Question 1

How can I track my order?

Accepted Answer

Once you've placed your order it takes a few days for us to dispatch your order. You'll receive a shipping confirmation via mail with a tracking number when the parcel has left the warehouse.

Question 2

Can I change, add or remove an item in my order?

Accepted Answer

Unfortunately we cannot change any information to your order such as address, phone number etc. once it has been placed. You can always contact us to cancel your order and place a new one. If you need help, contact us at: help@closely-official.com.

Question 3

How long does shipping take?

Accepted Answer

We aim to deliver your order within 4-6 business days after the order is confirmed by us. Once your order has been shipped you will receive a shipping confirmation with your tracking number so that you can follow your order all the way to its end destination.

Note that delivery times are estimates and that deliveries could take somewhat longer during peak season and for deliveries to remote locations.

The delivery time is counted from when Closely confirms the order with the Order Confirmation. Closely receives and delivers all orders in the order they are received by Closely.

Question 4

What personal information are collected?

Accepted Answer

We collect your name, e-mail address and payment details to ship your order. If you want to know more about this in detail, you can find all information here.

Question 5

What should I do if I receive the wrong product?

Accepted Answer

Oh no! We'll solve this! If a wrong product was delivered to you, you can reach out to our Customer Care team and they will assist you as soon as possible!

Question 6

Which countries does Closely ship to?

Accepted Answer

Czechia

Estonia

Finland

Germany

Latvia

Lithuania

Norway

Slovakia

Sweden

United Kingdom

Question 7

How do I make a complaint?

Accepted Answer

The easiest way to make a complaint is to fill in the return form that accompanies the delivery and return the item to us. Refund of the complained item will be made within 14 days. You can also contact us at help@closely-official.com. To enable us to assess the fault quickly, we recommend that you report as follows:

The date the fault was discovered.
Describe the fault as detailed as possible and how it occurred (the cause). Also, specify how the item has been washed/dried.
Take a picture clearly showing the entire item and one of the fault itself."

If an agreement between you and us for replacement of defected item is made, you will receive a replacement item and be refunded for your costs for the return shipment of the defective goods.

Question 8

What materials do you use for all your products?

Accepted Answer

We have a very high share of recycled yarn in our clothes. You can see exactly how much recycled material there is in each garment when you go to the product pages.

Question 9

Show should I wash my products?

Accepted Answer

We recommend to use a soft cycle in your washing machine or hand wash. 30°C water and a mild detergent without softener or bleach. Air dry (heat is a killer) but avoid direct sunshine. A separate washing bag is not a bad idea!

Question 10

You say that you're a sustainable brand, where can I read more about that?

Accepted Answer

We work really hard to be a brand that you as a customer can look up to and stand behind. To read more about our sustainability work, please click here.

Question 11

Which countries can I place an order from?

Accepted Answer

It's possible to make an order from: Sweden, Norway, Finland, Germany, Estonia, Lithuania, Latvia, Czech Republic, Slovakia and United Kingdom.

FAQ

How can I track my order?

Can I change, add or remove an item in my order?

What personal information are collected?

How do I make a complaint?

Which countries can I place an order from?