Delivery and return

If you order before 2:00 PM, we will strive to ship your order the same day. Orders placed after 2:00 PM will be shipped the following day. You will receive your order within 1-2 business days.

FREE EXCHANGE (1st time per order):

EXCHANGE PORTAL HERE

If you would like to exchange a style from your order, simply return the original item, state that you would like an exchange, and we will send you the correct size. If you are concerned that the item may not be available while we process your return, we recommend placing the new order immediately as our inventory is limited (in this case we will likely have to refund the shipping for the new shipment).
When exchanging, use this portal to get a free shipping label:

If you return with the above label and want the money refunded, you will be charged 45 DKK, as this only applies to exchanges.

I would like to exchange for something more expensive than what I am sending back?
We will send you an invoice with a payment link where you can pay with Visa card, Mastercard, Mobilepay, Apple Pay and Paypal.

Is the item I want to exchange for cheaper than the item I sent back?
We will automatically refund the difference to the card associated with your order from when you placed the order.

I used an exchange label, but do I want a refund for what I received?
Since we have offered a free exchange in the first instance, and paid for a return shipment, as well as a new shipment - your goods cannot be returned after this. You therefore automatically revoke your right of return when you wish to make an exchange.

I have used an exchange label, but I would like to exchange again?
Unfortunately, we can only offer a full free exchange the first time you wish to make an exchange. Otherwise, you are more than welcome to send your item back to us yourself.

Return

NOTE: Goods purchased in November and December have an extended return period until January 15, 2025.

At Cillouettes.dk you have a 30-day right of withdrawal from the day you receive your package. Within this period you can return the item and get your money back if the item has not been used. If the 30 days have passed, the package will not be will automatically be sent back to the customer. You may be issued a credit note.

You, as the buyer, are responsible for paying for the return shipping, and there is therefore no refund of the shipping amount when returning products.

In the event that you as a customer refuse to receive the package or fail to collect the package from the parcel shop before it is returned, we reserve the right to invoice the customer for any costs for return shipping and/or redelivery. This will be deducted from the return amount upon receipt.

We recommend that you send with an insured return label, as Cillouettes is not responsible for uninsured packages. You can purchase an insured return label via our system, below you will find it for a price of 40kr. It is at your own risk to send without insurance. The package may not reach our warehouse if you choose to return it outside our system without insurance. You can send the return via post office or parcel shop. However, it must always reach the address and cannot be sent to parcel shops, as these packages will not be picked up.

Returns portal with package label

SEND THE PACKAGE YOURSELF:

Contact us to receive information about sending yourself.

Please note that it must be delivered to the address of the courier, as the package will not be picked up if it ends up in a parcel shop.

We will not take your package back if:

• The product has obvious wear.

• The product has scratches on the surface .

• The product is not packaged properly.
  

• If you exceed the 90-day return period.

Unclaimed goods
Uncollected items sent with GLS that are returned to Cillouettes.dk will be subject to a return fee of DKK 90.
Cillouettes.dk will only refund the amount for the order once we have received the undelivered package at our address - which can take up to 2-8 business days.

Complaint
If you need to make a complaint about an item, you must contact Cillouettes.dk at info @cillouettes.com, who will send you a return label. If you purchase a return label yourself, it is not possible to get a refund.