Refund policy

I do my best to bring you the highest-quality clothing and accessories. If something goes wrong, I’ll always do my best to make it right. Please read this policy carefully to understand the terms regarding refunds, returns, and exchanges.

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.

Damages & Issues

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:

Inspect Your Order: Check your items carefully as soon as they arrive.
Contact Me Within 7 Days by emailing support@cloudeelle.com with:
- Your order number
- Clear photographs of the defect, damage, or incorrect item

If Your Claim is Approved:

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 10 business days of approval.

Important Notes:

Refunds may take additional time to appear in your account depending on your bank or card provider.
Damage caused by normal wear and tear or improper use is not covered.
Size chart measurements may vary by 1–3 cm; small variations are not considered defects.
Claims submitted after 7 days of delivery will not be eligible for refunds or replacements.

Lost or Stolen Packages

If Your Order Was Lost In Transit:

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.

If Your Order Was Marked as Delivered But You Cannot Find It:

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.

Return-to-Sender / Undeliverable Packages

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 and import duties are non-refundable.

(Additionally, for customers outside the EU, if a package is lost or destroyed because you refused 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.

International Orders

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.

Order Accuracy

Please ensure that all details—including size, shipping address, and billing address—are accurate at the time of purchase. Once your order is placed and the pre-order window has closed, it cannot be modified.

Cancellations & Changes

Cancellations and order changes are only accepted while the pre-order window is open. After the window closes, all orders move directly into production and cannot be changed or canceled. Please make sure to submit any adjustments on time.

Chargeback Policy

Transparency and customer support are my top priorities. All product details, policies, and contact information are clearly available on this website. If you have any issues with your order, you are required to contact me directly at support@cloudeelle.com before pursuing a chargeback so I resolve any concerns quickly and fairly.

What Is Considered Fraudulent

Initiating a chargeback for any reason other than legitimate fraud (such as a stolen or compromised card) will be treated as a fraudulent attempt.
Filing a chargeback due to reasons already covered in this store’s published policies (e.g., “change of mind,” “incorrect sizing,” missed delivery, or misunderstanding of made-to-order terms) will be considered misuse of the chargeback process.

Consequences of Improper Chargebacks

Any customer who files a chargeback outside of legitimate fraud will be permanently banned from shopping at Cloudeelle.
Information about any fraudulent attempts at a chargeback will be forwarded to the higher authorities.
I reserve the right to dispute all improper chargebacks with the payment processor, providing evidence such as order confirmations, shipping receipts, tracking numbers, and communication records.
Customers acknowledge that by making a purchase, they are entering into a legally binding agreement with Cloudeelle and agreeing to the published store policies. Initiating an unjustified chargeback is a breach of this agreement.

Important Notes

Chargebacks significantly impact the stability of a small online business. To protect Cloudeelle and its community, I take zero tolerance for fraudulent claims.
If your card is ever used without your permission, please contact your bank immediately. Legitimate cases of fraud will, of course, be respected.

Final Notes

By purchasing from Cloudeelle, you acknowledge and agree to this policy.
If you have any questions or concerns, please contact me at support@cloudeelle.com.

Thank you for your understanding and supporting Cloudeelle!