Returns Policy
Extended Holiday Returns
An extended returns period will apply to all purchases made in the month of December. In the event that your purchase is unsuitable, we will be accepting exchanges or returns for credit to the value of the product at purchase until January 12th 2025.
All items must be as new; i.e. tagged, unwashed, unworn, and with all original packaging intact.
Footwear must be returned in their original box, inside another solid box for postage.
Earrings and socks cannot be returned for hygiene reasons unless faulty.
Proof of purchase is required.
Online Returns
In the event that your purchase is unsuitable, we are happy to offer exchanges or returns for credit to the value of the product at purchase within 14 business days of receipt.
All items must be as new; i.e. tagged, unwashed, unworn, and with all original packaging intact.
Footwear must be returned in their original box, inside another solid box for postage.
Earrings and socks cannot be returned for hygiene reasons unless faulty.
Instore Returns
Our in store team will happily exchange your unsuitable product or issue a credit to the value of the purchase price within 14 business days of receipt.
Proof of purchase is required.
Sale Returns
In the event that your sale purchase is unsuitable, we are happy to offer exchanges or returns for credit within 14 business days of receipt.
Refunds
We do not offer refunds except on faulty products.
Domestic Returns
To begin the returns process, please use the chat button on the bottom right corner of our website and click the prompt ‘I would like to return my order’.
Sign in to your account using your email or mobile number and follow the prompts.
Our customer service team will get back to you within 2 business days with the outcome of your request.
If your request is accepted, we will provide you with a return form via email.
You can access your return label through our AusPost returns portal.
All return shipping costs are at the customers expense or you can return your item in store after contacting our customer service team
International Returns
For all international returns outside of Australia, please contact info@abovethecloudsstore.com
Exchanges
To begin the exchange process, please use the chat button on the bottom right corner of our website and click the prompt ‘I would like to return my order’.
Sign in to your account using your email or mobile number and follow the prompts.
Our customer service team will get back to you within 2 business days with the outcome of your request.
Exchanges are also accepted in-store.
Credits
Our credits will be sent to you via email once your return has been received and processed.
They have no expiry date, and can be used in store and online.
Credits are not available for use on Launches.
Changes
Should you wish to change your order, you must email info@abovethecloudsstore.com within 1 hour of your order being placed.
Please note, any changes may result in a delay in dispatch of up to 1-2 business days.
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, please submit a cancellation request within 1 hour of of your order being placed via our chat button on the bottom right of our website in the ‘Track and manage my orders’ section.
We cannot facilitate cancellation requests after this time frame.
Select the order you would like to cancel and click ‘Cancel’.
Our customer service team will review your request and action this within 1 business day.
Above The Clouds reserves the right to cancel an order at any time due to insufficient stock, inability to authorise a credit card, suspicion of fraudulent activity, or any unforeseen reason or circumstance, as we see fit.
In the event that one of the above has taken place, and your nominated credit card has been charged, your order will be subsequently cancelled and a refund will be organised.
Launches
All products purchased through Launches are final sale and not available for exchanges or credits. Refunds are only available on items deemed faulty.
Faulty Items
If you believe your item is faulty or damaged, please initiate the returns process by using the chat button on the bottom right corner of our website and clicking the prompt ‘I would like to return my order’ and continue to the faulty prompts.
Our customer service team will get back to you within 2 business days with the outcome of your request.
Returned items that are deemed not faulty on assessment will be returned to you at your own expense.
Incorrect Items
We always endeavour to ensure every order is correct, however if you receive an item different to the one you ordered, please initiate the returns process by using the chat button on the bottom right corner of our website and clicking the prompt ‘I would like to return my order’ and follow the prompts.
Have ready a photo of the barcode and a brief description of the item you have accidentally received for upload when prompted.
Our customer service team will get back to you within 2 business days with the outcome of your request.