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.

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!