FAQ - FREQUENTLY ASKED QUESTIONS

WHAT ARE PRE-ORDERS?

PRE-ORDER PROCESS (HOW DOES IT WORK)

All clothing pieces are made in-house by the one and only artisan Cloudeelle, so production typically takes about 5-7 WEEKS after you place your order.

YOUR ORDER WILL SHIP ONLY AFTER THIS 5-7 WEEK PRODUCTION PERIOD.

Shipping may then take an additional 1-4 weeks after it is shipped, depending on your location. Please review the shipping policy for more information on delivery times.

If you've read this, thank you so much—I love and appreciate you!

PRICING

PRICES

My custom hoodies are priced at 79 EUR, with crewneck versions available for 75 EUR and tees for 35 EUR. Every piece is crafted from heavyweight, 100% organic French Terry cotton and designed with a fantastic oversized fit for maximum comfort and style.

Why the price? Each item is meticulously crafted in-house by me, a single artisan, ensuring exceptional quality and exclusivity. Quantities are extremely limited, making each piece a unique addition to your wardrobe.

SIZE CHARTS

HOODIES

European Sizing in CM

  XS S M L XL 2XL
WIDTH (A) 57 61 65 69 71 74
LENGTH (B) 66 67 69 70 71 73

 

HOW TO MEASURE: 

Take a hoodie that fits comfortably. Lay it flat on the ground and grab a measuring tape.

Width (A): Take measure from the stitching under one armpit across the chest to the stitching on the other side.
Length (B): Take measure from the highest shoulder point down to the bottom. 

Compare your measurements to the table above. If you are between sizes or prefer a loose fit, take the bigger size. If you want a more standard hoodie, take a smaller size.

CREWNECKS

European Sizing in CM

  S M L XL 2XL
WIDTH (A) 61 65 69 71 74
LENGTH (B) 67 69 70 71 73

 

HOW TO MEASURE: 

Take a crewneck that fits comfortably. Lay it flat on the ground and grab a measuring tape.

Width (A): Take measure from the stitching under one armpit across the chest to the stitching on the other side.
Length (B): Take measure from the highest shoulder point down to the bottom. 

Compare your measurements to the table above. If you are between sizes or prefer a loose fit, take the bigger size. If you want a more standard crewneck, take a smaller size.

TEES

European Sizing in CM

  S M L XL 2XL
WIDTH (A) 58 61 65 68 72
LENGTH (B) 66 69 71 74 76

 

HOW TO MEASURE: 

Take a tee that fits comfortably. Lay it flat on the ground and grab a measuring tape.

Width (A): Take measure from the stitching under one armpit across the chest to the stitching on the other side.
Length (B): Take measure from the highest shoulder point down to the bottom. 

Compare your measurements to the table above. If you are between sizes or prefer a loose fit, take the bigger size. If you want a more standard tee, take a smaller size.

ZIP-UP HOODIES

European Sizing in CM

  XS S M L XL 2XL
WIDTH (A) 57 61 65 69 71 74
LENGTH (B) 66 67 69 70 71 73

 

HOW TO MEASURE: 

Take a hoodie that fits comfortably. Lay it flat on the ground and grab a measuring tape.

Width (A): Take measure from the stitching under one armpit across the chest to the stitching on the other side.
Length (B): Take measure from the highest shoulder point down to the bottom. 

Compare your measurements to the table above. If you are between sizes or prefer a loose fit, take the bigger size. If you want a more standard hoodie, take a smaller size.

WASHING INSTRUCTIONS

HOW TO WASH

These clothes are designed for durability and vibrancy. A minimal change in color intensity after the first wash is normal (literally unavoidable, as you know) but does not affect the quality of the garment.

SIMPLE CARE STEPS:

  • Turn inside out for washing.
  • Use cold water (30°C). Can be washed with mild detergents (AVOID STRONG DETERGENTS).
  • Select the gentle cycle.
  • Do not use fabric softeners.
  • Air dry only (DO NOT TUMBLE DRY).
  • Iron on low heat, inside out (Please, don’t iron the art directly).

SHIPPING

DO YOU SHIP INTERNATIONALLY?

I currently ship to all EU countries (Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg,
Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia,
Spain, Sweden).

As well as to non-EU European countries (Åland
Islands, Monaco, Switzerland, Norway, Iceland, Bosnia and Herzegovina,
Kosovo, Montenegro, Serbia, Türkiye, Albania, Liechtenstein, Moldova,
North Macedonia)

and other locations including The UK, Canada, the USA, and Australia.

DO I HAVE TO PAY CUSTOMS DUTIES IF I'M OUTSIDE THE EU?

Customs, Duties, and VAT Fees

For orders shipped outside of the European Union,
customs duties, VAT, and other import fees may apply. These charges are
determined by your country’s customs agency and are not included in the product or shipping costs at checkout.


