FAQ

ORDERS & PAYMENT

Which payment methods can I choose?
We accept following payment methods:

  • Credit card (Visa, Mastercard, American Express)
  • Bancontact
  • PayPal
  • Stripe

Is the payment secure?
Each payment is secure thanks to the SSL-encryption protocol (Secure Socket Layer) that ensures for the server to be reliable and the payment data to be safe.

How can I use a discount code?
If you received a discount code, you can use it once you completed your shopping bag and you want to finalize your order. Click on your basket and proceed to checkout. You can now fill in your discount code in your order overview. After filling in the code, please click on “Apply”. The discount is instantly deducted of the final price. You can now finalize your order.

What if I want to cancel my order?
We advise you to contact our customer service as soon as possible. If you just placed your order, it can still be cancelled before its shipping and you will be reimbursed. If it has already been shipped, please wait until the package arrives. Once you receive it, you can send it back following the regular return procedure. Cancelling an order is free (of charge).

You can contact our customer service by mail (aftersales@cliogoldbrenner.com) or by phone (+32 471 84 31 89) from Monday to Friday between 9.30 am and 6 pm.

DELIVERY

What are the shipping methods, delivery time and how much do they cost?

Belgium, The Netherlands and Luxembourg

  • DPD Pickup point or DPD Standard delivery
    • €8
    • Free delivery for orders over €300
    • Delivery within 1-2 working days

    France, Monaco, Germany and UK

    • DPD Pickup point or DPD Standard delivery
      • €10
      • Free delivery for orders over €300
      • Delivery within 1-3 working days
      • DHL Express delivery
        • €30
        • Delivery next working day (for orders placed before 12pm)

      Rest of Europe*

      • Austria, Bulgaria, Czech Republic, Denmark, Estonia, Spain, Finland, Croatia, Hungary, Ireland, Italy, Lithuania, Latvia, Poland, Portugal, Romania, Serbia, Sweden, Slovenia and Slovakia
      • *only Express delivery: Albania, Andorra, Bosnia and Herzegovina, Iceland, Macedonia, Moldavia, Montenegro, Norway, Serbia and Turkey
      • DPD Standard delivery
        • €20
        • Delivery within 2-5 working days
      • DHL Express delivery
        • €40
        • Delivery within 1-2 working days

      Outside of Europe

      • DHL Express delivery
        • United States
          • €55
          • Delivery within 1-2 working days
        • Asia: Cambodia, China, The Philippines, Hong Kong, India, Indonesia, Japan, Malaysia, Singapore, Taiwan, Thailand and South Korea
          • €70
          • Delivery within 2-4 working days
        • For all other countries, we are happy to help you at hello@cliogoldbrenner.com

      When will my order be shipped?
      All orders placed on working days before 12pm will be shipped on the same day, if your payment is confirmed.

      Can I track my order?
      Yes. Once your order has been shipped, you will receive a confirmation by email indicating a link where you can follow your order. If you have chosen delivery in a pickup point, you will be notified by email once your order arrived.

      What happens if I’m not at home at the moment of delivery?
      If you asked for a delivery at home the carrier will pass by the day after. If you’re not at home for 3 days on the moment of delivery, your order will automatically be shipped back to us.
      In case of a delivery at pickup point you have 7 days to pick up your order. Otherwise you package will be shipped back to us.

      RETURNS & EXCHANGES

      Can I return my order?
      Decided to not keep your purchase? You have 14 days from receipt of your order, to return all goods ordered on www.cliogoldbrenner.com.
      We don’t only love our customers, but we also cherish our products. That’s why we ask you to send back your purchase in its original condition and with its price label, otherwise we cannot accept your return. Shipping costs are not reimbursed.

      Returns for European countries
      Returns are free for all orders placed in Europe.
      Please follow the following procedure:
      1. Make an online request to return your order
      You can make an online return request when you log in to your account.
      2. Please follow the steps online

      • Fill in your postal code and your Track & trace / order number
      • Indicate your return reason
      • Accept to be reimbursed
      • Select a DPD Parcel shop
      • Check your return overview
      • Confirm your return request

      3. Download and print your return label
      Don’t worry if you can’t print your label immediately. You will receive it as well by email. Please print the return label and apply the label on the parcel.
      4. Send your package back
      Bring the parcel to the DPD service point near you.

      Returning an article from another country?
      You can return your purchase at your own expenses.
      Please send back your purchase to the following address:
      TSG Logistics
      Clio Goldbrenner
      Désiré De Bodtkaai 27
      9400 Ninove
      BELGIUM

      When will I be reimbursed?
      Once we received your return and did a quality check, you will receive an email letting you know when the refund has been made. Please allow us 5 to 8 working days after delivery to process your return package. Shipping costs are not reimbursed.

      Can I exchange an item?
      We do not offer an exchange service for orders placed on our website. If you want to order another model or colour, please return you purchase and send in a new order via our online shop.

       

      REPAIRS

      Is it possible to repair my bag?

      Yes, we offer a repair service. Please fill in the repair form with the required information. You can find this form on the page « How to maintain my bag? ». You will receive an answer on your e-mail address in the next few days with the following steps to proceed with the repair. Keep in mind that you have a two-year warranty after the purchase date.

       Click here to access the repair form.

       

      GIFT CARD

      Can I use my gift card in combination with other promotions?

      No, the use of your gift card cannot be combined with other promotions that require a promotional code.

      How long is my gift card valid?

      Your gift card is valid for 1 year from its date of purchase. The expiry date is written in the confirmation email containing the code of your gift card.

      Is it possible to use my gift card in a Clio Goldbrenner Flagship store or in a reseller shop?

      No, the gift card can only be used on our e-shop and cannot be used in one of our Flagship stores or when making a purchase from one of our resellers.

      Is it possible to use the amount of my gift card in several orders?

      Yes, it is possible to use the amount of your gift card in several orders. However, it is not possible to check the balance of your gift card. The amount used from your gift card for an order will appear in the order confirmation email.

       Is it possible to get the gift card refunded if the gift does not suit?

      Yes, you have the right to withdraw and request a refund of your gift card within 14 days from the date of purchase.

        

      MY ACCOUNT


      How can I create an account?
      Creating an account is easy:

      • Click the “Login” button on the top right of the home page
      • Click the “Register” button to create your account
      • Fill in your details in the required fields and click the “Create” button

      How to login to my account?
      To log in to your account, click the “Login” button on the top right of the home page.
      Enter your email address and password and confirm.

      How can I manage my shipping address and personal info ?
      Your personal information and shipping address are saved on your account.
      You can save your shipping address once you logged in to your account. In this way you won’t need to fill it in every time you make an order. You can also change or delete saved shipping addresses.
      You can also change or delete personal information, such as your date of birth, number, etc.

      CUSTOMER SERVICE
      For enquiries or assistance please do not hesitate to contact us.
      We are open from Monday to Friday between 9.30 am and 6 pm excluding holidays:

      ABOUT US
      Learn more