Refund policy

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.

Refund Conditions

To be eligible for a return 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.

Exchanges

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 this 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.

Return Shipping Responsibility

We strongly recommend using a tracked and insured shipping service when returning any item.

The customer remains responsible for the returned package until it has been successfully delivered to us.

We are not responsible for returns that are lost, stolen, delayed, misdelivered, or damaged during return transit. If a return shipment is lost, the customer must resolve the issue directly with the shipping carrier.

Damaged, Defective, or Incorrect Items

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
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.

Lost or Stolen Packages

If Your Order Was Lost in Transit

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 Order Was Marked as "Delivered" but Cannot Be Found

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.

Return-to-Sender & Undeliverable Packages

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.

Customs, Duties & Import Taxes

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.