Frequently Asked Questions
Sizing and Product
1. What size am I?
Click here to see the size chart.
2.What materials are closemate made of？
Most items are made of high-quality combed cotton, also we have wool, and bamboo fiber fabrics.
3.Are bras wireless?
Yes, all of our bras are wireless.
4.Can I add myself to a waitlist if my item isn’t avaliable?
Yes, please leave your email to receive first hand inventory updates.
5.What if the size I order doesn’t fit me?
We accept returns and exchanges on eligible items with 30 days of purchase. Note: Due to hygienic reasons, we don’t accept returns on try-on briefs.
Please refer to our Return Policy for more details. Our Customer Experience team is also happy to answer questions about sizing at marketing@closemate.com.
Orders and Shipping
1.How can I check the status of my order?
You can check your order status by visiting the Track Your Order page.
2.When will I receive my order?
Orders typically ship within 2-3 business days. Some items from your order may ship from our international fulfillment center and can take up to another 2-3 weeks for final delivery.
If your order contains pre-order items, please note that these items will ship once they’re received. The anticipated ship date for pre-order items will be indicated on the product page.
3.Can I edit, cancel, or change my address?
Our fulfillment partners process orders quickly, so orders cannot be edited or cancelled once submitted.
4.How much is shipping?
All orders over $39 for complimentary shipping. For orders that do not meet the $39 minimum, a flat rate shipping fee of $10 will be applied to your order total.
5.Didn’t receive an order confirmation or shipping notification?
If you don’t see an order confirmation email in your inbox, please check your junk/spam folder. If you’re still not able to locate the order confirmation, please reach out to us at marketing@closemate.com.
6.What if my order has been marked as delivered, but I haven’t received it?
Carriers often mark packages as delivered in advance, and actual delivery can take up to another 24-48 hours. If this happens, please reach out to us when you do not see your package after this delivery window.
A friendly neighbor may have accepted the package on your behalf for safekeeping. We also recommend double-checking all entrances and garages.
Please confirm your shipping address matches the address on your order confirmation.
If you still haven’t seen your package after the above steps, please reach out to us at marketing@closemate.com.
Payment and Store credit
1.Which payment methods do you accept?
We accept all major credit cards as well as additional payment options like Paypal. A full list of accepted payment methods are detailed at checkout. We do not accept personal checks, cash, or money orders on our website.
Returns and Exchanges
1.What is your return and exchange policy?
2.How do I start a return?
3.Can I combine my returns using one label?
To ensure that your return is properly processed and refunded, please send back only the items associated with that return label. If you decide to return additional items (whether from the same or a different order), please start a new return request.
More
1.Is your packaging recyclable?
Nearly all of our paper and plastic packaging materials are recyclable.
CLOSEMATE ships exclusively in packaging made using 40% fewer materials than those used by other leading fashion brands (and saving over 600 trees per year along the way). Our seamless bra collections ship in boxes made from 100% post-consumer materials and is purposefully designed to be reused.
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