FAQ

PRODUCTS

  • ARE THE ARTICLES ON THE WEBSHOP THE SAME AS IN THE PHYSICAL CLOSE-UP SHOPS?

    The sizes available on the website correspond to stock in our warehouse. If a certain size is no longer available, it will therefore not be available in the web store. But don't worry, sometimes a certain item is released again, for example if another customer canceled their order. Or if the stock is replenished again.

    Would you like a size that is currently out of stock? Leave your e-mail address on the article page in question and you will receive a message from us as soon as your size is replenished. Is there a CLOSE-UP store in your area? It is also possible to check with the local store if they have the desired item of clothing in your size, you can reserve the item trough our site. Be sure to keep the item number to hand, so you can be helped quickly.


    CLOSE-UP Sint-Denijs-Westrem
    Loofblommestraat 23
    9051 Sint-denijs-westrem
    09 330 41 77
    sdw@close-up.be

    CLOSE-UP Beveren
    Grote Markt 16,
    9120 Beveren
    03 298 61 19
    bev@close-up.be

    CLOSE-UP Izegem
    Grote Markt 14
    8870 Izegem
    051 43 77 88
    ize@close-up.be

    CLOSE-UP Lochristi
    Dorp-West 16
    9080 Lochristi
    09 398 44 48
    loc@close-up.be

  • CAN I PLACE AN ORDER THROUGH THE PHYSICAL CLOSE-UP SHOPS?

    No. The webshop is separate from our stores. Our sales advisors can explain the color or size of an article, but they cannot send you the articles. The articles can only be bought through our webshop. Do you have a specific question regarding the webshop? Don't hesitate to get in contact with us. Just send a mail to our customer service, webshop@close-up.be. Mails will be answered as quickly as possible.

  • WHAT IS YOUR BIGGEST SIZE?

    Depending on the supplier, this can be L or XL. It is our experience that most of our brands are rather small. Therefor we try to inform you with more information about the sizes on our webshop.

  • HOW CAN I BE SURE IF MY DESIRED SIZE IS STILL AVAILABLE?

    The sizes available on the website correspond to what we have in stock in our warehouse. If a certain size is no longer in stock, it will not be available in the webshop. But don't worry: sometimes a certain item is released again, for example when another customer cancels an order for the same item. Or when the stock is replenished. Would you like a size that is currently out of stock? Leave your e-mail address on the article page in question and we will notify you as soon as your size has been restocked. Is there a CLOSE-UP store near you? Then you can also ask them if they have the desired garment in your size, and leave it aside. Be sure to keep the article number at hand, so you can be helped quickly. This is where you can go:

    CLOSE-UP Sint-Denijs-Westrem
    Loofblommestraat 23
    9051 Sint-Denijs-Westrem
    09 330 41 77


    CLOSE-UP Beveren
    Grote Markt 16,
    9120 Beveren
    03 298 61 19


    CLOSE-UP Izegem

    Grote Markt 14
    8870 Izegem
    051 43 77 88


    CLOSE-UP Lochristi
    Dorp-West 16
    9080 Lochristi
    09 398 44 48

    Our sizes do not always correspond to the standard sizes. That is why we personally add the necessary information about the sizes. If a certain garment is slightly smaller or more spacious, we will report this in the product description. If you still have doubts, you can always email our customer service, webshop@close-up.be. Don't forget to mention the article number. You will quickly receive appropriate advice from us so you can order with confidence.

  • DO THE COLORS ON THE PRODUCT PICTURES MATCH THE COLORS OF THE ARTICLES?

    We do our utmost to photograph the clothing as truthfully as possible. However, sometimes the colors in the photo may differ slightly from the real colors, depending on the light or the setting of your screen. When describing the article you will at least find a color description, but if you still have doubts about the color, feel free to email our customer service at webshop@close-up.be.

  • I HAVE MY DOUBTS ABOUT A CERTAIN SIZE?

