Frequently asked questions

Pre-order process
What are Pre-orders and how do they work?


READ BEFORE ORDERING

Everything here is PRE-ORDER ONLY.

Once the pre-order window closes, production begins. This is how I’m able to fund new projects and keep bringing you dope pieces.

Timeline by item:

  • Hoodies, crewnecks, zip-ups, tees, jeans, sweatpants → Made in Portugal, artwork printed by me and/or embroidered by a small local team. 5–7 weeks production.

  • Beanies → Embroidered locally by a small team. 2–3 weeks production.

  • Jackets → Made overseas by skilled makers. 6–7 weeks production.

After production is complete:

📦 Orders are shipped out. Shipping takes 1–3 weeks depending on your location. Check out the shipping policy for more detailed times.

➡️ Your order will ONLY ship once production is finished.

➡️ Weekly updates on order progress are posted here under Production Updates and on my socials (Instagram and TikTok)

I get that waiting isn’t fun in today’s world, but these are slow-made pieces—not mass-produced fast fashion. Every item is crafted with care, and you’re basically getting a collectible from an independent artist.

If you made it this far, thank you for your patience and support. MUAH I love you!

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, New Zealand 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, New Zealand 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.
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.
WHERE ARE YOU LOCATED?

I'm a designer located in Lithuania, so all clothing pieces and any other accessories 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.
my package is being returned. What do i do?

If you notice that your package is being returned to me, please contact me as soon as possible at cloudeelle@gmail.com

Packages may be returned by the shipping company for several reasons, including:

  • An incorrect or incomplete address was provided.

  • The address was inaccessible (for example, due to safety concerns, animals on the property, or other obstacles).

  • The courier was unable to reach you at the address.

  • The package was not picked up from the post office within the required timeframe.

If your package is returned, the responsibility lies with you as the customer. You will be required to cover the cost of reshipment, including the fees charged for returning the package to me. If you do not cover the reshipping fee, your order will not be resent. In that case, only the cost of the clothing will be refunded—shipping fees are non-refundable.

Please note: providing the correct, accessible address is your responsibility. Once I have shipped your order, I cannot be held accountable for delivery issues caused by incorrect information or missed deliveries.
MY ORDER WAS LOST IN TRANSIT, WHAT DO I DO?

Please email me at support@cloudeelle.com with your order number. I will assist you in giving you the best solution possible.
Whether it's a refund or a replacement. I gotchu!
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

If I made a mistake with your order, I’m truly sorry! While I do my best to avoid errors, sometimes things can happen. If you receive a defective, damaged, incorrect, or missing item, please follow these steps:

  1. Inspect Your Order: Check your items carefully as soon as they arrive.

  2. Contact Me Within 7 Days: Email me at support@cloudeelle.com within 7 days of delivery and include:
  • Your order number (CD1234)

  • Clear photos of the defect, damage, or incorrect item

Eligibility & Resolution:

  • If your claim is approved, I will send you a replacement of the same item (subject to availability).


  • If a replacement is not available, I will issue a refund to your original payment method. Approved refunds will be processed within 10 business days.

Important Notes:

  • Depending on your bank or card provider, refunds may take additional time to appear in your account.

  • This policy does not cover damage caused by normal wear and tear, accidents, or improper use.

I MADE A MISTAKE WHEN ORDERING
CAN I RETURN OR EXCHANGE AN ITEM?

NO - ALL SALES ARE FINAL

All clothing pieces and accessories are made to order, meaning they are crafted specifically for you and you only. Because each item is created individually and produced in limited quantities, returns and exchanges are not accepted. This is the nature of exclusive, custom-made items.

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 order changes are only accepted while the pre-order window is open. Once the pre-order window closes, all orders move directly into production, and I’m unable to make any changes or issue cancellations.

Please make sure to submit any adjustments on time.

other questions
What payment methods do you accept?

The accepted payment methods are:

Visa, Mastercard, American Express, Discover, JCB, Diners Club, Apple Pay, Google Pay, PayPal
How do I find my size?

You can easily check out the measurements of the clothing pieces and other accessories on the product pages under "Size Guide"
Can i suggest design ideas?

Absolutely! You can easily reach me through any social media platforms or simply email me at support@cloudeelle.com
You can suggest anything you'd like to see in the future and I'll consider making it happen!
Where are your items made?

This brand started with just me making everything by hand, and over time I’ve slowly expanded production to bring you higher-quality pieces while still adding my own touch to them. Here’s where each item is made:

  • Hoodies, crewnecks, zip-ups, tees, jeans, sweatpants → Bases are produced in Portugal. The artwork is then printed by me and/or embroidered by a small local team.

  • Beanies → Produced locally and embroidered by a small team.

  • Jackets → Made overseas in China by highly skilled manufacturers I work closely with (they’re amazing at what they do).

    All designs are solely made by me.
How often do you release new stuff?

I aim to do monthly drops for graphic hoodies, tees and etc.

Any other items with higher complexity like jackets usually drop every 2-3 months.
do you restock previous pieces?

Graphic hoodies, crewnecks, zip-ups, tees, and beanies → Restocked monthly until the design is retired. (Retirement timing depends on the design—it could be after just 2 drops or last for up to a year.)


Other pieces (such as jackets) → These are strictly limited to 50–100 pieces and will not be restocked. The only exception is if an item receives significant demand for a restock.

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