All UK mainland orders are dispatched using Royal Mail Standard Delivery as default (£3.99 / Free when you spend £40).
We also offer a free click and collect service allowing you to collect your order from our store.
The Process
Security and Liability
To avoid delays to your order, please ensure that your billing address matches the address on your card statement and that the card holder’s name is written as it appears on the card. Please ensure that your contact details are filled in accurately so that we can contact you if necessary.
For security reasons customers may also be subjected to standard fraud prevention checks.
If you have any additional questions surrounding delivery please contact us on 01642 783000.
Online
While we hope that you will love every purchase, if you are not completely satisfied with your goods we will happily offer you a full refund or exchange. You are entitled to a refund or an exchange if you contact Cloud Cuckoo within 14 days of receipt to acknowledge the return. You then need to return your item(s) within a further 14 days in a perfect, resalable condition. Please contact [email protected] with your return tracking number, so we are aware you have returned your order and avoid any delays in processing your request.
We will refund you the value you paid (minus delivery charge) via the original method of payment. Typically, this will be done within 3-5 business days of receiving the parcel. However, in sale periods please allow extra time.
Fill in your returns form indicating which items you are returning and wish to be refunded for. Place this form in the parcel you are returning to us along with the item(s).
Click here to download the form.
When will I receive my refund?
We aim to process all refunds within 3-5 working days of receiving the item. Please be aware that during seasonal peaks there may be a slight delay. All successfully returned items will be credited to the account used to originally purchase the item(s).
Return cost
The cost of returning the item to us is your responsibility. If you have misplaced or do not have your returns form, please see below;
Click here to download the form.
How to return your order
Simply fill in the returns form located here, and post your return to the following address;
Cloud Cuckoo, 31 High Street, Yarm, Stockton-on-Tees, TS15 9BW.
If your item(s) is damaged or has a manufacturing fault we may be able to offer alternatives such as a repair or exchange. In most cases, you will need to return your item(s) for assessment by our returns department. If you are a UK customer, please return your product(s) using the method above.
Goods are classified as faulty if they are received damaged, or where a genuine manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted.
Cloud Cuckoo cannot accept any responsibility for damaged items or where a fault occurs after a period of 6 months since purchase. In some cases, we may be able to resolve these matters with the manufacturer but we cannot make any guarantees and these matters will be dealt with on a case by case basis.
Once the item(s) is returned a member of our customer care team will inspect the item to determine the cause of the fault and whether you are entitled to a refund, exchange or repair. In some cases, we will have to liaise with the supplier directly.
Where possible, faulty items may be repaired by the manufacturer. Most manufacturer repairs usually take between 2-6 weeks depending on the fault, however, you will be advised of this should your item need to be repaired.
If an exchange is offered on a faulty item please be aware that we are only able to do so subject to availability. A full refund will be offered if the item cannot be repaired or replaced within a reasonable length of time.
For information on all faulty items outside of our returns policy, please contact [email protected].
If you have any questions or concerns regarding our returns policy please do not hesitate to contact us via telephone on 01642 783000 or alternatively email [email protected].
