FREQUENTLY ASKED QUESTIONS
How do I make a purchase?
Shopping at The Great Closet is easy:
- Use the SHOP THE CLOSET from the main menu or choose a specific category from THE GREAT CLOSET COLLECTION menu.
Moreover you can shop several items directly from THE GREAT BLOG.
- Once you have found an item, check that is your size and click on the ADD TO CART button on the product page.
- Review the items in your shopping bag by clicking the CART icon link at the top of the page.
- Click on CHECKOUT to complete your order.
Do I need to set up an account to place an order?
Yes you need an account to complete an order. But by register on the Great Closet you will be also able to enjoy the following benefits:
- Track your orders, download your invoices and review past purchases.
- Add sold out items and products you love to your WISHLIST.
- Save your address so you can shop even quicker next time.
How will I know if you have received my order?
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card or Paypal details have been approved (if you have chosen to pay with Direct Bank Transfer, when the funds have cleared in our account), will your order be accepted and the items shipped. At this point you will receive a second email from us that your order has been completed (and the items shipped) with your invoice attached.
Is my personal information kept private?
I’ve forgotten my password – What should I do?
To reset your password, click the “LOST YOUR PASSWORD?” on the LOGIN/REGISTER menu. Fill the Field “Username or E-mail” and we will send you an e-mail with PASSWORD RESET INSTRUCTIONS. Please note, for security reasons we are unable to send your old password via email.
What payment methods The Great Closet supports? In which currencies?
We currently accept payments in Euros via Paypal or using a Direct Bank Transfer.
- PAYMENT BY PAYPAL
Please select “PayPal” as your payment method and you will be transferred to the PayPal site automatically. If you have an existing PayPal account, you can log in using your user data to confirm the payment. If you do not have a PayPal account, you can register one and proceed with the payment. Refunds from returns will be booked onto the registered PayPal account.
- PAYMENT USING A DIRECT BANK TRANSFER
To complete your order with a Direct Bank Transfer, please select so. The required IBAN / SWIFT code will be provided with your order details. When you make the deposit please be sure to include your order number and your name to facilitate the process of your order.
- PAYMENT BY CREDIT CARD
During the checkout step “payment” – please select the option “Credit card”.
We accept the following credit and debit cards:
Payments by Visa or Mastercard
The system will recognize whether or not the credit card is registered on the 3-D security programs or
These are security systems that have been developed to ensure that the registered card holder and the registered online retailer are involved in the transaction. If you are a member of the 3-D Secure Program, a pop-up window will appear on your screen asking you to enter your password when making a purchase online. This window is linked to your bank and requires you to enter your SecureCode (a password that you have previously selected). Transactions can only be made by entering the correct password.
If your credit card is not registered with any of these programs, the payment can be made without further authentication. For more information about the credit card security systems, please see:Verified by Visa or Mastercard SecureCode .
Can I change or amend my order once it has been placed?
Before your purchases have been prepared for dispatch we can cancel an item or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been completed.
If you need to make any amendments, please contact The Great Closet customer support.
Which countries does the Great closet ship to?
We are able to deliver in the following countries:
Albania, Algeria, Andorra, Anguilla, Antigua and Barbuda, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bhutan, Bolivia, Bosnia-Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Cambodia, Canada, Canary Islands, Cape Verde Islands, Cayman Islands, Chile, China, Colombia, Comoros Islands, Cook Islands, Costa Rica – San José, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Estonia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kuwait, Laos, Latvia, Lebanon, Lesotho, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Malta, Martinique, Mauritius, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Norway, Oman, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome + Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, Taiwan ROC, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands, Tuvalu, U.S. Virgin Islands, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Vanuatu, Venezuela, Vietnam, Yemen.
If your country is not listed we will try to fulfill your order, but in case this is not feasible, your order will be cancelled and you won’t be charged.
Do you ship to P.O. Boxes?
Unfortunately, at this time, we cannot ship to P.O. Box addresses.
Does the Great Closet ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
Do I need to sign for my order?
To ensure that your purchases arrive safely, we require proof of delivery for all orders and we are unable to authorize for packages to be delivered without a signature.
How can I track my order?
Items will be shipped in 1-2 business days (Monday-Friday) following order completion. Estimated transit time after dispatch:
- Europe: 2-4 working days for major cities / 3-5days for remote areas
- USA and Canada: 3-5 working days, according to the final destination
- Latin America: 3-5 working days, according to the final destination
- Asia and the Middle East: 3-5 working days, according to the final destination
- Australia and Oceania: 4-6 working days, according to the final destination
- Africa: 4-7 working days, according to the final destination
May I return or exchange an item?
Please have in mind that all items in new condition can be returned – including reduced items.
Should you not be happy with your purchase, you have 14 days from when you receive your package to make a return or exchange. Items must be in original condition. The obligation for return or exchange does not apply when the returned item(s) are determined to have been used, worn, washed or damaged. Items can be returned for a full refund less shipping costs. If your order had Free Shipping, the actual shipping cost will be deducted from the refund amount.
Try your purchases on in the comfort of your own home and if you need to send them back simply go to Contact page and choose “Returns & refunds” as subject from the “Send us a message” form. Please use your Order ID and the SKU number of the product(s) you wish to return (you will find it in the invoice of the specific order) and write us which type of return you prefer. The three types of return are:
- SIZE EXCHANGE
Items can be exchanged only when a different size or a different color of the same item is available. The new item will be eligible for return through the same return procedure.
- STORE CREDIT
As soon as the return has been processed, you will receive a code for the total value of the return items. The code may be used on the following order placed on TheGreatCloset.com one time only on a future order within three months of the return and must be used in its entirety on an order that is either equal to or greater than the value of the store credit.
Refunds will be processed as soon as returned items have been checked and accepted by TheGreatCloset.com.
For orders paid by credit card, the time it takes for you to get refunded depends on your credit card. The refund should appear on your credit card statement within two months of the return, at the latest. In case the recipient is not the same person that made the purchase, the refund will be booked onto the credit card holder’s account.
Orders paid by PayPal or by bank transfer will be refunded to the original account.
Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.
Returns must be shipped within 14 days of the order delivery date with a signature required for delivery.
Please ensure that the following provisions are met:
- Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return.
- Footwear should be returned unmarked and in their original and undamaged packaging as this is considered part of the product.
- All merchandise to be returned has to be sent in one package
- Returns must be shipped with a signature required for delivery
- The customer is responsible for the cost of return shipping
- Please note that we can only accept returns from the country which the shipment was sent to. If the shipment was sent to Germany, for instance, we can only accept a return from Germany
- Vintage, used or items with the indication non-returnable cannot be accepted.
We can only accept returns if all of the above conditions have been met. Returns that do not meet our policy will not be accepted and sent back to the customer at his cost.
After we have received the returned merchandise, we will send you an email concerning your refund.