Customer Service
SHOPPING HELP
We hope you enjoy the cylk e-boutique shopping experience. We aim to deliver a simple, enjoyable and rewarding online shopping experience.
If you have any feedback on our products or services please email us at online@cylk.com.au or call us on +61 3 8415 6406.
Our client service team operates Monday to Friday 10am – 5pm (AEST).
Our client service department is available to assist with:
- Payments
- Returns & Exchanges
- Delivery information
- Free gift wrapping
- Size and fit advice
- Frequently Asked Questions
Payments
Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use eWAY Payment Gateway for online credit card transactions.
All online transactions performed on this site are secured payments. Payments are fully automated with an immediate response. Your complete credit card number cannot be viewed by cylk or any outside party. All transactions are performed under 128 Bit SSL Certificate. All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data. eWAY is an authorised third party processor for all the major Australian banks. eWAY at no time touches your funds;
all monies are directly transferred from your credit card to the merchant account held by cylk. To ensure your information is kept private, we do not process or store any payment information in our database.
The following payments are accepted.
Credit card
Visa, Mastercard, American Express (please check with your bank to ensure your card is valid for online purchases). Visa and Mastercard are verified by a secure code.
Paypal
You can choose to pay with credit card or your already registered paypal account.
Contacting cylk
If you require further information regarding cylk’s Privacy Policy, you can contact the cylk Client Services department at online@cylk.com.au or on +61 3 8415 6406.
Delivery Information
All orders are processed at our distribution centre in Melbourne, Australia, subject to payment clearance and stock availability.
We operate Monday to Friday with the exception of Australian Public Holidays. Shipping costs will be added to your order and
displayed at checkout.
cylk ships to the following international regions: New Zealand, United States, United Kingdom/Europe and Asia.
If you are located outside of these zones and require delivery assistance please email us at online@cylk.com.au or call us
on +61 3 8415 6406 (10am-5pm AEST).
|
Destination Delivery Table |
|||||
|
Destination |
Service |
Processing |
Delivery |
Total Time |
Charge |
|
Australia |
Platinum Air Express |
1 working day |
1 working day |
1-2 working days |
$14.95 |
|
Australia |
Express |
1 working day |
1-2 working days |
2-3 working days |
$9.95 |
|
New Zealand |
Registered Post International |
1 working day |
3-10 working days |
4-11 working days |
$19 |
|
United States |
Registered Post International |
1 working day |
3-10 working days |
4-11 working days |
$29 |
|
Asia |
Registered Post International |
1 working day |
3-10 working days |
4-11 working days |
$19 |
|
United Kingdom/Europe |
Registered Post International |
1 working day |
3-10 working days |
4-11 working days |
$29 |
Australia Platinum Air Express
cylk offers a Platinum Air Express delivery service within Australia. We recommend using our Express Post Platinum service -
a premium next business working day delivery service that allows you to track your item and requires your signature on delivery.
We suggest you specify a delivery address that will be attended to throughout business working hours, for example, your work address.
Please visit http://auspost.com.au/personal/express-post-and-express-post-platinum-networks.html to determine if your address qualifies.
Australia Express
cylk offers an Express guaranteed next business day delivery service within Australia. Delivery scans are available to track your parcel online.
The Express service is able to deliver parcels to post office boxes.
Please visit http://auspost.com.au/personal/express-post-and-express-post-platinum-networks.html to determine if your address qualifies.
International Orders
International orders are shipped with Registered Post International. Please note all international orders require a signature upon receipt of goods.
Delivery times are provided as guidelines only. Issues such as payment authorization and destination customs clearance may cause delays.
Please note that we are unable to deliver to Post Office boxes. Couriers usually operate between 0900-1800 (9am-6pm) on business days.
We suggest you specify a delivery address that will be attended to throughout business working hours, for example, your work address.
Returns & Exchanges
If you would like to return an item simply email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
You may return any purchased items, including sale items, for refund, exchange or store credit. Sale items reduced by 50%
or more are considered ‘Final Sale’ items and cannot be returned or exchanged.
Your satisfaction is our priority, so please take the time to familiarize yourself with the following cylk conditions:
- During the 14 days following the delivery of your order, you must request an exchange/return of items.
- Please contact us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST). Remember to state your order number.
Please clarify which items you are sending back, and why you wish to return them? - Purchases must be returned unworn in original condition accompanied with proof of purchase and original ticketing.
- Purchases must be returned to us within 14 days of receiving the return satchel.
- Returns and exchanges of international purchases or sale items are to be returned at the customer’s expense.
Please endorse return parcels as “RETURN OF GOODS”. - Refunds for returned merchandise will be made to the original purchaser’s credit card or paypal account within 48 hours of receipt of returned goods.
- For security reasons, we do not save your payment information in our database.
If you have any further queries our client service department is available to assist with you with any additional information required.
Please email us at online@cylk.com.au or call us on +61 3 8415 6406. Our client service team operates Monday - Friday 10am – 5pm (AEST).
Treat yourself or someone special with our free gift wrapping service.
All order will be beautifully packaged in cylk signature tissue paper. If your purchase order is over $500, you will receive a cylk canvas bag as a gift with purchase.
