SHIPPING & RETURNS

Order Processing

Cloudhouse will make every effort to have your order out within two business days. In some situations, during holidays and with larger orders, it may take up to four days to get your package in the mail. We do everything we can get your goods to you as quickly as possible. We will always send you notification if there is a delay, and you will receive notification whenever your package is shipped. Your order will be packaged discreetly and securely. 

Shipping

Cloudhouse currently offers domestic shipping through Deutsche Post and DPD. Deutsche Post orders can take from 3-8 days for orders in Europe, up to 14 days for orders outside of Europe. DPD shipping averages 1-5 days inside Europe, up to 14 days for orders outside of Europe.Shipping to countries with severe customs restrictions can take substantially longer. Shipping to Germany will also have the option to use DHL Paket. 

With International shipping please understand that the package may take longer than this. Weekends, holidays, and customs delays can extend the shipping times for packages. This is something completely outside of our control, and your patience is appreciated. The shipping times quoted are estimated shipping times, and are in no way guaranteed. Packages may take longer, it is simply the nature of international post. Refunds will not be given for packages that take longer than the estimated shipping time. 

All shipments include tracking. If you are having problems with a shipped package, please contact the representatives at either Deutsche Post or DPD before contacting us. They will be able to give you much more information than we have available. If you are shipping a package outside of the EU it may be stopped, or even turned away, by customs. You are responsible for knowing the customs rules for your country, and CloudHouse Vapor is not responsible for orders seized or turned away by customs. 

List of German Public Holidays

Mail is not processed on these days. 

Thursday January 01 New Years Day  
Tuesday January 06 Epiphany Baden-Württemberg, Bavaria, Saxony-Anhalt
Friday April 03 Good Friday Friday before Easter Sunday
Monday April 06 Easter Monday Monday after Easter Sunday
Friday May 01 May Day International Workers Day
Sunday May 10 Mothers Day 2nd Sunday in May. Not a public holiday
Thursday May 14 Fathers Day Celebrated on Ascension Day
Thursday May 14 Ascension Day 40 days after Easter
Monday May 25 Whitmonday 7th Monday after Easter. Also Known as Pentecost Monday
Thursday June 04 Corpus Christi Baden-Württemberg, Bavaria, Hesse, North Rhine-Westphalia, Rhineland-Palatinate, Saarland
Saturday August 15 Assumption Day Saarland
Saturday September 19 Oktoberfest Start of Oktoberfest. Not a public holiday.
Saturday October 03 German Unity Day Celebrated on October 3rd
Saturday October 31 Day of Reformation Brandenburg, Mecklenburg-Vorpommern, Saxony,Saxony-Anhalt, Thuringia
Sunday November 01 All Saints Day Baden-Württemberg, Bavaria, North Rhine-Westphalia, Rhineland-Palatinate, Saarland
Wednesday November 18 Repentance Day Saxony. Wednesday before November 23
Friday December 25 Christmas Day  
Saturday December 26 St Stephens Day Second day of Christmas

 

Free Shipping

Cloudhouse offers free shipping to Europe on purchases over €50,00. Worldwide free shipping is offered on orders over €75,00. We use the Deutsche Post rate for most free shipping orders, so orders sent via free shipping average 2-6 business days inside Europe. Shipping times can be substantially longer to countries outside of Europe.  

Shipping to Non-EU Countries

Please keep in mind that shipments outside of the EU and Switzerland may encounter customs delays. This is out of our control, and you will have to contact your customs agents for more information about your package. We will declare the value of your package on customs forms, and large orders may incur some customs fees and/or VAT taxes. These vary from country to country, but in our experience customers receive packages with very small or no additional fees. Again, this is out of our control and you will have to contact your customs agents for more information. Please do not let this discourage you from ordering, we have had very little trouble with non-EU orders.