    Our sizes do not always correspond to the standard sizes. That is why we personally add the necessary information about the sizes. If a certain garment is slightly smaller or more spacious, we will report this in the product description. If you still have doubts, you can always email our customer service, webshop@close-up.be. Don't forget to mention the article number. You will quickly receive appropriate advice from us so you can order with confidence.

  • WHAT IS TU?

    TU stands for Taille Unique, which means that there is no size bar for that garment. There is only 1 size for everyone. Usually this garment has a generous waist.

  • DO YOU ALSO HAVE GIFT VOUCHERS?

    Yes! Gift vouchers are the ideal gift to surprise someone and let her choose her favorite items. Ordering is easy: just go to “Gift vouchers” and choose a voucher with the amount of your choice. You can choose to sent the gift voucher to yourself or directly to the recipient. Simply fill in your friends details at the delivery address. Gift vouchers can only be used in the store and not in our webshop.

  • I’VE RECEIVED A GIFT CARD. HOW DO I USE IT?

    Congrats! We hope you enjoy it. For the time being, you can’t use the gift voucher on our webshop, but you can visit our stores. Feel free to take a look and let our teams assist you to choose the best outfit.

    Find our stores here:

    CLOSE-UP Sint-Denijs-Westrem

    Loofblommestraat 23
    9051 Sint-Denijs-Westrem
    09 330 41 77

    CLOSE-UP Beveren
    Grote Markt 16,
    9120 Beveren
    03 298 61 19

    CLOSE-UP Izegem

    Grote Markt 14
    8870 Izegem
    051 43 77 88

    CLOSE-UP Lochristi
    Dorp-West 16
    9080 Lochristi
    09 398 44 48

ORDER

  • HOW DO I PLACE AN ORDER ON THE WEBSHOP?

    Ordering via the CLOSE-UP webshop is actually very simple!
    Choose your favorite items and place them in your shopping basket. Via the left menu you can easily navigate through the different product categories to quickly find what you are looking for.

    Ready to complete your order? Click on "Shopping cart" in the top right and go through the following steps in the ordering and payment process:

    Enter your personal details or log in if you are already a customer.
    Choose the delivery method: to your home, with family or friends, at work, or at a bpost pick-up point.
    Select your payment method.
    Check your details one last time and finalize your order.
    After completion, your order will be confirmed by email and processed carefully.
    Questions or problems with your order? Please contact our customer service at webshop@close-up.be and we will help you as quickly as possible.

    Note: It is not possible to order clothing through the physical stores and have them sent to you! Our webshop is separate from our physical stores.

  • HOW DO I REGISTER AS A NEW CUSTOMER?

    If you are not yet a customer of the CLOSE-UP webshop, you must first register.

    Registering a CLOSE-UP account is quick and easy.
    Click on 'Log in' at the top right and then follow the steps to register.

    Just follow these simple steps and you'll soon be ready to order.

    Once you've completed the registration, you will receive a confirmation email. Once your registration has been confirmed, you can login and start shopping.


  • CAN I EXCHANGE PURCHASED ARTICLES FROM THROUGH THE WEBSITE IN THE PHYSICAL STORES?

    No. Because the webshop is separate from the physical stores, we cannot accept items that were bought through the webshop.

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: €4.5
    Collection point: €3.95

    Return = €4.5 (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.


  • 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.

  • 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.

RETURN / REFUND

  • 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.

  • CAN I RETURN A GARMENT IF I AM NOT SATISFIED?

    No problem! If you are not 100% satisfied, you can return one (or more) item (s) to the delivery address within 14 days of delivery.

    Some conditions for returns:
    Receipt: always send your completed packing slip.
    Period: return your return to the delivery address within 14 days of delivery.
    Tag: we only accept items in their original condition, with the associated item tag. Of course, fitting the clothes is allowed.
    Packaging: make sure that you pack the item (s) neatly to avoid damage during transport.
    Costs: return costs €4,5 .
    Tip: feel free to use our CLOSE-UP packaging for returns. This not only saves you money, but also the environment. It is not necessary to return the order by registered mail, this saves unnecessary costs.

