Shipping & Returns

Shipping
Delivery prices and times are estimates based on average sized parcels up to or around 2 kilograms, if your order contains large or heavy items (i.e. heavy shoes, coats, etc), there may be an additional charge. This is quite rare, however, if this is the case then we will notify you as soon as possible.

*Dispatch Times
Orders are dispatched Monday to Friday, excluding bank holidays.
Orders placed before 2pm are dispatched the same day, orders placed after this time will be dispatched the following working day.


The following services may take an additional 1-3 days to dispatch during busy periods:


Standard Delivery (UK)
Royal Mail (Europe & International)

*Delivery

- FREE Click & Collect from store 
- Standard UK Shipping £4.90

- Next Working Day  Mon - Fri (Order before 2pm) £8.95

-  International/Worldwide Standard Delivery £15


*FREE SHIPPING* Orders over £75

Note: There may be additional shipping charges for heavy or large items (such as coats or large boots). If this is the case we will notify you before processing your order. Please also note that we cannot always guarantee delivery due to circumstances outside our control) .

Once your order has been dispatched, we will send you a confirmation email.
Please note, we may send your order in multiple parcels in order to get your items to you as quickly as possible.

If you have any problems with your order, please contact our Customer Services Team.

Returns
How to return your order
Making a return with us is easy and free. Please follow the steps below so we can process your return as quickly as possible.


PLEASE NOTE WE DO NOT OFFER REFUNDS OR EXCHANGES ON SALE ITEMS OR PAYMENT PLANS

Please note that our Returns Policy applies, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013.

We are happy to offer a refund on unsuitable items that are returned. We regret that post and packaging charges cannot be refunded.

Any orders must be returned to us within 14 days of delivery. All return items must be returned in brand new condition and must show no signs of wear. They must have the garment tags still attached on all items and returned in its original packaging. For the purpose of hygiene, we do not accept returns on socks, tights, swimwear, hats and hair accessories. Shoes must be in their original, undamaged box as it is considered part of the item. Pack the item(s) you wish to return in their original condition and use the prepaid label which was included in your parcel.
Please ensure that the package is fully sealed, and the labels are fully secured.
Post the parcel at any Post Office (for UK orders) and obtain a Certificate of Posting
Please keep this Certificate until you have received your refund.

We will confirm by email once we have safely received your parcel and a refund has been processed.

We do not accept items that have been washed incorrectly (please check washing instructions on all garments before handling). Any items that are returned to us beyond this point will not be refunded or exchanged. We do not offer a refund or exchange on any sale items or payment plans. If a non-qualifying item is returned to us, they will be held by us until payment has been made to have them returned to you.

*Returning for a Refund
If you wish to receive a refund, we will re-credit the original purchaser's credit card, debit card or PayPal account for the amount paid, not including postage costs. Please allow up to 5 working days from delivery of the returned goods for your refund to be processed. You will receive an email confirmation once your refund has been processed.

Card refunds can take up to 10 working days to be processed by your bank. This varies between card issuers and unfortunately, we are unable to influence this. PayPal refunds are usually instant, and you will also receive a confirmation email from PayPal.


NOTE:
Please return all items to the following address:

Cloud 9 Childrenswear
12 Speke Road
Garston
Liverpool
L19 2PA
UK

You are responsible for the safe return of your item to us and any shipping costs incurred for returning items to us. We advise using a recorded delivery service (such as Royal Mail Recorded Delivery from the UK), we will not accept responsibility for any losses or delays in delivery. Shipping costs will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. Cloud 9 Childrenswear will not take responsibility for packages, where the postage is unpaid.