Return & Refund Policy

At Cloudstep, your comfort and satisfaction are important to us. That's why every order is backed by our 60-Day Satisfaction Guarantee, giving you the opportunity to try your new shoes with confidence.

60-Day Satisfaction Guarantee

If you're not completely satisfied with your Cloudstep shoes, you can request a return within 60 days of receiving your order.

We understand that finding the right shoes takes more than just a few minutes. That's why you're welcome to try your shoes on indoors to check their fit and comfort.

To qualify for a standard return, shoes must remain clean, in good condition, and free from dirt, stains, damage, or signs of outdoor wear.

How to Request a Return

To start a return, please email us at supportcloudstepshoes@gmail.com with:

• Your order number

• A brief explanation of why you'd like to return your shoes

• Photos of the shoes, only if requested by our support team

Our customer support team will review your request and guide you through the next steps.

Once your return is approved, we'll provide the correct return address and instructions for sending your shoes back.

Please do not send items back without contacting us first. Returns sent without prior authorization may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs for standard returns and size exchanges.

We recommend using a trackable shipping service, as we cannot guarantee receipt of packages without tracking.

If your order arrives damaged, defective, or incorrect, please contact our support team before returning anything. We'll review the situation and arrange an appropriate solution, including covering return shipping where required by applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your shoes arrive damaged, defective, or different from what you ordered, contact us at supportcloudstepshoes@gmail.com as soon as possible.

Include your order number and a brief explanation of the issue. Our support team may request photos to better understand the situation.

We'll review your case and work with you to find an appropriate solution, such as a replacement, exchange, or refund, in accordance with applicable consumer protection laws.

Size Exchanges

Ordered the wrong size? We're happy to help!

Size exchanges are available, subject to product availability.

To request an exchange, contact us at supportcloudstepshoes@gmail.com with your order number and the size you'd like instead.

Our team will provide the necessary instructions.

Customers are responsible for the return shipping cost of the original pair. There are no additional exchange handling fees, and standard shipping for the replacement pair is free.

Shoes must meet our standard return condition requirements.

European Union 14-Day Right of Withdrawal

If your order is delivered to a country within the European Union, you may have a statutory right to withdraw from your purchase within 14 days of delivery without giving a reason.

This statutory right is separate from our voluntary 60-Day Satisfaction Guarantee.

Any applicable legal requirements concerning refunds, return shipping, product handling, and withdrawal procedures will be respected. Our voluntary return conditions do not limit your statutory consumer rights.

Refunds

Once we receive and inspect your returned shoes, we'll notify you by email whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days of approval, or sooner if required by applicable law.

Please note that your bank or credit card provider may require additional time to process and display the refund in your account.

If more than 15 business days have passed since your refund was approved, please contact us at supportcloudstepshoes@gmail.com.

Contact Us

If you have any questions about returns, exchanges, or refunds, our customer support team is happy to help.

Email: supportcloudstepshoes@gmail.com

Store: Cloudstep

We want you to shop with confidence and enjoy every step.

Nothing in this policy limits or excludes consumer rights that cannot legally be waived.