Holiday Returns Period
During the holiday season we are happy to provide an extended return period on all orders placed in December.
If you have received or purchased something which is unsuitable, please let our customer service team know that you would like to initiate a return by email at email@example.com by the 15th of January 2024.
Our standard returns policy applies with an exchange for a different item or a store credit to the value of the item upon purchase, processed on return.
We do not offer refunds.
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.
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.
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.
We do not offer refunds except on faulty products.
How to return
To begin the returns process, please email firstname.lastname@example.org to request an exchange or credit.
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.
All return shipping costs are at the customers expense or you can to return your item in store after contacting our customer service team.
If you would like to exchange your purchase online, please contact our customer service team who can assist you with your desired product.
Exchanges are also accepted in-store.
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.
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 or change your order, you must email email@example.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.
We cannot facilitate cancellation requests after this time frame.
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.
All products purchased through Launches are final sale and not available for exchanges or credits. Refunds are only available on items deemed faulty.
If you believe your item is faulty or damaged, please contact our customer service team at firstname.lastname@example.org as soon as possible. Please include clear photos and a detailed description of the fault.
Returned items that are deemed not faulty on assessment will be returned to you at your own expense.
We always endeavour to ensure every order is correct, however if you receive an item different to the one you ordered, please contact email@example.com with a photo of the barcode and a brief description of the item you have accidentally received.