Shipping and Delivery Policy

Last updated: August 24, 2026

This Shipping and Delivery Policy applies to orders placed through the online store operated by cloud.as.

Please review this policy before placing an order. By submitting an order, you acknowledge that delivery is subject to the terms described below.

1. Company Information

The 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

2. Shipping Area

We currently provide delivery services to eligible destinations throughout Europe.

Delivery availability may vary depending on:

• Destination country or region;

• Local carrier coverage;

• Customs or import restrictions;

• Product type;

• Package size or weight; and

• Other logistical limitations.

The availability of delivery to your address will be confirmed during checkout.

We may decline or cancel an order if delivery to the supplied address is unavailable or legally restricted.

If payment has already been collected for an order that we cannot deliver, the applicable amount will be refunded using the original payment method or another appropriate method where necessary.

3. Order Processing Time

Orders are normally processed within 1–2 business days after they have been successfully submitted and confirmed.

Business days generally mean Monday through Friday, excluding public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Order processing may require additional time if:

• Payment information needs to be verified;

• The delivery address is incomplete or incorrect;

• The order contains multiple products;

• A product is temporarily unavailable;

• Fraud-prevention checks are required; or

• An unusually high number of orders is being processed.

If additional information is required to process your order, we may contact you using the contact information supplied during checkout.

4. Estimated Delivery Time

The estimated standard transportation time for eligible deliveries within Europe is:

5–7 business days after dispatch

This delivery estimate does not include the 1–2 business day order-processing period.

For example, an order may first require processing before it is handed to the delivery carrier.

Delivery times are estimates and may vary depending on the destination and circumstances affecting the carrier.

5. Possible Delivery Delays

Delivery may occasionally take longer than the estimated period.

Possible causes of delays include:

• Carrier congestion;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Remote delivery locations;

• Islands;

• Limited local carrier coverage;

• Incorrect or incomplete delivery information;

• Customs or import restrictions; or

• Other circumstances outside our reasonable control.

If the estimated delivery period has passed and your tracking information has not been updated for an extended period, please contact us at:

cs@cloud.as

We will review the available shipment information and, where appropriate, contact the delivery carrier.

6. Shipping Charges

Any applicable shipping or delivery charge will be displayed during checkout before you submit your order.

Where free shipping or another shipping promotion is offered, this will be stated on the relevant product page, promotional page or during checkout.

Additional delivery charges may apply in certain situations, including where:

• A special or expedited delivery service is requested;

• Redelivery is required because an incorrect address was supplied;

• The customer fails to collect the parcel;

• A parcel is refused without an applicable legal reason; or

• The destination is subject to additional carrier or remote-area charges.

Where prior disclosure is required by applicable law, customers will be informed of applicable charges before they become payable.

7. Order Confirmation

After successfully placing an order, you will normally receive an order confirmation using the email address provided during checkout.

The confirmation may include information such as:

• Order number;

• Products ordered;

• Order amount;

• Delivery information;

• Selected payment method; and

• Other relevant order details.

Please review the order confirmation carefully.

If you notice an error in your order information, contact us as soon as possible at:

cs@cloud.as

An order confirmation means that we have received your order. It does not necessarily mean that the parcel has already been dispatched.

8. Dispatch Confirmation

Once your parcel has been handed to the delivery carrier, we may send a shipping or dispatch confirmation.

Where available, the confirmation may include:

• Carrier name;

• Tracking number;

• Tracking link;

• Dispatch date; and

• Other relevant delivery information.

Please check your spam or junk email folder if you do not receive an expected shipping notification.

9. Shipment Tracking

Where shipment tracking is available, tracking information will normally be sent to the email address used when placing the order.

Tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.

If tracking has not updated after this period, this does not necessarily mean that the parcel has been lost.

If you continue to experience difficulties tracking your order, please contact:

cs@cloud.as

Please include your order number so that we can review the shipment more efficiently.

10. Delivery Address

Customers are responsible for providing accurate and complete delivery information.

Before submitting your order, please verify:

• Recipient name;

• Street and house number;

• Apartment or unit number where applicable;

• Postal code;

• City;

• Country;

• Telephone number; and

• Email address.

If you notice an error after placing your order, contact us immediately at cs@cloud.as.

If the parcel has not yet been dispatched, we may be able to update the delivery information.

Once the parcel has been dispatched, 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. Failed Delivery Attempts

Delivery carriers may make one or more delivery attempts depending on their local procedures.

If delivery cannot be completed, the carrier may:

• Attempt delivery again;

• Leave a delivery notice;

• Contact the recipient;

• Hold the parcel at a local collection point; or

• Return the parcel to the sender.

Customers should monitor tracking information and carrier notifications after dispatch.

If a delivery problem occurs, please contact us as soon as possible.

12. Unclaimed Parcels

If a parcel is made available for collection but is not collected within the carrier's required period, it may be returned.

Where permitted by applicable law, reasonable costs actually incurred because of an unclaimed parcel may be taken into account when processing a voluntary refund.

Any statutory consumer rights remain unaffected.

13. Refused Parcels

If you no longer wish to receive an order, please contact us before refusing delivery whenever possible.

