Bamboo Cotton 500 Thread Count Sheets Set Charcoal

Click & Collect Policy – Cloudlinen.com.au

Live in Victoria? Skip the Wait – Click & Collect is Here!

Why wait around for delivery? If you're in Victoria, you can shop online & pick up your order in-store – easy, fast, & no shipping fees. Perfect for last-minute gifts or when you just can’t wait to dive into your new purchase!

At Cloudlinen, we offer a convenient Click & Collect option for customers who prefer to pick up their orders directly from our warehouse.

How it works:

Wait for an email confirmation advising that your order is ready for collection. Usually ready in 2 hours of purchase, subject to product availability.

Orders can be picked up from our warehouse @ Thomastown. The address & collection instructions will be provided in your confirmation email.

Important Notes:

Sometimes certain products have Longer processing time, with a waiting period of up to 10 working days. If this applies, we will notify you via email.

We appreciate your understanding & look forward to serving you.

Cloud Linen Online Customer -Returns & Exchange Policy

At Cloud Linen, we are confident that you will be delighted with your purchase.

Once your parcel is delivered, we kindly ask that you check the size and color indicated on the barcode against the details on your order. These should match, but if you require an exchange or refund, please review the following information:

We gladly accept exchanges or refunds within 14 days of receiving your order, including for a change of mind.

Holiday Period Delivery & Exchange Update – Australia & New Zealand

During the busy holiday season, delivery and exchange times across Australia and New Zealand may experience slight delays due to increased demand with our courier partners.

At Cloud Linen, we are committed to sending your order as quickly as possible — fast dispatch and reliable service are what we’re known for. Our team will continue to process and ship your items promptly to minimize any impact on your delivery time.

Thank you for your patience and understanding during this period. If you need any assistance, our support team is always here to help.

Refunds & Exchanges:

• All items must be returned in their original condition, with packaging and labels intact. The product should not be opened, used, or washed.
• The buyer is responsible for return shipping costs. We recommend using registered post, as Cloud Linen is not responsible for items lost in transit if sent via non-registered mail.
• In the event you receive an item that does not match your order (e.g., incorrect size or color), please contact us, and we will investigate the issue. We will provide a prepaid return postage label via email. Please leave the parcel as received and take it to your nearest post office.
• In case of "Change of Mind" the customer returns the parcel in a resalable condition. Once we receive the parcel & investigate we will proceed with refunds. Subject to terms & condition, we will contact you, if required.

For returns, please address your items to:

sales@cloudlinen.com.au

Please allow up to 14 days for exchanges and refunds to be processed.

Important Notes:

• Postage charges for returns are non-refundable.
• A handling fee of $10 for Australia and $20 for New Zealand will apply for change of mind returns.
• Cloud Linen is happy to assist with exchanges. To ensure a smooth process, please contact us so we can guide you and log your return in our system.
• To secure the items you wish to exchange, place and pay for a new order on our website. Once we receive your returned items, we will process a refund for them.
• Please note that initial shipping charges are non-refundable. If your original purchase included free shipping, a restocking and handling fee of $10 will be applied.

Due to health and safety regulations, certain items such as pillows, quilts, mattress protectors, toppers, blankets, and under blankets cannot be exchanged.

If there is a manufacturing defect or the goods are damaged, we will refund the purchase price, excluding postage, to your original payment method.

J.Elliot Home, cannot be exchanged & refund. Once sold.

Order Cancellations: Please note that once an order and payment have been processed, it is difficult for us to make changes. If you need to change the delivery address, you may contact Australia Post for a free address update. As we pack orders quickly, we cannot make many adjustments once your order has been placed.

However, you can return your order to us after you receive it.

Faulty Goods: Every order is thoroughly inspected by our Quality Assurance Department before leaving our warehouse to ensure you receive your products in excellent condition. If you encounter a manufacturing fault or receive a damaged item, please reach out to our friendly customer service team at sales@cloudlinen.com.au—we're here to help!

Please note: Purchases made under the 'Week Special' promotion cannot be returned for a refund unless the product is found to be faulty.

Cloud Linen Wholesale Programming — Returns, Exchanges & Faults Policy 

Wholesale supply for Airbnb & short-term rental hosts, property managers, property stylists and interior designers.

Cloud Linen is an Australian-owned bed linen business for over 20 years. We supply Airbnb hosts, Short-term rentals, Boutique Hotels, Property Managers & Interior designers across Australia & New Zealand. We know our trade customers need linen that looks great in photos and lasts through wash after wash — and we stand behind every order.

This policy explains how returns, exchanges and faults work.

This Policy Applies To

Cloud Linen operates a wholesale/trade program. To place an order you'll need:

• A minimum order value of $500
• A registered ABN and valid business details

Our products are sold outright — we do not hire, lease or rent our linen. All goods are purchased for the customer's own business use.

Clearance lines: Clearance stock is already discounted, and any further trade pricing on clearance items is considered on enquiry only. Clearance items are final sale — no returns, exchanges or refunds are offered on clearance stock, except where a genuine fault exists.