Shipping to the UAE, Turkey, or Saudi Arabia may take an extended amount of time. Customs regularly holds packages, and the tracking information provided by the UAE, Turkish, or Saudi Arabian post or DHL may not reflect this. Because UAE, Turkish, or Saudi Arabian customs regularly holds packages without updating tracking information we cannot offer refunds or reshipment on missing packages until sixty days after the package ships. It is rare of shipping to take this long, but we have no control over customs and this has happened in the past. All orders to the UAE, Turkey, and Saudi Arabia are made at the risk of the customer. By purchasing through Cloudhouse you acknowledge that we are not responsible for delays in shipping or actions taken by the customs office.

Shipping to the UAE, Turkey, or Saudi Arabia can take a very long time if customs gets involved, it is likely that your tracking will not be updated once the package arrives to the country, and there is the possibility that the package will be turned away. If a package is seized or turned away by customs there are no refunds. If you are not comfortable with these possibilites it is best not to order. 

Returns

Hardware

You may return any unopened and unused hardware for a full refund within 30 days of purchase. You are responsible for all shipping charges when returning items to Cloudhouse. Shipping charges are non-refundable if the item is being returned for any reason other than the item being DOA on arrival. Your shipping costs will be refunded to you if the item was not working when you received it. Basically, if it isn't your fault you shouldn't have to pay anything to return it. We may charge a 20% restocking fee if the original packaging is not in brand new condition. Items returned 

E-cigarettes and tanks are consumable products. Use of these items will wear them out, requiring them to be replaced at some point in time. We do not guarantee the life of any hardware products longer than stated below, so keep that in mind when you make a purchase. Atomizers wear out, and you should expect to go through 3-5 per month. How your atomizer tastes is beyond our control, and off flavors are almost always caused by improper use of the equipment. Any complants related to taste are not warrantied.

All hardware (including kits, batteries, atomizers, cartomizers, and clearomizers) have a DOA warranty only. If your hardware stops working within 30 days from delivery, we will replace the item. Damage caused to the item by your own negligence (dropping your battery in the water, running it over with your car, or using it in a way other than that which is recommended by the manufacturer, for example) voids the warranty and makes the purchase non-refundable. We do, of course, honor all manufacturers return policies, some some items may be returned beyond the 30 day DOA warranty. A 20% restocking fee may be charged on returned items, depending on the situation surrounding the return. 

If you would like to return a product for exchange, replacement, or refund, please send us an email providing as much information as possible. Include your order number, full name, address, phone number, and a detailed reason for your return. You must contact PRIOR to returning the item. Items returned without contacting us are not eligible for refund or replacement. Any return inquiries may be sent to sales@cloudhousevapor.com.

Return items must be packaged correctly. You must include all parts, packaging material, instructions, and other related items when you return the product. This means that, within reason, the item must be returned in the same condition that you received it. All items must be returned in a padded envelope or box. Any damage that occurs while the item is in transit back to Cloudhouse will be the responsibility of the purchaser. 

The item (or items) must be shipped back to us at your expense. Once we review the return, any replacement items will be sent to you at Cloud House Vapor's expense. Refunds may take up to four business days to completely process, so please be patient. 

E-liquids

All purchases of e-liquids and other liquid products, including DIY ingredients, are final and are non-refundable.  With that in mind, if you have any issues with our e-liquids or other liquid products please contact us. We want to keep our customers happy, and we will do what we can to solve any problems that you may have. 

Unclaimed and Returned Packages

All packages shipped from Cloudhouse are sent with tracking. The tracking number is sent to you via email and is also available through the account page on the website. Packages that are returned to us due to our error (addressing issues, or misprinted labels) will re reshipped at our expense as soon as they are returned. Packages returned to us because of customer error will be reshipped at the customer's expense. It is important that the customer monitor the tracking information provided by DHL or Deutsche Post. It is common for a package to be held by the post office after one delivery attempt. Anything not picked up is usualy returned after two weeks. In cases like this the customer will be responsible for paying the cost of reshipping the order. 

If your order is returned to us you will have the option to get a refund only on hardware items. Because juice and concentrates are made to order, all sales are final and no refunds can be given. Shipping costs will not be refunded on packages returned to us as unclaimed.