FAQ - Frequently Asked Questions


We're glad you found us! Full transparency and open communication with you as part of our community are particularly important to us.

To help you quickly find answers, we have compiled the most frequently asked questions about our products, orders, and the Cynocs brand here for you.

Is your question not listed? Then please feel free to contact us: service@cynocs.com

We look forward to hearing from you!

Your Cynocs Team

Is your question not listed? Then feel free to contact us: service@cynocs.com

Order

Who is Cynocs?

 

Cynocs stands for backpacks and bags that are more than just functional. Each product combines thoughtful design, high-quality materials, and timeless aesthetics.

What makes us special: Our designs are so unique that we have patented them in Germany. This results in products that are not only practical but also consciously stand out from the crowd.

Scandinavian Design
Inspired by clean lines and timeless aesthetics, we develop backpacks that accompany you everywhere – to the office, to university, or when traveling.

Minimalism without Compromise
We reduce to the essential without compromising on functionality and comfort.

 

Do you offer a satisfaction guarantee?

 

Your satisfaction is our top priority. We're only happy when you are. If a product ever doesn't meet your expectations, please contact us without hesitation. We guarantee we'll find a fair and straightforward solution for you – whether it's an exchange or a refund.

 

Where is my order?

Our delivery time within Germany is usually 1–3 working days. As soon as your order leaves our warehouse, you will receive a shipping confirmation including a tracking number.

In rare cases, the delivery time for individual products may be extended. You can always see the current delivery time directly on the respective product page. Should an item have a longer delivery time, we will ship your order bundled so that everything arrives together and complete.

I haven't received an order confirmation – what can I do?

 
As soon as you place an order with Cynocs, our system automatically sends a confirmation to your specified email address. If you do not receive it, the following reasons may apply:

1. Check your email address: You may have made a small typo in your email address when filling out the form.
2. Check your spam folder: Please check your spam or promotions folder. Occasionally, automatic system emails mistakenly end up there.
3. Check order status in your customer account: If you have a customer account, you can always see if the process has been completed correctly and your order has been stored there.

If you still cannot find a message from us after 50 minutes, please contact us easily via our contact form. We will check it immediately for you and send you your confirmation manually!
 

When will sold-out products or new collections be back in stock?

 

We consciously distance ourselves from fast-moving mass-produced goods and focus on deliberate, sustainable production in controlled quantities. Should your favorite model ever be out of stock, we are already working hard on restocking it. To be fairly informed and not miss any drops, it's best to sign up for our newsletter – that's where you'll find out first.

 

Are the items in my shopping cart reserved?

 

No, unfortunately adding products to your shopping cart does not reserve them. Why do we do it this way? Fairness is important to us: with an automatic reservation, items could be blocked without the purchase being completed in the end. This would mean that other customers who really want the product would no longer have a chance to get it. Your favourites are only secured for you once the payment process has been successfully completed.

 

Can I still add items to my order?

 

Unfortunately, it is not possible to make subsequent changes to an order that has already been placed. If you would like to order another product, please simply place a new order in the shop.

 

Can I cancel my order retroactively?

 

As we process orders in our warehouse quickly to guarantee short delivery times, cancellations are often only possible for a short period after purchase. In this case, please contact us as soon as possible via the contact form. – We will do our best to help you!

 

Do I have to create a customer account to order?

 

No, there is no obligation to order from us. We want to make shopping as easy as possible for you, which is why you can always order as a guest. A customer account is completely voluntary and serves purely for your convenience if you want to view your past orders or shipping status more quickly in the future.

 

How do I know if my order was successful?

 

Once we receive your order, we will automatically send you a confirmation email. If you haven't received a message after a few minutes, please check your spam folder. If there's a typo in your email address, simply write to us via the contact form so we can correct your details.

 

How do I get a copy of my invoice?

 
By default, we send your invoice conveniently and environmentally friendly in digital form via email along with your shipping confirmation. Please check your inbox for this message.

If you can no longer find the email or suspect that a typo has crept into your email address during the order, we will, of course, be happy to help you. In this case, simply contact us via our contact form and provide us with your order number and delivery address for quick verification. We will then immediately send you the invoice copy to your desired email address!
 

Why was my order canceled?

 
Please accept our sincerest apologies if we had to cancel your order in an exceptional case. In very rare cases – for example, due to a high volume of traffic during a new drop – it can happen that a product was out of stock at the exact moment you placed your order, before the inventory could be updated in the shop. 

