Shipping, returns & refunds

1. Dispatch

Orders placed before 15:00 (GMT+8) on a weekday are packed and handed to the courier the same day. Orders placed later, or at the weekend, leave on the next working day. You receive a tracking number by email as soon as the label is scanned.

2. Delivery windows

• Standard tracked — 7–12 business days, $6.90, free over $49.
• Express — 3–5 business days, $18.90.
• Remote regions and customs inspections can add a few days; tracking will show where a parcel is.

3. Duties and taxes

Prices are shown in US dollars without local tax. Import duties are calculated at checkout where the destination allows it, and are collected with the order so the courier does not ask you for money at the door. If a destination cannot be calculated in advance, the courier may collect duty on delivery.

4. The 30-day return promise

You may return most items within 30 days of delivery for a refund, provided they are unused, in their original packaging, and complete. Write to hello@cloudberry-store.com with your order number; we reply within one working day with instructions and, where your country supports it, a prepaid label.

5. What cannot be returned

• Press-on nail sets whose seal has been opened (hygiene).
• Food items, including snack boxes and freeze-dried fruit, once opened.
• Items returned damaged, worn, washed, or missing their packaging.
• Gift cards and clearance items marked final sale.

6. Damaged, wrong or missing items

Send a photo of the item and the outer parcel within 7 days of delivery. We will ship a replacement or refund in full, including shipping — you will not be asked to pay return postage for our mistake.

7. Refunds

Refunds are issued to the original payment method within 3 working days of the parcel arriving back with us. Your bank may take a further 5–10 days to show it. Shipping charges are refunded only when the whole order is returned or the fault was ours.

8. Exchanges

For a different size or colour, the fastest route is a return plus a new order, so you are not waiting on two shipments. Ask us first — if the size you need is in stock we can hold it for 48 hours.

9. Cancellations

Message us within two hours of ordering, or before you receive a tracking number, and we can usually cancel and refund in full. Once a parcel is with the courier, the return process applies.

10. Contact

hello@cloudberry-store.com · WhatsApp from the contact page · Monday to Friday, 09:00–18:00 (GMT+8).