Free UK mainland delivery when you spend £40!

About Us

Contact Us

Shipping

Payment

Ordering

Products

Other


ABOUT US

Does Cloud Cuckoo have retail stores?

Yes, we have a store in the north-east market town of Yarm. You can find us at Cloud Cuckoo, 31 High Street, Yarm, Stockton-on-Tees, TS15 9BW.

Learn more about our shop »

Do you sell genuine brands?

Yes, Cloud Cuckoo only stock 100% genuine brands.


CONTACT US

Can I contact you over the phone?

Yes, you can contact us on 01642 783000 and we’d be happy to answer any queries you might have. But during busy periods, we do suggest that you also send an email to info@cloud-cuckoo.co.uk. We aim to respond to all email enquiries within 24 hours. However, during seasonal peaks, this may take longer.

What email address should I use to contact you?

You can email any queries you have about your order or products on the website to info@cloud-cuckoo.co.uk. We will go through all customer emails and answer your queries directly back to you.

What is your postal address?

The address if you want to write to us and where to send all website returns to is:

Cloud Cuckoo
31 High Street
Yarm
Stockton-on-Tees
TS15 9BW


SHIPPING

How long does delivery take and how much does it cost?

We work in partnership with Royal Mail, one of the largest UK and international courier companies offering an unbeatable service both in delivering your package and customer service. UK mainland delivery is £3.99. International and Highlands & Islands delivery is £9.99 and is tracked whilst requiring a signature upon delivery. Domestic orders may take up to 4 to 5 working days and longer during busy periods.

We also offer a free click and collect service allowing you to collect your order from our store.

What packaging will my order be shipped in?

All of our items are sent out wrapped in tissue paper and in boxes or branded bags which are protected with packaging.

Does Cloud Cuckoo ship to Post Office boxes or Freight Forwarding addresses?

Please note that we are unable to deliver to Post Office boxes and we do not deliver to forwarding addresses.

Why are shipping restrictions applied to some items?

Due to international trading agreements and regulations, Cloud Cuckoo is obliged to adhere to particular shipping restrictions. Occasionally designers will place restrictions on the countries we are allowed to ship their stock to. This will always be clearly stated on the product page.

Is my item insured?

Yes, all items are insured against theft and accidental damage whilst in transit from Cloud Cuckoo to the shipping address. Once your items have been delivered to the specified delivery address, they are no longer covered by insurance.

Do I need to sign for my order?

No. If you are not in when Royal Mail attempt to deliver then they will leave a card with details on how to obtain your purchase.

Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can I track my item?

International orders will be sent an email confirming their tracking code.

What if I am out when my item is delivered?

Don’t worry. If you are not in when Royal Mail try to deliver your parcel, a card will be left giving you the option to re-arrange collection, or you will be able to collect your parcel at your local Post Office the next day.


PAYMENT

What payment methods does Cloud Cuckoo accept?

Cloud Cuckoo accepts major credit and debit cards including Visa, MasterCard, Maestro and Delta through our payment service provider. All credit card details are secured with 128-bit encrypted sessions and all sensitive information is stored on a heavily encrypted database that is protected by multiple government approved firewalls. We also accept payment by PayPal.

Do you take payment over the phone?

Unfortunately we cannot place an order or take payments over the phone.

Is it safe to use my credit card online?

Here at Cloud Cuckoo, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system.

Cloud Cuckoo complies with all aspects of the Data Protection Act of 1984 and the new act of 1998 and as such are registered with the Data Protection Commissioner. We do not disclose details of our customers to any third party.

You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at Cloud Cuckoo.

How much duties and taxes will I have to pay?

It is important to note that you may have to pay custom duties and taxes on the items you purchase and that these local fees are not included in your Cloud Cuckoo invoice. Please check the Royal Mail website for more information about international charges if you are unsure.


ORDERING

Do I need to set up an account with Cloud Cuckoo to place an order?

No, you can guest checkout. However, we do recommend creating an account with Cloud Cuckoo to make future orders much quicker. This can be done by filling in a simple form at the checkout.

I’ve forgotten my password, what should I do?

If you have forgotten your password, click the ‘Forgotten Password’ link found on the login page.

You will then be asked to enter your email address, and a new password will be sent to your email address. You can change your password by using the ‘Change Password’ link found on your account dashboard.

I am unable to log into my account, what should I do?

If for some reason you are unable to log into your account, our phone number and email address can be found on the Contact Us page.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at Cloud Cuckoo, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

How do I make a purchase?

Using the online Cloud Cuckoo shop is easy; If you know what you are looking for, use the top navigation or advanced search bar, then choose to shop by category or brand.

Once you have found an item, select your option and click, ADD TO BASKET.

You can review your items in your shopping bag by clicking the shopping bag icon located in the top right of the screen.

To remove items simply click REMOVE.

Lastly click PROCEED TO CHECKOUT to complete your order.


PRODUCTS

Can I contact you if I am unsure on an item and need more information on your products?

Yes, we will be happy to help, drop us an email at info@cloud-cuckoo.co.uk.

How do I know if an item is out of stock?

All items are in stock unless ‘out of stock’ is displayed.

Is it possible to order in an item for me?

On some occasions it may be possible to order in an item of stock for you. Please email info@cloud-cuckoo.co.uk for further information. This applies to current season collections only, and does not apply to sale items.


OTHER

Does Cloud Cuckoo have seasonal sales?

Yes we have sales twice a year. To be notified of any sales and in store/online promotions sign up for our Cloud Cuckoo newsletter, or follow our Facebook page so that you don’t miss out!

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