General FAQ

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

Unfortunately, there is a limit of one offer (coupon code/rewards redemption/sale item) per shopping cart. However, our rewards points never expire so feel free to hold onto them for your next purchase!

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 (888) 656-7727. Please note: we are only available to answer your call during regular business hours of Monday through Friday 9am to 5pm EST, excluding public holidays.

You can also email us at and we will get back to you ASAP!

No, we are not affiliated with any of the above companies.

Fit & Sizing

All our shoes are made from natural, high quality leather that will mould to your feet with wear. Some styles also have functional laces, so start by tightening or loosening them 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.

All Cloud shoes are made for everyday comfort with super soft cashmere leather. You will feel the comfort during 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.

All Cloud shoes come in a regular width. If a particular style fits more narrow or wide, it will be highlighted in the product's 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

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).

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!

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.

Returns and Exchanges

If you need to return or exchange, no worries! Simply fill out the return and exchange form, and follow the steps. Our return and exchange policies can be found at the same link.

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.

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

Please note that refunds will be processed approximately 4-5 weeks after the returned items arrive at our initial warehouse. If you have any additional questions feel free to contact us.

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.

To exchange your shoes, simply visit our returns and exchanges page and select the exchange option. Please note that we can only process exchanges for the same style in a different size and a selection of colors.

Shipping policy

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 applies to orders going to non-contiguous states (Alaska and Hawaii), Armed Forces or military addresses (AA, AE, AP), Canadian territories (Northwest Territories, Nunavut, and Yukon), and all international destination

Yes, we do! However, some countries (like those part of the EU) have specific requirements that prevent us from shipping directly. If you are attempting to check-out and your country is not available, give us a call and we may be able to make an exception!

For orders with shipping addresses outside of North America, a flat rate shipping fee will be applied based on your location (a reduced rate will be automatically applied for order with 2 pairs or more). See our international flat rate shipping fee here.

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 which qualifies for free shipping.

Orders placed after 9 am ET 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.

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.

We guarantee delivery within North America (48 contiguous states and Canada) by December 24th for any order placed prior to 12pm EST on December 12th. 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.

Unfortunately, we do not ship to PO boxes.