Cloud Linen provides the manufacturer's assurance described below, and the exchange process set out in (Section 4)as per Australian Consumer Act., as an added level of service for our trade customers.

What our manufacturer's guarantee covers: genuine manufacturing faults — for example, faulty stitching, defective zips, or a weaving/construction fault present at the time of delivery.

What it does not cover: the ACL guarantees don't extend to damage caused by normal wear and tear, misuse, or a failure to follow the supplied care instructions. In line with this, Cloud Linen does not consider the following to be a fault or manufacturing defect:

• General wear and tear from regular use and laundering
• Damage from improper handling
• Bleaching, colour loss, or fabric shrinkage caused by washing or drying at a high temperature, or otherwise outside our recommended Care Instructions
• Discolouration caused by body oils, skincare products, or detergents unsuitable for the fabric — please inspect items carefully before the first wash, as we're unable to take responsibility for damage that occurs after washing
• Minor shrinkage of approximately 5% after the first few washes, which is normal for natural-fibre construction and reduces if care instructions are followed
• Pilling, which is a natural characteristic of some untreated, chemical-free fabrics rather than a defect
• Loose threads that can be safely trimmed with sharp scissors
• Colour that appears lighter or darker on-screen by up to two shades from the physical product — screen colour can vary by device and is not considered a fault

If you're ever unsure, send us photos and our quality team will assess it carefully and recommend a resolution.

Faulty or Incorrect Items

If something isn't right — a manufacturing fault, or the wrong item arrived — we'll make it right for you.

1. Check your order on arrival. Compare the items received (colour, title, size, quantity) against your order confirmation. The item name is usually printed on the barcode label, found on the back of the product or on the swing tag.
2. Notify us immediately of receiving your order. Email sales@cloudlinen.com.au or call (03) 8456 1228, Monday to Friday, 9am–5pm, with your order number and photos of the issue.
3. Leave the item as received, in resalable condition with tags attached, until we've confirmed next steps.
4. We'll arrange collection and talk you through the process.
5. Once the return reaches us, our team will inspect it and aim to resolve the matter within two weeks (14 days).
6. If a genuine fault is confirmed, you can choose either a replacement or a refund to your original payment method.

We do get busy during catalogue launches and the festive season, so response times may be a little longer — thank you for your patience. You're always welcome to call and speak with our team directly.

Change of Mind Exchanges- Wholesale Programming

We understand that colours, textures and specs can be hard to judge from a screen, so we do accept change-of-mind exchanges under the following conditions:

• You'll receive a credit note, valid for 30 days from the date of purchase.
• Items must be returned in resalable, original condition with all tags attached.
• We define "opened" as out of its original folded condition, with ribbon and tags removed. Please don't open packaging or place items on a bed, even briefly, to check colour — our bedding is folded to allow enough fabric to be visible for a colour check without unwrapping it.
• White goods — pillows, doonas, mattress toppers and protectors — are excluded from exchange or return for hygiene reasons.
• Stock earmarked for exchange is not guaranteed to be held until you receive written confirmation from us by email or phone.
  
• Once approved, please post the item back to us. We'll confirm once it's received.

For styling advice, product information or restocking information requests, our team is always happy to help — just get in touch.

Refunds

Where a refund is approved (for a genuine fault, or under your ACL rights):

• We'll notify you once your return has been received and inspected, and confirm whether the refund is approved.
• Approved refunds are processed automatically to your original payment method within 10 business days.
• Please allow extra time for your bank or card provider to process and post the refund on their end.
• For security reasons, we're unable to refund to a different or alternative payment method.

Contact Us

We're just a phone call away, and a real person will talk you through anything you're unsure of.

• Email: sales@cloudlinen.com.au
• Phone: (03) 8456 1228
• Hours: Monday–Friday, 9am–5pm

As a genuine Australian-owned business with over 20 years in textiles and bed linen, we want every trade customer to feel confident their order — and any issue with it — is in the right hands.

What are the exclusions?

• Offers which include Cash back, Bonus, Coupon Offers, Bulk purchase, Quantity limits or Packages.
• Pricing excluding delivery charges.
• Offers not available to the general public - including trade, special event, club or membership offers.
• Clearance, seconds, refurbished, ex-demonstration or display products.
• Products shipped from or sold in, auction or classifieds websites.
• Products supplied through unauthorised distributors (known as 'grey market' items) or delivered directly to customers from an overseas distributor.
• Pricing errors.
• Products with pricing set significantly lower than the recommended retail price or market value.

FAQs

What proof do I present when requesting a price match?

To claim your price match, simply share a copy of the competitor’s current advertisement or the website link that shows the offer details, including the stock availability, the end date and any terms and conditions. 

Please send it to our Cloudlinen Support Team at sales@cloudlinen.com.au. One of our friendly team members will personally review the offer to confirm the lower price and product availability. Once verified, we’ll get back to you as quickly as possible — because your trust and satisfaction mean everything to us.Once your price match request is verified, we will create an offer for you to purchase the product from us at the lower price.

We value your feedback. If you've recently visited or used our services, please consider sharing your honest experience on Google — it helps us serve you and others better.

Review Us!

Thank you for your time and continued support.