Return & Exchange Policy
Cloura™ Return & Refund Policy
We want you to feel confident in your Cloura™ pieces. Please read the policy carefully before placing your order.
RETURNS AND EXCHANGES
We only accept returns for wrong size or defective items to ensure quality and hygiene for all customers.
Malaysia and international orders must contact us within 5 days of delivery.
Items must be unworn, unwashed, unaltered, and in original condition, free from makeup stains, deodorant marks, and scent.
Original packaging must be included.
Removable bra padding must be returned together with CloudSoft Rayon pyjamas.
Please request approval before returning. Items sent without approval cannot be processed.
Final sale, clearance, or limited drop items cannot be returned or exchanged unless defective.
SIZE EXCHANGE
Size exchange is allowed once per item purchased.
Exchanges are subject to stock availability.
Sizes cannot be reserved or held.
If the requested size is unavailable, store credit will be issued, valid for 60 days from issuance. No cash refund will be provided for size exchanges.
Customers are responsible for all return shipping costs.
For international orders, customers must also bear any applicable customs duties and taxes.
Please use a reliable courier with tracking.
Cloura™ is not responsible for lost or missing parcels.
If a customer purchases multiple items, each item may be exchanged independently if eligible. Cloura™ will screen items upon arrival and may reject items that do not meet the hygiene and condition requirements.
FABRIC-SPECIFIC CONDITIONS
CloudSoft Rayon
The fabric is pre-shrunk. One wash is allowed strictly to check fit before requesting a size exchange.
Bra padding must be returned in original condition together with the garment.
Luna Silk
Items must be unworn and unwashed. Size exchanges are only allowed for defective items.
RETURN SHIPPING TIMELINE
Local return parcels must be received within 8 working days after approval.
International return parcels must be received within 14 working days after approval.
Late arrivals may be rejected and sent back.
DEFECTIVE OR INCORRECT ITEMS
We sincerely apologise if you receive a defective or incorrect item.
Malaysia and international orders must report defects within 5 days of receiving the item.
Clear supporting photos are required.
Items that have been washed or worn will not be accepted.
Approved cases will receive a replacement or a refund to the original payment method.
INSPECTION AND PROCESSING
All items are carefully inspected to ensure quality for all customers. Approval is granted if conditions are met.
Please allow 2–3 working days for processing after inspection.
SHIPPING, DUTIES, AND TAXES
All return shipping costs are borne by the customer.
Return shipping fees, customs duties, and taxes are non-refundable.
Additional shipping fees or duties may apply for reshipment.
A reliable courier with tracking must be used.
POLICY RIGHTS
Each item is eligible for one size exchange only.
All requests must be made by the original purchaser with a valid order number.
Cloura™ reserves the right to reject any request that does not meet the conditions stated above.
Please contact us at help@shopcloura.com if you need any assistance. Thank you.