Customer Services

 

Customers services for SHIPPING & DELIVERY

 You will find here below our customers services policies. Please, fell free to contact us to get any further details required or clarify any information.

US dollars is the only currency used for international purchases. 

 

Shipping Fees & Delivery Services:

Flat rate for Europe: 30 USD

Flat rate for rest of the world: 25 USD

Please note we deliver our merchandises from Bali island, Indonesia, where we manufacture all our items. For international orders, we are using EMS POS Indonesia International services, a fast expedition services including tracking. 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.

The delivery time and transportation connectivity are set to achieve the Universal Postal Union (UPU) standard. Following credit card authorization and verification or Paypal payment, you will receive your order within approximately 5-10 days (Monday through Friday). This timeframe does not include weekends or holidays.

Above the Clouds may cancel any order and process a refund to any customer which destination is not covered by EMS services, or any destination where flat rate applied does not cover the expedition fees.

Please contact us at info@above-theclouds.com and Above the Clouds Customer Service will gladly assist you with any questions relating to your order.

 

Shipping Restrictions

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.

 

Taxes and customs

The prices are displayed in USD and do not include any duty or taxes on destination country; as a result, these costs due when order is delivered are responsibility of customer.

 

Return policies

We accept returns within 30 days of the delivery date, except ”On sales” items that are not eligible for a return or refund. If you choose to return an item, we will provide you with a credit of the original merchandise price. Please note, we will not refund original shipping charge. This credit will be deduced from your next purchase order, or reimbursed to you, at your convenience. Please note that you will still be responsible for any shipping charges. Returned merchandise must not be worn, altered or washed and all original tags must be attached. Merchandise must be returned in original packaging.

 

Exchanges

Please contact customer service at info@above-theclouds.com to assist you with your exchange. We will place a new order and ship it for you afer payment reception. Return the original merchandise and upon receipt, we will issue a refund in the original form of payment.