FAQ – Cloudeelle

Frequently asked questions

Pre-order process

Most items available in the shop are PRE-ORDER ONLY.

This means products are created after an order is placed rather than being mass-produced and held in stock. This approach allows us to produce pieces in controlled quantities while maintaining focus on quality, details, and responsible production to avoid waste.

Production Times

Pre-order production times typically range from 4–10 weeks, depending on the complexity of the item.

Before placing an order, please check the "Pre-Order Production Status" page for the latest production updates, estimated timelines, and item-specific information.

Weekly production updates are also shared through our social media channels: Instagram and TikTok.

Shipping After Production

Please note that orders containing pre-order items will only be shipped once production has been completed.

Estimated delivery times after production is finished are:

📦 1–3+ weeks depending on your location

Why Pre-Orders?

Pre-orders allow us to create carefully developed pieces without following the traditional fast-fashion model.

Instead of producing excessive quantities, each release is made with intention, allowing us to focus on quality, design, and craftsmanship.

By ordering a pre-order item, you are supporting an independent brand and helping make future releases possible.

Items marked as "Ready to Ship" are already produced, stocked, and ready to leave the warehouse. These orders are typically shipped within 1–3 business days after your order is placed.

This means you can skip the pre-order production period and receive your piece much sooner.

Please note: Once these items sell out, they will not be restocked. These pieces are limited extras from the original production run and are only available while supplies last.

If your order contains both a "Pre-Order" item and a "Ready-to-Ship" item, the entire order will be shipped together once the "Pre-Order" item is ready.

If you would like to receive your "Ready-to-Ship" item sooner, we recommend placing separate orders for the "Pre-Order" and "Ready-to-Ship" items.

CLOUDEELLE started as a personal art project, with every piece being created entirely by hand. Over time, the brand has grown, allowing us to expand production while still keeping the personal touch and attention to detail that makes each piece unique.

Here is where each product is made:

Hoodies, crewnecks, zip-ups, tees & LS tees

The base garments are produced in Portugal, and all artwork is printed by the brand's founder personally.

Jackets & other outerwear

Produced overseas in China by skilled manufacturers that we work closely with to ensure quality and consistency.

All designs are created exclusively by the brand's founder, based in Lithuania.

No.

CLOUDEELLE is an independent streetwear brand inspired by various cinematic worlds, stories, and characters. All pieces are designed independently and are created as a tribute to the fictional universes and creative works that have inspired us.

CLOUDEELLE is not affiliated with, endorsed by, or officially connected to any original creators, studios, or rights holders.

Our goal is to celebrate the stories and worlds we love through original designs and creative interpretations. Who knows, maybe one day an official collaboration will become possible.

SHIPPING

We currently ship to:

European Union

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, and Sweden.

Other European Countries

Åland Islands, Monaco, Switzerland, Norway, Iceland, Bosnia &
Herzegovina, Kosovo, Montenegro, Serbia, Türkiye, Albania,
Liechtenstein, Moldova, and North Macedonia.

Other Locations

United Kingdom, United States, Canada, Australia, New Zealand, and Japan.

These shipping times apply only to orders that have been fulfilled and handed over to the shipping carrier. They do not include production times, which are listed separately under "Pre-Order Production Status".

Estimated shipping times based on location:

EU Countries: 4–8 working days

Other European Countries: 5–10 working days

United Kingdom: 8–10 working days

United States: 10–14 working days

Australia, New Zealand, Japan & Canada: 3 weeks and up

Please note: Delivery times are estimates only and are not guaranteed. Actual delivery times may vary due to customs inspections, carrier delays, weather conditions, or peak periods such as holidays.

For orders shipped outside the European Union, customs duties, VAT, taxes, and other import fees may apply.

These charges are determined by your country's customs authority and are not included in the product price or shipping costs paid at checkout unless otherwise stated.

Who Pays These Fees?

All customs duties, taxes, VAT, brokerage fees, and import charges are the sole responsibility of the customer.

We do not collect, calculate, or control these fees.

How Much Will These Fees Cost?

Import charges vary by country and order value.

To avoid unexpected costs, we recommend contacting your local customs
office before placing an order to obtain an estimate of any fees that
may apply.

NEW UNITED STATES TARIFFS:

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.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

You can use this tracking number in the "Order Tracking" section of our website to monitor your shipment and view the latest delivery updates.

We are based in Lithuania, and all orders are shipped directly from Lithuania.

If you need to change your shipping address, contact support@cloudeelle.com as soon as possible.

