Delivery and returns

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

FREE EXCHANGE (1st time per order):

EXCHANGE PORTAL HERE

If you want to exchange a style from your order, simply return the original item, state that you want an exchange, and we will send the correct size to you. If you are worried that the item may not be available while we process your returned goods, 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 will 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 forfeit your right of return when you choose to make an exchange.

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

Returns

At Cillouettes.dk you have 14 days' 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 the cost of the return shipment, and there is therefore no refund of the shipping cost when returning products.

If 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 charge the customer for any costs of return shipment 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 buy 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 delivered to the address and CANNOT be sent to parcel shops, as these packages are not collected.

Return portal with parcel label

SEND THE PACKAGE YOURSELF:

Contact us to receive information about sending yourself. Please note that it must be delivered to the address by the courier, as the package will not be collected if it ends up in a parcel shop.

We do not accept your package back if:

• The product shows clear wear.

• The product has scratches on the surface.

• The product is not properly packed.
  

• If you exceed the 14-day return deadline.

Uncollected goods
Uncollected goods 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 2-8 working days.

Complaints
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 buy a return label yourself, it is not possible to get this 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. If the gift is not sent back, the value of the gift will be deducted from the refund. NOTE: If you only return part of your order, you can keep the gift if the total order value remains above the campaign limit after returning some of the products.