Tilda Clouds Online Store

Important information — Custom Orders

Some products in our Store are handmade to individual order (so-called custom orders). These are knitted products made specifically according to your preferences regarding colour, size, or design. These products cannot be returned or exchanged because they are made exclusively for you and cannot be resold.

1. Returns

We have a 14-day return policy for products from our regular collection. This means that you have 14 days from the date you receive the product to request a return.

To be eligible for a return, all of the following conditions must be met:

• the product must be in the same condition in which it was received — undamaged and unwashed;
• it must be unused and show no signs of wear;
• all tags must remain attached;
• it must be returned in its original packaging;
• a receipt or other proof of purchase is required.

To initiate a return, contact us at hello@tildaclouds.pl. Returns should be sent to: ul. Norwida 2/55, 76-200 Słupsk, Poland.

The Customer is responsible for the return shipping costs. We do not refund the original delivery costs or the costs of returning the product to us. We recommend using a postal or courier service that provides shipment tracking. We are not responsible for parcels that fail to reach us due to the carrier’s fault.

Products returned to us without prior notification will not be accepted.

2. Complaints

All products sold in the Store are handmade with due care. As the seller, we are liable for physical and legal defects in products in accordance with the statutory warranty provisions of Articles 556 et seq. of the Polish Civil Code.

When can you submit a complaint?

You may submit a complaint if:

• the product has a manufacturing or workmanship defect, such as an error in the knit, a damaged thread, or a faulty fastening;
• the product does not match the description or photographs presented in the Store;
• the product was damaged during transport.

How can you submit a complaint?

Complaints should be submitted by email to hello@tildaclouds.pl. Please include the following information in your message:

• your full name and contact details;
• your order number;
• a description of the defect or non-conformity;
• photographs documenting the defect.

We will review your complaint within 14 calendar days of receiving it and notify you of our decision by email.

Possible complaint resolutions

Depending on the nature of the defect and your preferences, we may offer:

• repair of the product, such as correcting the knit or replacing a component;
• replacement of the product with a new, defect-free item;
• a price reduction;
• a full refund if the defect is significant and neither repair nor replacement is possible.

Important: Complaints do not cover damage caused by improper use or washing contrary to the care instructions supplied with the product.

3. Damage and order issues

Please inspect your order carefully upon receipt. If the product is defective or damaged, or if you have received the wrong product, contact us immediately at hello@tildaclouds.pl so that we can assess the situation and resolve it as quickly as possible.

4. Exceptions — non-returnable products

The following categories of products cannot be returned:

• custom-made products (custom orders) — products knitted by hand according to your specifications regarding colour, size, or design;
• sale items and gift cards;
• products showing signs of wear, use, or washing.

If you are unsure whether a particular product is eligible for return, please contact us before making your purchase.

5. Exchanges

Exchanges are available only for products from our regular collection. Custom-made products cannot be exchanged.

The quickest way to obtain a different product is to return the item you purchased, once your return request has been accepted, and place a new, separate order.

6. 14-day right of withdrawal (EU)

If the product is shipped within the European Union, you have a statutory right to withdraw from the agreement within 14 days of receiving the product, without providing a reason.

This right does not apply to custom-made products manufactured according to your individual specifications, pursuant to Article 38(3) of the Consumer Rights Directive.

In all other cases, the product must be returned undamaged, with all tags attached and in its original packaging, together with the receipt or other proof of purchase. The Customer is responsible for the return shipping costs.

7. Refunds

After receiving and inspecting the returned product, we will notify you whether your refund has been approved or rejected.

If the refund is approved, the funds will automatically be returned to your original payment method within 10 business days. The refund covers the value of the product only; delivery costs are non-refundable. Please remember that your bank or credit card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@tildaclouds.pl.

Chmury Tildy Bożena Frąckowiak • ul. Norwida 2/55, 76-200 Słupsk, Poland • hello@tildaclouds.pl • 506 870 745