Who Pays These Fees?
These fees are the sole responsibility of
the customer. I do not collect or calculate them, and they must be paid
directly to your customs agency or shipping carrier upon delivery.


What Happens If I Refuse Delivery?
If you refuse to pay the
customs fees and reject the delivery, I cannot refund your shipping
costs, and your order will not be eligible for a full refund.


How Can I Learn More?
To avoid surprises, I recommend contacting your local customs office for more details about potential fees in your country.

HOW LONG DOES SHIPPING TAKE?

Please find the estimated delivery times below:

EU Countries: 4–8 working days

Non-EU European Countries: 5–10 working days

United Kingdom: 8–10 working days

United States: 10–14 working days

Australia and Canada: 3 weeks and up

Please note that these are estimates, and actual delivery times may vary due to factors such as customs processing, shipping carrier delays, or holiday seasons.

WHERE ARE YOU LOCATED?

I'm an artist located in Lithuania, so all clothing will be shipped from Lithuania (for those not familiar with this country it's in the EU).

I NEED TO CHANGE THE ADDRESS WHAT DO I DO?

If you need to change your address, please contact cloudeelle@gmail.com ASAP. I can change the address for you while the order is still in production. Once it ships out.. I can't do anything, so you'll have to give your carrier a call and hope they can help you.

If you provided an incorrect address (and failed to change it), resulting in the non-delivery and return of the package, the responsibility falls entirely on you. You will be required to cover any shipping fees for its reshipment, including those incurred for the return to sender. Failure to cover the second shipping fee will result in your order not being delivered, and I will only refund the amount you paid for clothes (shipping fees will not be refunded). It's important to acknowledge that providing the correct address is your responsibility, not mine, and I cannot be held accountable.

I FORGOT TO PICK UP THE PACKAGE AND IT WAS SENT BACK

If your package ends up at the post office—whether due to a missed delivery or an initial pickup notice—please remember that collecting it is your responsibility. If the package is returned to me, any additional shipping fees, including those for the return, will need to be covered by you for reshipment. If these fees aren't covered, the order won’t be resent, and I’ll only be able to refund the amount paid for the items (shipping fees are non-refundable).

Please keep in mind that it’s up to you to stay on top of the pickup process.

HOW CAN I TRACK MY PACKAGE?

Once your order has been shipped, you will receive an email with a
tracking number. You can use this number to monitor your package’s
journey and estimated arrival date in the "Order Tracking" section and view all the necessary information.

MY ORDER WAS LOST IN TRANSIT, WHAT DO I DO?

Please email me at cloudeelle@gmail.com with your order number and tracking information. I will assist you in giving you the best solution possible.

MY ORDER WAS MARKED AS DELIVERED BUT I DIDN'T RECEIVE IT, WHAT DO I DO?

If your tracking shows the package as Delivered but you cannot locate it:

  • Check with family members, neighbors, or building managers to ensure it wasn’t received on your behalf.

  • Look in secure spots around your property, such as behind planters, furniture or the mailbox.

  • Contact your local post office or carrier with the tracking number for further assistance.

Once a package is marked as Delivered, shipping
carriers consider the delivery complete. I cannot issue replacements or
refunds for packages that are marked as Delivered.

YOU MESSED UP MY ORDER

I GOT THE WRONG OR DAMAGED ITEM

I take great care to ensure every item meets the highest standards.
However, if you receive a defective, damaged, or incorrect item, please
follow these steps:

  1. Inspect Your Order: Carefully check your item immediately upon receiving it.
  2. Contact Me Within 7 Days: Email me at cloudeelle@gmail.com within 7 days of delivery with the following:

    Your order number

    Clear photographs of the defect, damage, or incorrect item

Eligibility: If your claim is approved:

  • I will issue a replacement of the same item, subject to availability.

  • If a replacement is not possible, I will process a refund to your original payment method. Refunds will be issued within 10 business days of approval.

Important Notes:

  • Refunds may take additional time to appear in your bank or credit card account, depending on your provider.

  • Damage caused by normal wear and tear or improper use is not covered by this policy.

I MADE A MISTAKE WHEN ORDERING

CAN I RETURN OR EXCHANGE AN ITEM?

NO - ALL SALES ARE FINAL

Each piece of clothing is meticulously crafted in-house by me, making every item unique and custom-made. Due to the exclusive nature of these products, all sales are final. This means I cannot accept returns or exchanges for any reason, including:

  • Change of mind
  • Incorrect sizing

Please double-check all order details, including product sizing, before completing your purchase.

CAN I CHANGE OR CANCEL MY ORDER?

Cancellations and changes are accepted only within 72 hours of placing your order. After this period, I cannot process cancellations or changes.

If you have a question that was not answered above, contact cloudeelle@gmail.com