Frequently Asked Questions (FAQ)

You can cancel an order only if your order has not yet been packed or shipped. The same applies to any address changes. Unfortunately, it is not possible to change or add items to an order. Please contact customer service via cyellshop@cyell.com or by phone at +31(0)33-2997465 to see if this is still possible in your case. If not, we advise you to place a new order or return the order.

Changing a delivery address is only possible if your order has not yet been packed or shipped. Please contact customer service at cyellshop@cyell.com or by phone at +31(0)33-2997465 to see if this is still possible in your case. If your order has already been sent, we can unfortunately no longer change it. In that case you can still adjust the delivery via the Track & Trace code of DHL. 

Sold-out items may still be replenished. We recommend signing up for a signal via the desired item. You will receive an email when the item is replenished. 

Did you know that CYELL has many outlets throughout the Netherlands. View here our outlets. Are you looking for a specific item? Then you can contact us via cyellshop@cyell.com to request a list of outlets for your favorite item. Don't forget to add your (cup)size send along. 

It is useful to check your spam box first! If you can't find the confirmation email in there either, we advise you to contact our customer service at cyellshop@cyell.com or by phone at +31(0)33-2997465, they will resend the order confirmation.

Our customer service can be reached at cyellshop@cyell.com or by phone at +31(0)33-2997465 to update the e-mail address and send the order confirmation.

You do not need an account to place an order. However, with an account, ordering is easier: you can easily find your orders and receive personalized deals.

Items are not reserved for you. Only after paying are the items really yours.

You can checkout at Beachlife using the following payment methods: iDeal, Bancontact, Visa, MasterCard, Maestro, PayPal, Google Pay, Apple Pay and Riverty. 

All payments on www.cyell.com are secured by the payment system Pay (www.pay.nl). The confidential data of the payment is transmitted directly and encrypted (SSL) to the bank. View our Pay page for more information.

Once your order and payment have been received in good order, you will receive an order confirmation email. Didn't receive an e-mail? Contact customer service at cyellshop@cyell.com or by phone at +31(0)33-2997465. Don't forget to check your spam inbox first!

You can enter your discount code in the checkout screen. Place the code in the 'Discount Code' field and then click 'Apply'.

If you also do not receive an order confirmation from CYELL received, the email address you entered is probably incorrect. In that case, you can reach our customer service at cyellshop@cyell.com or by phone at +31(0)33-2997465 to update the e-mail address. If you did receive the order confirmation please contact Riverty customer service. They can help you further with your payment and invoice.

Something probably went wrong while processing your return. Please contact customer service. Our customer service can be reached at cyellshop@cyell.com or by phone at +31(0)33-2997465 to help you with this.

Yes, you can request an invoice from our customer service department at cyellshop@cyell.com or our contact page.

In the Netherlands, Belgium and Germany you pay no shipping costs when you spend from €50,-. For orders under €50,- you pay €5,95 for shipping. 

View rates for all countries on our Shipping page.

The delivery time at CYELL is an average of two business days. Ordered on weekdays before 9 p.m. is shipped the same day. If you order over the weekend, your order will be shipped on the next business day. 

Check the delivery time for all countries on our Shipping page.

Yes, once your order has been shipped, you will receive a confirmation email with a Track & Trace code from DHL allowing you to track your package.

If you are not at home, the deliverer will leave a message with instructions for a second delivery attempt or where you can pick up the package.

Not satisfied with your Cyell items? You can return them up to 30 days after receiving your order. You can only register a return via https://cyell.returnista.com.

Need help? Contact our customer service team at cyellshop@cyell.com or +31(0)33 - 299 74 65.

You are responsible for the cost of returning a shipment. The cheapest option is to create a shipping label through https://cyell.returnista.com. Costs may vary by country and shipping party. 

For your information, return costs within the Netherlands are €6,70.

• Items may be returned within 30 days of after the order is placed. 
• Returned items must be unworn and have the attached (price) tags. 
• Items must not have any signs of use or stains. 

We check the returned items carefully. If your return does not meet the conditions, we cannot process it and will not issue a refund. 

You can return your items within 30 days after the order is placed.

Yes, you can! You can submit both orders at the same time via https://cyell.returnista.com, Then you only pay return costs once. 

Should that fail, you may register one order as a return. You may then send the other order without registering it. Please make sure that both return forms are in the box. 

Please note that orders that are not logged in are often processed a little later. This is because we have to process them manually. 

Upon receipt and inspection of the returned items, a refund will be issued to the original payment method within 14 days.

Unfortunately we do not have an exchange system. You can exchange an item by ordering the desired item through the webshop and returning the item you want to exchange.

We cannot send a new return form. When you register your order via https://cyell.returnista.com it is known to us which items are returned. You could add a bill with your order number and other information just to be sure. If you still have problems, please contact our customer service department at cyellshop@cyell.com or by phone at +31(0)33-2997465. 

You will receive a confirmation from us as soon as the return has been processed. Are you curious whether we have received the shipment? Check the Track & Trace code of the shipment. 

Yes, the sale items may be returned if they meet our return policy.

You have a 1 year warranty on manufacturing defects at CYELL. We do not guarantee wear or discoloration, damage due to negligence or failure to follow washing instructions. If within the period of 1 year an item is damaged or you have another complaint, please contact our customer service, quoting the order number and a description of the complaint. Our customer service will offer you an appropriate solution.

It is possible that something went wrong while processing the order. Is an item missing? If so, please contact customer service at cyellshop@cyell.com or by phone at +31(0)33-2997465 quoting your order number and the problem.

You can also checkout as a guest, an account is not required. However, creating an account offers benefits such as a faster checkout process, order history and exclusive offers.

Should you have received a damaged item, please contact our customer service department at cyellshop@cyell.com and send us a picture of the problem, quoting your order number. Then we will be happy to look with you for an appropriate solution.