FAQ
Here you will find answers to frequently asked questions about our service, shipping, returns and the authenticity guarantee of our products.
AUTHENTICITY
Are all NEW TAKE FIVE products original?
Yes, NEW TAKE FIVE is an official, authorized retailer with over 40 years of experience. We guarantee the authenticity of all products and purchase our goods exclusively and directly from the respective brands.
Where does NEW TAKE FIVE source its goods from?
All items come directly from the official brand partners, some of whom we have been working closely with for decades. This means we can guarantee that every product is new, unworn and 100% original.
Is NEW TAKE FIVE an official retailer?
Yes, we are an officially authorized partner of all the brands listed and work exclusively with the brands themselves.
How long has NEW TAKE FIVE been around?
Our family-run company was founded in 1985 and is still run with the same passion and dedication today.
CUSTOMER SERVICE
How can I contact customer service?
We are available 7 days a week - even outside regular opening hours. You can find all contact options such as e-mail, telephone and WhatsApp HERE.
How quickly will I receive an answer?
In general, we process all inquiries in less than an hour.
Does NEW TAKE FIVE offer personal advice?
Yes, we would be happy to advise you personally on sizes, fits or product features - by phone, email or WhatsApp. You can find contact details here.
Are there loyalty benefits for customers?
With our "House Bonus", customers receive -10% off full-price items automatically at checkout, subject to availability. In addition, we offer -15% off the first order when registering for our newsletter.
How do other customers rate the service of NEW TAKE FIVE?
Our customers rate us with an average of 5 out of 5 stars on Google and particularly praise our personal service and fast processing.
SHIPPING & DELIVERY
Which countries does NEW TAKE FIVE deliver to?
We deliver throughout the EU and can also organize international shipping outside the EU on request.
Which shipping partners does NEW TAKE FIVE work with?
We ship exclusively with premium partners such as Austrian Post and DHL to ensure maximum reliability and fast delivery times.
How long does shipping take?
The delivery time within Austria is 1-2 working days, to Germany 2-4 working days and to other EU countries 2-5 working days - depending on the distance to the shipping destination.
What are the shipping costs?
Shipping is always free in Austria. In all other EU countries, shipping is free of charge for orders over 200 €.
How can I track my order?
After shipping, you will automatically receive an e-mail with a tracking link and shipping updates. Please also check your spam folder if necessary.
RETURN & EXCHANGE
How do the returns work?
Returns are possible within 14 days of receipt of the order - in the original unworn condition, in the original packaging and with all accessories. To meet the deadline, it is sufficient to notify us of the return within this period. You can find more details here.
Is the return free of charge?
Yes, return shipping is free of charge in Austria and Germany. We offer favorable return options for other EU countries. You can find more information on our returns page.
How do I get my return label?
After registering the return, you will receive the label directly by e-mail. The registration can be made via your customer account or informally by e-mail to shop@newtakefive.com.
When will I receive my refund?
After receipt of the return, the amount will be refunded in full on the same working day. The transfer time depends on the selected payment method and your bank.
Can I exchange an item?
Yes, you can exchange for a different size or variant free of charge via our customer service (shop@newtakefive.com) - without having to place another order or pay again.
RECLAMATIONS
What do I do if my item is damaged or faulty?
Please document the defect with photos and send them immediately to shop@newtakefive.com. Our team will immediately find a solution in this rare case.
How is a complaint processed?
Depending on the case, we handle complaints directly or in close coordination with the respective brand. We always endeavor to process claims quickly and without complications.
How long does the processing take?
The duration depends on the brand in question, as we file complaints directly via the brand if necessary. Our team will be in close contact with you throughout the entire process.
CUSTOMER EXPERIENCE
How satisfied are other customers with NEW TAKE FIVE?
Our customers rate us on Google with an average of 5 out of 5 stars and particularly appreciate our personal service and fast processing.
Why have customers been relying on NEW TAKE FIVE for over 40 years?
As a family-run business, we have stood for first-class service, personal advice and a carefully curated range of international designer labels since 1985.
What makes NEW TAKE FIVE different from other online stores?
We combine luxury and personality - with direct contact, quick responses and a real feel for fashion and people, we always strive to fulfill all our customers' wishes.