Terms and Conditions
Last updated: 19 October 2026.
1. Company and contact details
You are buying from Cillouettes ApS, Danish company registration number (CVR) 43829459.
Email: info@cillouettes.com.
Returns address: Cillouettes ApS, Skovlytoften 26A, 2840 Holte, Denmark.
Goods can be received at the returns address on weekdays from 09:00 to 16:00, excluding public holidays. These hours apply to physical deliveries. You may send an email or a cancellation notice outside these hours.
2. Orders and the purchase agreement
Before completing your order, you can check and amend the items, quantities, contact details and delivery information. The total price is shown before you place the order. When you place an order with an obligation to pay, you enter into a purchase agreement with us. We send an order confirmation by email.
Check the confirmation and contact us as soon as possible if anything is incorrect. We will try to help with amendments, but cannot promise to change an order once warehouse processing has begun. This does not restrict your right to cancel.
An obvious pricing or typing error may mean that we are not bound by the agreement if you realised, or should have realised, that there was an error. Ordinary stock errors do not give us a general right to disregard an agreement already made.
3. Prices, payment and discounts
Consumer prices include applicable VAT. The currency, shipping charges and any other agreed costs are shown before payment. The payment methods currently available are shown at checkout.
For card payments, the amount is normally charged only when the goods are dispatched. For a partial shipment, only the amount for the dispatched goods is charged. Any advance payment for a particular item requires a clear, separate agreement before the order is placed. A card authorisation is not the same as a charge.
If you choose an external payment or credit service, the provider and its terms are shown separately. We do not charge consumers payment fees where such fees are prohibited.
Discount codes generally cannot be combined with other codes or offers unless the particular promotion states otherwise. Validity, any excluded products and minimum purchases are stated with the offer. A code cannot be applied to a completed purchase unless we have promised otherwise.
Refunds are based on the price actually paid and the allocation of discounts shown on the order. We do not subsequently increase the price of items you keep solely because you exercise your right to cancel.
4. Delivery and pre-orders
We deliver to the destinations and using the methods available at checkout. Shipping charges and any free-shipping threshold are shown before you place the order.
For in-stock items delivered to Denmark, the expected delivery time is normally 1–3 working days unless another time is stated on the product page or at checkout. We aim to dispatch weekday orders placed before 14:00 on the same day. Same-day dispatch is not guaranteed.
Pre-orders and items with longer delivery times are marked separately with an expected delivery time before you order. If an order contains both in-stock and pre-ordered items, it is sent together at the stated delivery time if this was made clear before purchase. Another arrangement may be agreed.
If there is a significant delay, we will inform you of the expected delivery time and your options. Your rights in the event of delay follow the Danish Sale of Goods Act, including the right to set a reasonable additional deadline and, where applicable, cancel the purchase.
We bear the risk for the goods until you or a person appointed by you has received them. For parcel-shop deliveries, this normally happens on collection. If you separately agree to an unattended delivery or another delivery location, delivery is assessed according to that specific agreement and applicable rules.
5. Incorrect addresses, uncollected parcels and transport damage
You must provide correct delivery and contact details and collect the parcel within the carrier's deadline. Contact us as soon as possible if any details need correcting.
Failing to collect a parcel or refusing delivery does not, by itself, constitute a cancellation notice. If you wish to cancel, you must also clearly tell us.
If a parcel is returned uncollected and the purchase is cancelled, we may require you to pay the actual, reasonable direct return shipping costs to the extent permitted by the rules and provided you were informed before purchase that you must pay return shipping. We do not charge a penalty, handling fee or percentage-based transaction fee for cancellation. If you want redelivery instead, we agree the price and delivery method with you first. You do not pay for redelivery caused by our error.
Contact us as soon as possible about non-delivery, incorrect goods, missing contents or transport damage. Photos of the goods, packaging and shipping label help our investigation. A recommendation to contact us promptly does not restrict your statutory rights or deadlines for reporting defects. A delivery scan alone does not determine a dispute about whether correct delivery took place.
6. Your statutory right to cancel
As a consumer, you generally have 14 days to cancel an online purchase, including purchases of discounted goods.
The period expires 14 days after the day on which you, or a third party appointed by you other than the carrier, physically receives the goods. If several items in one order are delivered separately, the period runs from receipt of the last item. For an item delivered in several parts, it runs from receipt of the last part. If a statutory deadline falls on a Saturday, public holiday, Danish Constitution Day, Christmas Eve or New Year's Eve, it is extended to the following working day in accordance with the law.
Before the deadline, you must clearly notify us that you wish to cancel. You can email info@cillouettes.com or use the standard form below. You may also give notice in another valid way. You are not required to use a particular form or returns portal. It is sufficient to send the notice before the deadline. Keep proof of this.
7. How to return goods
After notifying us of cancellation, you must send or hand over the goods without undue delay and no later than 14 days after the notice. You meet the deadline by sending the goods before it expires; we do not need to have received them by then.
Send to: Cillouettes ApS, Skovlytoften 26A, 2840 Holte, Denmark. Goods reception: weekdays 09:00–16:00, excluding public holidays.
