Cancellation policy
Cancellations and order modifications are only accepted while the Pre-Order window remains open or until the Ready-to-Ship item is fullfilled and shipped out.
Once the Pre-Order period has ended and production has begun, orders cannot be changed, cancelled, or refunded.
Once the Ready-to-Ship item is fullfilled and shipped out orders cannot be changed, cancelled, or refunded.
Please double-check all order details, including product selections, sizing, and shipping information, before completing your purchase.
Refunds
Refunds are only available in the following situations:
- The item arrives damaged, defective, or incorrect.
- The package is confirmed lost in transit.
- We are unable to fulfill the order or cancel production of the item.
- A return is approved under our Returns & Exchanges Policy (available to eligible European Union customers only).
If production is cancelled by us, a full refund will be issued to the original payment method used for the purchase.
For more information regarding damaged, defective, incorrect, or returned items, please refer to our Returns, Exchanges & Refunds Policy.
Payment Disputes & Chargebacks
If you experience a payment issue or believe your order was placed without authorization, please contact your payment provider and email support@cloudeelle.com as soon as possible.
Before initiating a chargeback, we encourage you to contact us directly so we can work together to resolve the issue as quickly as possible.
When responding to payment disputes, we may provide order records, policy acknowledgements, product information, production timelines, tracking information, and other relevant documentation to the payment provider as part of their review process.
Important: Filing a chargeback for a legitimate pre-order purchase solely to avoid the terms of sale may result in us providing the payment provider with all relevant documentation relating to the order, including proof of purchase, policy acknowledgements, and order fulfillment records. This will also result in a permanent ban from shopping at CLOUDEELLE.
