Shipping policy

This policy applies only once orders have been fulfilled and handed over to the carrier. It does not cover production time, which is listed separately under Pre-Order Production Status

Please read carefully before purchasing, as it sets out the terms under which your order is shipped.

Shipping Locations & Delivery Estimates

I currently ship to:

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.
Non-EU European Countries: Åland Islands, Monaco, Switzerland, Norway, Iceland, Bosnia & Herzegovina, Kosovo, Montenegro, Serbia, Türkiye, Albania, Liechtenstein, Moldova, North Macedonia.
Other Locations: United Kingdom, United States, Canada, Australia, New Zealand, Japan.

Estimated Delivery Times (after fulfillment):

EU Countries: 4–8 business days
Non-EU 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

⚠️ Delivery times are estimates only. Actual times may vary due to customs inspections, carrier delays, or peak periods (e.g. holidays).

Production Times

Production timelines are published on the website under Pre-Order Production Status and updated on social media.

Production and shipping times are estimates, not guarantees.
Delays may occur due to supply chain issues, high demand, or external factors.
Production time does not include the shipping transit times listed above.

Shipping Costs

Shipping costs are calculated at checkout based on location and package weight. The final amount will be displayed before payment is completed.

Customs, Duties & Import Taxes

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.

👉 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.

Tracking

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.

Missing, Lost, or Delivered Packages

If Tracking Shows “Delivered” but You Can’t Find It:

Check with family, neighbors, or your building manager.
Look in secure areas (parcel lockers, behind planters, etc.).
Contact your local carrier with the tracking number for more details.

➡️ Once marked Delivered by the carrier, the order is considered complete. I cannot issue refunds or replacements for delivered packages that are lost, stolen, or misplaced after delivery.

If Your Package Is Lost in Transit (not marked "Delivered"):

Email support@cloudeelle.com with your order number and tracking information.
I will contact the carrier and assist you in finding the best possible solution.

Returned To Sender 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 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.

Responsibility & Limitations

I am not liable for delays caused by customs, carrier issues, weather, strikes, or other factors outside my control once the order has left my facility.
During peak demand (holidays, major drops), production and delivery times may be longer.
By placing an order, you agree to these shipping terms.