Last updated: 4 August 2026 · Cancelling a pre-order, returns, exchanges and refunds.
While our first production run is on pre-order, you pay a $5 deposit per pair at checkout and the balance of $44.99 per pair is charged when your order is dispatched.
Your deposit is fully refundable at any time before dispatch. Email hello@cloudlegs.com.au with your order number and we'll cancel the pre-order and refund the $5 to your original payment method within 5 business days. You don't need a reason.
If we cancel your pre-order, or we can't dispatch within the timeframe we've quoted and you'd rather not wait, you get your deposit back in full. Once your order has been dispatched and the balance charged, the 30-day change-of-mind policy below applies instead.
Not feeling the fluff? You have 30 days from the date of delivery to return your Cloud Legs for a full refund or an exchange. You don't need a reason — "they're just not for me" is fine.
To be eligible for a change-of-mind return, the item must be:
Return postage for a change-of-mind return is at your cost. We recommend a tracked service — until it reaches us, the parcel is your responsibility. Because these are close-fitting garments, we can't accept a change-of-mind return on an item that has clearly been worn or washed; that's a hygiene limit, not a way around your ACL rights.
This is different from change of mind, and it's covered by the ACL rather than by our goodwill policy. If your item arrives faulty, is damaged in transit, isn't what you ordered, or fails prematurely in normal use, contact us and we'll make it right.
For a major failure — a significant fault, something unsafe or unusable, or an item substantially different from its description — you choose whether you want a refund or a replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage. For a minor failure we may repair, replace or refund.
In every case where the item is faulty or not as described, we pay the return postage — we'll email you a prepaid label or reimburse your receipted cost. There is no 30-day cut-off on your ACL rights; they last for a reasonable period given the nature of the product. Please tell us as soon as you notice a problem and send a photo, which usually saves you posting anything at all.
Wrong size is the most common reason people write to us, so we make it easy: one free size exchange per order within Australia. Email us with your order number and the size you'd like instead. We post the new size as soon as your return is scanned by the carrier, so you're not waiting twice. Subsequent exchanges on the same order are charged at standard postage. Check our size guide on the product page before ordering — and if you're between sizes, size up.
Please don't post anything back without emailing first. Unannounced returns can sit unidentified in our inbox tray for weeks, which delays your refund.
Refunds — including a refunded pre-order deposit — go back to your original payment method. We process them within 5 business days of receiving and checking your return, and we'll email you when it's done. Your bank or card issuer may then take a further 3–5 business days to show the money in your account — that part is out of our hands.
We refund the full price you paid for the returned item. Original shipping is refunded in full where the return is due to a fault, an error on our part, or a cancelled order; for a change-of-mind return, any Express Post upgrade you paid isn't refunded. Where a bundle discount applied and you return part of the bundle, the remaining items are re-priced at the normal single price and the refund is adjusted accordingly — we'll show you the maths in the email.
A pre-order can be cancelled at any time before dispatch, as set out in section 1, and the deposit is refunded in full. For an in-stock order we dispatch fast, so cancellation is only possible before your order is packed. Email us immediately and we'll cancel and refund in full if we've caught it in time. If it's already gone, treat it as a change-of-mind return once it arrives.
Discounted and bundle items are returnable on exactly the same terms as full-price ones. Gift cards are not returnable or redeemable for cash, but they don't expire. If a gift recipient wants to return an item, we'll refund to the original purchaser's payment method, or issue a gift card of the same value if you'd prefer to keep it discreet — just ask.
International customers have the same 30-day change-of-mind window. Return postage and any customs charges on the return are at your cost, and original international shipping isn't refunded on a change-of-mind return. For a faulty item we cover reasonable return postage — email us before sending anything so we can agree the method.
To keep them fluffy — and to avoid a fault caused by care rather than manufacture — machine wash cold on a gentle cycle, then line dry or tumble dry on low. Avoid bleach, fabric softener, ironing and high heat, which can flatten or melt coral fleece. Damage caused by care outside these instructions, or by ordinary wear and tear over time, isn't a manufacturing fault.
Tell us — email hello@cloudlegs.com.au and ask for it to be reviewed, and we'll take another look. If we still can't agree, you can seek free advice or lodge a complaint with the consumer protection agency in your state or territory, or with the ACCC at accc.gov.au. We'd much rather sort it out with you directly.
Returns, exchanges and anything else: hello@cloudlegs.com.au or our contact page. We're a small team and we read every email.