Please contact our customer care department within 7 days after the parcel has been delivered according to the tracking. Our customer care team will contact the carrier to start an investigation into the whereabouts of the parcel.


Please be aware that this investigation can take up to 30 days. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), CLUSE will either refund the customer or CLUSE will try to re-ship the ordered product.