Exchange & Refund


ONLINE RETURNS POLICY

FOOTWEAR, CLOTHES AND ACCESSORIES

We hope your love your Klouds Australia purchase, however if you wish to return an item bought online, we are happy to provide an online credit note, refund or exchange.

To be eligible for online returns all items must be returned within 30 days of receiving your purchase in as-new condition, unworn, unused with all tags still attached and in original packaging. Items returned in damaged shoe boxes will incur a $15 repackaging fee.

Klouds Australia offer Australia Post online return labels for a flat rate of $11.65. Please read below to find out how to complete your return. 

 

SOCKETTES, SHOE CARE AND INNERSOLES

For hygiene reasons we are unable to refund or exchange sockettes or innersoles due to change of mind or incorrect fit. Please choose your shoe care purchase carefully as we are unable to provide exchanges or refunds for these items also.

 

AFTERPAY

We do not offer refunds for purchases made with Afterpay. If you wish to return a purchase made with Afterpay we will happily provide a credit note or exchange if the items comply with the conditions above. You can read more on our Afterpay returns policy here



RETURN AN ONLINE PURCHASE VIA POST

If you wish to return an eligible item, please complete the following steps:

  1. Ensure your purchase is eligible for a return

Returns must be made within 30 days of receiving the order and items must be in original condition, unworn with all tags attached.

You a welcome to repackage your return in the Klouds Australia post satchel that is was delivered in. Please take care when packing your returns as a $15 repackaging fee will be charged for items returned in damaged boxes.

  1. Fill out a Return Form

A returns form is provided on the back of your invoice which can be found in the box with your purchase. If you cannot locate your invoice, please download a copy of the returns form here

Please include the name of the shoe you’re returning, your reason for return and whether you would like an online credit, exchange or refund.

If you would like an exchange, we strongly recommend that you purchase the shoes that you desire now to avoid missing out. Sizes can sell out unexpectedly and we are unable to hold stock for customers while their return is on the way back to our Customer Care team.

If you have any questions about exchanges, please contact our Customer Care team by emailing sales@klouds.com or calling 1300 762 288.

  1. Download your return postage label from Australia Post.

We provide an Australia Post return postage label for a flat rate of $11.65. If you would like to take advantage of this offer, simply click the link below and enter your details. 

https://returns.auspost.com.au/paul-carroll-shoes  (Klouds Australia is an affiliate of Paul Carroll Shoes)

Please note your Return Authorisation Number is the same as you Order Number which can be found on your order confirmation. 

If you are not using an Australia Post return label or are returning a purchase made outside of Australia please send your parcel to:

Attn: Klouds Australia

22 Teddington Road

Burswood, WA

6100

 

  1. Send your return back to us

Once your return label has been generated, please print it out, stick it onto the front of the post satchel and drop it at your local Post Office.

Please do not stick labels directly on the box as this will incur a repackaging fee of $15.

  1. Your return will be processed

Once your items have been received, they will be checked by our Customer Care team and your return request will be processed accordingly.

If you have any issues with this process our friendly Customer Care team is happy to help! Please call 1300 762 288 between 8am – 4pm WST Monday-Friday or email us at sales@klouds.com