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FREQUENTLY ASQUED QUESTIONS

If an item is available to order online then this means the item is in stock.
If you’re looking for a specific article and we do not have it available in our online shop, please contact us at info@cloud-footwear.com and we will do our best to help you.

You will receive an automated email to confirm your order has been received, and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

If your order has been placed, but not dispatched - you will know this if you still didn't get an email from us with the tracking nr. - we will make the change or cancellation straight away wherever possible. Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so. Please read our Return Policy page for more information.

We ship worldwide with the exception of the United States and Canada. If your destination is not showing in the shopping cart country dropdown please get in touch with us through info@cloud-footwear.com

You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. Then, all you have to do is visit the transport company website and place the consignment/tracking nr. in the relevant tracking box and you will be ok.

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 15:00 GMT on Friday, your order will not be trackable until it has been collected from us the following Monday.

You can register an alternative address online at your account page, so you can ask the parcel to be shipped to other than your billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.

If the order has already left our warehouse, then the delivery address cannot be changed – you have to contact the transport company in your country with the tracking details provided.

All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as swiftly as possible.

If your order has not arrived when you were expecting it then please check the following: Check you have received a dispatch confirmation email. Check the tracking link via your dispatch confirmation email to view the most up to date information on your parcel.

Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date? check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery. Check no one else residing at your address has taken receipt of your parcel.

If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund. You can check all the details in our Return Policy

We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3-4 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.

If the item you want to exchange to is not currently in stock, we will inform you of an estimated time of arrival at our warehouse and of course will keep you informed when there are significant changes to the processing of the exchange.