FAQs
Shipping
What are your delivery options?
DELIVERY OPTIONS
Price | Transit time | Carrier | Notes | |
Free Standard Delivery UK (Mainland) on orders over £100 | FREE | 3-5 Working Days | Orders over £100 only | |
Next Day Delivery UK (Mainland) | £5.99 | 1 Working Day | DPD | Order before 4PM Monday-Thursday |
Standard UK Delivery (Mainland) | £4.99 | 3-5 Working Days | ||
Ireland & Europe | From £6.99 | 2-3 Working Days | DPD or DHL | |
Rest Of The World | From £15.99 | 3-5 Working Days | DHL |
IMPORTANT DELIVERY INFORMATION
Customs & Duties
Please note that your order total does not include any customs duties, taxes, or fees. These charges are determined by your country's customs and are your responsibility.
Order Cut-Offs
Orders placed after the specified cut-off times will be processed and shipped the following working day.
Orders placed on a weekend with next day delivery will be delivered on the following Tuesday.
Delivery Updates
You will receive a confirmation email when your order is placed and a tracking email when it ships.
Delivery timeframes start the day after your order is placed, unless otherwise stated.
Delivery timeframes listed are dispatch timeframes. During busy periods, delivery times may be extended.
Delivery Issues
If you experience any delivery issues, such as delays or damage, please contact our customer service team.
What countries do you ship to?
At Closure London, we're pleased to offer global shipping, allowing our styles to reach customers worldwide.
However, it's important to be aware that international orders may be subject to customs duties, taxes, and fees. These charges are determined by your local customs authority and are the responsibility of the recipient. Please note that these additional costs are not included in your order total or shipping fees. We recommend checking with your local customs office for information on potential charges before placing your order to ensure a smooth delivery experience.
Customs & Import Duties
All of our orders are shipped from the United Kingdom.
We can not change the value of your order for customs reasons, and the true value of your order will be shown on the outside of your parcel.
The price of your order does not include Customs and Duties/Taxes, customs will get in touch with you in regards to how to pay your customs fee.
How do I track my order?
Once your order has shipped, you'll receive a shipping confirmation email directly from Closure London. This email will contain your tracking number and a direct link to the carrier's tracking page (e.g., DPD, DHL).</p><p><br id="isPasted">For a convenient overview, you can also track your order directly through our website. If you have a Closure London account, you can also view your order tracking information within your account section.</p><p><br>Please allow 24-48 hours for the tracking information to become active after you receive the shipping confirmation. Sometimes, carriers need time to process and update their systems. You may also receive additional email or SMS updates directly from the shipping carrier regarding your delivery status, depending on their service.</p><p><br>If you encounter any issues with tracking your order or if the information hasn't updated after 48 hours, please don't hesitate to contact our customer support team for assistance.</p>
Can I change the delivery option for my order?
We understand you might like to change the delivery option for your order. You have 15 minutes after placing your order to upgrade your shipping to a faster method, such as next-day delivery, if available. If a faster shipping option is available within that timeframe, you can pay the difference in cost.
Please note, that shipping options that are slower or cheaper than your original selection will not be shown as upgrade options.
Returns and Exchanges
What is your return policy?
We want you to love your Closure London purchase. You can return most items within 28 days of receiving your order for a refund or exchange. To be eligible, items must be unused, in their original condition with all tags attached, and in their original packaging suitable for resale. Please ensure items are free from odors, stains, and pet hair. For hygiene reasons, socks and underwear are non-refundable.
To initiate a return and generate a prepaid shipping label, please visit our Returns Portal. After paying for your returns label, you can either print it or take the provided QR code to your chosen returns drop-off point. Items not returned in their original condition may be refused. We recommend sending returns in a sealed package with your completed returns form included.
Our returns team reserves the right to refuse returns that do not meet these criteria.
How do I start a return?
To begin your return and generate a prepaid shipping label, please visit our Returns Portal. After paying for your returns label, you can either print it or take the provided QR code to your chosen returns drop-off point. You'll need to initiate your return within 28 days of receiving your order.
When will I get my refund?
Once we receive your return at our warehouse, please allow up to 5 working days for processing and inspection during busy periods. You can track your return using the carrier's tracking information to confirm delivery.
Upon approval, your refund will be issued to your original payment method. Please allow 3-5 working days for the refund to appear on your account, as processing times vary by bank.
Delivery & Order Issues
What do I do if I receive missing/wrong items in my order?
You will have 48 hours from receiving your order to report any issues such as damage or defects to the outer packaging or missing or damaged items within your order. We will not be held responsible for any issues reported after this period. When reporting these to us please ensure you have photographed the issue as we will ask for this to conduct our investigation.
Please contact us at [email protected].
I've received damaged/faulty items
If for some unfortunate reason, you receive an item that is faulty, please contact our customer service team on [email protected] and we will be able to assist you further and advise on how to proceed with the return.
You have 14 days from receipt of the faulty item to return it to us for a refund or exchange.
My order was marked delivered but isn't here
If no one was home at the time of delivery, the carrier would usually leave the package in a safe location. Please check around your home, with neighbors, or with building management, as someone may have accepted the package on your behalf.
In some cases, packages may be marked as delivered by the carrier while still taking additional time to arrive. If you're unable to locate your package after checking these possibilities, we recommend contacting the carrier directly for the most up-to-date delivery information.
If you require further assistance or have any concerns, please contact customer services within 48 hours of delivery showing as delivered - [email protected]
If we do not receive an email within 48 hours, we will not be able to escalate the case with the designated courier service.
Cancellations and Order Changes
Can I add an item to my order after I have placed my order?
Yes, you can. You have a 15-minute window after placing your order to make any changes, including adding more items. Simply go to your order confirmation email and click on the "Edit Order" button to access the order editing page. From there, you can add new products, update quantities, switch sizes, amend shipping methods, apply a discount code, or cancel the order altogether.
Why have you cancelled my order?
We understand that having an order cancelled can be frustrating. There are a few reasons why your order might have been cancelled, such as issues with payment processing, items being out of stock, or problems with the delivery address.
To get specific information about why your order was cancelled, please contact our customer care team at [email protected]. with your order number, and we'll be happy to assist you.
What is your cancellation policy?
You have a 15-minute window from the time your order is placed to make any changes, including cancelling it. You can access the order editing page through your order confirmation email and cancel the order from there.
After the 15-minute window, your order will likely have already begun processing, making it difficult to cancel.
However, if you need to cancel after this window, please contact our customer support team at [email protected], and we'll do our best to accommodate your request.
Our Products & Sizing
Can I find out if you will be getting replacement stock on items that have sold out?
Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.
However, we regularly update our site so it's worthwhile checking again.
Payments & Discounts
Can I use more than one discount offer on my order?
Our promotions cannot be used in conjunction with any other offer.
Why doesn't my promotional code work?
Please check that the code/link you are using is still valid and not out of date.
For further assistance, please contact our Customer Care Team at [email protected].
Other inquiries
I have a business enquiry, how do I contact you?
Please email us at [email protected].
I am a customer, how do I contact you?
Please email us at [email protected].