Refund policy

REFUND POLICY

Last updated: October 18, 2026

1. HOW TO GET HELP — ORDER NUMBER REQUIRED

All requests are handled only by email at yourshophelp@outlook.com. Your message must include your order number (for example #1001, found in your order confirmation email). Messages without an order number will not be answered. Please do not send anything back without contacting us first — returns sent without approval cannot be processed.

2. MADE TO ORDER

Every CLOUDHOOD hoodie is made to order in small batches. By placing an order you acknowledge that you are buying a made-to-order item and accept the production and delivery timelines described in our Shipping Policy.

3. 90-DAY GUARANTEE — DAMAGED, DEFECTIVE OR NOT AS DESCRIBED

If your hoodie arrives damaged, defective, in the wrong size you ordered or clearly not as described, email us within 90 days of delivery with your order number and clear photos of the item and the packaging. After review we send a free replacement or issue a refund.

4. UNWORN RETURNS

Changed your mind or ordered the wrong size? You can return an unworn, unwashed hoodie with its original packaging within 30 days of delivery. Email us with your order number for return instructions. Return shipping is paid by the customer unless the return is due to our error. Your refund is issued to the original payment method within 5–10 business days after we receive and inspect the return.

5. ORDER CANCELLATIONS

Orders can be canceled within 24 hours of purchase. After 24 hours your order enters production, costs are incurred and it can no longer be canceled or changed — you can still use the unworn return described above once it arrives.

6. DELIVERY TIMES ARE NOT A REFUND REASON

Delivery times are estimates (see our Shipping Policy). A delivery within the stated delivery window is a normal part of our made-to-order process and is not a reason for a refund or chargeback. If something is wrong with your order, please contact us first — we solve almost every case faster than a bank dispute.

7. LOST OR STOLEN PACKAGES & SHIPPING PROTECTION

If you purchased Shipping Protection and your package is lost, stolen or damaged in transit, we reship your order free of charge. Report it within 30 days of the last tracking update. Without Shipping Protection, once tracking shows the package as delivered to the address provided at checkout we cannot be held responsible for loss or theft — but we will help you file a claim with the carrier.

8. DIFFERENCES FROM DISPLAY IMAGES

Product images are for illustration. Small differences between the images and the hoodie you receive — such as the exact shade, print placement, cloud size, labels, packaging design or the manufacturer of individual components — are not considered defects. Headphones shown in images are not included.

9. NON-REFUNDABLE ITEMS

Shipping Protection and Priority Production add-ons are non-refundable once the order has entered production, except where the hoodie arrives damaged or defective.

10. CUSTOMERS IN THE EU AND UK

If you live in the EU or the UK, you also have a statutory right to withdraw from your purchase within 14 days of delivery without giving a reason. To use it, email us your order number and a clear statement that you withdraw. Return the item within 14 days afterwards, unworn; return shipping is paid by the customer. Nothing in this policy limits your statutory rights.

11. OUR RIGHT TO CANCEL

We may cancel any order in case of pricing or description errors, suspected fraud, or if we cannot ship to the address provided. In such cases you receive a full refund immediately.

12. CONTACT

Email: yourshophelp@outlook.com
Always include your order number — messages without it will not be answered. We reply within 1–5 business days (Monday–Friday).