Frequently Asked Questions

Unfortunately, we can't change or cancel orders due to logistical constraints. Therefore, you will need to return your order for a refund and place a new one for the desired product. For more information, please visit our return policy here: cluse.com/pages/return-policy

Unfortunately, we can’t change the shipping or billing address once an order has been placed. Therefore, we advise you to request a change of address directly from the carrier through the shipping notification you have received via email. We apologize for any inconvenience this may cause.

Just placed an order on CLUSE.com and haven't received your confirmation yet? Please wait up to one hour and check your spam folder. If you still haven’t found the confirmation email, contact our customer care team at care@cluse.com.

To know when a CLUSE product will be back in stock, simply sign up for our waiting list on the desired products page. If this option is unavailable, please check with our resellers if they have it in stock: cluse.com/pages/store-locator.

We offer gift wraps at the price of 1.95 EUR per piece. This service is available when you place an order on our website. Once in your cart, you can tick the box "Add gift wrapping". Due to the different sizes of our items, we recommend that you choose one gift wrap per item. The size of the gift wrapping is: 10 x 14 x 26 cm. Please note that gift wraps are not suitable for CLUSE bags and backpacks.

Unfortunately, it is not possible to have your parcel delivered to a local pick-up point. Therefore, the shipping address should either be a home address or a work address.
Please note that if you are absent, the carrier may deliver your parcel to a nearby pick-up point.

If you would like to know if a store near you keeps a certain CLUSE product in stock, we kindly advise you to contact the store directly. Please take a look at our store locator for an overview of all CLUSE resellers: cluse.com/pages/store-locator

Once your order has been placed, it will be shipped within 1 or 2 business days. The delivery time depends on the delivery method and the country. CLUSE offers a standard delivery and an express delivery method. For more information, we kindly advise you to check our shipping policy: cluse.com/pages/shipping-policy

Once your order has been placed, it will be shipped within 1 or 2 business days. If you haven’t received the shipping confirmation via email, we kindly ask you to check your spam. Please note that it can take up to 3 business days for the tracking to be active. If the tracking status has not been updated or your parcel seems to be stuck, please contact our Customer Care Team at care@cluse.com.

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. For more information, we kindly advise you to check our shipping policy: cluse.com/pages/shipping-policy

Additionally, CLUSE offers an express delivery method as well. You have the choice to select the paid delivery option at the check-out. The express delivery fee will be added to the shopping cart’s value and, if needed, to the additional fee for selected countries.