Purchases can be returned either via post or be dropped off at a Paul Carroll store within 30 days of receiving your purchase in unworn, resalable condition with original packaging and proof of purchase.

Start your return


Fill out the form included with your item(s)


Repack your item(s) along with the form in the original delivery bag, or new packaging


Print a return postage label here, and attach it to your return package 


Post your return back to Klouds


Want all the details? Visit our Returns Policy for all Terms & Conditions.


returns FAQs

I lost my form how can i get a new one?

A return form is included in your order. If you need a replacement form, please print a copy here.

How do I make an exchange?

If you need to exchange your items we recommend that you purchase your desired shoes now and send your first pair back for a refund as sizes can sell out unexpectedly. * Not applicable for After Pay sales.

You can also request an exchange by filling out the form included with your item(s).

How do I repackage my item(s)?

You can re-use the packaging you received your order in, or please ensure it is packed in new packaging.  We can not accept shoe returns with labels attached to original shoe box.

 There will be a $15 repackaging fee for shoe boxes returned with postage labels attached.

I purchased with Afterpay. Can I get a refund?

We do not refund purchases made with Afterpay. If you need to exchange a purchase made with Afterpay please get in touch at
OR call our Customer Care Team Monday - Friday 
1300 762 288

You can read more on our Afterpay returns policy here.

How much does it cost to return my order?

You can purchase an AusPost return label for a flat rate of $13.10 by clicking here 

If you are not using an AusPost label or are returning a purchase from outside Australia please send your parcel to:

Klouds Returns
19 Howe Street
Osborne Park, WA 6017

How do I contact customer support?

Our Customer Care Team is available Monday - Friday
1300 762 288

Outside of hours, we recommend contacting us via email at

Can I return a sale item for a refund?

Items marked FINAL SALE cannot be returned or exchanged.

All other sale items may be returned so long as they meet the return conditions.

Is there a drop off point I can take my return?

Yes. Returns can be dropped into any Paul Carroll store in WA or VIC. If you require a refund, the store team will forward your items to our Customer Care team free of charge to process your request.

You can find your nearest Paul Carroll store here.

How long will it take for my return to be processed?

We aim to process your return as soon as possible, but can sometimes take up to 5 working days upon receipt of shoes. Please note that your payment may take a little longer to reach your account.

I live internationally, can I return my items?

To help you select your perfect pair we suggest contacting our Customer Care team prior to placing your order for fitting and size advice.

Please note we can not exchange international orders and recommend placing a new order for the desired style and sending your first order back for a return.

All items must be returned within 30 days of receiving your purchase in unworn, resalable condition with original packaging and proof of purchase.

My item is faulty. What now?

If you believe your item is faulty it must be returned to the original place of purchase for assessment. If you purchased your item online at please send photos of the item(s) and proof of purchase to