Returns & Exchanges

RETURN WINDOW

You have 21 days to initiate a return on your order if you wish to do so. Please be aware, the 21 day window starts when your order is shipped out, not when it is delivered to you.

This also applies to pre-ordered items. The 21 day return policy begins when the pre-order item(s) released and is shipped out to you.

 

RETURN POLICY

We will accept returned items purchased only from thecloudhaven.com, within our return window. 

We offer free returns and exchanges within the US.

Items you wish to return must be in their original condition and must not have been used, altered, damaged or washed. Please be careful when trying on clothes or jewelry, as we do not accept returned items that have any stains, odors, or discoloration. This includes deodorants and perfumes. All clothing items must have their original tags still attached. If your item arrives damaged or inaccurate to our advertised product in any way, please immediately request an exchange by contacting us directly at support@thecloudhaven.com or by using our chat option.

In order to protect the health and safety of our customers, please wear undergarments while trying on clothing. Similarly, please do not try on jewelry products while wearing any type of lotion, sunscreen, or any other products that could compromise the piece. 

We make sure to monitor return patterns for over-returning by customers and we reserve the right to refuse a return when deemed necessary in such situations.

Please allow up to 2-5 business days once we receive the returned item to receive your refund back to the original account used for purchase. 

 

HOLIDAY RETURN WINDOW & POLICY

Starting November 1st and going through January 15th, we offer an extended Return & Exchange window for US-based orders to account for holiday orders. All Returns or Exchanges that are requested during this time period have an extended window of 31 days. After this holiday time period, the normal return window goes back into effect (see normal time window above). 

 

EXCHANGE POLICY

We gladly accept exchanges in the US with no additional cost to the customer. 

    

LATE RETURNS

If a customer attempts to initiate a return outside of the specified return window, we reserve the right to reject the return request. If you attempt to return an item without going through our return system, we are unable to process that return and it will either be disposed of or shipped back to the customer. Please contact us at support@thecloudhaven.com for any return or exchange questions.

  

RETURNS & EXCHANGES OUTSIDE THE UNITED STATES

Initial shipping costs are non-refundable including any duties and taxes paid by the customer. If you received an item that is defective or damaged, we would be happy to cover the costs for an exchange or refund. Please contact us right away at support@thecloudhaven.com for assistance with international returns and exchanges. 

When returning International orders:

  1. Please make sure to read our Return Policy thoroughly. We reserve the right to refuse any returned items that do not meet our specified requirements.
  2. Make sure that all returnable item(s) are in their original packaging. 
  3. Contact us at support@thecloudhaven.com to begin the return process. 
  4. Include your original customs form if possible, to prove that the country of origin is the US.
  5. Ship the return back to us using the carrier of your choice, to the following address: 13 Cliff Trail, Frisco, TX 75034
  6.  Please declare the contents as “9801 US GOODS RETURNING” on your commercial invoice. *Customer must declare this to avoid a deduction from their refund!
  7. We are not able to issue the refund until the package is returned back to us. If the package is lost in transit, it is the responsibility of the customer to file a claim with their carrier if insurance was purchased or to inquire about the whereabouts of the package. 
  8. If applicable, please inform us of the return’s tracking number so that your return can be tracked in transit back to us. 

 

RETURNING FINAL SALE ITEMS

Pieces that are marked as Final Sale are not eligible for return. If you have any questions about an item before purchasing it, you can always contact us at support@thecloudhaven.com or use the chat feature. If you purchase a Final Sale or Last Call item and it arrives damaged or incorrect, please contact us and we will be happy to assist! 

 

DISCOUNT CODES

Full-priced items that were discounted in a Sitewide/Holiday/Special Event code are still eligible for return or exchange within our specified return window (see above). 

Only one discount code can be used per individual order. Discounts cannot be stacked. 

Discounts cannot be used after the promotional period has ended, which will be clearly marked on the website. 

 

REFUNDS

Once you have shipped out the returned item, please allow for standard shipping times for us to receive the item(s). You can track your returned items using the tracking number provided. Once the returned item(s) are received by us, please allow up to 2-5 business days for your refund to be issued back to the original method of purchase. Please note that this return window is an estimate, and it could take longer to process the refund. We reserve the right to make any necessary adjustments to the return time based on the condition of the item(s) being returned.  

 

REPAIRS

 

JEWELRY DAMAGES

We currently offer repairs on our beaded jewelry only. For other jewelry items damaged and within the return/exchange window, please contact us at support@thecloudhaven.com

right away if you received a damaged or defective jewelry item in your order. You can contact us at support@thecloudhaven.com or use the chat feature on our website. 

 

CLOTHING DAMAGES

Please contact us as soon as possible if you received a damaged or defective clothing item in your order. You can contact us at support@thecloudhaven.com or use the chat feature on the website.