Refund policy
At The Hidden Cloud, every item is made specially for you after your order is placed. Because our products are custom printed and produced on demand, we are unfortunately unable to accept returns or exchanges for change of mind, sizing issues, or ordering mistakes.
For this reason, all sales are final.
We encourage customers to carefully review product descriptions, sizing charts, and color selections before placing an order to ensure the best possible fit and experience.
That said, your satisfaction is still very important to us. If your order arrives damaged, defective, or incorrect, please reach out to us within 7 days of delivery so we can make it right.
To report an issue, please contact us at:
thehiddencloudstore@outlook.com
When reaching out, please include:
-
Your order number
-
A brief description of the issue
-
Clear photos of the item and packaging (if applicable)
Our team will review the issue and work with you to find an appropriate solution.
Thank you for supporting The Hidden Cloud and for understanding that our made-to-order process helps reduce waste and allows us to create unique designs just for you.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thehiddencloud.net