Buying in a safe environment

Buying in a safe environment

The Clozen team is committed to making the platform a safe and secure space for your transactions. However, here are some recommendations:

1. Ask your seller

   If you need additional information about the item you wish to purchase, do not hesitate to ask the seller questions via the Clozen messaging system. However, it is strongly recommended that you do not pursue the exchange outside of Clozen.

2. Check the seller's profile and reviews

   Read the evaluations that the seller has received from other members.

3. Payments via the Clozen platform

   By clicking on the "Pay" button on the Clozen platform, you will be able to transact in complete confidence thanks to the Clozen Buyer Protection.

4. Receive the item and confirm its conformity

   Always make a video recording of the reception and opening of your package. If everything is as it should be, click on "Everything is OK".

   However, if your order was never shipped, if the item does not match its description, if it is counterfeit, if it was lost in transit or if it arrives damaged, you can claim a refund thanks to the Clozen Buyer Protection. You must make your claim within 2 days (48 hours) of delivery.

   There is no compensation for the B5 / B4 envelope formats in the event of loss or damage during transport.

Important:

Although we are confident in the honesty and integrity of all members of the Clozen community, in the event of a dispute you will be asked to provide filmed proof of reception and unpacking of the package / envelope. The seller will also be asked to provide a recording of packaging and shipping. In order to guarantee the protection of the affected party and possibly a refund, Clozen will need this proof to resolve the dispute.

With regard to the recording of the reception of a package / envelope, please make sure that you pay particular attention to the following:

• The entire unopened package / envelope ;
• Damaged parts ;
• Packaging finishes (adhesive roll, string, etc.) ;
• Visible and unblurred Swiss Post prepaid label ;
• Opening the package and showing the contents ;
• The item(s) that do not match the description given by the seller.

With regard to the recording of the shipment of a package / envelope, please make sure that you pay particular attention to the following:

• The item (or batch) inserted in the package / envelope ;
• Packaging finishes (adhesive roll, string, etc.) ;
• Visible and unblurred Swiss Post prepaid label ;
• Deposit at the Swiss Post counter with final sealing of the package at the counter for shipments over CHF 500.00.

5. Clozen Buyer Protection

In the event of an opening of a dispute, Clozen will do its best to resolve the following cases:

• The item does not match the description given by the seller ;
• The item is counterfeit ;
• The package was lost during shipping ;
• The package and the goods arrived damaged.

6. Review and comment

Review your seller by leaving a review that will be useful to other community members when browsing.

Please note:

• Once you are sure that everything is in order and that you want to keep the item, Clozen strongly advises you to wash and disinfect it, taking into account its care instructions (see tags). Please note that no refund will be given if the item is worn, used or washed ;
• In case of harassment, phishing attempts, insults, intimidation or if someone tries to get personal information from you, please report it to us ;
• No refund will be given if an item is found to be faulty once it has been worn, used or tampered with.