Should this rare case occur, we will, of course, notify you immediately by email with all the details and refund your amount without delay. For any further questions or if we can help you find a suitable alternative, please feel free to contact us at any time via our contact form.
 

Shipping

Package arrived damaged?

 

We pack your order with the utmost care. Nevertheless, in rare cases, damage may occur during shipping - we apologize for this. Our goal is for your delivery to reach you intact and bring you as much joy as your order brings us. If your package arrives damaged, please simply contact us by email at service@cynocs.com. We will take care of it.

 

Who pays customs duties for deliveries outside the EU?

 

When shipping to countries outside the European Union (such as Switzerland or Great Britain), country-specific customs duties, taxes or import fees may apply. As we have no influence on these government fees, we ask for your understanding that we cannot calculate them in advance and that they must be borne by you.

Please inform yourself about the exact regulations at your local customs office in advance.

 

Can you deliver to parcel lockers?

 

Of course! We want to make receiving your goods as flexible as possible. As long as our shipping partner supports deliveries to the desired Packstations or post offices, you can simply enter your preferred address during checkout. Please ensure that you provide your postal number and the Packstation number correctly.

 

Can I change my shipping address after placing an order?

 

Because we want to keep your waiting times short, our system immediately transmits every order to the warehouse after purchase. Therefore, subsequent address changes are often only possible for a few minutes. Please contact us immediately via the contact form – we will do everything we can to adjust the address in time for you before the package is packed.

 

Which parcel service will my package be shipped with?

 

To ensure that your order reaches you quickly, reliably, and undamaged, we work exclusively with proven and climate-friendly shipping partners (such as DHL). This way, you enjoy the best possible service and highest reliability during transport.

 

Payment

Will I be notified when payment is received?

 

Yes, we will keep you informed every step of the way. Immediately after successful completion of your payment process, we will send you your order confirmation by e-mail, which also serves as confirmation of receipt of payment. If you pay by advance payment or bank transfer, we will inform you separately as soon as the amount has been credited to our account.

 

What payment options do I have in the online shop?

 

To make your purchase as flexible and secure as possible, we offer you a variety of modern payment options. You can easily choose between different payment methods:

Apple Pay, Google Pay, Credit Card, PayPal or PayPal Express, Sofort by Klarna, Klarna Pay by Invoice

 

I'm having trouble at checkout – what can I do?


We are very sorry that you are currently unable to complete your order as usual. Often, the cause lies in small, local browser settings. Here are a few quick tricks that usually solve the problem immediately:
  • Switch browsers: Briefly try to complete the order using a different internet browser.
  • Clear cookies: Sometimes an old cache blocks the process. Clearing cookies and history often works wonders.
  • Change payment method: Try selecting a different payment method in case the error lies with the external payment provider.

 

Care instructions

What should be considered when cleaning and caring for it?

 

We want your Cynocs product to last a lifetime. To best protect the high-quality materials and the protective or water-repellent coating, our bags and backpacks should never be put in the washing machine. Gentle hand cleaning with a damp cloth protects the fibers and saves valuable resources.

 

Returns & Exchanges

Can I return two different orders in one package?

 

Yes, you are welcome to do that! To save resources and avoid packaging waste, we strongly support combined returns. For our warehouse to be able to correctly assign the items, please make sure to include both delivery notes or a note with both order numbers clearly visible in the package. This is the only way to guarantee a quick refund for both orders.

 

When and how will I receive my refund?

 

Once we have received your return, we will refund the purchase amount within 14 days using the original payment method. Depending on the payment provider, it may take a few days for the amount to appear in your account.

 

How can I be sure that my return has arrived with you?

 

Once your return arrives at our warehouse, has been carefully inspected and processed, you will automatically receive a confirmation email from us regarding your credit. To track the journey of your package seamlessly until then, we recommend keeping the shipping receipt from the shipping service provider, including the tracking number, safe.

 

Who bears the cost of return shipping?

 

In order to be able to offer you fair prices and conscious, sustainable production in the long term, we do not cover the costs for return shipping as standard. In this way, we want to work with you to raise awareness for conscious ordering and minimize unnecessary transport routes for the benefit of our environment.

 

Voucher

How do I redeem my discount code?

 

You can easily redeem your discount code in the last step of the ordering process. Please make sure to check the conditions – some vouchers are tied to a minimum order value or do not apply to certain products.