The Five Below Return Policy allows U.S. customers to return eligible unopened or defective merchandise within 90 days of purchase with an original receipt or online order confirmation. Refunds go to the original payment method. After that deadline, qualifying items remain eligible for an exchange with proof of purchase. Gift cards and certain other purchases have separate restrictions.
The most important distinction is between an ordinary unwanted item and a defective product: opening something does not automatically make it eligible for a change-of-mind return. Before visiting a store or paying to mail an order back, check the condition requirements and purchase-specific exceptions below.
Five Below Return Policy at a Glance
| Policy Detail | Current Rule |
|---|---|
| Refund window | 90 days from purchase |
| Eligible condition | Unopened or defective |
| Proof | Original receipt or online order confirmation |
| Store returns | Any Five Below location |
| Late exchanges | Same item or equal-value item, with proof |
| Mail eligibility | Ship-to-home purchases only |
| Return postage | Customer pays; no return label supplied |
| Card refund posting | 2–10 business days, depending on financial institution |
For a card refund in store, bring the original payment card; Five Below requires it to be present.
Can You Return Opened or Used Items?
Defective merchandise qualifies under the published policy. However, the policy does not give blanket permission to return opened, working products simply because you changed your mind. Contact support if your item’s eligibility is unclear.
For online products that are not as described, Five Below’s terms specify unused, complete, undamaged merchandise in its original packaging, subject to the return policy. Keep the packaging and components while resolving that issue.
Exceptions and Non-Returnable Purchases
Gift Cards
Gift cards themselves cannot be returned.
Bulk Orders
Qualifying bulk orders are final sale unless merchandise arrives damaged, defective, or incorrect. Five Below defines these as specially ordered purchases of 25 or more units of one SKU that are unavailable from existing stock and must be delivered to the store. Buying several items together does not automatically meet that definition.
Balloons
Five Below’s balloon policy states that balloon sales are final. It specifically excludes refunds, returns, exchanges, and cancellations for inflated balloons, custom arrangements, and special-order balloon products.
Clearance Merchandise
Clearance does not automatically mean final sale. Five Below expressly accepts unopened clearance merchandise within 90 days with the original receipt, offering an original-payment refund or exchange. Check for any product-specific restrictions.
How to Return an Item to Five Below
Returning In Store
Bring the eligible item, purchase proof, and original payment card when applicable. Online purchases can also be returned in store.
Returning by Mail
For ship-to-home orders:
- Contact Customer Relations with your order number, items, and return reason.
- Pack the merchandise securely and purchase tracked postage.
- Send it to:eCommerce Returns
12050 E. McGregor Rd
Indianapolis, IN 46259 - Reply to support with the tracking number.
Refund processing follows receipt of the return. Keep your shipping receipt. The published policy does not separately explain whether original delivery charges are refundable.
Can You Return an Item Without a Receipt?
The published policy requires purchase proof; receipt recovery is the practical first step if yours is missing.
For an online purchase, retrieve the finalized invoice through Five Below’s order-status feature without signing in. For a store receipt search, provide Customer Relations with:
- Purchase date and approximate time.
- Exact transaction total.
- Store location.
- Last four card digits, or indicate cash payment.
- Examples of items purchased.
Support offers help locating receipts, but does not guarantee every transaction can be recovered.
Damaged, Incorrect, or Missing Items
Submit a request through Five Below’s Customer Relations help center. Its dedicated order-problem page directs customers there without publishing a separate reporting deadline. Report the problem promptly and include your order details and a clear description. Photos can help explain damage or an incorrect shipment.
What to Do If Your Return Is Denied
Ask which eligibility condition applies. Recover missing purchase proof, check whether the purchase was a bulk order or excluded balloon product, and contact Customer Relations if the explanation appears inconsistent with your purchase terms.
The support form accepts store or online-order inquiries, order numbers, item identifiers, and a description of the issue. Keep related correspondence together so support can review the details.
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Frequently Asked Questions
Does the Return Deadline Start on Delivery?
No. The stated deadline runs from purchase.
Are Clearance Purchases Returnable?
Yes—unopened clearance goods qualify within 90 days with the original receipt.
Can Support Help Find a Lost Receipt?
Yes. Supply the transaction details listed above.
Can You Return a Bulk Order You No Longer Need?
Qualifying bulk orders are final sale; damage, defects, or incorrect merchandise are the documented exceptions.
Can You Cancel a Custom Balloon Arrangement?
The balloon policy excludes cancellations for custom arrangements.
Conclusion
Check your receipt, item condition, and purchase terms before starting a return. Clearance merchandise can qualify, while bulk orders and balloon purchases have important exclusions. If proof is missing, try receipt recovery first. For an order problem, contact Customer Relations with clear purchase details; for a mailed return, keep tracking and your support correspondence until the refund is resolved.