Last updated: August 24, 2026
Welcome to our Frequently Asked Questions page. Below you can find information about ordering, payment, shipping, tracking, returns, refunds and customer support.
If you cannot find the answer you need, please contact us at cs@cloud.as.
1. Where do you deliver?
We currently deliver to eligible destinations throughout Europe.
Delivery availability may depend on the destination country or region, local carrier coverage, customs restrictions, product availability, package size and other logistical conditions.
Available delivery options will be shown during checkout.
2. How long does delivery take?
Estimated standard shipping time is generally:
5–7 business days after dispatch.
Please note that this estimate does not include order processing time.
Delivery may occasionally take longer because of customs inspections, carrier delays, public holidays, severe weather, transportation interruptions or other circumstances outside our reasonable control.
3. How long does order processing take?
Orders are generally processed within:
1–2 business days
after they have been successfully placed and confirmed.
Orders submitted on weekends or public holidays will normally begin processing on the next business day.
4. How can I track my order?
Once your order has been dispatched, tracking information may be sent to the email address used when placing your order.
Where available, the shipping confirmation may include:
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Carrier name;
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Tracking number;
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Tracking link; and
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Dispatch information.
Tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.
If you are unable to track your order, please contact cs@cloud.as and provide your order number.
5. What payment methods do you accept?
Depending on your location and order, available payment methods may include:
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PayPal
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Cash on Delivery (COD)
The payment methods currently available for your order will be displayed during checkout.
Payment availability may vary depending on destination, currency, order value and payment provider availability.
6. Do you accept PayPal?
Yes, PayPal may be available where it is displayed during checkout.
PayPal transactions are processed through PayPal's payment systems and are subject to PayPal's own terms, privacy policy and security procedures.
We will never ask you to provide your PayPal password by email or telephone.
7. Do you offer Cash on Delivery?
Cash on Delivery (COD) may be available for eligible orders and destinations where this option is displayed during checkout.
If COD is selected, payment is made to the courier or delivery provider when the parcel is delivered.
Availability may depend on:
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Destination country or region;
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Carrier;
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Product;
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Order value; and
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Delivery method.
If COD is not shown during checkout, it is not available for that particular order.
8. When will I receive my order confirmation?
After successfully submitting your order, you will normally receive an order confirmation at the email address entered during checkout.
Please check the confirmation carefully to make sure your:
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Products;
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Quantity;
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Delivery address;
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Contact information; and
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Payment method
are correct.
If you do not see the email, please also check your spam or junk folder.
9. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
Email: cs@cloud.as
We will try to assist you. However, once an order has entered processing or has already been dispatched, changes or cancellation may no longer be possible.
Any statutory cancellation or withdrawal rights available to you remain unaffected.
10. What should I do if I entered the wrong delivery address?
Please contact us immediately at cs@cloud.as if you notice an incorrect delivery address.
If the order has not yet been dispatched, we may be able to update it.
Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.
Additional shipping or redelivery costs resulting from an incorrect address supplied by the customer may be the customer's responsibility where permitted by law.
11. What happens if my parcel is delayed?
Delivery delays may occasionally occur because of:
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Carrier congestion;
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Customs processing;
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Public holidays;
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Severe weather;
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Transportation interruptions;
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Incorrect delivery information; or
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Other circumstances outside our reasonable control.
If your estimated delivery period has passed and your tracking information has not been updated for an extended period, please contact:
Please provide your order number so that we can review the shipment.
12. What should I do if my parcel appears to be lost?
If you believe your parcel may be lost, please first:
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Check the latest tracking information;
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Confirm your delivery address;
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Check with household members;
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Check your building reception or mailroom;
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Check any designated safe delivery location; and
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Contact the local carrier where appropriate.
If the parcel still cannot be located, contact us at cs@cloud.as with your order number.
If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer law.
Depending on the circumstances, this may include a replacement or refund.
13. What should I do if my order arrives damaged?
Please inspect your parcel and product as soon as possible after delivery.
If the parcel or product arrives damaged, contact cs@cloud.as promptly and provide where relevant:
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Your order number;
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A description of the damage;
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Photos of the product;
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Photos of the outer packaging;
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A photo of the shipping label; and
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A video showing the issue where appropriate.
Please keep the original packaging until we have reviewed the issue.
14. What should I do if I receive the wrong product?
If you receive a product different from the one you ordered, please contact us promptly at:
Please include your order number and clear photographs showing the product received and the shipping label.
After reviewing the issue, we may arrange an appropriate replacement, return or refund.
15. What should I do if part of my order is missing?
If your parcel arrives with a product, accessory or component missing, please contact cs@cloud.as.
Please provide:
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Your order number;
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Photos of all products received;
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Photos of the outer packaging; and
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A photo of the shipping label.
We will review the information and provide an appropriate solution.
16. What is your return period?
We offer a 30-day return policy for eligible products.
This means that eligible customers may request a return within 30 days after receiving the product, subject to the conditions in our Return and Refund Policy.
Products should generally be returned:
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In the condition in which they were received;
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Unused or unworn;
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With original accessories and components; and
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In their original packaging where reasonably possible.
Proof of purchase may also be required.
17. How do I request a return?
Before sending any product back, please contact:
Please provide:
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Your name;
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Order number;
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Email address used for the order;
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Product you wish to return;
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Reason for the return; and
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Photos or videos where relevant.
