Guide To Returning Merchandise

Customers of The Closer Shop can return the products purchased through the site. They must communicate their intention to return the merchandise to The Closer Shop, and such communications must express the Users intention to return the goods no later than 14 days from the delivery of the products to the address indicated at the time of sending the purchase order. Shipping costs are the responsibility of the Customer.

The Customer can use one of the procedures described below to communicate to The Closer Shop that he or she wishes to return one or more products to The Closer Shop.  

We have devised an easy and intuitive method to simplify the Return process. This method is directly accessible in the customer's reserved area. At the time of placing the order, each customer receives an automatic email with a link to register a profile on The Closer Shop. This registered profile allows the Customer to create a password, which is link to Their Closer Shop account.

Here are the simple steps to return merchandise to The Closer Shop: 

  1. Log in with your login and password to your account from this link
  1. In the reserved area, click the ‘Orders’ item in the menu on the left and select the order which you want to return. To find the order, you can use the number specified in the email you received at the time of purchase.
  1. A button with the wording "Return" appears in the details of the order. Press the button. A pop-up menu appears reminding you that the shipping costs are your responsibility. Load the page and you’ll be asked to confirm your willingness to return the merchandise.
  1. Print the automatically generated tracking number (shipping label). This tracking number is ubiquitous and detailed. After printing it out, paste it on the box you will use for the return shipment.
  1. A confirmation email will arrive with the address to which the returning Item is to be sent; the email will also contain details concerning the collection of the package from the courier (usually the day after).

All that you have to do now is prepare the package! We would like to recommend, if possible, that you use the same box that the package originally arrived in when shipping the returning item. This will make the package instantly recognisable to us; our original packaging, is made with recycled and biodegradable materials which is in line with our ethical philosophy!

From the details of the order in the reserved area on the Site, you can see the status or your order change when the returned item has arrived at its destination (SHIPMENT RETURNED).

If the customer does not have an account on The Closer Shop Site and does not intend to create one, it is possible to send an email to support@thecloser.shop to request the return of the purchased item. The email should specify the following:

  1. Name and surname
  1. Order number (present in the confirmation email)
  1. Product name,colour and size
  1. Collection address (street, house number, city, country, post code)

Our support service will respond by confirming the return item request. They will also attach the tracking number and provide a date for the collection of the goods by the courier. The customer will have to print the tracking number and attach it on the box prepared for shipment.

Refund On Returns:

In the event of returned items, all payments made to The Closer Shop will be refunded to the customer. The refunded price will be equal to the price of the returned product, including shipping costs. The Closer Shop will not reimburse the customer for additional shipping costs if the customer has chosen a shipping method other than the least expensive one offered by The Closer Shop.

The direct costs of returning the products are excluded from the reimbursement. Such costs remain the responsibility of the customer.

A refund will not be granted or the sum due may be lower than the price paid by the customer if the returned product is not intact. The customer will be held responsible only for the decrease in the value of the goods due to incorrect handling of the goods besides what is deemed reasonably necessary to establish the nature, characteristics and functioning of the goods.

All refunds due will be distributed using the Stripe platform. These refund sums will be distributed within 14 days following the date on which The Closer Shop received the return communication. All delays due to Stripe's processing times will not be attributable to The Closer Shop.

For more information, please refer to the following link: Refund Stripe.

Stripe will send the refunds to the customer's bank. Depending on the bank's processing time, it can take 5 to 10 business days for the sum to appear on the customer's bank statement and in the customer’s account.

For any doubts, questions or information, please contact us at the following email address: support@thecloser.shop .