Custom Process
Frequently Asked Questions
How do I cancel or edit an order?
How do I cancel or edit an order?
- Orders canceled at the buyer’s request are subject to a 6% cancellation fee charged by PayPal, which will be deducted from the refund.
- Orders cannot be edited. If you need to change your shipping address or phone number, please contact us at info@cloudcottondolls.com as soon as possible.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website.
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Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 15-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
How long does it take to process my return?
How long does it take to process my return?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, refund amount will be determined in the following two ways;
- Returns without a valid reason (such as damage or defects) require the buyer to cover return shipping costs and a 6% handling fee.
- Full refunds are available for major defects or damage only. Minor details are not accepted and will be reviewed case by case.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
In-stock items usually ship within 3–5 business days after your order is placed. Delivery time may vary depending on your location and selected shipping method. Pre-order items will be shipped within the stated pre-order period.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options. You can contact us at market@cloudcottondolls.com for support.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.