Exchanges & Returns ( Refund ) Policy

Feet in the Clouds – Exchange & Return Policy

A) Exchanges

We offer a 30-day exchange period.
If the size doesn’t fit or you wish to change the color or model, you can request an exchange by contacting us at info@feetintheclouds.shop within 30 days of delivery.
We will provide full instructions by email before the product is sent back.

  1. You may exchange your item for another size, color, or product of equal value, or request a store credit voucher for the same value to use on our website.

  2. Shipping costs for exchanges are paid by the customer. However, if you send us proof of shipping (postal receipt), we will issue a voucher equal to the shipping value for use on a future purchase.

  3. Exchange requests made after 30 days of delivery will not be accepted.

  4. Exchanges sent without prior authorization will not be processed.

B) Returns

We offer a 30-day money-back guarantee.
If you are not completely satisfied with your purchase, please contact us at info@feetintheclouds.shop before sending any item back.
We will provide the official return authorization and detailed instructions.

  1. We refund the value of the returned product(s), excluding the original shipping cost.

  2. A 2% processing fee will be deducted from the refund amount to cover operational and payment processing costs.

  3. Return shipping costs are paid by the customer. The package must be sent to:

    Feet in the Clouds – Returns Department
    Rua Coronel Cândido Teles 11 - 1º Dt.
    3830-126 Ílhavo, PORTUGAL

  4. Important: The customer must place a printed copy of the Order Confirmation email inside the return parcel.
    This document is essential for identifying your order and processing your refund.
    Returns received without this document may experience significant delays or be rejected.

  5. Refunds will only be processed once our quality control team has received and inspected the item(s).

  6. All returned products must be in original condition and packaging, unworn, and undamaged. Please keep all shipping and payment receipts.

  7. Refunds (minus processing and shipping costs) will be issued through the original payment method (credit card or PayPal).

C) Order Cancellations

Orders may be cancelled before shipment, but a 10% cancellation fee will apply to cover payment processing, administrative, and preparation costs.
Once the order has been shipped, cancellation is no longer possible; customers must follow the return process described above.

D) Shipping Reimbursement Policy

Feet in the Clouds only covers return or exchange shipping costs in the event of defective or damaged products.
In such cases, the customer must send clear photographic evidence of the defect within 30 days of delivery.

If the defect is confirmed and the customer requests an exchange, we will issue a voucher equal to the shipping cost upon receipt of a valid shipping receipt.

We do not reimburse shipping costs for voluntary returns or size/color exchanges without defect.

E) Customers Outside the European Union

For customers outside the EU, it is the buyer’s responsibility to fill in all customs declarations correctly when returning an item.
The parcel must be properly cleared through customs and delivered to our warehouse in Portugal.

Important: Returns sent without correct customs documentation may be blocked by customs and never reach us.
In such cases, the return will not be accepted, and no refund will be issued.