You pay the direct return costs when exercising the ordinary right to cancel. You can buy a return label through our portal at https://return.shipmondo.com/cillouettes-returportal. The total price is shown before you buy the label. You may also choose your own carrier.
If you arrange your own carrier, book delivery directly to the returns address using a business delivery service suitable for the company's goods reception during the stated hours. Do not book delivery to a parcel shop, parcel locker or cash on delivery without a separate agreement with us. We have not agreed to collect returns from locations other than the returns address.
If the carrier leaves the parcel for collection elsewhere despite a booked address delivery, contact us so we can clarify delivery with the carrier together. Such an event does not automatically invalidate your cancellation. Responsibility for any additional costs is assessed according to the specific shipping agreement, our instructions and applicable rules.
Pack the goods securely. Please include your order number and name to help us identify the return. Keep the posting receipt and tracking details. For ordinary cancellations, you generally bear the risk for the goods during return transit until we receive them. This also applies when using a return label unless otherwise agreed or required by the rules. Insurance cover and any limitations depend on the chosen transport agreement. Returns concerning defective goods are handled under section 11.
8. Inspection and diminished value
You may inspect the goods as necessary to establish their nature, characteristics and functioning. Handling beyond this may lead to a deduction for a specific reduction in value. We do not apply an automatic standard deduction.
For textiles, sleeping in or prolonged use of the goods, washing, stains, odours, cosmetics, pet hair, pulled threads or damage may affect resale value. Whether a brief trial is a necessary inspection or goes beyond it is assessed individually. This also applies to trying a duvet cover on your own duvet.
Opening the packaging does not, by itself, remove your right to cancel. Please return the original packaging and accessories where possible. Missing or damaged product packaging can justify a deduction only where there is a legal basis and an actual loss of value. Ordinary transport packaging and the necessary opening of packaging do not automatically result in a deduction.
We document and explain any deduction with details of the condition and diminished value, supported by photos where appropriate. If a justified loss of value equals the full value of the goods, the refund for those goods may be DKK 0. You may challenge the assessment.
9. Refunds and partial returns
If you cancel the entire purchase, we refund the payment received, including the original cost of the cheapest standard delivery. Additional costs for a more expensive delivery method you chose are not refunded. Lawful deductions for diminished value and agreed, lawful direct return costs may be deducted.
Refunds are made without undue delay and no later than 14 days after we receive your cancellation notice. However, we may withhold the refund until we receive the goods or evidence that they have been returned, whichever comes first, unless we have offered to collect them ourselves.
We refund using the same payment method you used for the purchase unless you expressly accept another arrangement at no cost to you. We do not replace a legally required refund with a gift card without your consent.
We also offer partial returns of separate items in an order. For partial returns, we refund the price paid for the returned goods; original shipping is not refunded if you keep the rest of the order. We do not subsequently charge new outbound shipping solely because the original free-shipping threshold is no longer met.
An item sold as one complete set, such as a bedding set with duvet cover and pillowcase or a five-pack of socks, must be returned together unless we agree otherwise.
10. Voluntary free exchange within 90 days
In addition to the statutory right to cancel, we offer consumers one free exchange per order within 90 days of receipt. This is a right to exchange, not a general extension of the right to a refund.
The voluntary exchange requires the goods to be unused, unwashed, clean, undamaged and complete with accessories and original product packaging in saleable condition. These additional conditions do not restrict the statutory right to cancel in sections 6–9.
Register your request within 90 days through the exchange portal at https://return.shipmondo.com/cillouettes-ombytningsportal or contact us. Return the goods no later than 14 days after registration. For the first exchange, we cover return shipping using the label we provide and standard shipping of the replacement goods to Denmark. Independently arranged shipping is reimbursed only by agreement. For deliveries to other countries, the exchange benefits stated for that market at the time of purchase apply; any benefit already promised will be honoured.
Exchanges depend on stock availability. We reserve replacement goods only when separately confirmed. For a more expensive item, you pay the difference before dispatch. For a cheaper item, we refund the difference to the original payment method unless you expressly choose store credit. If your chosen item is sold out, we agree an alternative. Without an agreed extended refund right, an item being sold out does not automatically entitle you to a cash refund after the statutory cancellation period.
An exchange request or free label does not, by itself, mean that you give up an existing statutory right to cancel. If you subsequently validly cancel, you pay return shipping only if and to the extent this has been lawfully agreed. No additional penalty or administration fee is charged.
11. Defective goods and complaints
Consumers have two years from delivery to report defects under the Danish Sale of Goods Act. You must report a defect within a reasonable time after discovering it. A complaint made within two months of discovery is always timely.
Email info@cillouettes.com with a description and proof of purchase, preferably including the order number and photos. Original packaging is not required for a defect claim. Please contact us before shipping so we can agree a suitable return method.
If the goods are defective, the Danish Sale of Goods Act provides rights to repair, replacement, a price reduction or cancellation, subject to its conditions. Repair or replacement must be free, completed within a reasonable time and without significant inconvenience. We may refuse a particular remedy if it is impossible or disproportionately expensive under the statutory rules.
