Estimated Processing Time
• 1-3 days for 80% of orders
• 4-8 days for 15% of orders
• Over 8 days for 5% of orders
Please be aware that due to the pandemic, stock shortages, customs inspections, extreme weather, or other unforeseen circumstances, there may be delays in delivery.
Shipping Costs and Time
Shipping costs and delivery times vary based on your location and will be calculated and estimated at checkout. We offer free standard shipping on orders of 75€ and above to certain countries.
Shipping Confirmation and Tracking
Once your order has been shipped, we will send you a shipping confirmation email containing your tracking number. You may receive multiple shipping confirmation emails if items from your order are shipped separately.
Shipping Address Policy
Shipping addresses cannot be changed once an order is placed. We will ship only to the address provided at the time of order.
Kleinunternehmerregelung
Gemäß § 19 Abs. 1 UStG wird keine Umsatzsteuer berechnet (Kleinunternehmerregelung).
In accordance with § 19 para. 1 of the German Value Added Tax Act (UStG), no VAT is charged (Small Business Regulation).
In accordance with § 19 Abs. 1 UStG, we operate under the Kleinunternehmerregelung (Small Business Regulation), meaning no VAT is charged on our products. As such, we are unable to deduct or charge VAT on any of our transactions.
Please note that your order may be subject to additional taxes, import duties, or charges upon delivery, depending on your country’s regulations. As the customer, you will be responsible for payment of any such import charges. GOT CLOSE Majd Nawfal is not liable for any duties, taxes, or fees associated with your order.
Customs, Duties, and Delivery
We are not responsible for delays or issues caused by customs inspections, force majeure events, carrier transfers, or strikes. We also cannot be held accountable for any additional fees, customs charges, or taxes related to your shipment.
Please note that we are not liable for packages marked as delivered by the carrier but not received. In such cases, we recommend filing a claim directly with the carrier. At this time, we do not offer reshipments or exchanges, and require that a new order be placed using the refunded funds.
Order Not Received
We do not process refunds or reshipments for orders that are marked as delivered. If you have not received your package, a non-delivery certification issued by your local post office with an official seal is required.
If your tracking information shows an alert, it may be due to one of the following reasons:
• Incorrect or insufficient address
• No such number
• Unknown recipient
• Refusal of delivery
• Failure to pick up in time
• No safe delivery location
• Uncleared customs
• Other reasons
Delivery Attempts and Unclaimed Packages
The local distributor may attempt delivery 1-3 times. If your order is unclaimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. You will need to pick up the package yourself. If the package is returned to the sender (our logistics company) during this time, we are not responsible for any loss of products.
We cannot offer a refund or resend if your order or package is destroyed by logistics companies.
Damaged Products
We offer a full refund or replacement for packages that arrive severely damaged. For partially damaged packages (e.g., minor scratches, slight wrinkles, loose threads), we offer a partial refund or replacement.
Please note:
• A refund is highly recommended for fragile products.
• We do not offer refunds or after-sale services for damaged packaging boxes due to long-distance international delivery.
• For ordinary electronic products, disputes must be raised within 30 days of delivery.
Incorrect or Missing Products
Our strict quality control process ensures that products are checked before dispatch. We handle incorrect or missing products as follows:
• Full refund or replacement for incorrect products.
• Full refund or resend for wrong color, size, etc., that do not affect product function.
• Partial refund or resend for missing parts that do not affect product function; we resend the entire product if missing parts affect functionality.
• Resend of missing accessories.
For sizing issues, please measure the product accurately and provide a photo of the measurement. This will help our dispute team resolve your issue promptly.
Order Cancellation
We are unable to change or cancel an order once it has been placed. If you placed an order in error, you can return it once received.
During high-volume periods, your order may be canceled due to inventory selling out. If this happens, all charges will be automatically refunded.
To ensure your security, we may take additional steps to verify order details. If your order is canceled, please contact us at info@gotclose.com for more information.
Important Information
1. Dispute Deadlines:
You cannot open a dispute if the order status is marked as closed. Disputes cannot be resolved if the tracking information is untraceable by a third party.
2. Force Majeure:
We take no responsibility for any product damage or shipping delays caused by force majeure events, including but not limited to pandemics, international crises, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspections.
3. Destination Restrictions:
Due to limited international transportation, we will not accept disputes for orders shipped to
the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
4. Unacceptable Disputes:
We do not accept disputes based on but not limited to the following:
• The buyer does not like the product.
• The product description is inaccurate.
• The product has an unusual smell.
• The buyer ordered the wrong item(s).
• Incorrect shipping address provided.
• Pre-negotiated product differences.
• Tracking information deleted by logistics companies or local post offices.
• Packages returned, discarded, or detained due to the consignee’s failure to comply with customs clearance procedures.
