FAQ
FAQ (FREQUENTLY ASKED QUESTIONS)
1. Do you also ship abroad?
2. Do the posters come rolled?
3. What payment methods can I use?
4. Can I pay with Klarna?
5. Why am I receiving a payment request from Klarna?
6. Why can't I pay by invoice?
7. What is PayPal?
8. Why did I incur a chargeback fee?
9. How can I redeem a voucher?
10. Why can't I log in to My Close Up?
11. Do you also deliver to packing stations?
12. Do you share my data with third parties?
13. My shopping cart doesn't show anything!
14. Which shirt size should I order?
15. My package is empty!?
16. Online Order
17. My shipment was incorrect. What can I do?
18. How can I return an item?
19. How can I unsubscribe from the newsletter?
20. Why is my order not shipping free even though the value of my shopping cart exceeds €75?
1. Do you also ship abroad?
Of course, we also ship internationally. You can conveniently pay via PayPal, bank transfer, or credit card. Please note the shipping costs!
2. Do the posters come rolled?
But hey, we're professionals! All posters arrive rolled, so you won't get any creases or creases. (A few posters come folded, but this is the absolute exception and is indicated directly on the poster.)
3. What payment methods can I use?
By direct debit - The payment amount will be debited from your current account specified during the order process by our external partner Klarna after the goods have been shipped. The direct debit payment option requires, among other things, a successful identity and credit check. The delivery and billing addresses must be identical and match your officially registered address. Debits are only possible from German or Austrian accounts.
- By credit card - The payment amount will be charged to your credit card after the goods are shipped by our certified partner Saferpay. This way, your data is secure. We do not store your credit card information.
- Via PayPal – the fast and secure payment method of the future. To use this, you must be registered with PayPal or have a PayPal account.
- By advance payment – you transfer the invoice amount to us and we will send your package as soon as we receive your money.
- By Sofortüberweisung – the new, innovative payment method with TÜV certification and TÜV-tested data protection.
4. Can I pay for my purchases by invoice/with Klarna?
Yes, we offer the option of paying for your purchases on account with the payment service provider Klarna. Klarna allows you to choose from various payment methods, such as credit card, direct debit, and installment payments, to pay for your purchase with us. You can find more information here: https://www.klarna.com/de/kundenservice/wie-funktioniert-der-kauf-auf-rechnung-mit-klarna/
5. Why am I receiving a payment request from Klarna?
If you chose "purchase on account" when ordering, payment will be processed through our partner Klarna. You will receive a payment request if you have not paid the invoice on time. This letter serves as a reminder or warning.
What to do?
• Check the invoice for accuracy
• Pay the outstanding amount as soon as possible
• If you have any questions, please contact Klarna directly
Tip: Pay attention to the payment deadline in the future to avoid further reminder fees.
6. Why can't I pay by invoice?
Whether you can order on account depends on a credit check that our payment service provider automatically performs in the background. If this check is rejected, we unfortunately cannot offer payment on account. Please understand: We have no influence on this. However, you can always choose a different payment method.
7. What is PayPal?
PayPal is the online payment service that lets you pay for your purchases in just a few clicks. Your advantage: PayPal guarantees payment, and we can ship your package immediately without having to wait for long bank processing times. What's more, you pay without fees and without risk, because your bank and credit card details are securely stored with PayPal. For more information, visit www.paypal.de.
8. Why did I receive a chargeback?
One reason could be that your account does not have sufficient funds. By providing their current account details, the customer confirms that they are authorized to make direct debits from the corresponding current account and will ensure that they have the necessary funds. Returned direct debits involve significant effort and costs for both the provider and Klarna GmbH. In the event of a returned direct debit (due to insufficient funds in the current account, closure of the current account, or an unjustified objection by the account holder), the customer authorizes Klarna GmbH to submit the direct debit again for the respective payment obligation due. In such a case, you are obligated to pay a processing fee for each returned direct debit.
9. How can I redeem a voucher?
If you have received a voucher, you can redeem it with the voucher code during the order process when you shop with us. You will automatically be asked in the shopping cart if you have a voucher code.
10. Why can't I log into MY ACCOUNT?
The reason for this can be, among other things, the following:
• Your login details don't match. Either your email address is incorrect or your password is incorrect. Please check to make sure you haven't accidentally entered any typos. You can also use the "Forgot password?" function to get a new password.
• You are using an unregistered email address! This means that you are not yet registered in our online shop with the email address you provided. Since we cannot transfer your personal data from your previous web shop for data protection reasons, we ask you to re-register. If you have never logged into our new web shop, you will need to re-register with your email address to continue enjoying the benefits of being a registered Close Up web shop customer. This applies regardless of whether you have a customer number with us and/or receive our newsletter.
11. Do you also deliver to packing stations?
Yes, we deliver to Packstations. However, the maximum dimensions for shipments to Packstations are 60 x 35 x 35 cm – which means we unfortunately cannot send posters to Packstations. Sorry, DHL obviously didn't think about posters :(.
12. Do you share my data with third parties?
All information about how we handle your data can be found in the "Privacy Policy" section of our Terms and Conditions. As a general rule, we do not share any of our customer addresses with other retailers. You can find our privacy policy here.
13. My shopping cart doesn't show anything!
The problem most likely lies with your browser. If cookies aren't enabled, your shopping cart can only contain one item at a time. Cookies are essentially your computer's short-term memory.
14. Which shirt size should I order?
Unfortunately, we are unable to provide the measurements of individual T-shirts, as there are no standard units of measurement in the textile sector and measurements can vary greatly depending on the country of origin and manufacturer.
15. My package is empty!?
Have you also looked inside the gray corrugated cardboard? To protect it from creases and bumps, we package our posters neatly and securely in wrapping paper. Additionally, there is usually some filling material in the package; please check carefully. You can reach our hotline at +49 711 450 45 66.
16. Online Order:
You ALWAYS receive a confirmation email! If this doesn't happen, your order hasn't reached us correctly. For advance bank transfers: Please include the order number and your full name as the intended purpose when transferring your payment. We will notify you by email when your payment has been received.
17. My shipment was damaged or incorrect. What can I do?
Please contact our complaints department: service@closeup.de or Tel. +49 711 450 45 66.
18. How can I return an item?
Please use our return label for your return. You will receive this as a PDF attachment with your shipping confirmation via email. If this doesn't work, please contact us at retoure@closeup.de or by phone at +49 711 450 450. Please note that we unfortunately cannot provide return labels for international shipments. In this case, please simply send your return postage paid to: Close Up GmbH - Returns - Schönbergstr. 39 - 73760 Ostfildern - Germany. Of course, these are not mandatory requirements for the effective exercise of your right of withdrawal, but are intended to facilitate the process.
19. How can I unsubscribe from the newsletter?
Every newsletter contains an unsubscribe link. You can also unsubscribe at any time directly on the newsletter page.
20. Why is my order not shipping free even though the value of my shopping cart exceeds €75?
Free shipping doesn't apply to large frames, so you most likely have a larger frame in your shopping cart (unfortunately, we can't offer free shipping if one side of the frame is larger than 60 cm). Furthermore, free shipping only applies within Germany.