FAQ

SHIPPING / DELIVERY

• HOW MUCH ARE THE SHIPPING AND RETURN COSTS?

  Free shipping for orders above €65.
  

  During sales periods the shipping costs are always charged regardless of the amount.
  

  We send all our clothing via bpost.
  
  We use the following prices for packages and returns.

  Belgium:
  Shipping=
  Home delivery: €4.95
  Collection point: €4.50

  Return = €4.95 (If you use the return label printed and supplied by us)
  
  

  The Netherlands:
  Shipping = €6.95
  Collection point: €4.95
  Return = €6.95 (If you use the return label printed and supplied by us)

  France:
  Shipping = €7.95
  Collection point: €5.95

  Return = €7.95 (If you use the return label printed and supplied by us)
  Collection point: €5.95

  Luxembourg:
  Shipping = €6.95
  Collection point: €4.95

  Return = €6.95 (If you use the return label printed and supplied by us)
  Collection point: €4.95

  Germany:
  Shipping = €6.95
  Return = €6.95 (If you use the return label printed and supplied by us)

  UK:
  Shipping = €9.95
  Return = €9.95 (If you use the return label printed and supplied by us)

  Italy:
  Shipping = €14.95
  Return = €14.95 (If you use the return label printed and supplied by us)

  Spain:
  Shipping = €16.95
  Return = €16.95 (If you use the return label printed and supplied by us)

  Switzerland:
  Shipping = €15.95
  Return = €15.95 (If you use the return label printed and supplied by us)

  To send your package to another country, we ask you to go to Wishlist, place your desired items there, and then email that list to us. Depending on the country and weight of your package, we will let you know exactly how much the shipping cost is.

  Return address:
  Oude Eedstraat 4B
  
  If your package is not picked up or you provide an incorrect address, the shipping costs and the return costs will be charged and will not be refunded.
  
  
  

• DO YOU SHIP TO ANOTHER COUNTRIES BESIDE BELGIUM OR THE NETHERLANDS?

  Sure: If you want to have a package sent to another country (except Belgium or the Netherlands)
  
  The shipping costs can be found in the list below.
  
  

  Belgium:
  To send
  Home delivery: € 4.5
  Parcel locker: € 3.95
  Collection point: € 3.95

  Return = € 4.5 (If you use the return label printed and supplied by us)
  Packers: € 3.95

  The Netherlands:
  Shipping = € 6.95
  Return = € 6.95 (If you use the return label printed and supplied by us)

  France:
  Shipping = € 7.95
  Collection point: € 5.95

  Return = € 7.95 (If you use the return label printed and supplied by us)
  Collection point: € 5.95

  Luxembourg:
  Shipping = € 6.95
  Collection point: € 4.95

  Return = € 6.95 (If you use the return label printed and supplied by us)
  Collection point: € 4.95

  Germany:
  Shipping = € 6.95
  Return = € 6.95 (If you use the return label printed and supplied by us)

  UK:
  Shipping = € 9.95
  Return = € 9.95 (If you use the return label printed and supplied by us)

  Italy:
  Shipping = € 14.95
  Return = € 14.95 (If you use the return label printed and supplied by us)

  Spain:
  Shipping = € 16.95
  Return = € 16.95 (If you use the return label printed and supplied by us)

  Switzerland:
  Shipping = € 15.95
  Return = € 15.95 (If you use the return label printed and supplied by us)

• DO YOU HAVE AN EXCHANGE POLICY?

  Unfortunately, we don't offer exchanges – only refunds.

  You have 14 days from the date of delivery to return the item(s). If you'd like an item in a different size, style, or color for example, simply return your original order for a full refund and place a new order with the different items.

• WHAT IF MY ITEM IS DAMAGED OR DEFECTIVE?

  We're very sorry if your item arrived damaged or defective. You can make a claim by sending an email to webshop@close-up.be or contact us through our social media channels.

  Please add a copy of the conversation in the box, so that we can process your claim as soon as possible.

• I HAVE AN COMPLAINT?

  We do everything possible to deliver a perfect product.

  If a garment does not meet your expectations, please contact our customer service: webshop@close-up.be. We do everything we can to provide you with a solution the same day. If that does not work, you can expect a response from us within a few days.

  
  You can also contact customer service for general complaints, complaints about the website, delivery or conditions. Not satisfied with our solution or our answer to your complaint? Mail to webshop@close-up.be and we will work on it quickly.

  
  
  
  

• I ORDERED AN ARTICLE BUT NOT RECEIVED?

  You have ordered an item that was in stock in our webshop, but you did not receive the item on delivery. Our apologies. It is possible that a certain item had an error in our stock. We are committed to our keep your webshop stock up to date. Unfortunately, mistakes sometimes happen. The amount of the item ordered by you will be refunded as soon as possible.

• I WANTED TO COMPLETE MY ORDER BUT AN ARTICLE IS NO LONGER AVAILABLE?

  What a pity that it was not possible to complete your order. The item selection on the site is "live" and is linked to the actual stocks in our warehouse. This means that an article is only reserved for you when you have completed the ordering process and successfully completed it. Until then, another customer can order the same item. If this happens, you will receive a notification when ordering that the item is no longer in stock.

• CAN I CANCEL MY ORDER?

  Yes, you can cancel your order if it has not yet been shipped. Have you already paid? Then we will refund the full amount as soon as possible.

• HOW LONG DOES STANDARD DELIVERY TAKE?

  If you place your order with us before 12 pm, we’ll start processing it on the same day. We're working as hard as we can on getting all parcels delivered as promised.
  
  When all your goods are in stock, a standard delivery takes between 3 to 5 working days. You will receive a confirmation email when your package is shipped.
  
  Please note: During the sales period, shipping may take a little longer.
  
  Via Bpost you will always receive an email with a link to follow your package. If you are not at home (or at the address you provided) at the time of delivery, the driver will leave a note in the letterbox.
  You can then pick up your package at the post office, a Bpost collection. You CANNOT pick up your shipment at a physical CLOSE-UP store.
  
  If your package is not picked up or you provide an incorrect address, the shipping costs and the return costs will be charged and will not be refunded.