Shipping & returns
DUTIES & TAXES
We want your order to arrive smoothly, without surprises.
We cover all customs duties and taxes (DDP) when shipping to:
All countries in the European Union, plus the UK, Norway, Switzerland and Iceland.
Other countries we ship DDP to:
United States
Canada
Australia
Singapore
United Arab Emirates
This means: if you're ordering to one of the countries above, you won’t be charged anything extra upon delivery. The price you see at checkout is the final price.
All other countries
Orders sent to other destinations are shipped DDU (Delivery Duties Unpaid), which means you may be charged import fees or taxes by your local customs. These charges are the responsibility of the customer.
In most cases, parcels slide through without extra charges — but we want to be upfront in case your country applies import fees.
SHIPPING
CIBERIA ships worldwide.
Our shipments in Denmark are sent with GLS from our Danish warehouse.
All international shipments are sent with either GLS, POSTNORD & UPS.
Disclaimer for orders outside EU: With UPS, all import duties and taxes are covered upfront. If you choose postal service, most parcels slide through without any additional charges. In rare cases, however, local customs may apply import duties or taxes. If that happens, these fees are the customer’s responsibility.
We aim to dispatch orders in the fastest possible time and in the order in which they are placed. We strive to process and send orders within 24 hours, from Monday to Friday and to deliver within the delivery times described below, unless otherwise agreed, however, delivery may take longer due to unexpected events.
When the order is made the customer will receive an order confirmation on e-mail.
If the package or content should be damaged in any way when it arrives to the customer, the customer must report it to the delivery courier immediately or no later than two days after.
CIBERIA is not responsible for packages that are damaged during shipping. Shipments will always be packed carefully by us.
If your order is marked as delivered but you haven’t received it
If tracking shows your parcel as delivered but it’s not in your hands, please first check with your neighbors, mailbox, or local courier office. In most cases, the courier has left it safely nearby or with someone close by. Unfortunately, once an order is scanned as delivered, it is outside of our control - but your local courier will be able to assist you further.
Please double-check your details before placing an order. If your address was incorrect, delivery attempts failed, or your parcel was returned to our warehouse (RTS – Return to Sender), we reserve the right to charge a reshipment fee.
DAMAGED ORDERS
We carefully check every Ciberia piece before it leaves our warehouse, but if something arrives damaged, please email us at hello@ciberia-shop.com right away so we can help.
CIBERIA is not responsible for delays, lost or stolen shipments with carriers.
DELIVERY TIME
Denmark: Expect delivery within 2-3 weekdays, excluding public holidays.
EU with UPS Express: Delivery typically takes 2-4 days.
EU with GLS: Delivery typically takes 4-6 days.
EU with Standard Postal Service: Delivery typically takes 7-9 days.
Outside EU with UPS Express: Delivery typically takes 2-4 days.
Outside EU with Standard Postal Service: Delivery typically takes 8-12 days.
Please note that these times are indicative and can differ based on the specific country.
We make every effort to ensure timely delivery, but please be aware that times may vary due to factors beyond our control. CIBERIA cannot be held responsible for both shipping delays or other events when the order has left our Danish warehouse.
Shipping costs are at the customers expense.
RETURNS
We hope you are satisfied with your order. If that’s not the case, you are welcome to return your purchase within 14 days of receipt.
To begin your return, please email us at return@ciberia-shop.com before sending anything back. Returns that are sent without prior notice and confirmation are not eligible for a refund.
We will refund the full amount of the returned item(s), but original shipping costs will not be refunded. You are responsible for the cost of return shipping and any related fees.
RETURN CONDITIONS:
The item(s) must be returned as new — unused, unwashed, undamaged, and with original tags still attached.
Returns sent in any other condition will not be accepted, and the package will be sent back at your own expense.
You may try on the item(s) briefly to check fit, but any visible wear, scent, or damage will void the return.
As soon as we’ve received and checked your return, we will process your refund to the original payment method. Please allow 5–10 business days for processing once your return is received.
Returns must be sent directly to our warehouse — not to a parcel shop.
CIBERIA does not collect parcels from local pickup points and cannot be held responsible for shipments not delivered to our warehouse.
EXCHANGES
We offer free exchanges within Denmark for a different size, style, or color (subject to availability).
If you’re located outside Denmark, you're also welcome to request an exchange, but shipping costs for the exchange will be at your own expense.
To start an exchange, just write us at return@ciberia-shop.com and we’ll guide you through the process.
QUESTIONS?
For any general inquiries, please reach out to us at hello@ciberia-shop.com — we’ll aim to get back to you within 48 hours.