If you've made a purchase with CREME CLOUD and need to adjust or cancel your order, kindly email us at help@cremecloud.net.

Please understand that while we strive to accommodate such requests, we start processing orders immediately upon confirmation, thus changes or cancellations may not always be guaranteed.

We’re here to remind you about some important shipping information that you should keep in mind when placing orders.

It’s your responsibility to provide the correct shipping address, zip code and phone number at checkout.If this information is not correctly provided, there’s a chance that the shipment may be returned to sender.

Unfortunately, Creme Cloud does not have a returned to sender channel to resend packages that are returned due to incorrect details. 

In these cases, the package will likely be lost and not delivered back to us.

Unfortunately, we can’t issue refunds in the case of unsuccessful deliveries due to incorrect shipping information and a new order would need to be placed.

However, if you have placed an order and noticed that there is missing or incorrect information, please contact us at help@cremecloud.net as soon as possible so that we can update your info.

If your order has already left our warehouse we are unable to make any changes or cancel your order and no refunds will be issued.

1. Upon receiving your order, please inspect it carefully. If you find any defects, damages, or receive the wrong item, kindly contact us immediately via email at help@cremecloud.net. We're here to address the issue promptly and ensure your satisfaction.

2. We accept product returns exclusively at our international warehouses. 

However, we strongly advise against returning items to our warehouses due to high international shipping costs and lengthy transit times, typically taking at least 3 months for delivery. 

Please be aware that a significant portion of returned items may be lost in transit and could sustain damage, potentially rendering your return or exchange request invalid.

3. 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.

4. You can request a Refund or Replacement free of charge on faulty or wrong products.

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 you have received the correct order but it does not meet your personal preferences or expectations, personalized items, intimate or sanitary goods, If the item doesn't fit, either too small or too big.

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

• Items that were on sale, purchased using a coupon code during checkout, or bought with a gift card.

• 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 left our warehouse.

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

• In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

Kindly email 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.

• 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 shipping label. 
  
  This will assist us in understanding the issue accurately.