For a justified complaint, we pay necessary, reasonable transport costs. Damage caused by incorrect washing, use contrary to the instructions, accidents or normal wear is not, in itself, a defect. However, one instance of incorrect handling does not remove the right to complain about other, unrelated defects. We assess the cause individually under the evidential rules of the Danish Sale of Goods Act.
We do not charge an inspection fee without a separate, prior and lawful agreement on the amount and conditions.
12. Product descriptions and care
Materials, composition, sizes and any special properties are stated in the product description. Follow the washing and care instructions. Natural materials may vary in appearance and screens may display colours differently. This is not a general reservation allowing us to deliver a different colour, quality or size from what was agreed.
Individual experiences of smoothness, temperature and comfort, for example, may vary. Our specific product promises and the requirements of the Danish Sale of Goods Act still apply. We do not give an additional general guarantee of durability or results unless this is expressly stated at purchase.
13. Promotional gifts, offers and sets
For promotions, the gift, any minimum purchase, quantities and other conditions are stated in the particular offer. The gift threshold is calculated from the value of goods after discounts and excluding shipping if that is how the promotion was described before purchase. At most one promotional gift is included per order unless otherwise stated. A gift is supplied only when the promotion's conditions are met; we cannot subsequently disregard a binding promise of a gift.
If you return your entire order, all promotional gifts included must be returned as well. If you return only part of the order, the promotional gift must be returned if the goods you keep no longer meet the promotion's conditions and this return condition was disclosed before purchase. If you do not return the promotional gift, its value is deducted from your refund, provided both the value and the deduction condition were clearly disclosed before purchase.
14. Gift cards
The value and any validity period of purchased gift cards are stated at purchase and on the gift card. If a shorter validity period has not been lawfully agreed, the ordinary limitation rules apply.
Electronic gift cards issued against payment can be redeemed for cash under the Danish Payments Act, including during their validity period and for up to one year after an agreed expiry date. Any lawful redemption charge requires a clear prior agreement; this text does not introduce such a charge. Free promotional codes may be subject to other rules. Store credit in place of a refund requires your express consent where you are entitled to a monetary refund.
15. Personal data, complaints and governing law
We process necessary customer information to handle purchases, payment, delivery, customer service and statutory documentation. Relevant information is also processed by, for example, our webshop, payment and shipping providers. Information is retained for the necessary period; accounting records are retained under Danish bookkeeping rules. Immediate deletion on request is therefore not always possible.
Read the separate privacy and cookie policy for information about legal bases, recipients, any transfers, retention and your rights. Acceptance of these terms does not, by itself, constitute consent to marketing or unnecessary cookies.
First contact info@cillouettes.com with a complaint. If we cannot find a solution, a consumer who meets the conditions can complain to the Consumer Complaints Mediation Team at Nævnenes Hus, Toldboden 2, 8800 Viborg, via https://kpo.naevneneshus.dk. If mediation is unsuccessful, the matter may be referred to the Danish Consumer Complaints Board under the applicable rules. See current monetary thresholds and fees at https://naevneneshus.dk.
The agreement is governed by Danish law. If you live in another country as a consumer, this does not affect the mandatory protection you have under the rules applicable to the agreement. Statutory jurisdiction rules apply. We do not restrict consumers' rights to compensation through a general disclaimer of liability.
16. Special terms for genuine business purchases
This section applies only to purchases made mainly in the course of the buyer's business. A company registration number or business address does not, by itself, turn a private purchase into a business purchase. The following exceptions do not apply to consumers.
Business purchases have no right to cancellation or exchange unless agreed in writing. The buyer must inspect the delivery as soon as possible and report any defects found without undue delay. The period for defect claims is 12 months from delivery unless otherwise required by a separate guarantee, mandatory law, or the seller's fraud or gross negligence.
We may choose to repair or replace the goods within a reasonable time. If this does not happen, the buyer may claim a proportionate price reduction or cancel for a material defect. Necessary shipping for a justified defect claim must be agreed with us before dispatch.
To the extent permitted by law, we are not liable for operating losses, lost profits or other indirect losses on business purchases. This limitation does not apply to intent, gross negligence, personal injury or liability that cannot lawfully be limited. Payment fees are charged only if lawful and specifically disclosed before the agreement.
17. Changes
The version of these terms and the specific promises applicable at the time of your purchase govern the agreement. Later changes do not apply retrospectively. A separate individual agreement is honoured within the limits of the law.
Standard cancellation form
This form is optional and should be completed only if you wish to cancel the purchase.
To Cillouettes ApS, Skovlytoften 26A, 2840 Holte, info@cillouettes.com:
I/we hereby give notice that I/we wish to exercise the right to cancel my/our purchase of the following goods:
Goods: ______________________________
Order number, if available: ______________________________
Ordered on/received on: ______________________________
Consumer's name: ______________________________
Consumer's address: ______________________________
Date: ______________________________
Signature, only if the form is submitted on paper: ______________________________