ORDERING QUESTIONS

IS THERE A MINIMUM ORDER QUANTITY?

We operate on a made-to-order system which does require a minimum order quantity. Given the flexibility with our production, we are pleased to offer a manageable minimum of 3 pieces per style, per colour.

HOW DOES ORDERING WORK?

We have three ways to order.

  1. While you view the look book either on the website or in PDF format, you will have an accompanying excel sheet that have drop down menus to easily select styles and colours.

  2. For a more traditional method, we are offering the ordering sheet in PDF format for you to handwrite and submit to our team.

  3. For a more personal experience, we are offering a video call service by appointment with our CLOUDS staff to help you pick styles and colours. We are more than happy to see new and familiar faces.

TIMING QUESTIONS

WHAT IS THE TURNAROUND TIME?

We often handle custom and private labeling orders which require a 40 day turnaround time. With larger orders, the turnaround time can vary depending on the time of year and will need to be discussed in advance.

HOW DO WE ENSURE TIMELY DELIVERIES?

We are a vertical cashmere business which allow full control and awareness of each production stage. In the midst of a pandemic, our deliveries experienced no delays. Our turnaround time of 40 days remain unchanged.

WHAT IS THE ORDER DEADLINE AND EARLIEST DELIVERY DATE?

The final date to place an order is March 10 , 2024. The earliest delivery date is June 20, 2024. Our final delivery date is September 30, 2024.

PHOTOGRAPHY QUESTIONS

WILL I RECEIVE THE SAME COLORED SWEATERS AS THE LOOK BOOK?

Short answer: YES.

Long answer: We take every step to ensure color accuracy during the photo shoot and editing process. Without getting too technical, our editing monitors have all been color calibrated with an industry standard colorimeter. The images we upload for your use are all color accurate. Although, every device manufacturer has their own settings for providing a pleasing viewing experience rather than a 100% accurate viewing experience, we recommend that you turn off your TRUE TONE on your Apple devices, Adaptive Displays on Android, or any other software designed to change your screen’s color temperature like f.lux.

CAN I USE THE PHOTOS FOR MY STORE?

Of course you can! The photography is meant to be used by our independents/stockists to help illustrate the luxurious feel of cashmere and drive sales. We have different downloadable folders that are optimized for e-commerce websites and social media platforms such as Facebook, Instagram, and Pinterest. In order to access the links, please visit our Look Book page.

ARE ALL SAFETY GUIDELINES FOLLOWED?

We follow Canadian COVID-19 guidelines to ensure everyone’s safety. Garments are sealed in sanitized packaging.

PAYMENTS QUESTIONS

HOW DO PAYMENTS WORK FOR ORDERS?

As mentioned in the beginning, everything is made to order. We require a 10% deposit of your total order. However, there is an incentive to have your order in early to us.

WHAT ARE YOUR PAYMENT METHODS?

We take VISA and MASTERCARD as our credit card payment method. Cheques are also accepted.

CANCELLATIONS AND REFUNDS

DO YOU HAVE A CANCELLATION AND REFUND POLICY?

Yes, we accept order cancellations until Feb 28 , 2023 and will give back the 10% deposit. Credit card transaction costs will be deducted from the refund.

All orders cancelled after Feb 28 , 2023 will not be eligible for the 10% deposit refund.