International Shipping Terms and Conditions
International Shipping Terms & Conditions
1. Lost & Undelivered Parcels
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Cloud Vapez UK is not responsible for lost or undelivered parcels.
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Customers must contact the delivery company directly for inquiries regarding lost shipments.
2. Missing or Incorrect Items
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If you receive an order with missing or incorrect items, contact us within 24 hours at contact@cloudcityuk.com.
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Include a clear image of the received items.
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Our team will review your case and provide a solution within 2-3 working days.
3. Damaged Parcels
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If your parcel arrives damaged, this is the responsibility of the delivery company.
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Customers must contact the courier directly to resolve any damage claims.
4. Order Changes & Cancellations
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Once an order is placed, processed, and shipped, it cannot be changed or cancelled.
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Orders in transit cannot be recalled or modified.
5. Delivery Delays
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Delivery times are approximate and subject to availability.
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Public holidays in the UK may differ from those in your country, potentially affecting delivery times.
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Cloud Vapez UK does not guarantee delivery times and is not responsible for delays.
6. Address & Personal Information Accuracy
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Customers must ensure that all provided details (address, contact information, and personal details) are correct.
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If an order is returned due to incorrect details, a refund (excluding shipping costs) will be issued once we receive the parcel.
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We cannot re-send or replace orders if incorrect details were provided by the customer.
7. Returned Parcels
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If your parcel is returned to us undelivered, you will receive a refund (excluding the shipping fee).
8. Customs & Import Regulations
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Customers are responsible for ensuring that vape products can legally be imported into their country.
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Cloud Vapez UK is not responsible if your parcel is:
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Stopped, held, or seized by local authorities or customs.
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Subject to customs duties, brokerage fees, or import taxes.
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Not released by customs, resulting in loss of the parcel.
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If a parcel is seized and returned to us, a refund (excluding postage costs) will be issued.
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If a parcel is seized and not returned, no refund will be provided.
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Refunds for returned parcels will only be processed once we receive the item, which may take up to 6 weeks in some cases.
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Customers should contact their local authorities to understand vaping product regulations before placing an order.
9. International Fees & Currency Conversion
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Customers are responsible for any foreign transaction fees incurred when purchasing from our website.
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Cloud Vapez UK is not responsible for exchange rate fluctuations when converting currencies (e.g., USD to GBP).