- 01Three covered reasons: manufacturing defect, damage on arrival, wrong item. Seven days from delivery.
- 02Not covered: change of mind, wrong size, and heat damage.
- 03Report it with photographs on the day you open the box. That single habit settles almost every case.
Most stores describe their returns policy in the language of generosity and then define it narrowly in the terms page. Ours is narrow and we would rather you read it before you order than discover it after. Returns and replacements cover a manufacturing defect, damage that arrived with the parcel, or the wrong item in the box, reported within 7 days of delivery. Nothing else. This guide is the long version: what each of those three actually looks like, the three things people most often expect to be covered and are not, and what to do on the day it happens.
The three covered reasons, with examples
A defect is something that was wrong when the shoe was made. Damage on arrival is something that happened between our warehouse and your door. A wrong item is a picking error. All three are our fault rather than yours, which is the principle the policy runs on.
- Manufacturing defect
- The strap separating from the sole, a split or void in the foam that is not a scuff, a footbed moulded off-shape, a toe post that pulls through, a pair where the two shoes are visibly different sizes or shapes. If it came out of the mould wrong, it is covered.
- Damage on arrival
- A crushed or gouged sole, a tear, or a pair that arrived wet or contaminated. Photograph the outer packaging as well as the shoes, courier damage usually shows on the box, and that photograph is what makes the claim quick.
- Wrong item
- A different style, a different colourway, or a different size from the one on your order confirmation. Check the size stamped on the shoe against the confirmation email rather than against the label on the bag.
The three things people expect to be covered
These come up most, so they get stated rather than implied.
- Change of mind
- Not covered. If you have decided you do not want them, that is not a defect and we do not take them back. It is the least popular sentence on this site and it is also the reason there is no returns cost priced into the shoe.
- The wrong size
- Not covered, and there is no exchange. This is why there is a converter on every product page, a full size guide, and an invitation to message us with your measurement before you order. We would rather answer a sizing question than take an order that comes back.
- Heat damage
- Not covered. A sole that has curled from drying on a terrace, or a footbed that has deformed in a parked car, is damage from heat and it is stated on every product page above the button. It is also the one failure that is completely within your control.
How to report one
Do it the day you open the box, not the day you get round to it. Seven days from delivery is a short window and it is not generous by accident, a defect that is going to show, shows immediately.
- 1, Photograph before anything else
- The fault itself, the whole shoe, and the outer packaging if the parcel looks like it took a hit. Photographs taken before the pair has been worn outside are worth more than any description.
- 2, Message us with the order number
- The support number and email are in the footer of every page on this site, and WhatsApp is the fastest of them. Say what is wrong and attach the photographs.
- 3, Tell us which outcome you want
- A replacement pair or a refund to the source you paid from. You choose when you report it rather than after an assessment.
- 4, Reverse pickup, at our cost
- If the claim is accepted the pickup is free. Keep the pair and the packaging until it has been collected.
Why the policy is this narrow
Because a defect-only policy and a low price are the same decision. Free change-of-mind returns are not free, they are a cost spread across every unit sold, paid mostly by the people who keep their pair. We would rather not charge you for somebody else's second thoughts.
What we owe you in exchange is more effort on the decision before you buy: a size guide that tells you to measure rather than guess, a converter on every product page, a fit quiz, the heat limitation stated before the price, and a person on the other end of the phone number in the footer. If that is not enough for you to be confident, do not order, that is a legitimate outcome and it is better than a parcel neither of us wanted.
Where this guide stops
This page is a plain-language explanation, not the legal text. The returns and shipping policy pages carry the terms that actually govern your order, and if the two ever disagree, the policy pages win and we have made a mistake here that we would like to hear about.
CloudFoam™ is heat-sensitive, keep every pair out of direct sunlight and off hot surfaces, and store it in the shade. Sun or heat damage isn't covered by returns.
