FAQ's
Is my payment and personal information secure?
Yes. All payment details and personal data are transmitted using secure, encrypted protocols (https) to ensure your information remains protected. If you have questions regarding security, our support team is available to assist.
How do I place an order?
Ordering through our website is simple. Navigate to “Catalogue” within the menu to browse by category or collection. Select your preferred item, choose size and quantity, add it to your bag, and proceed to checkout. If you experience any issues, we are happy to help.
What payment methods are accepted?
We accept all major credit cards.
Which currencies can I use?
Prices may display in your local currency while browsing; however, all transactions are processed in U.S. Dollars at the most current exchange rate.
What if the product or size I want is unavailable?
Many Cloudcloth items are offered in limited quantities to maintain exclusivity. Some styles may restock periodically. You may join our mailing list for restock updates or contact us to check availability through our retail partners.
Can I cancel my order?
Orders may be canceled at any time prior to receiving a shipping confirmation. Because orders are often processed within 24 hours, please contact us immediately if you wish to cancel.
Are Cloudcloth products ethically sourced and manufactured?
Yes. We partner exclusively with manufacturers who uphold responsible labor practices and comply with our Supplier Code of Conduct. Our materials—including any animal-derived components—are sourced with strict ethical standards in place. We do not compromise human or animal welfare in the creation of any Cloudcloth product.
SHIPPING
Where do you ship from?
All orders are shipped from New Jersey, USA.
Do you offer international shipping?
Yes. Cloudcloth ships worldwide.
Please note: We do not recommend shipping to third-party forwarding services or consolidation warehouses, as lost or untraceable packages handled by these services are outside our responsibility.
Which carriers do you use?
Domestic shipments are handled by Fed Ex and UPS. International shipments are handled through trusted global carriers.
How is shipping cost calculated?
Shipping rates are determined by the total weight of your parcel and its destination.
When will my order ship?
A confirmation email is sent immediately after an order is placed. Orders typically process within 24–48 business hours. High-volume periods—such as promotional or holiday events—may extend processing times.
How long will delivery take?
Delivery timelines vary by location.
-Domestic orders typically arrive within 3–5 days.
-International orders typically arrive within 5–7 days.
For concerns regarding shipping progress, please reach out to us.
What if I have not received my package?
Please contact us within 14 days of the listed delivery date so we can assist with an investigation. Once a package is marked as shipped, Cloudcloth cannot assume responsibility for lost or stolen parcels or carrier-related delays. All delivery claims must be submitted directly to the carrier.
What if my product arrives damaged or defective?
If you receive an item that is damaged or defective, please contact us with photos within 30 days of delivery. We will gladly review and replace eligible items.
How do I return or exchange an item?
Please reach out to morris@axny.com for complete instructions on initiating a return or exchange.
How do I care for my Cloudcloth garments?
Each item includes care instructions designed to maintain the garment’s quality and longevity.