International Shipping Terms and Conditions

International Shipping Terms & Conditions

1. Lost & Undelivered Parcels

  • Cloud Vapez UK is not responsible for lost or undelivered parcels.

  • Customers must contact the delivery company directly for inquiries regarding lost shipments.

2. Missing or Incorrect Items

  • If you receive an order with missing or incorrect items, contact us within 24 hours at contact@cloudcityuk.com.

  • Include a clear image of the received items.

  • Our team will review your case and provide a solution within 2-3 working days.

3. Damaged Parcels

  • If your parcel arrives damaged, this is the responsibility of the delivery company.

  • Customers must contact the courier directly to resolve any damage claims.

4. Order Changes & Cancellations

  • Once an order is placed, processed, and shipped, it cannot be changed or cancelled.

  • Orders in transit cannot be recalled or modified.

5. Delivery Delays

  • Delivery times are approximate and subject to availability.

  • Public holidays in the UK may differ from those in your country, potentially affecting delivery times.

  • Cloud Vapez UK does not guarantee delivery times and is not responsible for delays.

6. Address & Personal Information Accuracy

  • Customers must ensure that all provided details (address, contact information, and personal details) are correct.

  • If an order is returned due to incorrect details, a refund (excluding shipping costs) will be issued once we receive the parcel.

  • We cannot re-send or replace orders if incorrect details were provided by the customer.

7. Returned Parcels

  • If your parcel is returned to us undelivered, you will receive a refund (excluding the shipping fee).

8. Customs & Import Regulations

  • Customers are responsible for ensuring that vape products can legally be imported into their country.

  • Cloud Vapez UK is not responsible if your parcel is:

    • Stopped, held, or seized by local authorities or customs.

    • Subject to customs duties, brokerage fees, or import taxes.

    • Not released by customs, resulting in loss of the parcel.

  • If a parcel is seized and returned to us, a refund (excluding postage costs) will be issued.

  • If a parcel is seized and not returned, no refund will be provided.

  • Refunds for returned parcels will only be processed once we receive the item, which may take up to 6 weeks in some cases.

  • Customers should contact their local authorities to understand vaping product regulations before placing an order.

9. International Fees & Currency Conversion

  • Customers are responsible for any foreign transaction fees incurred when purchasing from our website.

  • Cloud Vapez UK is not responsible for exchange rate fluctuations when converting currencies (e.g., USD to GBP).