If your order is still in production, we'll be happy to update it for you. Once the order has been shipped, we can no longer make changes to the delivery address. In that situation, you'll need to contact the shipping carrier directly to see what options may be available.

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

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

An incorrect or incomplete shipping address.
An inaccessible delivery address.
Failed delivery attempts.
Failure to collect the package from a post office or collection point within the required timeframe.
Unpaid customs duties, taxes, or import fees.

If a package is returned, responsibility for the issue remains with the customer.

You will be required to cover the cost of reshipping the order,
including any fees incurred from the package being returned to us.

If you choose not to pay the reshipping costs, the order will not be
resent. In that case, only the cost of the item(s) will be refunded. Original shipping charges, return shipping fees, customs duties, taxes, and import fees are non-refundable.

Please ensure that all shipping information provided at checkout is
accurate and complete. We cannot be held responsible for delivery issues resulting from incorrect information, failed delivery attempts, or uncollected packages.

Please contact support@cloudeelle.com with your order number.

We will assist you in finding the best possible solution, whether that involves a replacement or a refund.

If your tracking information shows that the package has been delivered but you cannot locate it:

Check with family members, neighbors, or building managers to see if it was accepted on your behalf.
Look around your property, including secure locations such as behind planters, furniture, or near your mailbox.
Contact your local postal service or shipping carrier using your tracking number for further assistance.

Once a package has been marked as delivered by the shipping carrier, delivery is considered complete. We cannot guarantee refunds or replacements for packages that are marked as delivered.

YOU MESSED UP MY ORDER

If you receive an item that is damaged, defective, or
incorrect, please follow these steps:

1. Inspect Your Order

Check your items carefully as soon as they arrive.

2. Contact Us Within 7 Days

Email support@cloudeelle.com and include:

Your order number (CD1234)
Clear photographs of the defect, damage, or incorrect item

If the issue is confirmed to be our responsibility:

A replacement of the same item will be issued (subject to availability).
If a replacement is not possible, a refund will be processed to your original payment method within 7 business days* of approval.

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

Important Notes

Normal wear and tear, accidental damage, improper washing, misuse, or failure to follow care instructions are not considered manufacturing defects and will not be covered.
Size chart measurements may vary by 1–3 cm. Small variations are not considered defects.
Claims submitted more than 7 days after delivery may not be eligible for a refund or replacement.

I MADE A MISTAKE WHEN ORDERING

Made-to-Order Items (Non-Returnable & Non-Exchangeable)

The following items are made to order:

Oversized Hoodies
Oversized Zip-Up Hoodies
Oversized Crewnecks
Oversized Tees
Boxy LS Tees

Made-to-order items mean they are crafted specifically for you according to your selected design, print placement, base garment model, size and color.

Because each item is made individually and produced specifically for you, these items are not eligible for returns or exchanges for any reason, including:

Change of mind
Incorrect sizing
Ordering the wrong color, design, or garment

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

Returns & Exchanges for Other Eligible Items

Returns and exchanges for other eligible items (that are not listed above) are available to customers located within the European Union only.

A return/exchange request can be made only within 14 days after your order has been delivered.

To request a return (exercise your right of withdrawal), you must:

Use the "Submit a Withdrawal Request" form located here: "Withdrawal Form"

Or email support@cloudeelle.com within 14 days after receiving your order and include:

Your full name.
Your order number (CD1234)
The items you want to return.

Return Shipping Costs

Customers are responsible for all return shipping costs.
Original shipping charges paid during checkout are non-refundable.

If a return is approved, only the price of the returned item will be refunded.

Exchanges for eligible items (that are not listed above) are available to customers located within the European Union only.

We do not process direct exchanges, as stock is limited and the item you would like may no longer be available by the time your return is received and processed.

If you would like a different size or product, you must:

Return the original eligible item in accordance with the returns policy.
Place a new order for the item you would like instead.

Once the returned item has been received, inspected,
and approved, a refund for the original item will be issued.

To be eligible for a refund, the item must:

Be unworn and unused, except for trying it on to determine fit.
Be free from stains, odors, pet hair, damage, washing, alterations, or excessive wear.
Have all original tags attached and intact.
Include all original packaging, or be returned in packaging that provides an equivalent level of protection during transit.
Be returned in the same condition in which it was received.

Items that do not meet these conditions may be rejected and returned to the customer at the customer's expense.

Refund Processing

If the return meets all requirements outlined in this policy, the refund will be processed within 7 business days of receiving and approving the return.

Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take additional time for the funds to appear in your account.