How to contact us ?
How to Contact Us
We hope you find the answer to your question in this FAQ. If you need further assistance, email us via our contact page or at help@slipclouds.com
Customer satisfaction is extremely important to us. We strive to respond to all inquiries as quickly as possible (within 48 hours).
Please send only ONE MESSAGE at a time.
*Likewise, use only ONE contact method, as contacting multiple channels for the same issue may delay the response time for you and other customers.
Provide as much information as possible, such as the order number (included in confirmation emails), email address, and photos, etc. This will help us assist you as quickly as possible.
Does Slipclouds have a physical store where I can see and buy your products?
No, Slipclouds is an exclusively online boutique. We do not have a physical store.
All our transactions and product views are conducted directly on our website. This allows us to offer a wide range of products and update them regularly.
If you have any questions about our products or need additional information, please feel free to contact us via our online form or customer service.
Shipping Information
What is your Shipping Policy?
We offer free tracked shipping for the US.
Order Processing Time: Fast shipping within 1-2 days (Monday to Friday).
Delivery Time: 7-14 days (Monday to Friday).
We partner with reputable carriers to ensure timely delivery. We do not deliver to pick-up points; we work with USPS and UPS.
If you have any questions about delivery in your region, contact us at: help@slipclouds.com
What is the delivery time for my order?
Delivery Time: 7-14 days (Monday to Friday).
Holiday Period: Due to high demand, delivery times may be extended.
Note: While 95% of our packages arrive within 14 days, factors such as promotions, weather conditions, or stock issues may extend the delivery time up to 21 days.
Order Tracking: If the delivery time seems long, don’t panic! With the tracking number received by email, you can follow the progress of your package at any time.
Additional Information: For more details on our policies, check our website.
My order is delayed, and there’s no update on the tracking link?
Contact:
📧 Email: help@slipclouds.com
📄 Page: Contact
Possible Reasons for Delay:
- Return to Sender: Often due to an insufficient address or failed delivery attempts. Carriers usually try two or three times. If your package is returned, contact us for reshipment.
- Holidays: Increased shipments during holiday periods can cause delays. Your local post office might have information on your order.
- Tip: Check the carrier’s website for more information on potential delays.
Do I have to pay customs or import fees?
Slipclouds cannot be responsible for customs fees in your country. We recommend checking local import taxes if you expect additional charges.
Order marked as delivered but not received?
If your package is marked as delivered but you haven’t received it, please check with your neighbors.
If three business days have passed since it was marked delivered and you still haven’t received your order, contact us at help@slipclouds.com
Why do I have customs fees on my order?
Customs fees are applied by your country’s customs authorities and depend on the nature and value of the imported goods. They are not included in the initial costs of your order.
We recommend checking with your local customs office for a better understanding of potential fees.
Exchanges & Returns
What is our exchange and return policy?
You have 30 days after receiving your order to request an exchange.
Not satisfied? Here’s how:
- Contact our customer service.
- Send your package to the provided address.
- Once received (in original packaging and unused), we will refund your purchase.
Exceptions:
Intimate products (underwear, etc.) are non-refundable.
Before any action:
Check our Return Policy in the site menu.
Need help? Contact us
Why is there no return form in my order?
Environmental Awareness: At Slipclouds, we are fully aware of our impact on our beautiful planet.
Step Towards a Sustainable Future: In our mission to contribute to a more environmentally friendly future, we have decided to eliminate some paper from our packages.
Paper Reduction:
Return forms and invoices are now absent from your orders.
Reason? All this information can be effectively transmitted via email, saving paper.
Our Commitment: Always seeking ways to improve our impact and do what is right for the Earth.
How to request an exchange/return?
Returns & Exchanges
Check our policy: Before any action, refer to our Return Policy to check your product eligibility.
Where to find it? In the menu at the bottom of the site.
Contact us: After verification, our customer support team is here to guide you step-by-step through the process.
We are here to help you!
What is the status of my refund?
Receipt & Validation of your return at Slipclouds
Refund Criteria:
- Not worn
- Not washed
- Original packaging intact
Refund: After validation, Slipclouds commits to refunding you within 14 days. For more information, please consult our Refund Policy.
I received a damaged/defective item. What should I do?
Take a photo of the defective product.
- Contact our customer support team and attach the photos.
- If the defect is confirmed, no need to return the defective product.
- We will send you a new product in perfect condition.
How can I cancel or modify an order?
- 12 hours to act: After placing your order, you have 12 hours to modify or cancel it.
- Past this deadline? This means the order is already being processed and no modification will be possible.
Specific cases:
- If you wish to add an item or change the delivery address after 12 hours, you will need to place a new order.
- Attention! Orders lost due to address errors or incorrect size/color selection will not be refunded or canceled after these 12 hours.
An item is missing from my order. What should I do?
- Contact us quickly!
- Once this information is received, our support team will work to resolve the issue as soon as possible.
- Important Note: It is possible to receive two different tracking numbers for the same order. Some items may be shipped from different centers.
⚠️ Claim Deadline: All claims for missing items must be made within 7 days of the delivery date.
What happens if you send me the wrong item?
Contact us quickly! With this information in hand, our support team will correct the error as soon as possible.
⚠️ Time to claim: Please make sure to contact us within 7 days of the delivery date for any claims regarding an incorrect item.
This translation captures the urgency and guidelines for contacting customer support.
Can I request a refund to another payment method?
Refund to original payment method: We only refund to the original payment method.
Alternative: If not possible, we offer gift cards (credit) equivalent to the full refund amount.
Please consult our Refund Policy for more information.
What if I exceed the 30-day return period?
Don’t panic!
Contact: Email us quickly at help@slipclouds.com
Provide information: Mention your order number and the reason for the delay.
Find a solution: While we are not obligated to accept the return, we are here to help. In some cases, we may consider an appropriate solution.
