SHIPPING POLICY
BLACK FRIDAY DELIVERY
Due to Black Friday, shipping may take longer than usual.
- Delivery may take up to two weeks.
- You will receive a shipping confirmation by email as soon as your order gets shipped.
- If you haven't heard from us within two weeks after you've placed your order, please contact our Customer Care Team.
Of course we will do the best we can to deliver your order as soon as possible.
CHRISTMAS DELIVERY
Shipping times vary based on the items you order. Carefully read the information below to ensure you will receive your order in time for Christmas.
SHIPPING (EXCLUDING BAGS)
If your order does not contain a bag, be sure to order before the following dates.
Order before 12th December 11 am CET: outside of Europe
Order before 17th December 11 am CET: Italy, Eastern-Europe, Denmark, Finland, Greece, Ireland, Sweden, UK, Croatia
Order before 18th December 11 am CET: France, Austria, Poland, Portugal, Spain, Switzerland
Order before 19th December 11 am CET: Germany, Belgium, Luxembourg, Netherlands
SHIPPING (INCLUDING BAGS)
If your order contains a bag, be sure to order before the following dates.
Order before 11th December 11 am CET: Greece
Order before 12th December 11 am CET: outside of Europe
Order before 13th December 11 am CET: France, Croatia, Ireland, Portugal, Spain, Switzerland and UK
Order before 17th December 11 am CET: Italy, Finland, Sweden
Order before 18th December 11 am CET: Germany, Belgium, Austria, Denmark, Luxembourg, Netherlands, Poland
DELIVERY FAQS
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?
Standard delivery
DE: 2-3 working days
NL, BE, IT, AT, IE: 3-5 working days
FR, EL: 4-6 working days
NON-EU: 7-9 working days
Express delivery
The delivery time depends on the country, as well as the location. An order that is shipped to a rural location may take longer than an order that is shipped to a big (metropolitan) area (which is close to a UPS airport hub). The expected delivery time in working days, as mentioned in the advertisement of the product, differs per shipping country. In the tracking info that you receive as soon as the parcel will leave the CLUSE warehouse, an indicated delivery time is shown.
ARE THERE ANY SHIPMENT COSTS?
For most countries, CLUSE offers free standard delivery. However, depending on the address and the product, we may charge an additional delivery fee up to 20 EUR. Upon arrival of your parcel, you may have to pay import duties and taxes depending on your country as well.
Please note: for orders shipped to an address outside the EU or in the French overseas territories, it may be subject to import duties and taxes, which are levied when the shipment reaches the specified delivery address. You will be responsible for payment of such import duties and taxes. It should be noted that CLUSE has no control over these charges and, since these charges are different for different countries, CLUSE cannot predict their amount. CLUSE advises you to contact the local customs office for further information.
Shipping to the following countries is subject to an additional fee of 10 euro:
Australia
Bosnia & Herzegovina
Chile
Colombia
Cyprus
Dominican Republic
Grenada
Guyana
Haiti
India (36 of 37 states)
Laos
Madagascar
Malaysia
Malta
Mauritius
Moldova
Mongolia
Morocco
Mozambique
Nepal
New Zealand (16 of 17 regions)
Paraguay
Peru
Philippines
Réunion
Singapore
South Africa
Sri Lanka
Suriname
Thailand
United Arab Emirates
Uruguay
Vietnam
The following countries are subject to a 20 EURO fee when ordering a backpack:
US
Mexico
Canada
WHERE CAN I FIND THE STATUS OF MY ORDER?
As soon as your order is shipped, you will receive an email with the track and trace data. The expected delivery time, as shown in the advertisement, is mentioned in 'working days', which means that weekends and national holidays should not be taken into account.
TO WHICH COUNTRIES DO YOU SHIP?
CLUSE offers free shipment on all products to countries that can be selected when choosing the shipping address.
We do not ship backpacks and bags to the following countries:
Australia
Bosnia & Herzegovina
Chile
Colombia
Cyprus
Dominican Republic
Grenada
Guyana
Haiti
India (36 of 37 states)
Laos
Madagascar
Malaysia
Malta
Mauritius
Moldova
Mongolia
Morocco
Mozambique
Nepal
New Zealand (16 of 17 regions)
Paraguay
Peru
Philippines
Réunion
Singapore
South Africa
Sri Lanka
Suriname
Thailand
United Arab Emirates
Uruguay
Vietnam
CAN I PICK UP MY ORDER AT THE WAREHOUSE OR AT THE CLUSE OFFICES?
No, that is unfortunately not possible. We do not keep any stock at our offices and the warehouse of our fulfilment partner is not accessible to customers.
STANDARD DELIVERY
CLUSE offers free shipment on all products to countries that can be selected when choosing the shipping address. However please note: depending on the delivery address of the shipment, it may be subject to import duties and taxes, which are levied when the shipment reaches the specified delivery address. You will be responsible for payment of such import duties and taxes.
You are responsible for the correct input of the delivery address; CLUSE does not hold any responsibility for shipments that have been delivered on an incorrect address (that was communicated with CLUSE prior to the shipment). In case CLUSE needs additional information regarding a delivery address, you may be approached by CLUSE in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.
CLUSE will use reasonable efforts to deliver the order within the expected delivery terms to the delivery address.If delivery suffers a delay, or if the order is not (or only partly) executable, you will be informed about this as soon as reasonably possible after the order has been placed. In this case, you have a right to dissolve the contract free of charge.
The risk of damage and/or loss of products rests upon CLUSE up to the moment of delivery to the delivery address, unless this has explicitly been agreed otherwise.
In case you receive a product that you did not order, you must inform CLUSE hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the Website). You will take care of the return shipment of such a product after receiving return instructions from CLUSE. CLUSE will bear the costs of said shipment and will subsequently take care of the shipment of the correct product, provided you have fully conformed with the return instructions from CLUSE.
In case you received a damaged or incomplete product, you must inform the CLUSE customer care team as soon as possible (within 24 hours after receiving the order) through the website contact form. Subsequently, CLUSE will decide how to deal with the matter at hand; you must always inform CLUSE in the aforementioned situation(s) and wait for the instructions of the CLUSE customer care team. If you return a product in this situation at your own costs, without first contacting and awaiting the instructions of the customer care team, you cannot claim the costs you made at CLUSE (nor hold CLUSE responsible for the return shipment that took place without prior consent of CLUSE). In case the order that has been shipped or is being shipped by CLUSE to you, is missing, went missing, or in case you claim that you did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. You will fully cooperate with the complaint procedure of the carrier.
In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), CLUSE will either refund you or CLUSE will try to re-ship the ordered product. In case a shipment still has not been delivered at your delivery address (or the pick-up point) 14 days after the shipment date, you have the obligation to inform the CLUSE customer care team by email within 14 days (meaning: ultimately 28 days after the shipment date).