View all frequently asked questions below. If the answer isn’t there, our customer service is happy to help you! Sends us an email to firstname.lastname@example.org or call 033-2997465. Our Customer Service department is open Mondays to Fridays from 9 am to 5 pm.
Do I need an account to order?
No, you don’t need an account to place an order. Is this your first time ordering at Cyell.com? You can of course create a new account.
Already have an account? Press the avatar in the menu on the top right to log in.
Are items in my shopping cart or wish list reserved for me?
No, items are not reserved for you. The items will be yours after the payment is completed.
Will the sold-out items be back in stock soon?
Items may be restocked. Do you want to make sure that you are the first one to know? You can leave your e-mail next to the item that you wish for. You will immediately receive an email when the item is back in stock!
Did you know that CYELL has many stores that sell our brand? Are you looking for a specific top? You can always request a list of stores that sell your favorite item! Send us an e-mail to email@example.com. Don’t forget to mention your cup size.
Can I still change or cancel the order after completing my order?
You can only change or cancel your order if your order has not yet been packed or shipped. Please contact our customer service to see if this is still possible in your case. If not, we recommend that you place a new order or return the order.
Can I change the delivery address after completing my order?
We can only change your address if your order has not yet been packed or shipped. Please contact customer service to see if this is still possible in your case.
I have entered an incorrect email address. What to do?
Please contact our customer service to change the email address and receive an order confirmation.
Have you chosen the AfterPay payment method? Contact AfterPay to change your email address and receive a payment link.
How do I know if my payment is succeeded?
Once your order and payment have been received in good order, you will receive an order confirmation by email.
Didn’t receive an email? Please contact our customer service. Don’t forget to check your spam box first!
What are the accepted payment methods?
CYELL accepts the following payment methods:
IDEAL, Bancontact / MisterCash, Visa, MasterCard, VPay, Maestro, Sofortbanking and AfterPay.
Where can enter in my coupon code?
You can redeem your coupon code in the shopping cart. Enter the code and don’t forget to click “+” to activate the code.
I have used AfterPay as my payment method, but I have not received an invoice. What to do?
If you haven’t received an order confirmation from CYELL as well, the entered email address is probably incorrect. Please contact our customer service and AfterPay to change your email address.
My new invoice from AfterPay is incorrect. What to do?
Something may have gone wrong with processing your return. Contact our customer service to receive a correct invoice.
What are the shipping costs?
The shipping costs are totally free!
How long does it take for an order to be delivered?
Your order will be delivered within 1-2 working days. Ordered before 12:00, shipped the same day. If you order after 12:00, your order will be shipped the next working day.
How can I track my order?
Once your order has been shipped, you will receive a confirmation with Track & Trace code. By pressing the link, you can track your order.
Can my order be delivered to a PostNL pick-up location?
Unfortunately, this is not possible. You can later change your address to a PostNL pick-up location via the PostNL website or app.
Not home? PostNL will drop off your order at the neighbors or deliver it to a PostNL pick-up location.
How can I return my order?
You will receive a return form with your order. The return procedure is stated on this form.
Have you not received a form? Please contact our customer service.
Are the return costs of my order free?
You are responsible for return shipping costs. In the event CYELL made a mistake when processing your order, we will be responsible for shipping costs. The shipping costs differ per carrier.
I’ve received a reminder from AfterPay, but I have already returned the items. What to do?
It is possible that we have not yet received or processed your return. You can let AfterPay know that you have returned the order via the AfterPay app. The invoice will then be put ‘on hold’ temporarily.
What are the conditions attached to returning items?
Items must be returned within 14 days of receipt.
Returned items must be unworn, with the attached (price) cards and / or the hygiene sticker (s).
Items should not have any traces of use or makeup stains.
You cannot return bikini bottoms without a hygiene sticker or items that do not meet the return conditions. We check the returned items carefully. If your return does not meet the conditions, we cannot process them and cannot issue a refund.
How do I know if you’ve received my return in good order?
You will receive a confirmation email as soon as the return has been processed. Are you curious if we have received the shipment? Check the Track & Trace code of the shipment.
What is your return address?
Our return address is;
CYELL return department
Leijester Hegedyk 24
9071XB Oude Leije
This is not a reply number! The costs for a return shipment are for the customer.
I have not received a return form. What to do?
Please contact our customer service. They will email you a return form.
What is the return period?
You can return your items within 14 days of receiving the order.
Can I combine multiple orders in one return?
Yes, that is allowed! Don’t forget to include both return forms!
How can I exchange items?
It not yet possible to exchange items via Cyell.com. If you want a different size or colour, return the items and place a new order. Once we have received and processed your return, you will receive an email from us. The refund will be made within 14 days.
How long does it take before I receive my money back?
The refund will be made within 14 days of receipt of the return, using the same route as the payment.
Please note! As soon as you receive a confirmation by e-mail, it can take 1-2 working days before you receive your money!
Can sale items be returned?
Yes, if the sale items meet our return conditions, you can return them.
Do I have a warranty on CYELL products?
At CYELL you have a 1-year warranty on production errors. We do not give a warranty on wear or discolouration.
What are the warranty conditions and what is the warranty period?
At CYELL you have a 1-year warranty on production errors. We do not give a warranty on items that are worn out, discoloured, damaged due to carelessness or failure to follow the washing instructions.
If an item is damaged within the period of 1 year or if you have another complaint, please contact our customer service stating the order number and a description of the complaint. Our customer service will be happy to help you and offer you a suitable solution.
An item is missing from my order. What now?
Unfortunately, it is possible that something went wrong during the picking process. Is an item missing? Please contact customer service stating your order number and the problem.
I received a damaged item. What now?
There is always one last quality control before the items will be shipped from the warehouse. If you have received a damaged item, please contact customer service stating your order number and problem.
I have received the wrong article. What now?
Unfortunately, it is possible that something went wrong during the picking process. Is your received order incorrect or have you received the wrong item? Please contact customer service stating your order number and the problem.
I have not received a confirmation email. What to do?
Check your spam box first! If you cannot find the confirmation email here, you can contact our customer service.
I have placed an order, can I still cancel it?
You can only cancel your order if your order has not yet been packed or shipped. Please contact our customer service to see if this is still possible in your case.
If not, we recommend that you place a new order or return the order.
How can I reach your customer service?
You can reach our customer service by phone, e-mail or via social media.
Our customer service can be reached by phone on weekdays from 9 am to 5 pm.