Delivery and returns

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

FREE EXCHANGE (1st time per order):

EXCHANGE PORTAL HER

If you want to exchange a style from your order, simply return the original item, write that you want an exchange, after which we will send the correct size to you. If you are worried that the item will not be available while we process your returned items, we recommend placing the new order immediately, as our stock is limited (we will refund the shipping cost for the new shipment).
For exchanges, you must use this portal to get a free shipping label:

If you return using the above label and want a refund, you will be charged 49 DKK, as it only applies to exchanges.

I want 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, Mastercard, MobilePay, Apple Pay, and PayPal. 

The item I want to exchange for is cheaper than the item I sent back?
We automatically refund the difference to the card linked to your order from when you placed it.

I have used an exchange label, but I want a refund for what I received?
Since we have offered free exchange initially, and paid for a return shipment as well as a new shipment - your items cannot be returned thereafter. You therefore automatically waive your return right when you want to make an exchange. 

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

Returns

At Cillouettes.dk you have a 14-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 14 days are exceeded, the package will not automatically be sent back to the customer. You may possibly receive a credit note.

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

In case you as a customer refuse to accept the package or do not pick up the package at the parcel shop before it is sent back, we reserve the right to invoice the customer for any costs of return shipping and/or redelivery. This will be deducted from the refund 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 through our system; below you will find it at a price of 49 DKK. 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 return via post office or parcel shop. However, it must always be sent to the address and CANNOT be sent to parcel shops, as these packages are not collected.

 Return portal with shipping label

SELF-SHIP THE PACKAGE:

Contact us to receive information about self-shipping. Please note that it must be delivered to the address by the courier, as the package will not be picked up if it ends up at a parcel shop.

 We do not accept your package return if:

• The product shows obvious wear.

• The product has scratches on the surface.. 

• The product is not properly packed.
  

• If you exceed the 14-day return deadline.

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

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

 Gifts in connection with purchase:

Have you received a gift in connection with a campaign on the website? If you return your order, you must send the gift back with the return. If the gift is not sent back, the value of the gift will be deducted from the return. NOTE: If you only return part of your order, you can keep the gift if the total order value is above the campaign limit after returning some of the products.