We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.

To start a return, you can contact us at help@cremecloud.net

To ensure a smooth process, please provide the following information when submitting your request:

•  Order Number and Email Address: Kindly include the order number and the email address used during checkout. This will help us locate your purchase in our system promptly.

• Return Tracking Number: In order to track the progress of your return, please provide us with the tracking number provided by the shipping carrier.

• Photos of Damaged/Incorrect Item: We kindly request that you provide two photos - one of the damaged/incorrect item you received, and another photo of the item packaged with the return shipping label. This will assist us in understanding the issue accurately.

Please note that it's crucial not to ship the order back before receiving a confirmation from our team. This ensures that we can efficiently process your return and provide a resolution promptly.

Lastly, we kindly request that you submit your return request with all the required information within 7 days of receiving your order to be eligible for a refund.

Please note that we do not accept returns in the following cases:

• If you have received the correct order but it does not meet your personal preferences or expectations.

• Inaccurate or incomplete shipping address provided by the customer, resulting in delivery issues.

• Products with an unusual smell, as this may be subjective and can vary from person to person.

• Cancellation requests made after the order has already been shipped.

• In cases where tracking information has been deleted by logistics companies or local post offices, making it difficult for us to process returns.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchange
Unfortunately, we do not offer exchanges once an item has been delivered. We understand that sometimes products may not meet your expectations or fit as desired. To avoid any disappointment, we strongly advise you to carefully review the measurements provided before placing an order. Additionally, if you have any specific questions about a particular product, please don't hesitate to contact us.

Exceptions / non-returnable items
Certain types of items cannot be returned, like personalized items, intimate or sanitary goods. Please get in touch if you have questions or concerns about your specific item.

• Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund for faulty products.

If you do not receive the product within the guaranteed time (60 business days not including 3-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. 

Refunds Time Processing
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 7-14 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 14 business days have passed since we’ve approved your return, please contact us at help@cremecloud.net