Returns
Would you like a refund or an exchange? Here is how to get started, along with the key deadlines.
How to return an item
- Notify us within 14 days of receipt. Register your return in the returns portal, or email info@cillouettes.com. You may also notify us in any other valid way. Keep your confirmation.
- Select your return label. You pay the return shipping when exercising your right of withdrawal. The price of a label is shown in the portal before you buy it. Using our portal is optional.
- Pack the item securely and send it within 14 days of notifying us. Please include your name and order number. Keep your proof of postage and tracking details.
- We process your refund. See the deadline and conditions below. Your item does not need to have arrived by the deadline for sending it back.
Would you prefer an exchange?
We offer consumers one free exchange per order within 90 days of receiving their items.
Our voluntary exchange policy applies to unused, unwashed, clean and complete items with their original product packaging in a saleable condition. The first return using our label and standard delivery of the replacement item to Denmark are included.
The 90-day period applies to exchanges and does not in itself extend your right to a refund. Your statutory right of withdrawal still applies.
Item condition and reduction in value
You may examine the item as necessary to establish its nature, characteristics and function. Opening the packaging does not in itself remove your right of withdrawal.
Use beyond what is needed to examine the item may reduce its value. Examples include sleeping with it, prolonged use, washing, stains, odours, cosmetics, pet hair or damage.
Any deduction is assessed individually, documented and explained. We do not apply an automatic standard deduction. Please return packaging and accessories where possible; opening packaging as needed to examine the item does not automatically result in a deduction.
When will you get your money back?
We refund without undue delay and no later than 14 days after receiving your notice of withdrawal. However, we may withhold the refund until we have received the item or proof that it has been sent back, whichever happens first.
We refund to the original payment method unless you expressly agree otherwise. If you withdraw from the entire purchase, we also refund the cost of the least expensive standard delivery originally offered. Any additional cost for a more expensive delivery option is not refunded.
For a partial return, we refund the price you actually paid for the returned items. The original delivery cost is not refunded when you keep part of the order. Any justified deduction for a reduction in value may be taken from the refund.
If you arrange your own return shipping
Book a suitable delivery service to our business return address during our receiving hours. Do not send to a parcel shop or locker, or use cash on delivery, unless we have agreed this separately.
Cillouettes ApS
Skovlytoften 26A
2840 Holte, Denmark
Returns receiving hours: weekdays 09:00–16:00, excluding public holidays.
As a general rule, you bear the risk during return shipping when exercising your right of withdrawal. Pack the item securely and keep your proof of postage. Insurance cover depends on the shipping service you choose.
If you booked delivery to our address but the carrier leaves your parcel at a collection point, contact both us and the carrier. We will help clarify the delivery; this does not automatically invalidate your withdrawal.
Sets and promotional gifts
Items sold as one set
A bedding set or a five-pack of socks must be returned as a complete set unless we agree otherwise. Separate items within the same order may be returned individually.
Did you receive a promotional gift?
If you return your entire order, you must also return all promotional gifts received with it. For a partial return, the promotional gift must be returned if the items you keep no longer meet the promotion’s conditions and this return requirement was disclosed before purchase. If you do not return the gift, its value is deducted from your refund, provided both the value and the deduction condition were clearly disclosed before purchase.
Frequently Asked Questions
Do I have to use the returns portal?
What if the size doesn't fit?
What if I have washed or used the item?
What if the deadline falls on a holiday?
Need help?
Email us your order number and tell us what you need help with. You can send your message whenever it suits you.
The terms and promises that applied at the time of your purchase continue to apply. This page does not limit your statutory rights.