Frequently asked questions

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


READ BEFORE ORDERING


Most items in my shop are PRE-ORDER ONLY. Which means that items only get made after you place an order. Production for pre-order items can take anywhere from 3-10 weeks depending on the complexity of the item.

Please check out the "PRE-ORDER PRODUCTION STATUS" page to get familiar with the item specific production process and wait times.

These pre-orders are how I’m able to fund new projects and keep bringing you dope pieces :)


After production is complete:

➡️ Your order will ONLY ship once production is finished.

📦 Once orders are done and shipped out, shipping takes 1–3 weeks depending on your location:


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, Japan 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.



➡️ Weekly updates on order progress are posted here under Pre-Order Production Status and on my socials (Instagram and TikTok)


I get that waiting isn’t fun in today’s world, but these are slow-made pieces by people who actually care — not mass-produced fast fashion. Every item is crafted with care, and you’re basically getting a collectible from an independent designer. And I really appreciate all of your support and love! Thank you!
WHAT DO "READY TO SHIP" ITEMS MEAN?

Items that are marked with "Ready To Ship" are fully stocked in the warehouse and are ready to ship in 1-3 business days after you place an order.

That means you get to skip the pre-order production stage. Hooray!

P.S. Once these items sell out they won't be coming back as these were just some extra pieces left after the main production.
What if i order a pre-order item and an item that is ready to ship?

If you order both a Pre-Order and a "Ready To Ship" item then your whole order will only ship once the Pre-Order item is ready.

So I suggest to split the order if you want to get the "Ready To Ship" item sooner than the Pre-Ordered one.
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, longsleeve tees → Blanks are produced in Portugal. The artwork is then printed by me.

  • Sweatpants → Made in Portugal.

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

All designs are solely designed by me. Based in Lithuania.

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, Japan, 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 Or Forget To Pay Customs Duties?
If you refuse or forget 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.

Additionally, if a package is lost or destroyed due to refusal, I will not be able to issue you any refund at all.


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

P.S. PLEASE NOTE:
All packages entering the U.S. are now subject to additional tariffs and fees following the removal of the "De Minimis" exception. These charges will be applied at checkout for U.S. customers ONLY, ensuring full transparency and no unexpected costs on delivery.
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, Japan 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 support@cloudeelle.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 shipping 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 support@cloudeelle.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.

  • The customs duty fees were not paid in time and the package was returned.

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.

(Additionally, for customers outside the EU, if a package is lost or destroyed due to refusal to pay customs duties upon arrival to your country, I will not be able to issue you any refund at all.)

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!
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, longsleeve tees → 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.)

Joggers → get restocked every drop.


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