Sizing Guide
We have listed below a definition of the most commonly used product measurement terms. To help you choose the best size, we recommend that you refer to each product's designer notes. If you require additional assistance please email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
| Clothing - Single Size Conversion |
||||||
|
XXS |
XS |
S |
M |
L |
||
|
cylk |
0 |
1 |
2 |
3 |
4 |
|
|
cylk Bust |
81cm 32 - 32.5" |
86cm 33.5 - 34.5" |
91cm 34.5 - 35" |
96cm 35.5 - 36" |
101cm 36.5 - 37" |
|
|
cylk Waist |
58cm 24 - 25" |
63cm 25 - 26" |
68cm 26 - 27" |
73cm 27 - 28" |
78cm 28 - 29" |
|
|
cylk Hips |
87cm 35" |
92cm 36" |
97cm 37" |
102cm 38" |
107cm 39" |
|
|
Australia |
6 |
8 |
10 |
12 |
14 |
|
|
United States |
2 |
4 |
6 |
8 |
10 |
|
|
Japan |
5 |
7 |
9 |
11 |
13 |
|
|
United Kingdom |
6 |
8 |
10 |
12 |
14 |
|
|
France |
34 |
36 |
38 |
40 |
42 |
|
|
South Africa |
6 |
8 |
10 |
12 |
14 |
|
|
Canada |
2 |
4 |
6 |
8 |
10 |
|
How to measure
Shoulder
From shoulder tip to shoulder tip
Bust
Measured around the fullest part of your bust
Waist
The slimmest part of your natural waistline - above your navel and below your ribcage
Rise
This is the distance from the top of the waistband to the crotch
Length
Lengths are taken from the highest point of the garment, usually from the shoulder or neckline, to the hem
Sleeve
From armhole/ shoulder point to cuff edge
Hip
Measured around the point of your hips at the top of the legs. This will be approximately 23cm below your natural waistline
Inside Leg
The distance from the top of your inside leg (at the crotch) to your ankle
Frequently Asked Questions
I can’t find a certain item in your e-boutique, is there any possibility I may find it elsewhere?
The best way to locate items that are not available in the online store is to email our client service department at online@cylk.com.au or call us
on +61 3 8415 6406 (10am-5pm AEST).
How do I find my size? Please visit our size guide. For additional questions regarding sizes please contact our client service department at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
Do you deliver to PO boxes?
Yes, if you live in Australia and select Express Post at Checkout.
How do I return an item?
We offer full refunds or exchange of items (if stock available) within 14 days upon delivery. Items must be returned unworn in original condition accompanied with proof of purchase and original ticketing. Please contact our client service department at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST). Refunds for returned merchandise will be made to the original purchaser’s credit card or paypal account within 48 hours of receipt of returned goods. Please also allow up to 14 days for your refund to be processed by the bank. For security reasons, we do not save your payment information in our database.
How do I exchange an item?
During the 14 days following the delivery of your order, you may request an exchange of items. Please email our client service department at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST). Please ensure you have your order number available. Please clarify which items you are sending back, and why you wish to return them. Purchases must be returned unworn in original condition accompanied with proof of purchase and original ticketing.
I have received a faulty product, what should I do?
We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
Will there be any additional costs to my order?
We charge for shipping on most orders, please visit the checkout page for your shipping cost.
What payment methods does cylk accept?
You can pay using Visa, MasterCard, American Express and Paypal.
Is it safe to use my credit card online at cylk?
Your personal online security is very important to us. All online transactions performed on this site are secured payments. Payments are fully automated with an immediate response. Your complete credit card number cannot be viewed by cylk or any outside party. All transactions are performed under 128 Bit SSL certificate. All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data. eWAY is an authorised third party processor for all the major Australian banks. eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by cylk. To ensure your information is kept private, we do not process or store any payment information in our database.
Can I change my order?
An order cannot be changed once the merchandise has been processed at our warehouse. However, items may still be exchanged or returned within 14 days after receipt of goods. Check the order status in your profile pages to see if the order has been sent. In some cases we may be able to adjust the order if it hasn’t been sent. Please contact us as soon as possible at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST) to notify us of the changes you wish to make. Make sure to have your order number available. At cylk we want you to enjoy your shopping experience. We will endeavor to assist you with a prompt refund or exchange.
Can I add items to my order?
Additional items must be handled as a separate order in e-boutique. If the first order has not already been processed at our warehouse, we might be able to combine the orders. In such cases, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
When will my order be shipped?
Your order will be fulfilled within one business day, subject to card clearance and stock availability. We aim to ship every order the same day. We operate Monday to Friday except Australian public holidays.
How can I track my order?
Upon receipt of order an email confirmation will be sent. Once your order has been approved and dispatched, you will receive an email confirmation with your shipping details. Sign in to your account and click ”My Profile” for tracking and shipping status
Can I add items to my order?
Additional items must be handled as a separate order in e-boutique. If the first order has not already been processed at our warehouse, we might be able to combine the orders. In such cases, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
Will my cylk favorites be restocked?
We will add items to the e-boutique as soon as it becomes available again in stock. Our client service department will be happy to put you on a waiting list. That way you'll get an email as soon as your item is back in stock. Please email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am-5pm AEST).
Will I be able to pre-order items?
If you have any questions regarding Pre-Orders, we are happy to help. Please email us at: online@cylk.com.au or call us on +61 3 8415 6406 (10am -5pm AEST).
Pre-Orders:
- A deposit of 25% will be charged upon order placement.
- Should you change your mind, your Pre-Order can be cancelled and your deposit refunded.
- The balance will be automatically charged when your item/items arrive.
- The Pre-Ordered item's ETA (estimated time of arrival) is listed on the item's page
- The ETA can change due to production schedules; should this occur, our customer care department will inform you.
If you have any questions regarding Pre-Orders, we are happy to help. Please email us at online@cylk.com.au or call us on +61 3 8415 6406 (10am -5pm AEST).
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