Where do you deliver?
We deliver to all addresses within Germany, except Helgoland.
We currently deliver in the UK and Germany only. Follow us on Facebook, Instagram or Twitter to find out when we launch in new countries.
What are your delivery options?
We offer 3 types of delivery service for our products:
• Standard (within 2 working days) - 8 €
• Nominated Day - 10 €
• Nominated Day – Evening - 15 €
For Standard delivery, orders must be placed before 2pm, two working days in advance.
Please note that orders placed on a Friday after 2pm, using the Standard service will not be delivered until the following Tuesday, or the following Wednesday if the Monday is a bank holiday.
Nominated Day – Evening delivery is only available in the following cities: Berlin, Bonn, Bremen, Dresden, Düsseldorf, Frankfurt, Hamburg, Hanover, Cologne, Leipzig, Munich, Nuremberg, Ruhr Area and Stuttgart.
Corona virus update – new delivery process
Contactless delivery via DHL: DHL is currently waiving the requirement for a recipient signature upon receipt of parcels.
How can I track my order?
If you wish to track you order, you can check the delivery status on DHL shipment tracking by clicking here and entering your Clos19 order number.
For a nominated day delivery (evening - 2 hour) and in some cases if agreed differently with our client, we use an alternative service, in this case you can track your order here.
What if I'm not in when you deliver?
If you are not in to receive the products, we will leave a notification (on paper) in your post box that, depending on the courier used:
- either states the telephone number you will have to call to arrange a second delivery attempt
- or states a pick up location for your delivery (e.g. nearest post office)
- or states the date of the second delivery attempt
In case you do not receive any notification or have any other subjects concerning your delivery, please call our Customer Care Advisors on 0698 679 8102.
If we do not hear from you within 7 days, we shall return the products to our warehouse and issue a refund within 30 days. We reserve the right to charge for re-delivery of orders that have not been completed due to incorrect address information being supplied by you or where you are not available to take receipt of the delivery.
Can I amend my order?
Product orders can only be amended whilst the order status is stated to be ‘Ordered’. Whilst the order status is ’Ordered’ amendments can be made by emailing us at email@example.com or by calling our Customer Care Advisors on 0698 679 8102. Once the order status shows as ‘Out for Delivery’, a product order cannot be amended and if you no longer want the products you have ordered you will need to cancel your order. Please note orders for personalised products cannot be amended.
Although we will do our best to accommodate amendments to orders, we do not warrant that we will be able to meet your requirements within the original delivery date. Any revised delivery date will be notified to you when we agree the amendments to your order.