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F.A.Q.

General

I have a pair I already love, but I cannot find it on the website.

Send us an email with the style name, colour and size you are looking for and we will do our best to find a pair for you!

I signed up for the newsletter, where is my coupon?

Thank you for signing up for our newsletter! You will receive the coupon in your email inbox. However, sometimes our emails get stuck in your junk/spam folder. Please check these folders for the coupon. If you still can’t find it, contact us and we will help you out!

Do I need a PayPal account to purchase?

You do not need a PayPal account to purchase your Cloud shoes. Once you land on the PayPal page for payment, you will be able to select if you want to pay with a credit card or PayPal account. You can put in your credit card information without an account.

In which currency are the prices on the Cloud website?

Prices automatically appear in US dollars, unless your geographic location is in Canada, then it’ll automatically switches to Canadian dollars.

You can also manually switch the currency using the drop down on the main menu.

When will my style be restocked? Can I pre-order it?

Contact us with the style, colour and size you are looking for, and we will provide you with further information regarding the style and if you can pre-order it. Pre-Ordering an out-of-stock item will guarantee you receive the shoes the moment we have more stock.

How do I get in contact with Cloud Footwear?

Simply use the contact form on the website to reach us. You can also call or email us!

You can reach us at our toll-free number 1(888) 656-7727. Please note we are only available to answer your call on regular business hours, Monday through Friday 9 am to 5 pm Eastern time, excluding public holidays.

You can also email us at hello@cloudfootwear-na.com

Fit & Sizing

My shoes are too tight or too loose, what should I do?

All our shoes are made from natural, high quality leather so they mould to your feet with wear. Some styles also have functional laces so try to start by tightening or loosening to see if that helps. If your shoes are snug, they will ease with wear.  However, if they are painfully tight, they are not the right fit for you. If these adjustments don’t work, no worries! Fill out a return and exchange form and a prepaid return label will be sent to your email.

What should I expect with my new shoes?

All Cloud shoes are made for everyday comfort with super soft cashmere leather. You will feel the comfort on your first wear. If your pair needs some breaking in, wear super thick socks with the shoes for a few hours at home everyday. This will help them to stretch and soften.

What's the width of Cloud shoes?

All Cloud shoes comes in a regular width. If a particular style fits narrow or wide, it will be highlighted on the product description. If you have narrow or wide feet, try a style with functional laces as they can be adjusted for a great fit.

Shoe Care

How do I clean my shoes?

Very lightly dampen a soft, clean, white cloth with water and gently clean. You can also use Leather Lotion (for all leather) or Suede and Nubuck Cleaner (for suede and nubuck leather).

What do I need to keep my shoes looking brand new?

Put them on and take them off using the zipper or tie. You can also use a shoehorn to prevent crushing the heel of your shoes.

Give your Clouds the space they need by lining them up or packing them back in their box. If putting them away for the season, re-stuff them with tissue paper and keep your Clouds out of direct sunlight.

Use Leather Lotion to clean, protect, and condition. Leather lotion will restore moisture into the leather and preserve its natural quality. This helps prevent aging, cracking and drying

Read the full article on how to take care of your Clouds here!

Are my winter Clouds waterproof?

Cloud winter boots are made from water-resistant leather and constructions. However, if you plan to wear them around a lot of rain and/or snow, we would recommend you waterproof them using our Water & Stain Protector.

Return & Exchange

What is Cloud's return and exchange policy?

If you need to return or exchange, no worries! Simply fill out the return and exchange form, and follow the steps.

I purchased my Cloud shoes in store, can I return it online?

Online returns and exchanges can only be made for merchandise purchased on our website. If you purchased the shoes in-store, kindly contact the store where you originally purchased the pair. We’re sure they’ll be more than happy to help you out.

I wore my shoes, can I return them?

All merchandise returned and exchanged must be in brand-new condition: unworn, in original packaging, with the tags on.

I sent back my shoes for a refund, but i have not been refunded yet.

Please note that refunds will be processed within 7-20 business days after the returned items arrive at our warehouse.

I've received confirmation of my refund, why is the refund not showing up on my credit card statement?

Once you have received a refund confirmation from us, a reversal transaction is being processed. It may take a few business days for your bank to reflect the refund on your statement.

I sent my shoes back for an exchange, but I haven't heard anything about my new item.

All exchanges will be processed within 7-20 business days after the returned items arrive at our warehouse. You can contact us here to check the status of your exchange.

How can I expedite my exchange?

Purchase the new pair that you want as a new order on our website. This new order will then be treated as a regular order, will be processed and shipped out immediately. This way, you’ll receive the replacement pair faster, without having to wait for the returned pair to be received. You can then request the other pair to be returned for refund.

Can I exchange my shoes for another style that's a different price?

Definitely! The difference  in price will be refunded to your original method of payment. If the price is higher, we’ll give you a quick call to charge you the difference.

Shipping

Do I get free shipping for my order?

Cloud offers FREE SHIPPING on all orders within North America. This includes the 48 contiguous states and Canada, excluding the territories.

A flat rate shipping fee of $15.00 per pair applies to orders going to non-contiguous states (Alaska and Hawaii), Armed Forces or military addresses (AA, AE, AP), as well as the territories in Canada (Northwest Territories, Nunavut, and Yukon). 

Does Cloud ship outside North America

Yes, we do! For orders with shipping addresses outside of North America, a flat rate shipping fee of $40.00 per pair will be applied (a reduced rate will be automatically applied for order with 2 pairs or more).

It says free shipping, why am I being charged for shipping?

Our system bases shipping costs on your geographic location, but once you put in your shipping/billing information, the shipping cost will be removed if the merchandise is delivering to a state/province which qualifies for free shipping.

How long will it take to get my shoes?

Orders placed after 12pm Eastern Time will begin processing the following business day. Orders typically take 3-9 business days to arrive at your door (within North America). Our warehouse ships Monday to Friday during regular business hours.

How can I expedite my order?

UPS Expedited is available upon request. please contact us at our toll-free number (888) 656-7727 for more information on expediting your shoes. With UPS Expedited, your order is guaranteed to arrive in two business days within the 48 contiguous states and Canada.

How can I ensure my order arrives by Christmas?

We guarantee delivery within North America (48 contiguous states and Canada) by December 24 for any order placed prior to 12 pm Eastern Time on December 12. If expedited/express shipping is required, please contact us at our toll-free number (888) 656-7727. With UPS Expedited, your order is guaranteed to arrive in two business days within the 48 contiguous states and Canada.

Do you ship to PO boxes?

We do not ship to PO boxes.