Service & FAQ

1. How can I pay?

Credit Card
Apple Pay
Google Pay

2. How can I cancel my order?

You can cancel your order within the cooling off period, which is 30 minutes from placing the order, just contact customer service.

3. How is the shipping processed?

We charge a flat shipping fee of £25 per order enjoy free shipping on all orders over £50.
Since our products are shipped directly from the United States, delivery usually takes 4–6 weeks.

You will receive an email notification once your order has been dispatched.
If you haven’t received your items within 7 days after the estimated delivery window, please contact our Customer Service team using the Contact Form or Service Hotline.

Regular returns are free of charge. To initiate a return, please visit your order history and click on Return Item.
For guest orders, you can start a return contact our Customer Service to request a return label.

4. How can I change my order (address, item, etc.) once placed?

Unfortunately, due to automated processing, it is not possible to add additional items to your order or to change the delivery address once the order has been placed.

5. How can I exchange items?

Unfortunately, we do not currently offer any exchange service.

You have the option of returning items to us within the statutory cancellation period and the right of return granted by us by simply using a return label and return note – which you receive in your parcel. Please state the item you want to return and the return reason in the return note.

You are welcome to order new items from the selection of products in our Online Shop.

6. How can I make a claim for a defective item?

Whoever chooses to purchase a product from CYBEX should rightly expect our superb quality. Nevertheless, should your delivery not meet your expectations or be defective, please contact our Customer Service Department.

Naturally, you can claim defective goods with us within the scope of your statutory warranty claims. Please also read our Terms and Conditions. Please note that this only applies to goods purchased at the our Online Shop.

For questions regarding customer complaints or any other matter, our Customer Service Department will gladly assist and advise you – as you should always expect from us.

7. How can I return items?

Customers may return items free of charge simply by going to your order history and click on Return Item. For guest orders you can return your order contact our Customer Service Department and request a return label.

Important! The returned items must be in their original condition. The products must only have been used to the extent that is necessary for their inspection, in the same way that products in a physical retail store can be reasonably inspected prior to purchase. We cannot resell any returned items showing signs of wear. In this respect, we reserve the right to assert claims for compensation.

You can prevent damage during transit by carefully packaging the goods. Simply use the original packaging – this is also more environmentally friendly.

8. How do I get my money back?

Customers may return items free of charge simply by going to your order history and click on Return Item. For guest orders you can return your order contact our Customer Service Department and request a return label.

Important! The returned items must be in their original condition. The products must only have been used to the extent that is necessary for their inspection, in the same way that products in a physical retail store can be reasonably inspected prior to purchase. We cannot resell any returned items showing signs of wear. In this respect, we reserve the right to assert claims for compensation.

You can prevent damage during transit by carefully packaging the goods. Simply use the original packaging – this is also more environmentally friendly.