Returns Policy
Returns Policy
Return policies vary by order type, please refer to the relevant sections below to determine which policy applies to your purchase.
All items must be returned as new; i.e. tagged, unwashed, unworn, and with all original packaging intact.
Footwear must be returned in its original shoe box, which should be placed inside a protective outer box if returning by post.
Due to hygiene reasons, earrings and socks cannot be returned unless deemed faulty.
Refunds
We do not offer refunds except on faulty products.
Online Returns
Items purchased online can be returned in-store or by post for a store credit equal to the original purchase price within 14 business days of receipt.
Please note: We cannot facilitate exchanges for online orders.
To begin the returns process, please use the chat button located in the bottom right corner of our website, click ‘I would like to return my order’ and follow the prompts.
Our customer service team will get back to you within 2 business days with the outcome of your return request.
If your request is accepted, we will provide you with a return form via email and access to our AusPost returns portal. All return shipping costs are at the customer's expense. Alternatively, you are welcome to drop the item back at your local store.
Once your return is received, please allow 3-5 business days for processing. Our customer service team will be in contact with you once your return has been processed.
In-Store Returns
Items purchased in-store can be returned to the original store of purchase for an exchange or store credit equal to the original purchase price within 14 business days of receipt. Proof of purchase is required.
Please note: In-store exchanges are subject to stock availability at the original store of purchase. We cannot guarantee that your desired item will be available at the location of purchase.
International Returns
Items purchased internationally can be returned via post for store credit equal to the original purchase price within 14 business days of receipt.
To request a return from outside of Australia, please contact info@abovethecloudsstore.com
Our customer service team will get back to you within 2 business days with the outcome of your return request.
Sale Items
If your sale purchase is unsuitable, we are happy to facilitate a return for store credit equal to the original purchase price within 14 business days of receipt, in line with the conditions outlined above.
Credits
Store credits will be issued via email once your return has been received and processed.
Our store credits do not expire and can be used in-store and online.
Store credits cannot be used on Launches.
Order Changes
Should you wish to modify your order, requests must be submitted within 1 hour of it being placed. We cannot facilitate changes outside of this time frame.
Requests can be submitted via email to info@abovethecloudsstore.com
Order changes may delay processing times by 1–2 business days.
Order Cancellations
After you have placed an order, a receipt is automatically mailed to you confirming the purchase intent, however, does not constitute a contract.
Should you wish to cancel your order, requests must be submitted within 1 hour of it being placed. We cannot facilitate cancellations outside of this time frame.
Requests can be submitted via email to info@abovethecloudsstore.com
Above The Clouds reserves the right to cancel an order at any time as we see fit due to insufficient stock, inability to authorise a credit card, suspicion of fraudulent activity, or any unforeseen reason or circumstance.
If one of the above events has taken place, and your nominated payment has been charged, your order will be subsequently cancelled and a full refund will be processed.
Launches
All products purchased through Launches are final sale and not eligible for return. Refunds are only available for products that are deemed faulty.
Changes to entries are possible up until the raffle is drawn. No order changes can be facilitated after the raffle is closed and drawn.
Faulty Items
If you believe your item is faulty or damaged, please contact us as soon as the fault is identified.
To request a fault assessment, please initiate the returns process via the chat button located in the bottom right corner of our website, click ‘I would like to return my order’ and follow the prompts.
Please ensure to include a detailed description and clear images of the fault identified within your request.
Our customer service team will get back to you within 2 business days with the outcome of your request.
Returned items that are deemed non-faulty on assessment will be returned to you at your own expense.
Incorrect Items
While we strive to ensure every order is accurate, if you receive an item that differs from what you ordered, please initiate the returns process via the chat button located in the bottom right corner of our website, click ‘I would like to return my order’ and follow the prompts.
Please ensure to include details and images of the item you have accidentally received within your request.
Our customer service team will get back to you within 2 business days with the outcome of your request.