Delivery
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.
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.