CANCELLATION POLICY
Order Cancellations
Due to our sourcing process, all orders enter our procurement queue immediately upon confirmation. Once your order is placed, our team begins sourcing your specific pair directly from verified suppliers.
Cancellation Window:
- Orders may be cancelled within 2 hours of purchase
- After 2 hours, orders enter our sourcing system and cannot be cancelled
- To request cancellation within the 2-hour window, contact us immediately at support@cloud9kicks.com
Why We Have This Policy: Unlike traditional retailers, we don't hold large inventories. Each pair is sourced specifically for your order, ensuring you receive authentic, brand-new products at competitive prices. This model allows us to offer a wider selection without the overhead costs passed on to you.
SIZE CHANGES
48-Hour Size Exchange Window
We understand sizing concerns. You have 48 hours from order confirmation to request a size change.
How to Change Your Size:
- Email us at [email] within 48 hours
- Include your order number and new size request
- We'll update your order if it hasn't been sourced yet
Important: After 48 hours, size changes cannot be accommodated as your pair will be in transit from our supplier.
Please Ensure Accurate Sizing:
- Use our size guide on each product page
- Measure your feet using our downloadable guide
- Contact us before ordering if unsure
- Most brands fit true to size unless noted
RETURNS POLICY
Our Sourcing Model
Cloud9 Kicks operates on a made-to-order model. Each pair is sourced specifically for you upon purchase, which allows us to:
- Offer competitive pricing
- Provide extensive product selection
- Guarantee 100% authentic products
- Reduce environmental waste from excess inventory
Return Eligibility
Due to our sourcing model, we operate a limited returns policy:
✅ We WILL Accept Returns For:
- Defective or damaged items (manufacturer defects)
- Incorrect items shipped (wrong model/color/size due to our error)
- Authenticity concerns (though all our products are 100% authentic)
❌ We CANNOT Accept Returns For:
- Change of mind
- Incorrect size selected by customer
- "Doesn't match my outfit"
- General dissatisfaction with fit or style
Defective Items: If you receive a defective pair, contact us within 7 days of delivery with photos. We'll arrange a return and full refund or replacement.
Wrong Item Shipped: If we shipped the wrong product, contact us within 7 days of delivery. We'll arrange collection and send the correct item immediately at no cost to you.
EXCEPTIONAL CIRCUMSTANCES
Popular Sizes - Discretionary Returns
In certain cases, we may accept returns for popular sizes (UK 8-11 / US 9-12 Men's) at our discretion.
Conditions:
- Item must be unworn and in original condition
- Original packaging intact with all tags
- Requested within 14 days of delivery
- Subject to 20% restocking fee
- Customer covers return shipping (approximately £15)
- Refund issued as store credit only
This is NOT guaranteed - contact us before returning to confirm eligibility.
OUR COMMITMENT TO YOU
Quality Assurance:
- All products are 100% authentic
- Sourced from verified suppliers only
- Quality checked before dispatch
- Delivered in original brand packaging
Delivery Times:
- Standard delivery: 8-12 business days
- Tracking provided for all orders
- Updates sent throughout the process
Customer Support:
- Available Monday-Friday, 9am-6pm GMT
- Email: support@cloud9kicks.com
- Instagram DM: @shopcloud9kicks
IMPORTANT NOTICE
By completing your purchase, you acknowledge and accept:
- Our 48-hour size change window
- Our limited returns policy
- That products are sourced upon order
Please be certain of your selection before purchasing.
Last Updated: 20/10/2015