Please do not send a product back until you have received the applicable return instructions.
18. Do EU/EEA customers have a 14-day right of withdrawal?
Consumers in the European Union and European Economic Area may have a statutory 14-day right of withdrawal for eligible distance purchases.
Where this right applies, you may withdraw from the eligible purchase within the applicable statutory period without giving a reason.
This statutory right is separate from our voluntary 30-day return policy.
Certain products may be legally excluded from the right of withdrawal.
Please review our Return and Refund Policy for full details.
19. Who pays the return shipping costs?
For voluntary change-of-mind returns, customers are generally responsible for the direct cost of returning the goods.
Where an EU/EEA consumer exercises an applicable 14-day statutory right of withdrawal, the customer is responsible for the direct return shipping costs where this responsibility was properly disclosed before purchase.
However, reasonable return shipping costs will normally be handled by us where the return is caused by:
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A defective or non-conforming product;
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A product damaged before or during delivery;
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An incorrect product;
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Missing components or accessories; or
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Another confirmed error attributable to us.
Please contact us before returning the product.
20. Can I exchange a product?
Where an exchange is appropriate, please contact us at cs@cloud.as.
Depending on the circumstances and product availability, the simplest procedure may be to return the eligible product and place a new order.
Damaged, defective or incorrectly supplied products will be handled according to our Return and Refund Policy and applicable consumer law.
21. When will I receive my refund?
Once an eligible return has been received and inspected, we will notify you whether the refund has been approved.
For approved voluntary returns, refunds are normally issued to the original payment method within 10 business days after approval.
Your bank, PayPal or other payment provider may require additional processing time before the refund appears in your account.
For a valid EU/EEA statutory withdrawal, refunds are handled according to the deadlines and requirements described in our Return and Refund Policy.
22. How are Cash on Delivery refunds handled?
Because Cash on Delivery payments are collected physically by the courier, the original payment method may not support an automatic electronic refund.
Where a COD refund is approved, we may contact you to arrange an appropriate refund method.
For security reasons, never send passwords or complete payment-account login credentials by email.
23. Can I return a product without contacting you first?
Please contact us before sending any return.
Products returned without following the applicable return procedure may cause delays and may not be accepted where permitted by law.
Contact:
and wait for the relevant return instructions before sending the parcel.
24. Can I send a return using Cash on Delivery?
Please do not send a return parcel on a Cash on Delivery or postage-due basis unless we have expressly agreed to this in advance.
Unauthorized COD returns may be refused.
We recommend using a secure and trackable return service and keeping your shipping receipt and tracking information until the return has been completed.
25. What happens if I refuse or do not collect my parcel?
If a parcel is refused or not collected, the carrier may return it to the sender.
Where permitted by law, reasonable costs caused by an unjustified refusal, incorrect address or failure to collect the parcel may be taken into account when processing a voluntary refund.
This does not limit any mandatory statutory consumer rights.
26. Are customs duties and import taxes included?
Orders delivered across national borders may be subject to:
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VAT;
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Customs duties;
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Import taxes;
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Customs clearance fees;
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Handling charges; or
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Other charges imposed by authorities in the destination country.
Where such charges are included in your order price, this will be displayed during checkout where reasonably possible.
Unless expressly stated otherwise, customers may be responsible for charges imposed independently by the destination country's authorities.
27. Why has my payment failed?
A PayPal or other electronic payment may fail or be declined because of:
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Insufficient funds;
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Account restrictions;
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Incorrect payment information;
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Security verification;
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Fraud-prevention controls;
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Payment provider restrictions; or
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Temporary technical issues.
If a payment is declined by PayPal, please review the information provided by PayPal.
We cannot override an independent payment decision made by the payment provider.
28. What should I do if I think I was charged twice?
If you believe you have been charged more than once for the same order, contact:
Please provide your:
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Full name;
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Order number;
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Email address used for the order;
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Payment date;
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Amount charged; and
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Relevant transaction information.
Never send passwords or login credentials by email.
29. Is my payment information secure?
Payments may be processed using Shopify, PayPal or other authorized service providers.
Depending on the payment method, these providers may use security measures such as encrypted connections, authentication and fraud monitoring.
We will never ask you to provide your PayPal password by email or telephone.
For more information about how personal information is processed, please review our Privacy Policy.
30. How is my personal information used?
Personal information may be processed where necessary to:
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Process orders;
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Verify payments;
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Arrange delivery;
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Provide customer support;
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Process returns and refunds;
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Prevent fraud;
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Maintain website security; and
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Meet applicable legal obligations.
Please review our Privacy Policy for detailed information about how personal data is collected, used, shared and protected.
31. How can I contact customer service?
If you have questions about an order, payment, shipping, tracking, return or refund, please contact:
Email: cs@cloud.as
Telephone: 23881199
For order-related enquiries, please include your order number whenever possible.
32. What are your company details?
Our online store is operated by:
Company name: cloud.as
CVR number: 28348371
Responsible person: Carsten Handest Sjørup
Registered address:
Nyhavn 14, 3.
1051 København K
Denmark
Email: cs@cloud.as
Telephone: 23881199
For additional information, please review our Terms of Service, Privacy Policy, Shipping and Delivery Policy, Payment Policy and Return and Refund Policy.