Frequently Asked Questions (FAQ)

Shipping & Delivery

How long does delivery take? All orders are shipped within Australia only. Once your order is placed, it is processed within 1–2 business days. From there:

Standard Shipping (Free): 3–7 business days
Express Shipping: 2–4 business days (cost calculated at checkout)

Delivery timeframes begin from the date of dispatch, not the date of order. Orders placed on weekends or public holidays are processed the next available business day.

Is shipping free? Yes — free standard shipping is available on all Australian orders, with no minimum spend required. Express shipping is available at an additional cost, calculated at checkout based on your location.

Do you ship internationally? At this time, The Cloud Slipper Australia ships to Australian addresses only.

How do I track my order? Once your order has been dispatched, you'll receive a confirmation email containing your tracking number and a direct link to follow your delivery. If you haven't received tracking details within 2 business days of placing your order, please check your spam folder before contacting us.

Orders & Payments

What payment methods do you accept? We accept all major payment methods available at checkout, including Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely — we never store your card details.

Can I change or cancel my order after placing it? We begin processing orders quickly, so changes or cancellations may not always be possible. Please contact us at support@thecloudslipperaustralia.com as soon as possible and we'll do our best to help before your order is dispatched.

My order hasn't arrived — what do I do? If your order hasn't arrived within the estimated timeframe, please check your tracking link first. If the parcel appears stuck or hasn't moved in several days, contact us at support@thecloudslipperaustralia.com and we'll liaise with the carrier on your behalf.

Returns & Refunds

What is your return policy? We accept change-of-mind returns within 30 days of delivery, provided the item is unused, unworn, and returned in its original packaging with all tags and accessories included. Return shipping costs for change-of-mind returns are the customer's responsibility.

Under the Australian Consumer Law (ACL), you are also entitled to a remedy if your item is faulty, damaged in transit, or significantly different from its description. In those cases, return shipping is covered by us.

How do I start a return? Email support@thecloudslipperaustralia.com with your order number, the item(s) you'd like to return, and the reason. Our team will respond within 1–2 business days with return instructions. Please do not send any items back before hearing from us.

How long do refunds take? Once your return has been received and inspected, approved refunds are processed within 3–5 business days to your original payment method. Your bank or payment provider may take a further 5–10 business days to reflect the credit.

Do you offer exchanges? We don't offer direct exchanges. If you'd like a different item or size, simply return the original (if eligible) and place a new order.

Products & Sizing

How do I find my size? Each product page includes a full size guide for both adults and kids in Australian sizing. To measure your foot, place it flat on paper, trace the outline, and measure from heel to longest toe in centimetres. If you're between sizes, we recommend sizing up.

Are the products waterproof? Our slippers are made from lightweight EVA foam, which is water-resistant and easy to clean — ideal for indoor and outdoor use.

Contact Us

We'd Love to Hear From You

Whether you have a question about your order, need help with sizing, or want to know more about our products — our team is here and happy to help.

Get in Touch

📧 Email: support@thecloudslipperaustralia.com 📞 Phone: +61 2 9047 3816 🌐 Website: thecloudslipperaustralia.com

Our support team is available Monday to Friday, 9:00am – 5:00pm AEST. We aim to respond to all enquiries within 1–2 business days.

Our Offices

🇦🇺 Australia 182 Pitt St, Sydney NSW 2000, Australia

🇬🇧 United Kingdom 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

🇺🇸 United States 30 N Gould St, Ste N, Sheridan, WY 82801, USA

Before You Write

You might find an instant answer in one of our policy pages:

📦 Shipping Policy — delivery timeframes, tracking, and express options
🔄 Refund & Return Policy — how to return an item or request a refund
🔒 Privacy Policy — how we handle your personal data
📋 Terms of Service — your rights and our obligations

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