Returns & exchanges
Register a return or exchange and follow its progress without waiting for an email reply.
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Returns · Claims · Delivery · Fit & care
Customer care
Customer care, made simple.
Whether you need to return an order, report an issue or ask about fit and care, start with the route that gets you an answer fastest.
Choose a route
Start with the quickest answer
Self-service routes are available around the clock. If none fits your question, the contact form is directly below.
Claims
If an item is faulty or your order arrived with an issue, open a claim and add the details in one place.
Quick answers
Find clear guidance on orders, payment, materials, sizing, delivery and garment care.
Product care & repairs
Keep knitwear and wardrobe favourites in use for longer with care guidance and CYME's repair service.
Please read our return and refund policy before registering a return.
Still need help?
Send us a message
Tell us what you need and include your order number when relevant. Our team will reply as soon as possible.
A few common questions
Popular customer-care answers
RETURNS & REFUNDS
If you wish to make a return, simply follow the instructions outlined in our Exchanges & Returns guide. There you’ll find all the details you need to register your return and send your item back to us.
Yes - a return fee applies. For domestic returns within Denmark, a shipping fee of 49 DKK will be deducted from your refund. For international returns, a fee of €15 applies, which covers the cost of return shipping from abroad. Please note that international refunds may take a little longer to process due to transit times, but you will be notified as soon as we receive and inspect your return.
Read more in our "Exchanges & Returns" guide.
Once we have received and inspected your return, your refund will be issued to the original payment method. Please allow up to 10 business days for domestic refunds and up to 14 business days for international refunds to be completed, depending on your bank or payment provider.
SHOPPING ONLINE
Once an order is placed we cannot change the items in it. If you contact us as soon as possible - before the order has been prepared for shipment - we can usually cancel it so you can place a new order, or update the delivery address for you.
You can usually expect your order to arrive in 2-5 business days if you're in Denmark, and 3-8 business days for international deliveries. Once your order ships, we’ll send you a tracking number so you can follow its journey to you.
An order can be cancelled as long as it has not yet been prepared for shipment. Once it has entered the shipping process, cancellation is no longer possible - but you are always welcome to return it in accordance with our Exchanges & Returns policy.
SHIPPING AND DELIVERY
Yes, we offer international shipping. Delivery times are typically 3-8 business days, depending on your location. You’ll be informed by email as soon as your order has been shipped.
If your order has not yet entered processing at our warehouse, it may still be possible to update the shipping address. Please reach out to us, and we will do our best to help you.