Frequently asked Questions
How can I track my order?
Once you've placed your order it takes 1-2 banking 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.
Can I make changes to my order after it’s been placed?
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.
Can I add an item to or remove an item from my order?
Once the order has been placed, we cannot add or remove an item from your order. If you've changed your mind, you're welcome to reach out to our Customer Care Team to help you out.
What personal information are collected?
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.
Which countries does Closely ship to?
We ship to all countries within EU and the UK:
How long does shipping take?
We aim to dispatch orders within 1-2 days. 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.
We use DHL Service Point, delivery is usually 1-3 to Sweden and 2-7 days to other EU countries.
To the UK, we use UPS and delivery is 2-3 business days.
How much does shipping cost?
Our standard shipping is 5 EUR for all European countries. You wan't free shipping? No problem! All orders above 80 EUR ships complimentary. You can also order in SEK, DKK and GBP.
Please note that because of the UK laws due to Brexit, taxes & duties will apply for all orders above the value of 135 GBP.
Is there an express shipping option?
We're sorry, unfortunately this is not something we offer at the moment. We do try to dispatch all orders within 24 hours for a fast and smooth shipping experience.
Return & Exchanges
What’s your regular return policy?
All returns must be sent back to us within 30 days of receiving the order. Products must be unworn, unwashed and with the original labels attached. Find more information here.
How much are return costs?
We offer free returns and practice free exchanges!
If you'd like to register one, you can easily do that online in our return portal. Simply fill in your order number and e-mail address here and you'll be guided through the process, step by step.
How do I place a return or exchange?
You can register your return through our returns portal here. You will receive a step by step guide on exactly how to return or exchange your products as well as your return label. Make sure to keep the receipt from DHL or UPS until Closely has refunded or exchanged your order!
If you still have questions regarding your return, don't hesitate to contact us:
We're here to help.
Help, I can't find my return slip!
No need to worry, we never sent you one. Our returns prosses is handled online in order for us to save on unnessesary paper and plastic with our shipment. On this page, you will find a step by step guide on how to return or exchange your items as well the possibility to print out your return label.
In UK, please note that a customs invoice is needed due to brexit. Reach out to our Customer Care Team and they will provide one for you.
Can I return briefs?
As long as the packaging seal is fully intact, our briefs go under the same 30 day return policy as the rest of our products. For legal and sanitary reasons, we are not able to accept returns with a broken seal. You can read more about this here!
How long does it take to process a return?
When your return has reached our warehouse, we take care of your refund within 7 business days. We’ll process it with the same method you used to pay. Credit card refunds usually take 3-5 business days to appear on your statement.
What forms of payment do you accept?
We offer a number of different payment options, depending on your shopping location. This includes Visa, Mastercard, AMEX and Klarna. Your exact alternatives will be presented when you proceed to Check Out.
What currency are your prices in?
We currently offer EUR, SEK, DKK & GBP depending on where you are located, however we hope to be able to add to that list in the near future!
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
Can I be refunded to another card or payment method?
We're sorry, unfortunately this is not possible at the moment.
Do you offer gift cards?
We do! You can purchase a Closely e-giftcard (or several) for your loved ones here.
I have a discount code and a gift card, can I use it together?
Yes, you can! Gift cards are a form of payment and can be combined with other discount codes. However, discount codes are not compatible with each other.
Product & Care
How should I wash my products?
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!
My product is faulty. What do I do?
Oh, we're sorry to hear that! Let's fix this - you're very welcome to contact our Customer Care Team and they will help you out!
What should I do if I receive the wrong product?
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!
What materials do you use for all your products?
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.
You say that you're a sustainable brand, where can I read more about that?
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.
Get in touch
What are the perks of becoming a Test Pilot?
When you're a Test Pilot we inform you before anyone else about our planned launches as well as exclusive discounts and preshopphing. You will have the opportunity to sometimes try our new products before their official launch. All we ask in return is your thoughts on the products we are planning to release out into the world! Apply here to become a part of the family, we can't wait to have you onboard.
Where can I find you on social media?
You can find us on Instagram, Facebook, Pinterest and TikTok - look for closelyofficial!
I’d like to collaborate with you. How do I do that?
You're super welcome to reach out to us over our contact form or social media.