At Cloud Island Shop, we wrap every order with care and dedication. We understand that sometimes an item may not be the perfect fit for your little one’s earliest moments. Our returns process is designed to be as gentle, transparent, and supportive as our approach to your family’s privacy.

Our Promise to You

We want you to be completely delighted with your purchase of our baby essentials—from our whimsical Baby Activity Gyms & Playmats and cozy Baby Bedding to our charming Baby Clothing and Baby Toys. If you are not satisfied, we offer a straightforward and caring returns and exchanges process within 15 days of receiving your order.

Step-by-Step Return or Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, please contact our customer care team at [email protected] with your order number and details about the item you wish to return or exchange. We recommend doing this promptly to ensure eligibility.
  2. Receive Instructions: Our team will respond within 1-2 business days (just like our order processing!) with a personalized Returns Authorization (RA) number and clear instructions on where to send your package.
  3. Prepare Your Package:
    • Please include the original item in its unused, unwashed, and original condition, with all tags and packaging intact.
    • Pack the item securely to prevent damage in transit.
    • Include a copy of your order confirmation or the RA number inside the package.
  4. Ship Your Return: Send your package to the address provided in your instructions. We recommend using a trackable shipping service for your peace of mind. Original shipping costs are non-refundable.
  5. Our Careful Inspection & Completion: Once we receive and inspect your return, we will process your exchange or refund with the same dedication we put into selecting our products. You will receive an email notification once the process is complete.

đź’ˇ Quick Return Request Template

To make initiating your request even easier, you can copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Cloud Island Shop Customer Care Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Item Name: [e.g., Cloud Island Dinosaur Stuffed Animal, Size 6M Onesie] Reason for Return/Exchange: [e.g., Size exchange, change of mind, etc.] Please send me the return authorization details and instructions. My full name as on the order: [Your Name] Email associated with the order: [Your Email] Thank you for your help. Warmly, [Your Name]

Refunds: Timing & Method

We handle refunds with the same security and care as our payment process (which supports Visa, MasterCard, JCB, and PayPal).

  • Timing: Refunds are processed within 5-10 business days after we receive and approve your return. The time it takes for the funds to appear in your original payment method may vary slightly depending on your bank or financial institution.
  • Method: All refunds are issued to the original payment method used for the purchase. If you paid via PayPal, the refund will go back to your PayPal account.
  • Please note that any original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Important Exceptions & Non-Returnable Items

To ensure the safety and hygiene of all our products for every family, certain items, due to their intimate nature or for health and safety reasons, cannot be returned or exchanged unless they arrive defective or damaged.

Based on our product categories, the following are FINAL SALE and not eligible for return:

  • Baby Towels & Washcloths (for hygiene reasons)
  • Changing Pads & Covers (for hygiene reasons)
  • Diapering essentials (for hygiene reasons)
  • Bath & Potty items that have been opened or used (unopened, in original packaging may be considered)
  • Any personalized or custom-made Decorative Objects or gifts.
  • Items marked as “Final Sale” in our Baby Deals or Baby Toy Deals sections.

If you receive a defective or incorrect item from these categories, please contact us immediately at [email protected], and we will make it right with gentle care.

We’re Here to Help

Your satisfaction is as important to us as your privacy. If you have any questions about returning an item or need assistance, please wrap us in your thoughts. Our customer care team is dedicated to supporting you.

Email: [email protected]
Address for Returns: (Please await specific instructions from our team, as it may differ from our business address at 880 H Street, Anchorage, US 99501)

Thank you for allowing Cloud Island Shop to be a small part of your parenting journey. We are honored to serve your family and are committed to ensuring your experience with us is filled with comfort and joy—from your first click to your last.