Frequently asked questions
How do I find my size?
A size guide is available on all product pages to assist you with purchasing the right size online.
Need help choosing the right size?
Contact our friendly Customer Care team on 1300 762 288 (8am-4pm AWST, Monday-Friday), email us at customercare@klouds.com or send us a message using the Live Chat feature.
How do I apply a promotional code?
If you would like to use a promotional code, navigate to the first page of the checkout, enter the code in the box titled ‘Promo Code’ and click ‘Apply’.
You will see the discount reflected in your order total.
If you are having issues with a promo code or would like further assistance, contact our friendly Customer Care Team on 1300 762 288 (8am-4pm AWST, Monday-Friday), email us at customercare@klouds.com or send us a message using the Live Chat feature.
We are unable to apply discounts to orders once they have been processed.
What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- PayPal
- Afterpay
If you require any assistance when placing an order, please contact our friendly Customer Care Team on 1300 762 288 (8am-4pm AWST, Monday-Friday), email us at customercare@klouds.com or send us a message using the Live Chat feature.
Do you ship internationally?
Yes! Visit our Dispatch and Delivery page for information on pricing and delivery times.
Please note we are not able to express post international orders.
If you require any assistance when placing an international order, please contact our friendly Customer Care Team by emailing us at customercare@klouds.com or send us a message using the Live Chat feature.
The shoes I want are not available in my size — what should I do?
The stock availability on our website represents all stock currently held in our warehouse. If you the shoes are looking for are unavailable, please contact your nearest stockist for their individual stock levels.
If you have any questions regarding stock please contact our friendly Customer Care Team on 1300 762 288 (8am-4pm AWST, Monday-Friday), email us at customercare@klouds.com or send us a message using the Live Chat feature.
What is the difference between a guest customer and a Klouds Customer Club Member?
Klouds Customer Club members are the first to hear about new arrivals, sales and promotions.
There is no obligation to sign up to the Customer Club and if you would prefer to checkout as a guest you are welcome to do so. However, you will not receive notice of sales and promotions.
I am having issues logging in to my account — what should I do?
To log into your Klouds Customer Club account, click the ‘Sign In/Create Account’ button in the top right-hand corner of the website and enter your email address and password.
If you’re having difficulty remembering your password, use the ‘Forgot Password’ feature and follow the prompts.
If you’re still unable to log into your account or have any further questions, please contact our friendly Customer Care Team on 1300 762 288 (8am-4pm AWST, Monday-Friday), email us at customercare@klouds.com or send us a message using the Live Chat feature.
How long will it take to dispatch my order?
We aim for same or next business day dispatch on all orders. However, during sale or promotional periods dispatch can take up to 4 business days.
How long will it take for my shoes to arrive?
All orders are dispatched from Perth, Western Australia and are delivered by Australia Post.
Delivery times may vary depending on what state the parcel is being sent to. To view Australia Post's recommended delivery times please visit our Delivery and Dispatch page.
Estimated delivery times are calculated after dispatch, promotional periods may delay dispatch and public holidays may delay both dispatch and delivery.
How do I track my order?
After dispatch, you will receive a confirmation email with your tracking number. To track your order, head to the Australia Post website and enter your tracking number. Please note that tracking numbers can take up to 24 hours to update.
If you haven’t received your tracking number or are having difficulty tracking your order, please contact the friendly Customer Care Team on 1300 762 288 (8am-4pm AWST, Monday-Friday), email us at customercare@klouds.com or send us a message using the Live Chat feature.
How do I return goods I ordered online?
Visit our Returns page and follow the instructions for returning your purchase.
I think my shoes are faulty — what do I do?
At Klouds Australia we strive to provide our customers with the highest quality footwear and each order goes through multiple points of quality control. If you believe that your item has a fault and it is within our one-year warranty period, you can send it to our Repairs Team for assessment.
All claims will be assessed by our team and the appropriate steps will be taken to resolve the issue as quickly as possible. We are unable to provide refunds or exchanges without the shoe being assessed.
Do Klouds shoes have a warranty?
All purchases have a one-year warranty. If you believe there may be a fault within the one-year period, please contact the Customer Care Team on 1300 762 288 (8am-4pm AWST) or email us at customercare@klouds.com.
Am I able to receive a refund on all purchases, including sale items?
We’re happy to offer an exchange, store credit or refund on any full-priced footwear, as long as we have received your return by post within 30 days of receiving your order. All items must be in unused, original condition, with all packaging and accessories included.
Strictly no returns on insoles, accessories or shoe care products unless deemed faulty.
Refunds are not available on Afterpay purchases.
(ACL apply)
QUESTIONS?
If you have any questions please call Paul Carroll Customer Care on 1300 762 288 or email our team at customercare@paulcarroll.com.au