FAQ
Welcome to the weartheclouds FAQ. Here you’ll find quick answers about orders, UAE delivery, tracking, returns, exchanges, refunds and shopping with us.
If you need help, contact us at contactus@weartheclouds.com or WhatsApp +971 55 557 0992.
For complete terms, please also see our Shipping & Delivery Policy and Return & Exchange Policy.
ORDERS & PAYMENT
How do I know my order has been received?
After successfully placing an order, you should receive an order confirmation using the email address or contact information provided at checkout. Please review the details carefully.
Can I change or cancel my order after placing it?
Contact us as soon as possible. We will do our best to help, but we cannot guarantee changes or cancellations once processing or fulfilment has started. Fast and Super Sonic orders may begin processing shortly after they are placed.
Can I change my delivery address after ordering?
Contact us immediately if you notice an error. We will try to update the address before dispatch, but changes cannot be guaranteed once fulfilment has started or the order has been handed to the courier.
What currency are your prices shown in?
For UAE customers, prices are displayed in United Arab Emirates Dirhams (AED) unless otherwise stated.
What payment methods do you accept?
The payment methods currently available to you are shown at checkout.
UAE DELIVERY
What delivery options do you offer?
We currently offer three delivery options in the UAE:
Standard Delivery
- Orders below AED200: AED24
- Orders of AED200 or more: FREE
- Estimated delivery: 2–3 working days after dispatch
Standard Delivery is available across the UAE, subject to courier coverage.
Fast Delivery
- Orders of AED200 or less: AED30
- Orders above AED200: FREE
- Estimated delivery: within 1 working day
Fast Delivery is subject to order processing, product availability, courier availability and delivery location.
Super Sonic Delivery — Dubai
- Orders of AED500 or less: AED58
- Orders above AED500: FREE
- Target delivery: within 3 hours
Super Sonic Delivery is currently available within Dubai only. The 3-hour target begins once the order has been confirmed and accepted for Super Sonic Delivery and remains subject to product availability, courier availability, traffic, weather, order timing, delivery location and other operational conditions.
Is Super Sonic Delivery available outside Dubai?
Not currently. We are working to make Super Sonic Delivery available in other Emirates in the future.
How long does it take to process my order?
Most Standard Delivery orders are processed and prepared for dispatch within approximately 1–3 business days. Processing time is separate from delivery time. Fast and Super Sonic orders are prioritised separately.
What is the difference between processing and delivery time?
Processing time is the time needed for us to confirm, prepare and dispatch your order. Delivery time is the estimated time required for the courier to deliver it after dispatch. For Standard Delivery, the 2–3 working day estimate begins after dispatch.
For full delivery terms, see our Shipping & Delivery Policy.
TRACKING & DELIVERY ISSUES
How can I track my order?
Once your order has been dispatched, you may receive shipping confirmation with tracking information. Standard and Fast delivery tracking may take up to 24 hours to update in the courier’s system. Super Sonic orders may arrive before traditional tracking information becomes available.
My tracking says delivered, but I haven't received my order. What should I do?
First check with members of your household, building reception, security, concierge or anyone authorised to receive deliveries at your address. If you still cannot locate the parcel, contact us promptly and we will help investigate with the courier.
What should I do if my order is delayed?
If your order has not arrived within a reasonable period after the expected delivery date, contact us and we will investigate. Delays can occasionally occur because of traffic, public holidays, severe weather, courier disruption or other circumstances outside our reasonable control.
RETURNS & EXCHANGES
Can I return or exchange my order?
Yes, if the item is eligible. You must request the return or exchange on the day your order is delivered or the following day.
Contact contactus@weartheclouds.com before sending anything back. Returns or exchanges sent without prior approval may not be accepted.
What condition must my item be in?
For a standard return or exchange, the item must be unworn and unused, in its original condition, with original tags and labels attached and original packaging where applicable. It must show no signs of wear, washing, alteration, damage, staining, odour, misuse or excessive handling.
You may carefully inspect and try on an item to determine whether it is suitable, but products showing signs of actual use may not qualify. All returns are subject to inspection.
Is there a return or exchange fee?
Yes. For approved non-defective returns and exchanges within the UAE, an AED30 logistics fee applies per return or exchange request.
When is the AED30 fee waived?
