Returns & Resolution Policy

Our priority is to provide a fair and practical resolution when an order has a verified problem. Depending on the circumstances, an approved resolution may include a replacement, full or partial refund, store credit, or an authorized return.

Damaged, defective, or incorrect items

Contact us within 7 days of delivery. Include your order number, a description of the issue, and clear photos or video of the item and its packaging. We may request additional evidence before approving a resolution.

Packages that do not arrive

If tracking shows an unusual delay, failed delivery, or possible loss, contact us with your order number. We will review the tracking history and determine an appropriate resolution.

Change of mind and sizing

Returns for change of mind, personal preference, or sizing are generally not accepted unless specifically approved in advance. CloudSoft™ slippers run small, so customers should measure their foot and review the size guide before ordering.

Authorized returns

Returns are not automatic. Any approved return must be initiated within 30 days of delivery and follow the instructions provided by our support team. The item must be unworn, unused, and in its original condition and packaging.

The return address or method is provided only after approval. Do not send a return to the address printed on the package. Unauthorized returns may not be received or refunded.

Unless otherwise confirmed in writing, the customer may be responsible for return shipping costs. Original shipping costs, when applicable, are non-refundable.

Refunds

Approved refunds are issued to the original payment method. Processing time after approval depends on the payment provider or financial institution.

Order cancellations

Contact us immediately after placing an order if you need to request a cancellation. Once processing or fulfillment has started, cancellation cannot be guaranteed.

All requests are reviewed using the order details, available evidence, tracking information, and current supplier return requirements.