Shipping policy

Last updated: November 12, 2025

At Clouds.オタル, every product is made to order. We work with trusted production and shipping partners worldwide to ensure high-quality pieces delivered reliably to your door.

1. International Shipping

We ship worldwide through our network of production facilities.
Your order is produced at the location closest to your delivery address to reduce both delivery time and environmental impact.

Main delivery zones:

  • Europe (including Switzerland)

  • North America

  • Asia-Pacific

  • Other regions (delivery times may vary)

2. Processing and Delivery Times

Production time (2–7 business days)

Every item is made to order.
Production usually takes 2 to 7 business days, depending on product type and design complexity.

Estimated delivery times after production

  • Switzerland: 3–7 days

  • Europe (EU): 5–10 days

  • North America: 7–14 days

  • Asia-Pacific: 10–20 days

  • Other regions: 10–25 days

Important:
These are estimates — not guarantees.
Actual delivery time may vary due to:

  • carrier delays

  • customs processing

  • weather conditions

  • peak seasons

  • local logistical factors

3. Order Tracking

Once your order ships, you will receive:

  • a shipping confirmation email

  • your tracking number

  • a direct link to the carrier’s tracking page

You can track your package at any time through the link provided.

4. Shipping Costs

Shipping costs are calculated at checkout based on:

  • your delivery address

  • package weight and size

  • selected shipping method

All costs are displayed before payment.

5. Customs and Import Taxes

For international orders, customs fees or import duties may apply. These fees are:

  • determined by your country’s customs authorities

  • not included in product or shipping prices

  • the customer’s responsibility

We cannot predict these charges. Please check your local customs office for more information if needed.

6. Delays & Delivery Issues

Delays outside our control

We cannot be held responsible for delays caused by:

  • carrier issues (strikes, overload, accidents)

  • customs inspections

  • incorrect or incomplete delivery addresses

  • force majeure (storms, natural disasters, pandemics, etc.)

Transfer of responsibility

Once the package is handed over to the carrier, risk of loss and damage passes to you.

If your package is lost or damaged during transit, please contact the carrier using your tracking number.

7. Undelivered or Returned Packages

A package may be returned to the sender if:

  • the address is incorrect or incomplete

  • delivery attempts fail

  • customs fees are refused

If this happens, we will contact you to arrange a solution.
Reshipping fees may apply.

8. Environmental Commitment

All products are made to order to avoid overproduction and waste.
By producing closer to your region, we reduce unnecessary transport and emissions.

Each piece is created specifically for you.

9. Questions About Your Shipment?

If you need help or have questions about your delivery:

📧 dream@cloudsofotaru.com
Response time: 24–48 hours