Refund policy

Refund & Return Policy

Effective date: 20 April 2025

We Stand Behind Every Order

At The Cloud Slipper Australia, customer satisfaction is at the core of everything we do. If something isn't right with your order, we're here to make it right — quickly and without hassle. Please read below to understand how our returns and refunds work.

All purchases made through thecloudslipperaustralia.com are covered by the Australian Consumer Law (ACL), which provides you with certain rights that we fully honour.

Consumer Guarantees (ACL)

Under Australian Consumer Law, every product we sell comes with guarantees that cannot be waived or excluded. These include the right to:

Receive goods that are of acceptable quality, fit for purpose, and match their description
A refund or replacement in the event of a major failure
Compensation for any reasonably foreseeable loss arising from a faulty product
A repair or replacement where a failure does not qualify as major

These rights exist independently of any other terms in this policy.

Returning a Purchase (Change of Mind)

We understand that sometimes a product just isn't the right fit. We gladly accept change-of-mind returns provided the following conditions are met:

The return is requested no later than 30 days from the date your order was delivered
The product is unworn, unused, and unaltered, and retains its original condition
All original packaging, tags, and accessories are included in the return
The item has not been washed, damaged, or modified in any way

Please note:

Return shipping for change-of-mind requests is at the customer's expense
We do not process direct exchanges — to receive a different product, return the original item and place a separate order
Original shipping charges are non-refundable on change-of-mind returns

Faulty, Damaged or Misdescribed Items

If you receive an item that is defective, arrives damaged, or does not match its description on our website, you are entitled to a remedy under the ACL. We ask that you contact us within 30 days of delivery so we can resolve the issue promptly.

Depending on the nature of the problem, we will offer:

A full refund to your original payment method
A replacement of the same item (subject to stock availability)
A repair, where that is the appropriate remedy

For faulty or misdescribed items, we cover all return shipping costs. We may request photos of the item and its packaging to help assess the issue before issuing return instructions.

Items That Cannot Be Returned

The following are not eligible for return unless the item is faulty or not as described:

Returns requested after the 30-day window has passed
Products that show signs of use, wear, or damage not caused in transit
Items missing their original packaging or any included accessories
Products designated as final sale or non-returnable at the point of purchase

How to Start a Return

Email support@thecloudslipperaustralia.com with your order number, item(s) to be returned, and a brief explanation
Our team will review your request and get back to you within 1–2 business days with instructions
Do not send anything back before receiving our return instructions
Once we receive and assess the returned item, we'll confirm the outcome and process accordingly

Refund Timeline

Once your returned item has been received and inspected:

Approved refunds are processed within 3–5 business days
Your bank or payment provider may take a further 5–10 business days to reflect the credit
All refunds are returned to the original payment method used at checkout

Haven't Received Your Refund?

If the expected timeframe has passed and your refund hasn't arrived:

Double-check your bank account or payment method statement
Reach out to your bank or card provider, as processing times vary
If you've done both and still haven't received it, contact us directly at support@thecloudslipperaustralia.com

Contact & Registered Addresses

The Cloud Slipper Australia 📧 support@thecloudslipperaustralia.com 📞 +61 2 9047 3816 🌐 thecloudslipperaustralia.com

Australia Office 182 Pitt St, Sydney NSW 2000, Australia

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

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