Refund policy

Refund & Return Policy

We want you to be happy with your purchase. We understand that sometimes an item may not meet your expectations. This policy explains how to request a return, refund, replacement, or order cancellation. Your consumer rights under applicable law remain unaffected.

Return Window at a Glance

Situation	What You Can Do	Timeframe
Change-of-mind return	Request a return for an eligible item	Within 30 days of delivery
Damaged, defective, or incorrect item	Contact us for an appropriate remedy	Promptly; ideally within 7 days
Order has not arrived	Contact us so we can investigate	After the estimated delivery date; see below
Cancel an order	Email us as soon as possible	Within 6 hours; before fulfilment if possible

 

What We Accept for Returns

For a change-of-mind return, contact us within 30 days of delivery. To qualify, an item should generally be:

• Unused and in the same condition as received, except for handling reasonably needed to inspect it

• Returned with all included parts, accessories, labels, manuals, and instructions

• In its original packaging where reasonably possible

 

Some products may be excluded from change-of-mind returns where permitted by law. Examples may include custom or personalised items, perishable goods, sealed hygiene or health products after the seal is opened, certain digital products, gift cards, and items clearly marked final sale before purchase. These exclusions do not affect your rights regarding faulty, damaged, or misdescribed goods. Nothing in this policy limits consumer rights that cannot legally be excluded.

How to Start a Return

To request a return, please contact us before sending anything back:

1. Email us at service@cloudclosetstudio.com with your order number, the item(s) you would like to return, and the reason for the return. If the item is damaged, defective, or incorrect, please include photos.

2. We will reply with return instructions and the return address.

3. Pack the item securely, use a trackable shipping service, and keep your tracking number.

 

Return Shipping

 

For change-of-mind returns, customers are responsible for return shipping where permitted by law and where this responsibility has been disclosed before purchase. For faulty, damaged, or incorrect items, we will handle return shipping costs as required by applicable law. Keep your tracking number until your refund is confirmed.

Refunds

Once we receive your return and confirm its condition, we will refund eligible returns to the original payment method. Our usual processing targets are shown below; statutory deadlines may apply and will take priority.

Step	Timeframe
We receive your return	Day 0
We inspect the item	Within 3 business days
Refund issued for an eligible voluntary return	Within 7 business days after approval
Funds appear in your account	Timing depends on your bank or payment provider

 

For change-of-mind returns, original delivery charges are generally non-refundable, except where applicable law requires otherwise. For qualifying UK statutory cancellations, we refund standard delivery charges; any extra cost paid for an enhanced delivery option is not refunded beyond the standard delivery amount. For UK statutory cancellations, refunds are made within the legal deadline, generally no later than 14 days after we receive the goods back or receive evidence they have been sent back, whichever happens first. If a refund has not appeared after 14 business days, check with your bank or payment provider first, then contact us at service@cloudclosetstudio.com.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, missing parts, or different from what you ordered, contact us at service@cloudclosetstudio.com as soon as possible (ideally within 7 days of delivery) so we can investigate. This suggested timeframe does not limit any rights you may have under applicable law. Please include:

• Your order number

• Photos showing the issue, if possible

• A brief description of what happened

 

We aim to respond within 1 business day. We will review the details and offer an appropriate remedy, which may include a replacement or refund. We will let you know whether the item needs to be returned and arrange return shipping as required by applicable law.

Order Cancellations

If you would like to cancel an order, email us at service@cloudclosetstudio.com within 6 hours of placing it. We will do our best to cancel it before fulfilment begins. Once an order has entered fulfilment or has shipped, cancellation may not be possible. After delivery, you may still request a return under this policy and any statutory rights that apply.

Package Never Arrived?

If tracking shows the package was delivered but you have not received it, first check with neighbours or your building’s mailroom or safe place. Then contact us at service@cloudclosetstudio.com so we can investigate with the carrier. If your order has not arrived by the estimated delivery date, please contact us. If it remains missing 15 business days after the estimated delivery date, we will investigate and arrange a replacement or refund as appropriate.

Exchanges

We do not process direct exchanges. If you would like a different item, the simplest option is to:

1. Request a return and refund for the original item, if eligible

2. Place a new order for the item you want, subject to availability

 

This approach is often the quickest way to get the item you want. All returns remain subject to the eligibility conditions and any rights under applicable law.

Still Have Questions?

We are happy to help. Email us at service@cloudclosetstudio.com and we will work with you to resolve your concern.