Your order

Payment

How do I pay for my order?

Once you have completed the check out page you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods.

Is it safe to order online?

We take your online security very seriously. Personal and payment information is safe and no data is sent over without encryption. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures.

What is a CVC/CVV/CID?

The Card Security Code (CVC/CVV/CID) is an additional three or four digit security code that is printed (not embossed) on the front or back of your credit card. The CVC/CVV/CID is an extra security measure to ensure that you are in possession of your own credit card.

When will I be charged?

If your card is authorised, the payment will be taken immediately and you will receive an e-mail confirming your order has been successful. Only paid orders will be handled. We will not charge you (afterwards) for any failed payment transactions.

Delivery

What’s my order status?

You will be notified by e-mail at various stages during the dispatching process of your order. If you have an account, you can login and check "My Orders" for the current status of your order.

When will my order be shipped?

We try to send packages within 24 hours with the exception of weekends and during bank holidays. After your order is shipped you will receive a tracking number by e-mail to follow your package along its trip to your doorstep.

Can I change my address?

Unfortunately we are unable to change a delivery address once the order has been dispatched. Please note that we won’t ship your package again if you weren’t able to collect your package.

How can I track my order?

Once your order is sent, you will receive a tracking number by e-mail to follow your package along its trip to your doorstep. Feel free to contact Customer Service if you have any further questions or concerns regarding the shipment of your order.

What is the delivery time of my order?

Your order will be delivered within 2 - 4 working days. Our packages are shipped with PostNL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively PostNL will try two more times to deliver the package.

What are the shipping costs?

The shipping costs are for free*. Please note that returning costs are on your expense.
*Subject to change

What can I do if something is wrong with my order?

If you receive a wrong item or something is missing, feel free to contact Customer Service. Please send as many details as possible including specific order numbers.

Returning

How do I return an item?

If for any reason, you are not satisfied with your online purchase, you may return unused articles within 14 days of receipt (own expense). Online orders can not be returned to stores.

To arrange a return, simply send us an email to the following emailaddress: customerservice@claesiversen.com. We will email you back with full instructions on what to do next.

Once we receive your returned items, all goods will be inspected. Articles must be returned undamaged and the original labels must be attached. Any item in unsuitable condition will be rejected. We will refund the returned goods within 14 days to the account you paid with. Returning costs are on your expense. Since we are not responsible for any items that are sent to us in error, we recommend using a postal service that insures the value of the returned products or provides a tracking number.

Can I exchange my online purchase?

Unfortunately we aren’t able to exchange your return. Once we receive your return in good condition, we will refund the returned articles within 14 working days. If the article you are looking for is still available, you can make a new order in our webstore.

Have you received my returned goods?

As soon as we receive your return in our warehouse, we will notify you by email. Please note that it takes a while to process your return. A refund will follow within 14 working days.

Ordering

Do I need an account to order online?

You don’t need an account to order in our webstore. However, setting up an account will allow you to view past orders and the status of your current order. Creating an account is easy and can be done at the checkout.

I forgot my password or it doesn't work

If you forget your password you can easily request a new one by using the "Forgot Password" button on the log in page. When you enter your e-mail address a new password will be sent automatically. If you are (still) having login problems, please feel free to contact Customer Service.

Can I change my order?

Unfortunately we are not able to change an order once it has been submitted; this includes changing the size and colour of an item, removing an item or changing the delivery address. Of course you have the right to cancel the complete order. If you want to cancel your order, please contact Customer Service.

Can I cancel my order?

You have the right to cancel your order within seven working days. However, as we try to proceed your order as fast as possible, it might be shipped already. In this case, you may refuse the package when a delivery attempt is made or return all items and we will issue a full refund. If you want to cancel your order, please use our contact form or call us during working days on +31 (0) 20 845 99 10