Received Wrong Items
In the rare event that you've received the wrong item contact us via email (firstname.lastname@example.org) or instagram within 24 hours of receiving your package and we'll organize a return docket and replacement. To speed the process up we recommend that you take a clear picture of the item received.
Lost or Stolen Shipments
We recommend using Signature Required for all of your orders (international orders must be signed for on delivery). Cloud Club NZ will not be held liable or accept responsibility for any lost or stolen packages on all non signature orders where the tracking information shows that shipment has been delivered. If you suspect your order has gone missing or is taking longer than expected to arrive get in touch with us over facebook or send us an email at email@example.com
If any of the products you ordered were damaged in transit get in touch with us over facebook or email (firstname.lastname@example.org) within 24 hours of receiving your package. Be sure to include a detailed description and pictures of the damage. We highly recommend that you reject receipt of the shipment during delivery if the shipment is damaged (such as being crushed or leaking e-juice). If you have rejected a shipment please contact us immediately.
We understand that time is critical and we aim to have your order all wrapped up and out the door as soon as possible. Once we've received your payment you'll receive a payment confirmation email and your order will enter into our fulfillment queue. If there's no issues with your order and payment has been received by 12PM (GMT12+) your order will usually ship out on the same day. We are closed during the weekend and public holidays and all orders placed during this time will be processed on the following Business Day.