We want you to love your Cloud purchases. If your new shoes don’t live up to your expectations, no worries! Simply ship your unworn Cloud shoes to us for a refund or exchange for a new pair. 

• • • • • RETURN POLICY • • • • •

Please read the full return policy PRIOR to requesting a return

• All merchandise returned must be in brand-new condition: unworn, in original packaging, with tags still attached.

• We allow returns & exchanges up to 365 days past the original date of the order, returns from dates previous to this timeframe will not be accepted.

• Worn footwear cannot be returned, unless it is manufacturer defective product (subject to approval). We allow claim for defective product (subject to approval) within 6 months from purchase date, with online order number provided.

• Shoe care products, replacement insoles, socks and home slippers are FINAL SALE and cannot be returned.

• Shoes labelled as “Final Sale" may be returned using our portal but you will be charged a $15 processing fee. Please double check your product name before processing. 

• Online returns can only be made for merchandise purchased on our website. Return for purchases made in-store, or from Nordstrom or Zappos, must be done through the original location where you purchased the footwear.

• FREE return is only applicable for customers within the 48 contiguous states (for Canadian returns please visit our Canadian website).

• If you are located outside the area specified above, you will be responsible for return shipping. Please contact our customer service representatives to process your return for you. 

• The returns process is a multi-stage process. Once your item arrives at our initial facility please allow approximately 4-5 week for your refund to show on your original method of payment.

• • • • • RETURNS & EXCHANGES • • • • •

Please Note: All US returns must arrive at our Canadian warehouse before being inspected, but our UPS tracking numbers only follow your package to the US/CA border. It make take some time after the tracking status is "delivered" before your refund is processed as the package is still in transit.

If you have any questions about your delivery status please do not hesitate to contact us.




Request an Exchange