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.

Return and 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.

Refunds and 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.

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.