Cloudsy Shipping Information
United Kingdom
Last updated 21 October 2026
This Shipping Information policy explains how Cloudsy processes, dispatches and delivers physical products ordered through our online store for delivery within the United Kingdom. It should be read together with our Terms of Service and Returns and Exchanges Policy.
We aim to provide clear delivery information before you place an order. The delivery option, any shipping charge and the estimated delivery timeframe applicable to your order will be shown at checkout or otherwise communicated before you are bound by the purchase. Nothing in this policy limits your statutory rights under UK consumer law.
1. Where we deliver
Cloudsy accepts orders for delivery to addresses within the United Kingdom where the delivery service offered at checkout is available. Availability may vary by postcode, product type, parcel size or carrier coverage.
If we cannot deliver to the address provided, we will contact you as soon as reasonably possible. Where we are unable to fulfil the order, we will cancel the affected item or order and refund any payment taken for it.
Please enter a complete and accurate delivery address, including the correct postcode, flat or unit number where applicable, and a contact telephone number or email address that may be used for delivery updates.
2. Order processing and dispatch
Orders are prepared for dispatch as soon as reasonably possible after acceptance and successful payment authorisation. The estimated processing or delivery timeframe shown on the product page, at checkout or in the order confirmation forms part of the information provided for that order.
Processing time and delivery time are not necessarily the same. Processing covers the period in which an order is checked, prepared and handed to the carrier. Delivery time covers the carrier transit period after dispatch.
Orders placed on weekends, UK public holidays or outside normal fulfilment hours may begin processing on the next applicable working day. Where a product is marked as a pre-order, back-order or subject to a special dispatch date, the specific information shown for that product will apply.
3. Delivery timeframes
Any delivery date or delivery window shown before purchase is an estimate unless we expressly state that a particular date has been guaranteed or agreed as essential. We will take reasonable steps to meet the estimate and will notify you if we become aware of a material delay.
Where no different delivery time has been agreed, UK consumer law requires goods to be delivered without undue delay and, in any event, no later than 30 days after the contract is entered into.
Delivery estimates can be affected by circumstances such as carrier disruption, severe weather, high seasonal volumes, public holidays, address problems, customs or border processing where relevant, or other events outside our reasonable control. These circumstances do not remove any statutory right you may have if delivery is not made within the agreed or legally required period.
4. Shipping charges
Any shipping charge payable by you will be displayed before you complete checkout. Where Cloudsy offers free shipping, the applicable conditions will be stated with the offer or at checkout.
We will not add an undisclosed mandatory delivery charge after the order has been placed. If a delivery option is unavailable after purchase and this materially affects the order, we will contact you with the available options.
If an order is split into more than one parcel for fulfilment reasons, we will not charge an additional shipping fee solely because we chose to split the shipment, unless a separate charge was clearly agreed before purchase.
5. Order confirmation and tracking
After your order is placed, you will receive the available order confirmation information at the email address or contact method supplied during checkout. Once the parcel has been dispatched, tracking information will be provided where the selected carrier or service supports tracking.
Tracking events are generated by the carrier and may not update immediately after dispatch. A temporary gap in tracking does not necessarily mean that the parcel has stopped moving.
If tracking shows no meaningful movement for an unusual period, or the parcel has not arrived within the communicated delivery timeframe, contact us at [SUPPORT EMAIL] with your order number so that we can investigate.
6. Multiple-item and split shipments
Items from the same order may occasionally be dispatched separately because of stock location, parcel size, product availability or operational requirements. Where this happens, you may receive more than one tracking reference and the parcels may arrive on different days.
A partial delivery does not mean that the remaining items have been cancelled unless we tell you otherwise. If we later determine that an outstanding item cannot be supplied, we will notify you and refund the amount paid for that item as appropriate.
7. Delivery address changes
Please check your delivery address carefully before submitting the order. If you need to request a change, contact [SUPPORT EMAIL] as soon as possible.
We will make reasonable efforts to amend an address before dispatch, but we cannot guarantee that a change can be made once fulfilment has started or the parcel has been handed to the carrier. We will not redirect a parcel where doing so would create a security, fraud or delivery risk.
Where a parcel is returned because the address supplied by the customer was incomplete or materially incorrect, we will contact you about the available redelivery, cancellation or refund options. Any additional charge proposed for a new delivery will be explained before it is incurred and will not affect rights you have under applicable law.
8. Delivery attempts, safe places and collection points
The carrier may make one or more delivery attempts, offer a collection point, or provide other delivery options depending on the service used. Carrier instructions and options may vary by postcode and parcel type.
If you choose or expressly authorise a particular safe place, neighbour, collection point or other delivery instruction, please ensure it is suitable and secure. We will assess any later delivery dispute according to the circumstances, the instruction given, the carrier evidence and applicable consumer law.