The AED30 fee does not apply where weartheclouds confirms that the product:
- Has a manufacturing defect
- Arrived damaged
- Is incorrect
- Is incomplete
- Is materially different from the product ordered or advertised
Can I exchange my item for another product?
Yes, subject to the return period, product availability, inspection and the conditions of our Return & Exchange Policy. For a normal non-defective exchange, the AED30 fee applies. If the replacement costs more, you will need to pay the difference. If it costs less, the difference may be refunded or provided as store credit as applicable.
For full terms, see our Return & Exchange Policy.
REFUNDS & STORE CREDIT
Can I receive a refund?
Yes. Eligible approved returns may be refunded in accordance with our Return & Exchange Policy. Refunds are normally issued to the original payment method.
For a standard non-defective return, the AED30 return logistics fee will normally be deducted from the eligible item value. Original delivery charges are generally non-refundable for a change-of-mind return unless required otherwise by applicable law.
Can I choose store credit instead?
Yes. For an approved return, you may choose weartheclouds store credit instead of a refund to the original payment method. For standard non-defective returns, the AED30 return fee still applies.
How quickly will I receive my refund?
Once we receive and inspect your returned item, we will notify you of the outcome. If approved, we will process the refund. Your bank, card provider or payment service may require additional time before the amount appears in your account.
DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS
My item arrived damaged. What should I do?
Contact weartheclouds directly as soon as possible. You do not need to resolve the issue with the courier yourself.
Please provide your name, order number, a brief description of the issue and clear photographs of the product and packaging where relevant. Please keep the item and its packaging until we advise you of the next steps.
What happens if my product has a manufacturing defect?
Contact us with your order number and clear photographs or videos showing the issue. Once reviewed and approved, the appropriate remedy may include a replacement, exchange, refund, store credit or another remedy where required. The AED30 return/exchange fee does not apply to an approved manufacturing defect.
I received the wrong item. What should I do?
Contact us with your order number and photographs of what you received. Once confirmed, we will arrange the appropriate resolution at no return or exchange cost to you.
Something is missing from my order. What should I do?
Contact us as soon as possible with your order number and details of the missing item. Once verified, we will arrange the appropriate resolution.
PRODUCTS & AVAILABILITY
Will the product colour look exactly the same as it does online?
We make reasonable efforts to display our products accurately. Colours may appear slightly different depending on your screen, device settings, lighting and photography. Minor visual variations do not necessarily indicate a defect.
What if a product is sold out?
Products are subject to availability. Adding an item to your cart does not reserve it. If an item becomes unavailable after payment and we cannot fulfil the order, we will contact you and arrange the appropriate refund.
Do you accept bulk or corporate orders?
Yes. For bulk, corporate, wholesale or commercial enquiries, email contactus@weartheclouds.com and we can discuss availability, quantities and applicable commercial terms.
PROMOTIONS & DISCOUNT CODES
Can I use more than one discount code?
Unless a promotion specifically states otherwise, promotional codes may not be combined. Any applicable conditions will be shown with the relevant offer.
Can discount codes be exchanged for cash?
No. Discount codes and promotional discounts do not have a cash value.
INTERNATIONAL ORDERS
Do you ship internationally?
Our current active checkout is set up for UAE delivery. International shipping availability may change in the future. If your destination cannot be selected during checkout, we are unable to ship there at that time.
Will I have to pay customs or import duties if international shipping becomes available?
International orders may be subject to import duties, customs charges, local taxes or clearance fees. Unless expressly shown at checkout as included, these charges may be collected separately by the destination country’s authorities, courier or another third party.
PRIVACY & MARKETING
Will placing an order automatically subscribe me to marketing?
No. Purchasing from weartheclouds does not automatically mean you consent to every form of marketing communication. Where consent is required, you will be given an appropriate opportunity to opt in.
How can I unsubscribe from marketing?
Use the unsubscribe or opt-out option in the relevant marketing message, or contact us at contactus@weartheclouds.com. You may still receive necessary transactional communications relating to orders, deliveries, returns, customer service or account security.
For more information, see our Privacy Policy.
CONTACT US
How can I contact weartheclouds?
OM GROUP INTERNATIONAL FZCO
Trading as weartheclouds
Website: www.weartheclouds.com
Email: contactus@weartheclouds.com
WhatsApp: +971 55 557 0992
For order-related enquiries, please have your order number ready so we can help you more quickly.