Shipping policy

This policy applies only after orders have been fulfilled and handed over to the shipping carrier. It does not cover production times, which are listed separately under "Pre-Order Production Status".

Please read this policy carefully before placing an order, as it outlines the terms under which your order will be shipped.

Shipping Locations & Delivery Estimates

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.

Estimated Delivery Times (After Fulfillment)

Destination	Estimated Delivery Time
EU Countries	4–8 business days
Other European Countries	5–10 business days
United Kingdom	8–10 business days
United States	10–14 business days
Australia, New Zealand, Japan & Canada	3+ weeks

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.

Production Times

Production timelines are published on the website under "Pre-Order Production Status" and may also be communicated through our social media channels (Instagram & Tiktok)

Production and shipping estimates are our best estimates but are not guaranteed.

Delays may occur due to supply chain disruptions, high order volumes, manufacturing issues, or other circumstances beyond our control.

Production time does not include the shipping transit times listed above.

Shipping Costs

Shipping costs are calculated automatically at checkout based on the destination and package weight.

The final shipping cost will be displayed before payment is completed.

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.

Tracking

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.

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.

Responsibility & Limitations

We are not responsible for delays caused by customs processing, carrier issues, weather conditions, strikes, government actions, or other circumstances beyond our control once an order has been handed over to the shipping carrier.

During periods of high demand, including holidays and major product releases, production and delivery times may be longer than usual.

By placing an order, you acknowledge and agree to the terms outlined in this Shipping Policy.