We will refund products manufacturing faults in accordance with the relevant legislation, however we reserve the right to repair or replace where applicable. If you think that there is a fault with the item you have received, please let us know straight away by contacting our Customer Service Team. Please give us as many information as possible about the order and the problem with the goods.
All online purchases claimed as faulty will need to be sent back to CLOUD 9 AVENUE for an official assessment.
The product must meet our return policy below:
1. Product must be returned within 14 days
2. Product must not be worn, altered, or washed.
3. Product must have all tags attached.
4. Product returned without the original tag, or a damaged tag, may result in a delayed refund or may not qualify for a refund.
5. Final Sale Products (unless manufacturing faults) may not be returned
6. Earrings, tights, socks and beauty products – these items cannot be returned for hygiene reasons.
7. Footwear must include the original shoe box in its original condition, without postal labels. Shoe box fees are charged when footwear is returned in a damaged shoe box, or without the original shoe box.
If you comply with all above conditions, then you can return item(s)
RETURN FROM AUSTRALIA
If your package arrives at CLOUD 9 AVENUE within the 14-day time frame and meet our return policy specified above, then you can return the item(s) back to us. Customers are responsible for any return shipping and handling charges. Please enclose your invoice and product within 14 days of receipt of the goods, in the original box or satchel and sent it back to below address; please note you are responsible for safely packaging your return to ensure we receive the items in first-rate condition.
We’ll send you an email as soon as we’ve received your return in its original condition and either order your replacements or apply your refund to your CLOUD 9 AVENUE account. This is usually done within 48 hours. It is suggested that returns are sent by registered mail so you can track items.
The parcel remains buyer’s responsibility until it arrives with us, so remember to ask for proof of postage in case it goes missing. CLOUD 9 AVENUE will not be responsible for returns that never arrive.
Any qualified refund will automatically be issued to the credit card or whichever payment method you used to place the original order. This typically takes up to 10 business days from the day you return your item, dependent on your bank/card issuer or financial institution.
In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. You'll receive a confirmation email once your refund or exchange is done!
We do offer exchanges for a different size of the same item. If you would like to make an exchange, please contact our Customer Service team, who can set it up for you if the stock is available.
REFUNDS & PROCESSING TIME
This is how we process refund - if you paid via:
CHANGE OF MIND PURCHASE
If you change of mind and would like a different color or a completely different item, please contact our Customer Service team to initiate an exchange and place a new order. Please note we do not offer refund to change of mind purchases.
RECEIVE WRONG ITEMS
If you have received an item different to the one you ordered, please contact our Customer Service team and we will work with you to resolve the problem as quickly as possible.