    Once you've dropped off your item or had it collected, you should receive a return receipt. Please keep hold of this as it's your proof of refund.

    Items worn purely to see whether they fit are not considered worn. We reserve the right to refuse a return due to damage or upon grounds of hygiene.

    Please note: If the residual value of the products falls below € 65 when returning the clothing, the shipping costs will still be charged.




     

PAYMENT

  • 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.

  • HOW CAN I PAY?

    All the prices shown on this website include 21% VAT. The shipping costs are added afterwards. You can choose from the following secure payment methods:

    • Credit cards: Visa and Mastercard.
    • Bancontact for Belgian customers.
    • iDEAL for Dutch customers.
    • Apple pay
    • Paypal

    For the settlement of the online payment we work together with Multisafepay, European market leader in the field of secure payments via the internet. We do not have access to or store your confidential payment information.

    A gift voucher cannot be used to pay on the webshop.
    You can only use gift vouchers in the physical CLOSE-UP stores.

  • WHAT IF I SUSPECT MY PAYMENT HAS NOT BEEN COMPLETED?

    If your payment is not properly completed, our customer service will contact you and we will look for an appropriate solution together.

  • CAN I USE MULTIPLE DISCOUNT CODES AT THE SAME TIME?

    Unfortunately, it is not possible to use multiple discount codes at the same time. A tip: always use the code that gives the highest discount first.

MY ACCOUNT

  • HOW DO I REGISTER AS A NEW CUSTOMER?

    If you are not yet a customer of the CLOSE-UP webshop, you must first register.

    Registering a CLOSE-UP account is quick and easy.
    Click on 'Log in' at the top right and then follow the steps to register.

    Just follow these simple steps and you'll soon be ready to order.

    Once you've completed the registration, you will receive a confirmation email. Once your registration has been confirmed, you can login and start shopping.


  • HOW DO YOU HANDLE MY PERSONAL DATA? (GDPR LEGISLATION)

    Your personal data will be included in the customer file of CLOSE-UP for the execution of the agreement / order, conducting responsible customer and risk management and any marketing purposes.

    Your data will never be sold to third parties. You always have the right to view and correct your data in our database. Simply contact our customer service for this. If you have an account, just log in to the site to edit your details yourself.

    The new GDPR legislation is effective from 25 May 2018, you can read all about this on this page: https://www.close-up.be/nl/privacy

  • 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.




OTHER

  • HOW DO I STAY INFORMED OF YOUR NEWS AND OFFERS (+ CONTEST RULES)?

    Would you like to see the latest new collection and stay informed of the latest trends, offers and promotions? Then subscribe to our newsletter. You can also find us on social media like Facebook, Twitter, and Pinterest:

    www.facebook.com/closeuppers

    www.twitter.com/closeupshops

    www.pinterest.com/closeuppers/

    https://www.instagram.com/closeupshops

    Competition rules

    CLOSE-UP occasionally organizes a competition. On the website, and / or on the social media channels. We are happy to provide the following rules about this:

    - CLOSE-UP organizes the competitions itself, and determines the price, date, duration and structure of the competition

    - CLOSE-UP chooses the way the winners are chosen and has the right to change them during the competition.

    - CLOSE-UP cannot be held responsible for any human errors in the drawing, sending or handling of the prize

    - Whoever enters the competition gives permission to use his or her data for commercial purposes, and may also be made public on our pages. (website, social media)

  • I CANNOT ANSWER MY QUESTION HERE IF I STILL HAVE DOUBTS.

    Do you have a question that is not in this list of frequently asked questions? Please feel free to contact our customer service via webshop@close-up.be. We will help you as soon as possible!