A refused parcel may be returned to us by the carrier.

Reasonable return or delivery costs resulting from an unjustified refusal may be the customer's responsibility where permitted by applicable law.

This provision does not limit any statutory cancellation or withdrawal right available to consumers.

14. Cash on Delivery

Cash on Delivery (COD) may be available for eligible orders and destinations where this option is displayed during checkout.

Where Cash on Delivery is selected:

• Payment is made to the delivery carrier when the parcel is delivered;

• The recipient may need to prepare the exact amount where required by the carrier;

• Available payment methods may vary by carrier and destination;

• The carrier may request identification or delivery confirmation; and

• Delivery may not be completed if the required payment cannot be collected.

Cash on Delivery may not be available for every:

• Country;

• Region;

• Postal code;

• Product;

• Order value; or

• Delivery method.

The availability of COD will be shown during checkout where applicable.

15. Lost or Undelivered Parcels

A parcel will not automatically be considered lost simply because the estimated delivery period has passed.

If you believe your parcel may be lost, please first:

• Check the latest tracking information;

• Confirm that the delivery address is correct;

• Check with household members;

• Check your building reception or mailroom;

• Check any designated safe delivery location; and

• Contact the local carrier where appropriate.

If the parcel still cannot be located, please contact us at cs@cloud.as and provide your order number.

We will review the shipment information and, where appropriate, contact the carrier.

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 replacement or refund.

16. Damaged Parcels

Please inspect your parcel and product as soon as possible after delivery.

If the parcel or product arrives damaged, contact us promptly at:

cs@cloud.as

Please provide where relevant:

• Your order number;

• A description of the damage;

• Photographs of the product;

• Photographs of the outer packaging;

• A photograph of the shipping label; and

• A video showing the problem where appropriate.

Please keep the original packaging until the matter has been reviewed.

After reviewing the information, we will provide an appropriate solution in accordance with our Return and Refund Policy and applicable consumer law.

17. Incorrect Products

If you receive a product different from the one you ordered, please contact us promptly.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs of the product received; and

• A photograph of the shipping label.

After reviewing the issue, we may arrange an appropriate replacement, return or refund.

18. Missing Products or Components

If your parcel arrives with products, accessories or components missing, please contact us at:

cs@cloud.as

Please provide:

• Your order number;

• A description of the missing item;

• Photographs of all products received;

• Photographs of the outer packaging; and

• A photograph of the shipping label.

We will review the information and provide an appropriate solution.

19. Customs, VAT and Import Charges

Orders delivered across national borders may be subject to:

• VAT;

• Customs duties;

• Import taxes;

• Customs clearance fees;

• Handling charges; or

• Other charges imposed by authorities in the destination country.

Where applicable taxes or import charges are included in the amount paid through our store, this will be stated during checkout where reasonably possible.

Unless expressly stated otherwise during checkout, customers may be responsible for customs duties, import taxes and other charges imposed independently by the authorities of the destination country.

Customs procedures may also cause additional delivery delays.

20. Customs Clearance

Customers are responsible for providing information reasonably required by customs authorities or delivery carriers to complete delivery.

A shipment may be delayed if:

• Customs documentation is incomplete;

• Authorities require additional information;

• Import restrictions apply;

• Taxes or duties remain payable; or

• The parcel is selected for customs inspection.

Customs processing times are outside the direct control of cloud.as.

21. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at:

cs@cloud.as

We will try to assist you.

However, once an order has entered processing or has been dispatched, changes or cancellation may no longer be possible.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

22. Returns

Shipping-related returns are handled according to our Return and Refund Policy.

Please contact us before sending any product back.

Approved returns must follow the return instructions provided by our customer service team.

For eligible EU/EEA distance purchases, consumers may also have a statutory 14-day right of withdrawal, subject to applicable legal exceptions and the conditions described in our Return and Refund Policy.

23. Return Shipping Costs

Return shipping costs are handled according to our Return and Refund Policy.

For a voluntary change-of-mind return, including where an applicable statutory withdrawal right is exercised and the customer has been properly informed, the customer may be responsible for the direct cost of returning the goods.

Where a return is caused by a confirmed:

• Defective product;

• Product damaged before or during delivery;

• Incorrect product;

• Missing component; or

• Other error attributable to us,

reasonable return shipping costs will be handled in accordance with our Return and Refund Policy and applicable consumer law.

24. Delivery and Consumer Rights

Nothing in this Shipping and Delivery Policy is intended to exclude or restrict any mandatory consumer protection right.

Where this policy conflicts with a mandatory legal requirement applicable to a consumer, the mandatory legal requirement will apply.

25. Changes to This Shipping Policy

We may update this Shipping and Delivery Policy from time to time to reflect changes in:

• Delivery carriers;

• Shipping destinations;

• Delivery methods;

• Processing procedures;

• Customs requirements;

• Applicable law; or

• Our business operations.

The current version will be made available through our online store.

The “Last updated” date at the beginning of this policy indicates when the current version became effective.

26. Contact Us

If you have questions concerning an order, delivery, tracking, delayed parcel, damaged shipment or other shipping matter, please contact:

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