you in a bad position in any other situation.
Once you are identified KLARNA will present the various alternatives that are available for you. The invoice is pre selected but you can of course always choose the type of payment that you think is the best suited for you.
Please note that changing the country of delivery may influence the price and the shipping costs.

Can I pay by Invoice?

Yes you can, if you are a business client you will receive an invoice from us and if you are a private person you will be sent an invoice from Klarna.

Why has my payment been declined?

Please contact our Customer service.

Is VAT, freight costs and custom fees included in the price?

VAT is included and other customer fees but freight is not included in the price.

Shipping and Delivery

Shipping Costs?

Please call our Customer Service to get the right information.

How do I know when my order has been shipped?

You will recieve an email when your order has been packed and left our warehouse.

Can I Track my order?

Once your order has been shipped, you can track its delivery progress by calling our Customer Support and we'll tell you where your order is.

What do I do if I haven´t received my order?

If there by any chance is a problem with your order please contact our Customer Service.

Returns

What is your return policy?

You are expected to complete your return shipment yourself through any postal service within 30 days. However you will be responsible for the full cost of returning the parcel, and the products will be your responsibility until they reach our warehouse.
We recommend obtaining a proof-of-postage (receipt) when returning goods to us. The moment we receive your parcel, we’ll arrange your refund and send you a notification email. If you have any questions regarding your return, simply contact our Customer Support.
Return address:
Five Seasons AB
Lergöksgatan 14
421 50 Västra Frölunda
Sweden

What is your exchange policy?

Want to change the size or color of your order? Simply call +46 (0) 31 89 59 00 within 30 days of receiving your order and we’ll help you exchange it.

Can I return in person?

You may return or exchange an online order in person at our warehouse or at our own shop wihin 30 days of the billing date. Simply bring with you the electronic invoice you received by email as well as the packing slip included in the package. Five Seaosns will offer an exchange, refund (on the credit card used to make the original purchase) or gift card for the original purchase price. If your item was bought on sale or with a promotional code, only a gift card will be offered.

When will I get my money back?

Our aim is to get your refund to you as quickly as possible. We’ll usually process your refund within 3 days of receiving your parcel or evidence you have sent it. As soon as that’s done, we’ll send you an email to let you know your refund is on its way. After you’ve received the email, please allow another 5–10 working days for the refund to be credited to your account. This time period depends on which bank or card issuer you have and is unfortunately out of our control. Usually, you will be refunded in the same form of payment you originally used for the purchase. If this is not possible, we will immediately contact you to arrange an alternative refund method

Product information

General size guide

Take your measurements and visit our Size Guides to find your size. If you're still unsure of your size, contact Customer Service and we'll be happy to help you!

Where can I find out more information about you materials?

On each product page, you can scroll down to read about the features and materials used in that garment. If you want a complete overview of our materials and technologies, simply visit our Material Guide.

How should I wash my product(s)?

On each product page, you can scroll down to the middle of the page to find out how to wash that specific garment.

Something is wrong with my product, how do I make a claim?

When we ship your products, we do our best to make sure that the products are top quality and in perfect condition. If you receive a defective product or there’s inconformity with your order, simply call our Customer Support.

Site Information

How do I search for a product?

The easiest and fastest way to search for a product is to use the search field in the top right of this webpage. If you can’t find what you're looking for, simply contact us.

Do you have a store I can visit?

Please call our Customer Service to find out your nearest dealer.

How can I get information about your latest news and promotion codes?

Please send us your email adress and we will make sure that you will get the latest information.

I want to work at Five Seasons, how do I do?

Please contact our Customer Service to get more information regarding our current job openings.

How do you work with Corporate Responsibility?

Please check out our Sustainable development side, there you will find more information.

Other

My question is not in the list

If you can't find the answer to your question in the list above, simply contact Customer Support.

Force Majeure

What happens in the unlikly event of a natural catastrophy?

In the unlikely event of circumstances that are without of Five Seasons control, eg change of laws, strike, sabotage, wars, fire, terror, natural catastrophe or similar Five Seasons will try to fulfill its duty as soon as possible. If the delay is over 2 moths then you as a customer have the right to cancel the order with no extra charge and full payment back.

Agent, Distributor or Business Customer

What do I do if we already have an agreement?

Please note that if you have a prior agreement with us that will apply also when buying online.