FAQ

Shipping

Customer satisfaction is Five12's top priority. It is important to us to give our customers a positive, transparent and, above all, honest feeling when purchasing our products. As a startup, we are faced with major challenges due to the rising raw material costs. When it comes to delivery and shipping costs, the price increase is also not insignificant, which is why we charge our customers a standard discount of €4.90 for parcel shipping; our company bears the remaining costs. We believe we have created a fair solution for both parties and are available to answer questions and comments at any time.

Shipping partner

In order to continue to keep our carbon footprint low, we ship our packages exclusively through our shipping partner DHL GoGreen.

Divided into several packages

Apparel and footwear may be shipped separately. This is because the shoe is made by hand and may only be produced after your order has been received. So you will receive separate packages if you order apparel and footwear. For the sake of our environment, we try to avoid this.

Apparel

The goods depend on the time of order. Your order will be ready for shipping after one or two days. Delivery will take place within four working days after dispatch to the delivery address specified in your order.

Footwear

Five12 Footwear is handmade and is not subject to the rules of mass production. Because human well-being is important to us, we avoid child labor and exploitative production conditions at all costs. That's why your shoe will be made by our shoemaker no later than and a maximum of five weeks after your order. Shipping will then take place within five working days to the delivery address specified in your order.

shipment tracking

Once your order has been shipped, we will send you a confirmation email, which will also contain a link to our shipping service provider's tracking number.

Here you can go directly to the shipment tracking of our shipping service providers:
DHL Tracking

You can always view the current order status in the “My Account” area under “Orders”.

Submit return

If you want to return your item for certain reasons (e.g. you don't like the item, it's too big, too small, etc.), you have to pay the shipping costs yourself.

We don't want to enrich ourselves with this, but rather prevent multiple orders and shipping back and forth.

Please send the item(s) to the following address:

Five12 GmbH

Kapellenstrasse 12

86441 Zusmarshausen

Complaints

If it is a legitimate complaint due to a defect, defect or incorrect shipment, you will receive a full refund of the shipping costs based on the payment information you provided in the shop.

Repayment and reimbursement

The refund of returned items will be made automatically after we have received the goods and checked them to the payment account you provided.

Login and logout

If you are a new customer and are registering for the first time, you can either enter your personal data during the ordering process or register again under “Log in”.

You have the option to log out of your account at any time. To do this, navigate to “My Account” in the menu and select “Log out”.

Forgot Password

Under “Log in” you can enter the email address stored in your account under “Forgot your password?” We will send you an email directly so you can reassign your password.

Personal Data

You can view and change your personal information in your account at any time. If you have already ordered from us, your details are already pre-filled.

Order history

You can find your order history under “My Account”. All your orders are listed there. By clicking on the order, additional details will be displayed.

You can track your entire order cycle in the order history.

Deleting an account

If you would like your customer account to be deleted, please contact us using the contact form .

Footwear care instructions

We only work with vegan leather based on aloe vera and eucalyptus, which is particularly breathable.
1. Remove dirt with a soft, damp cloth. Pure water is completely sufficient here.
2. A dirt eraser can be used on the sole.
3. Our sneakers are not suitable for the washing machine and dryer. This causes the vegan leather to lose quality.
4. Please avoid heat and direct sunlight when drying.

Apparel care instructions

Please follow the care instructions given in the articles. You can find these on the inside label.

Since it is pure organically grown and untreated cotton, we advise against drying the items in the tumble dryer or using fabric softeners.

We are currently unable to produce our shirts and hoodies ourselves. That's why we decided to cooperate with Tiger Cotton.

Tiger Cotton® has been around for 5 years now. To protect biodiversity, people and the planet, Tiger Cotton® is working to convert conventional cotton cultivation to organic. High-quality, label-free basic clothing made from 100% organic cotton in conversion and certified with EU Ecolabel, SA8000, GOTS In Conversion and Oeko-Tex.

In Madhya Pradesh (India), Tiger Cotton has now supported 4,000 cotton farmers in switching to organic farming.

For more information, see Tiger Cotton®.