SHIPPING

At House of Clouds (HOC), we want to ensure you have a clear understanding of our shipping process and expectations. Below are the key details to keep in mind when placing an order with us:

Shipping Fulfillment Location

• All orders are shipped out from Central California.

Express Shipping Expectations

• The general delivery timeline for Express Shipping is 2nd Day Air.

• However, for destinations on the East Coast, it is common for 2nd Day Air to take 3-4 business days instead.

• In-stock items ships within 48 hours, excluding weekends and holidays.
  
• Pre-order items ships within 20 business day, however, it can be subject to manufactures actual condition.

Specific Delivery Date Requests

• If you have a specific "deliver by" date, please inform us at the time of your order.

• We will do our best to source a carrier that can meet your requirements.

• Additional shipping charges may apply for custom delivery needs.

• While we will make every effort to ensure your shipment is carried out as requested, please note that the actual delivery date is subject to the carrier’s operations, which are outside of our control.

Weekend Orders

• Orders placed on weekends may experience a 2-day delay, as most carriers do not process shipments over the weekend after a specific cutoff time (varies by carrier).

Additional Delays

• Delivery delays may also occur due to:

• National holidays.

• Natural disasters.

• Other unpredictable events beyond HOC’s control.

Our Commitment

We strive to do everything in our power to ensure your shipment is delivered on time and via the desired method. However, certain factors may impact delivery that are beyond our influence. We appreciate your understanding and patience.

For further questions or assistance, please don’t hesitate to contact our customer service team. Thank you for choosing House of Clouds!

RETURNS

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

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@findyourclouds.com. Please note that returns will need to be sent to the following address: 1728 Ocean Ave, PMB# 130 San Francisco, CA 94112

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. A $7.75 flat rate return shipping cost will be deducted from your refund. 
You can always contact us for any return question at returns@findyourclouds.com.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like final sales and all custom orders (such as special orders or personalized items). 

Eligible gift card purchases can be refunded as store credit only at this point. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
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 10 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 15 business days have passed since we’ve approved your return, please contact us at returns@findyourclouds.com.