Refund policy

Cloura® Return & Refund Policy

We want you to feel confident in your Cloura® pieces.
Please review this policy before placing your order.

RETURNS AND EXCHANGES

We only accept returns for incorrect sizing or defective items.
This is to maintain hygiene and quality standards 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
  • Items must be free from makeup stains, deodorant marks, and scent
  • Original packaging must be included
  • Removable bra padding must be returned together with CloudSoft Rayon pyjamas

All return requests must be approved before sending items back.
Items sent without approval will not be processed.

Final sale, clearance, and limited drop items are not eligible for return or exchange unless defective.

BRA PAD FIT ADJUSTMENT

We understand that fit can vary slightly from body to body.
If the bra pad placement feels too low, we can assist with an adjustment to position it higher.

How to request an adjustment

  • Contact us at help@shopcloura.com with your order details and adjustment request
  • Our team will review and confirm eligibility
  • Once approved, the item must be shipped back to us
  • Shipping costs for return are borne by the customer
  • After adjustment, we will ship the item back to you

SIZE EXCHANGE

Size exchange is allowed once per item.
All exchanges are subject to stock availability, and sizes cannot be reserved.

If the requested size is unavailable, store credit will be issued valid for 60 days.
No cash refunds are provided for size exchanges.

  • Customers are responsible for return shipping costs
  • International orders must also cover any customs duties and taxes
  • Please use a tracked and reliable courier
  • Cloura® is not responsible for lost parcels

Each item in a multi-item order may be exchanged individually if eligible.
All returned items will be inspected upon arrival.

FABRIC-SPECIFIC CONDITIONS

CloudSoft Rayon

Fabric is pre-shrunk. One wash is allowed strictly for fit checking before requesting a size exchange.
Bra padding must be returned in original condition together with the garment.

Luna Silk

Items must remain unworn and unwashed.
Size exchanges are only allowed for defective items.

RETURN SHIPPING TIMELINE

  • Local returns must arrive within 8 working days after approval
  • International returns must arrive within 14 working days after approval

Late parcels may be rejected and returned to sender.

DEFECTIVE OR INCORRECT ITEMS

We sincerely apologise if you receive a defective or incorrect item.

  • Must be reported within 5 days of delivery
  • Clear supporting photos are required
  • Items must be unworn and unwashed

Approved cases will receive either a replacement or refund to the original payment method.

INSPECTION & PROCESSING

All returned items are carefully inspected to maintain quality standards.

Please allow 2–3 working days for processing after inspection.

SHIPPING, DUTIES & TAXES

  • All return shipping costs are borne by the customer
  • Return shipping fees, customs duties, and taxes are non-refundable
  • Additional charges may apply for reshipment
  • A tracked courier service is required

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 stated conditions.

For assistance, contact us at help@shopcloura.com.