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Shipping Policy

UPDATED INFORMATION IN REGARDS TO CORONA / COVID-19

You can still shop your favourite CLUSE online and we are able to deliver your order at home free of charge. However, due to high demand and additional health and safety measures, our deliveries can take longer than normal. Please find more information in our FAQ.



STANDARD DELIVERY 

CLUSE offers free shipment on all products to countries that can be selected when choosing the shipping address. 

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 formSubsequently, 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).

 

DELIVERY FAQS

How long does it take for me to receive my order?

Standard delivery

DE: 1 - 2 working days

NL, BE, FR, AT, UK, IE: 3 - 5 working days

    IT, ES, PT, PL, DK, CRO, HU: 5 - 7 working days

      NON-EU: 7 - 9 working days

       

      Express delivery

      NL, BE, FR, DE, AT, UK, IE, IT, ES, PT, PL, DK, CRO, HU: 1-2 working days

      NON-EU: 2 - 7 working days

      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.

       

      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.

       

      Are there any shipment costs?

      CLUSE offers free shipment on all products to countries that can be selected when choosing the shipping address.

      Please note: for orders shipped to an address outside the EU, 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.

       

      To which countries do you ship?

      CLUSE offers free shipment on all products to countries that can be selected when choosing the shipping address.

       

      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.