Terms and Conditions
A / Shipping Policies
Below you will find our shipping policies. Please, feel free to contact us at [email protected] to get any further details required or clarify any information.
We deliver our merchandises from Bali island, Indonesia, where we manufacture our collection.
For domestic orders, Indonesia, we are using JNE EXPRESS services.
For international orders, we are using EMS POS Indonesia International services, a fast services including tracking, that usually partners with DHL worldwide. Furthermore information can be obtained through the link to POS Indonesia. We can only deliver to the destinations included in EMS Services, check POS Indonesia destination. Above the Clouds may cancel any order and process a refund to any customer which their destination is not covered by EMS services, or any destination where flat rate applied does not cover the expedition fees.
Following payment confirmation, we aim to pack your order within 24-48 hours.
For domestic shipping, you should receive your order within 3 to 5 days.
For international shipping, average time should be 5 to 10 working days (Monday through Friday).
These timeframes do not include weekends or holidays.
You can contact us at [email protected] and we will gladly assist you with any questions relating to your order.
Due to strict import/export shipping laws of Indonesia, all returns must be authorised by Above the Clouds Natural Wear. Please email your return request to [email protected] and check in detail our Refund & exchange policicy.
At time we do not offer delivery to PO boxes. Also, it is mandatory to provide a telephone number in addition to name and destination full address.
Availability of products is not fully guaranteed. If an order has been placed, in which an item is not available, we will notify you promptly via email.
A shipping confirmation, including tracking number will be emailed to you.
Above the Clouds Natural Wear is not reliable of any damage caused to the items ordered during the shipping and handling by 3rd parties.
TAXES & CUSTOMS
The prices are displayed in one of the currency available for payment and do not include any taxes due to transportation and import process in the final destination country. Above the Clouds Natural Wear takes no responsabilities for any customs duties, VAT or any taxes payment that may be imposed during the importation of the products. All duty and custom fees that may apply will be the responsibility of Above the Clouds Natural Wear customers.
Zone 1 – Free shipping: Domestic shipment to Indonesia.
Zone 2 – Flat rate USD25: Brunei, Cambodia, Hong Kong, India, Laos, Macao, Malaysia, Philippines, Singapore, Vietnam, Australia, USA, Canada.
Zone 3 – Flat rate USD35: Kuwait, Oman, Saudi Arabia, United Arab Emirates, New Zealand
B – Return and Exchange Policies
By purchasing Above the Clouds Natural Wear garments or accessories you accept our return policy described below and our shipping policies. Above the Clouds Natural Wear has the right to refuse any return merchandise within reason.
Garments are eligible for exchange or be issued with a credit (on-line or in store). Items purchased on-line cannot be exchanged in our Boutiques, and items purchased in the Boutiques cannot be transformed into an on-line store credit.
Once the garment has been received by customer, one should apply for returning the items within seven (7) days, adhering to the conditions below:
- Please send a picture of the garment and the order reference to this email address [email protected]
- When Above the Clouds Natural Wear accept items return, we will provide detailed instructions to handle the logistic of it
- Faulty garments can be returned, for exchange for same item or online shop coupon to be used online only
- The online coupon can only be used in one order only
- All online coupons are valid for 3 months from the date of issue
- We are happy to exchange the size of the same style garment, in the case the item received matches the size charts provided, all shipping costs are borne by the customer)
- No refunds are applicable
- Any purchases made from our online shop cannot be returned to any of our Boutiques
- No return should be sent at customer’s own discretion, approval of your your request by Above the Clouds Natural Wear is necessary before shipping the garments back
- Please note that only returns that have been authorized by Above the Clouds Natural Wear can and will be accepted.
- All shipping costs are non-refundable and all costs for return shipment and duties (both way) will have to be supported by the customer (except on faulty items)
- We provide a sizing chart for your reference, to be used as a guideline for measurements. We would be pleased to assist you with your decision on sizing and design. Do not hesitate to contact us at [email protected]
- We do not hold responsible for products lost in transit.
- There is a seven (7) day policy of returns for faulty items.
- We do not accept any returns requests on sale items. All sales are final, no exceptions.
- 5-7 working days for quality control and approval are generally necessary to process the exchange once your garment has been received
SHOP RETURN IN BALI
Our Boutiques in Bali accept returns of merchandise that adhere to the terms described below:
- New, unworn, unaltered and unwashed garments may be exchanged
- Any exchange request has to be done within 7 days
- Garments are required to be exchanged in the same Boutique of purchase.
- The returned product is required in its original packaging and conditions, tags in order
- It is necessary to present a proof of purchase – original receipt
- Garments returns are not eligible for cash refunds or store credits under any circumstance
- There is no return or exchange on Sale items. All sales on promotion items are final
- In case of having bought garments in our Boutiques in Bali and willing to exchange a faulty garment, shipping costs will have to be supported by the customer. Please make sure to email [email protected] to get return information.
Thank you for shopping with us at Above the Clouds Natural Wear. We reserve the right to make amendments to our Terms and Conditions at any given time. We assure that we will have all updates accessible online. The continued use of www.abovetheclouds.store is to accept our new Terms and Conditions.