If a parcel is not collected or delivery repeatedly fails, it may be returned to the sender or fulfilment facility. Contact us if this happens so that we can determine the appropriate next step.
9. Risk during delivery
For orders covered by UK consumer law, the goods generally remain at our risk until they come into the physical possession of you or a person you have identified to receive them.
The position can be different where you independently appoint a carrier that we did not offer as a delivery option. In that situation, the statutory rules governing transfer of risk will apply.
Because risk normally remains with the trader during delivery by the trader's chosen carrier, a carrier scan showing that a parcel was dispatched does not by itself remove our responsibilities if the goods are genuinely lost before delivery.
10. Delayed deliveries
If your order has not arrived within the agreed delivery period, contact [SUPPORT EMAIL]. We may ask you to confirm the delivery address and allow us to check the tracking history or open an investigation with the carrier.
Where a delivery deadline has been missed and the circumstances do not give you an immediate right to end the contract, UK law may allow you to require delivery within a further period that is appropriate in the circumstances. If delivery is not made within that further period, you may be entitled to end the contract and receive the applicable refund.
You may be entitled to end the contract without allowing additional time where we have refused to deliver, where delivery by the agreed date was essential in the circumstances, or where you told us before the contract was made that delivery by that date was essential.
11. Parcels marked delivered but not received
If tracking shows that your parcel has been delivered but you cannot locate it, first check the immediate delivery area, any delivery photograph or carrier message, household members, reception or concierge where applicable, and any safe place or neighbour that you authorised.
If the parcel is still missing, contact [SUPPORT EMAIL] promptly with your order number. We will review the available delivery evidence and, where appropriate, investigate with the carrier. We will not automatically treat a carrier's delivered scan as conclusive where the facts reasonably indicate that the parcel may not have reached you or an authorised recipient.
Where the parcel is determined to have been lost before delivery, we will provide the remedy required by the contract and applicable consumer law, which may include replacement or refund depending on the circumstances.
12. Damaged parcels or items
If a parcel arrives visibly damaged, or an item is damaged, faulty or incorrect, contact us at [SUPPORT EMAIL] and provide your order number and a description of the issue. Photographs of the parcel, label and item can help us investigate where reasonably available.
Delivery damage and product faults are dealt with separately from a change-of-mind return. Your statutory rights concerning goods that are not of satisfactory quality, fit for purpose or as described are not reduced by this Shipping Information policy or by any carrier process.
Where the law requires us to bear the reasonable cost of returning faulty, damaged or incorrect goods, we will do so in accordance with our Returns and Exchanges Policy.
13. Imports, taxes and customs
For orders sold for delivery in the United Kingdom, the price and any mandatory charges payable to Cloudsy will be disclosed before you place the order. Where applicable, taxes included in the selling price will be handled in accordance with the relevant tax rules.
If a particular order may involve an additional import duty, customs charge, handling charge or similar amount payable by you on delivery, that material information will be disclosed before purchase where required. We do not intend to surprise customers with undisclosed mandatory delivery charges after checkout.
Customs or border processing, where applicable, can affect estimated delivery times. Such processing does not override the statutory delivery rights described in this policy.
14. Cancellations before dispatch
If you wish to cancel an order before it has been dispatched, contact [SUPPORT EMAIL] as soon as possible. We will attempt to stop fulfilment where operationally possible.
If the parcel has already been dispatched, this does not by itself remove an applicable statutory cancellation right. Eligible online purchases may generally be cancelled within the statutory cancellation period described in our Returns and Exchanges Policy.
Please use a clear cancellation notice rather than relying only on refusal of delivery or failure to collect a parcel.
15. Returns are separate from shipping
This policy covers delivery of the original order. Returns, exchanges, change-of-mind cancellations, faulty goods and refund timing are governed by our Returns and Exchanges Policy and applicable UK consumer law.
For eligible online purchases, the statutory change-of-mind cancellation period generally runs for 14 calendar days after the day the goods are received, subject to the legal rules and exceptions explained in our Returns and Exchanges Policy.
16. Events outside our reasonable control
We are not responsible for delay caused solely by events outside our reasonable control to the extent permitted by law, but we will take reasonable steps to minimise the effect on your order and communicate material disruption where possible.
This section does not remove a right to cancel, end the contract, reject goods or obtain a refund where such a right arises under applicable consumer law.
17. Contact us about delivery
For shipping, tracking or delivery questions, contact:
Cloudsy
Email: [SUPPORT EMAIL]
Please include your order number and the delivery postcode so that we can locate the shipment efficiently.
Legal seller details and the business address are stated in our Terms of Service. The address used for customer returns may be different and is specified in our Returns and Exchanges Policy.