Refund policy
At CLOUD HEART, every garment is designed to last — in quality, in thought, and in value. We stand behind our craftsmanship. Should your experience fall short, we will make it right.
1. Return Eligibility
1-1. Standard Return Window
CLOUD HEART accepts returns within 30 days from the date of delivery for all full-price items purchased through our official website (cloudheart.com).
CLOUD HEART Official EC site
- Return Window: 7 days
- Sale Items: 7 days / Final Sale
- Condition: Unworn, tags on
1-2. Conditions for Return
Items must meet ALL of the following conditions to be eligible for a return:
- Returned within 7 days of the delivery date
- Unworn, unwashed, and free from odors, stains, or damage
- Original tags and labels intact and attached
- Original packaging included (garment bag, tissue, box)
- Proof of purchase can be provided (order confirmation or delivery receipt)
- Orders placed and shipped outside Japan
1-3. Non-Returnable Items
The following items are not eligible for return:
- Items purchased at a discount of 30% or more (Final Sale)
- Customized or monogrammed items
- Gift cards and digital products
- Items that have been worn, washed, or altered
- Items purchased through third-party retailers
2. How to Initiate a Return
2-1. Online Return Request
Please contact us via the Return & Exchange Form within 7 days of receiving your order.
- Complete the Return & Exchange Form with the required information: order number, item name / color / size, whether you are requesting a return or exchange, reason, and photos (if applicable).
- Our team will respond within 2 business days.
- For returns: you will receive a Return Merchandise Authorization (RMA) number and a return shipping label(only for defective / wrong item ) by email. Pack the item carefully in the original packaging, attach the label, and drop it off at the designated carrier within 7 days of receiving the RMA.
- For exchanges: once stock availability is confirmed, we will guide you through the next steps.
2-2. Return Shipping
Defective / Wrong item
- Shipping Cost: CLOUD HEART covers
- Label Provided: Yes — prepaid
Change of mind / Size
- Shipping Cost: Customer covers
- Label Provided: Yes — deducted from refund
3. Refunds
3-1. Refund Method
Once your return is received and inspected, CLOUD HEART will notify you by email. If approved, your refund will be processed to the original payment method within 5–10 business days.
Credit / Debit Card
- Refund To: Original card
- Processing Time: 5–10 business days
Apple Pay / Google Pay
- Refund To: Apple Pay / Google Pay account
- Processing Time: 3–5 business days
Store Credit
- Refund To: CLOUD HEART account
- Processing Time: Immediate upon approval
Gift purchase
- Refund To: Store credit / gift card
- Processing Time: Immediate upon approval
3-2. Partial Refunds
Partial refunds may be issued in the following circumstances:
- Item is returned in a condition that shows visible wear, damage, or missing accessories
- Return-reason shipping cost is deducted from the refund amount (change of mind / sizing)
- Original delivery charges are non-refundable unless the return is due to our error
4. Exchanges
CLOUD HEART is happy to process size and color exchanges for the same item, subject to availability.
To request an exchange:
- Initiate a return request as described in Section 2
- Select "Exchange" as the return type and specify the desired size or color
- Exchanges are processed once the original item has been received and inspected
- If the requested size or color is unavailable, a full refund will be issued
Note: We cannot guarantee stock availability at the time the exchange is processed.
5. Sale & Promotional Items
Full price
- Return: 7 days
- Exchange: 7 days
- Refund: Original payment
Up to 29% off
- Return: 7 days
- Exchange: 7 days
- Refund: Original payment
30% off or more
- Return: Final Sale — not eligible
- Exchange: Not eligible
- Refund: No refund
6. International / Cross-Border Returns
CLOUD HEART ships worldwide except specific areas. As a general rule, returns and exchanges from overseas are not accepted.
7. Defective, Damaged, or Incorrect Items
CLOUD HEART stands behind the quality of every garment. If you receive an item that is:
- Defective in materials or workmanship
- Damaged in transit
- Different from what you ordered
Please contact us within 7 days of delivery at support@cloudheart.com with your order number and clear photographs of the issue. We will arrange a prepaid return and provide either a replacement or a full refund at no cost to you.
This quality commitment is separate from — and in addition to — our standard 7-day return window.
8. Gift Returns
If you received a CLOUD HEART item as a gift:
- With a gift receipt: returns may be made within 7 days for store credit (gift card) equal to the purchase value
- Without a gift receipt: please contact support@cloudheart.com; we will do our best to assist on a case-by-case basis
- Store credit issued for gift returns cannot be converted to cash
9. Policy Summary
Standard return window
- CLOUD HEART Policy: 7 days from delivery
Sale items (up to 29% off)
- CLOUD HEART Policy: 7 days
Final Sale (30%+ off)
- CLOUD HEART Policy: Not eligible
Defective / wrong item
- CLOUD HEART Policy: Full refund + prepaid return (report within 7 days)
Return shipping (change of mind)
- CLOUD HEART Policy: Customer's responsibility
Return shipping (our error)
- CLOUD HEART Policy: CLOUD HEART covers
Refund processing
- CLOUD HEART Policy: 5–10 business days (domestic) / 10–15 days (international)
Exchanges
- CLOUD HEART Policy: Available, subject to stock
Gift returns
- CLOUD HEART Policy: Store credit within 7 days
11. Contact
For all return and refund inquiries, please contact our Customer Support team:
Email:support@cloudheart.com
Website:cloudheart.com
Response time: within 2 business days
CLOUD HEART reserves the right to amend this policy at any time. The policy in effect at the time of purchase will apply to your order. The latest version is always available at cloudheart.com.