Refund policy

Last updated: November 2025

At Clouds.オタル, every piece is made to order. If something doesn’t meet your expectations, we offer a clear and transparent return process.

1. Return period

You have 30 days after delivery to request a return.

To be eligible for a return, the item must be:

  • unworn and unwashed

  • in its original packaging

  • with original tags attached

  • in the same condition as received

  • accompanied by proof of purchase (receipt or order confirmation)

2. Return process

Follow the steps below to initiate a return:

  1. Email us at dream@cloudsofotaru.com with your order number and the reason for your return.

  2. We will confirm your request within 24 hours.

  3. After approval, ship your return to: 

    Clouds.オタル
    Route de la Gare 41
    2017 Boudry  Switzerland

3. Important information

  • Return shipping costs for non-defective items are the customer’s responsibility.

  • Original shipping fees are non-refundable.

  • Refunds are issued to the original payment method once the returned item has been received and inspected.

  • Refund processing time: 5–10 business days, depending on your bank or payment provider.

If more than 15 business days have passed since your refund approval and you haven’t received it, please contact your payment provider and then email us at dream@cloudsofotaru.com.

4. Defective or incorrect items

If your order arrives damaged, defective, or incorrect:

  1. Contact us at dream@cloudsofotaru.com within 30 days of delivery.

  2. Use the email subject line: “DEFECT – [your order number]”

  3. Include clear photos showing the issue.

If the defect is confirmed, you may choose:

  • a free replacement, or

  • a full refund

You do not need to return defective items.
You may keep, gift, or recycle the product.

5. Exchanges

We do not offer direct exchanges (size, color, design).
If you would like a different item:

  • return your current item, and

  • place a new order once the refund is processed

This ensures availability and avoids delays.

6. Non-returnable items

The following items cannot be returned:

  • personalized or custom products

  • limited editions or exclusive capsules

  • gift cards

  • items marked as final sale

These items may only be refunded in case of a proven manufacturing defect.

7. European Union 14-day right of withdrawal

If your order is shipped to the EU, you have a 14-day right of withdrawal without needing to provide a reason.

Eligibility conditions:

  • item must be unworn and unwashed

  • original packaging and tags intact

  • proof of purchase included

To exercise this right, send a clear withdrawal request to dream@cloudsofotaru.com.
Once received, we will provide the return address and instructions within 24 hours.

8. Lost or undelivered packages

If your package never arrives:

  1. Wait at least 7 business days after the estimated delivery date.

  2. Contact us at dream@cloudsofotaru.com
    Subject: “PACKAGE NOT RECEIVED – [order number]”

We will investigate with the carrier.

  • If the carrier confirms non-delivery, we offer a free re-shipment or a full refund.

  • If tracking shows “delivered”, we cannot be held responsible for loss or theft after delivery. We recommend checking with neighbors or building reception.

9. Questions

If your situation doesn’t match any case above, or if you need help, email us at:

📧 dream@cloudsofotaru.com

We answer within 24 hours.