FAQ

Shipping & delivery time

Shipping costs and delivery times may vary depending on the order value and destination.

*Regarding our order process in Germany you can choose between shipment with DHL or UPS Standard.

Returns & Exchanges

Take the time to decide! Products ordered from the Closed Online Shop can be returned within 30 days, and what's more, return shipment is free within the EU.

For orders to Switzerland, the United States of America, Australia, Denmark, Finland, Canada, Liechtenstein, Monaco, Norway, Sweden, the United Kingdom and Cyrus that are processed via our partner Global-e, you will find all information on returns here.

Return costs for orders outside the EU are carried by the buyer.

To return the products, please use the same shipping firm that delivered the products to you. Please use the return sticker enclosed in your package. If you did not receive a return sticker with your order, please contact our Customer Care team. Attach it to an easily visible position on the return package and simply hand in the package to a post office. If you received your package by UPS, you may also commission UPS to retrieve your return shipment.

Please complete the return form enclosed with each consignment; this helps us process your return shipment as quickly as possible.

Make sure you keep the postage receipt safe until you have received confirmation that your return shipment has arrived with us. This receipt confirms the date of return shipment and also provides the receipt number for your return shipment.

Once we have approved the return shipment, you will receive an e-mail with confirmation that the invoice amount will be credited to your account in the next few days. You will receive this amount by the same method with which you paid for your purchase.

Please take note that you may only use the products for the purposes of testing – in a manner commonly permitted in a store to check that they fit – and that the products must be returned with the original label attached and with the return slip enclosed in the package. We reserve the right to demand compensation in the event that the product quality has suffered as a result of any additional use.

The Closed Online Shop only accepts the return of products that were also purchased in the Closed Online Shop. Please return products that you have purchased in a Closed store to the store in which they were purchased.

Should you require a different size, we offer free exchanges within the EU. Please note, that we do not accept any exchanges for orders outside of the EU.

We are always happy to assist you. Please contact our Customer Care if you have any questions.

Payments

All payments and credits shall be handled in the currency in which the purchase is fulfilled. We accept the following payment methods:

• Credit card (VISA/MasterCard)

• PayPal

• Advance payment

• Online bank transfer (Sofortüberweisung)

For orders to Switzerland, the United States of America, Australia, Denmark, Finland, Canada, Liechtenstein, Monaco, Norway, Sweden, the United Kingdom and Cyrus that are processed via our partner Global-e, you will find all information on payment methods here.

Accessibility Statement

Closed Direct GmbH strives to make the website https://www.closed.com/ accessible in accordance with the German Accessibility Strengthening Act (BFSG). The requirements for accessibility arise in particular from § 14 BFSG in conjunction with § 3 para. 1 BFSG.

General Description of the Service

Closed GmbH offers an online shop for fashion items through which consumers can select, order, and pay for products online. The service includes the provision of product information, processing of the order procedure, and customer service through digital channels. Use is possible via common web browsers and mobile devices. The goal is to provide all user groups, regardless of individual abilities, with equal access to the services offered.

Description of Compliance with Accessibility Requirements

Closed GmbH endeavours to implement the legal requirements of the BFSG and follows harmonised standards, in particular the requirements of EN 301 549 and the Web Content Accessibility Guidelines (WCAG). The website and all associated online services are designed so that they can be found, accessed, and used by people with disabilities without undue difficulty and without external assistance.

Specifically, this means:

• Information and functions are accessible through multiple sensory channels (e.g. text, alternative texts for images).

• Content is designed to be understandable, perceivable, operable, and robust.

• Digital offerings are regularly reviewed for accessibility and adjusted where necessary.

• Non-accessible content or remaining barriers are transparently named in the statement.

Status of Compatibility with the Requirements

This website is partially accessible in accordance with the requirements of the German Accessibility Strengthening Act (BFSG).

We follow the following standards in implementation: WCAG 2.1 Level AA, EN 301 549 V3.2.1.

Non-accessible Content

Despite our efforts, the following content may not be fully accessible for the following reasons:

• Images without alternative texts: Images without alternative texts impair accessibility. We are working on a solution.

• Links without meaningful labels: Links without meaningful labels impair accessibility. We are working on a solution.

• Missing focus indicators: Missing focus indicators impair accessibility. We are working on a solution.

• PDF documents without accessibility: PDF documents without accessibility impair accessibility. We are working on a solution.

• Missing ARIA labels: Missing ARIA labels impair accessibility. We are working on a solution.

• No keyboard operability: No keyboard operability impairs accessibility. We are working on a solution.

• Missing heading hierarchy: Missing heading hierarchy impairs accessibility. We are working on a solution.

• JavaScript-dependent functionality: JavaScript-dependent functionality impairs accessibility. We are working on a solution.

• Pop-up windows without sufficient control: Pop-up windows without sufficient control impair accessibility. We are working on a solution.

• Inadequate page structure using landmarks: Inadequate page structure using landmarks impairs accessibility. We are working on a solution.

Alternative Access Options

Contact options via phone or email through which users can receive support.

Technical Environment

Accessibility was tested in the following technical environment:

Browsers

• Google Chrome

• Mozilla Firefox

• Microsoft Edge

• Safari

• Opera

Operating Systems

• Windows 10/11

• macOS

• iOS

• Android

• Linux

Contact and Feedback

If you notice any deficiencies regarding the accessible design of this website, you can contact us:

Closed Direct GmbH
Straßenbahnring 6
20251 Hamburg
Germany

Phone: +49 800 4417330 (Germany)
Phone: +49 407 4303835 (International)
(Mon – Fri 10:00 a.m. – 5:00 p.m.)

customercare@closed.com

Responsible Market Surveillance Authority

The central market surveillance authority of the German federal states for the accessibility of products and services (MLBF) is responsible for monitoring compliance with accessibility requirements. You can currently reach the authority at:
c/o Ministry of Labour, Social Affairs, Health and Equality of Saxony-Anhalt,
P.O. Box 39 11 55,
39135 Magdeburg

Creation of this Accessibility Statement

This statement was created on 25 June 2025 based on a self-assessment.

The statement was last reviewed on 25 June 2025.

Arbitration Procedure

If you are not satisfied with the response, you can apply for an arbitration procedure at the conciliation body in accordance with § 38 BFSG. The conciliation body is responsible for resolving disputes between persons with disabilities and companies under the BFSG.

Contact the Conciliation Body:

Conciliation Body BGG
Mauerstraße 53
10117 Berlin

Phone: 030 18 527-2805
Email: info@schlichtungsstelle-bgg.de
Web: www.schlichtungsstelle-bgg.de