FAQ - FREQUENTLY ASKED QUESTIONS
PRE-ORDERS? HUH?
PRE-ORDER PROCESS (HOW DOES IT WORK)
All clothing pieces are made in-house by an artist (me!), and since each piece is customized to your specifications, production typically takes around 3-4 weeks after you place your order, unless stated otherwise. ONLY AFTER THIS 3-4 WEEK PRODUCTION PERIOD WILL YOUR ORDER SHIP OUT. Shipping may take an additional 1-4 weeks, depending on your location. Please review the shipping policy for more details on delivery times.
If you read this, I frickin appreciate you!
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 with a mild detergent (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; it’ll make me cry).
SHIPPING
DO YOU SHIP INTERNATIONALLY?
I ship to Europe, USA, Australia and Canada.
For the time being I do not ship to UK. Blame Brexit for this.
DO I HAVE TO PAY CUSTOMS DUTIES IF I'M OUTSIDE THE EU?
Most likely yes. To avoid unexpected costs, check the import
regulations for your country in advance. If customs fees apply, you will be responsible for covering them yourself.
HOW LONG DOES SHIPPING TAKE?
European Union: 4-8 working days
United Kingdom: 8-10 working days
United States: 10-14 working days
Australia and Canada: 2 weeks and up.
Please note that these are estimated delivery times and actual
delivery may vary based on the destination, shipping method, and other factors. I am not responsible for any delays that may occur once the package has been dispatched.
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 you've forgotten to pick up your order, whether it was due to a
failed delivery resulting in it being left at the post office, or if it
was initially sent to the post office, the responsibility falls entirely on you. If the package is returned to me, 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 forgetting about the package is your own responsibility, not mine, and I cannot be held accountable.
HOW CAN I TRACK MY PACKAGE?
Once your order ships, you will automatically receive an email with the tracking number. You can then use that number and go to the "Order Tracking" section and view all the necessary information.
MY ORDER WAS LOST, WHAT DO I DO?
If your order was lost in transit, contact cloudeelle@gmail.com ASAP. I'll hook you up with a solution, whether it's a replacement or a refund. I gotchu.
YOU MESSED UP MY ORDER
I GOT THE WRONG OR DAMAGED ITEM
If you have received the wrong or damaged item, please contact cloudeelle@gmail.com within 7 days of receiving the item and provide relevant details and photographs, if possible.
Eligibility: If your claim is approved, I will issue a replacement of the originally ordered item, subject to availability. If a replacement is not possible, a refund will be processed to your original payment method within 10 business days after approval. Please note that it may take additional time for your bank or credit card company to post the refund.
Exclusions: This policy does not cover normal wear and tear, damage caused by improper use, or failure to report damage within the specified 7-day period.
I MADE A MISTAKE WHEN ORDERING
CAN I RETURN OR EXCHANGE AN ITEM?
NO - All Sales Are Final
Every piece of clothing is meticulously crafted
in-house by the one and only artisan. Due to the exclusive and custom nature of the clothes, all sales are final. I do not accept returns or exchanges for any reason, including change of mind or incorrect sizing.
CAN I CHANGE MY ORDER?
The answer is.. You have about 48 - 72 hours to do that after placing the order. After that there's a high chance I won't be able to help you out.
If you have a question that was not answered above, contact cloudeelle@gmail.com