Question 1

How can I contact you about an issue or complaint?

Accepted Answer

To speak to us directly about an issue, or to make a complaint, please email us: design@cloudn9ne.co.uk a member of the team will get back to you within 1 working day. Be sure to include your order number to help us assist you efficiently.

Question 2

I never got my order, what to do?

Accepted Answer

Before reaching out, please ensure you have checked your tracking information, which was sent to the contact details you provided at checkout at the time of dispatch.Also, kindly review the turnaround time for your specific product. Some of our items may take up to 40 days to arriveIf you still believe there is an issue with your order, please don’t hesitate to contact us at design@cloudn9ne.co.uk. A member of our team will respond within one working day.Be sure to include your order number to help us assist you efficiently.

Question 3

How will the design process work after I pay?

Accepted Answer

Once your order is placed, we’ll work with you one-on-one via your preferred contact method. We offer unlimited design revisions based on your brief to ensure you’re completely satisfied with the result.If you’d like to share any additional details after placing your order, feel free to get in touch. See our contact methods for more information HERE - ensure to provide your order number when reaching out.We will usually provide a first draft within 24-48 hrs of your order/design brief for non complex design services.

Question 4

I want to order the same product but with different design variants, is this possible?

Accepted Answer

Yes — if you'd like to split your order across multiple artwork designs, or if you need variant designs spread across your total quantity, please email us at design@cloudn9ne.co.uk for a custom quote.Although you can place separate orders by adding items to your cart individually, we highly recommend reaching out first, as we may be able to bundle your request and save you money.In some cases we can offer multi-artwork splits at no additional cost, pricing may vary depending on the product and complexity of the request. This type of customization isn’t available directly through our website, as each project is unique.

Question 5

What does MOQ stand for?

Accepted Answer

Minimum order quantity.

Question 6

What is your refund/return policy?

Accepted Answer

At Cloud N9ne, we are committed to delivering high-quality products with a smooth, transparent customer experience. Due to the custom nature of many of our items, our return and refund policy is outlined clearly below.Custom Printed ProductsCustom items are created specifically to your requirements and therefore are not eligible for refunds or returns unless the product is faulty or printed incorrectly.Design Proofing: For custom designs created by Cloud N9ne, a digital proof will always be sent to you for approval before printing begins. You are responsible for reviewing and confirming all details at this stage.Print-Ready Files: If you supply your own artwork and it meets our print specifications, production may begin immediately upon order receipt. In these cases, there may be no opportunity to cancel or modify your order once submitted.Faulty or Incorrect Prints: If your item arrives with a printing error that differs from the approved proof or submitted design, we will offer either a full refund or a free reprint.Non-Resalable Goods: Once a custom item has been printed with your design, it cannot be resold. For this reason, we do not accept returns or issue refunds on correctly printed, approved designs.Plain & Stock PackagingProducts such as Plain Packaging or Stock Packaging may be eligible for return or refund under the following conditions:The item is received damaged or incorrect.You notify us within 14 days of delivery.The item is unused, unopened, and in original condition.To initiate a return, please contact our team at design@cloudn9ne.co.uk with your order number and details of the issue. If your return is approved, you will be asked to ship the item back to us. Refunds will only be processed after the item is received and inspected.Additional TermsReturn shipping is the responsibility of the customer unless the item is confirmed to be faulty or sent in error.Refunds, when applicable, will be issued to your original payment method within 5–10 business days of receiving the return.We reserve the right to decline returns that do not meet the criteria stated above.If you have any questions about your order or whether you’re eligible for a refund, feel free to reach out to our team. We’re here to help.

Question 7

How long will it take to dispatch my order?

Accepted Answer

While we aim to dispatch all items promptly, many of our products involve extensive preparation and printing. As such, production turnaround times may vary depending on product type, order volume, and what design is involved. Each product listing includes a detailed description with estimated turnaround times clearly noted in bold.Need an Update? If you would like an update on your order status or tracking, please don’t hesitate to reach out to us. Our team will respond as quickly as possible with the latest information.Thank you for choosing Cloud N9ne – we appreciate your trust in us to deliver quality, custom products with care.

Question 8

How long does shipping take after my item is dispatched?

Accepted Answer

We currently ship using the following trusted carriers:DHL Express – For fast, reliable international and domestic shipmentsRoyal Mail – For smaller parcels and UK-based standard deliveriesShipping method and estimated delivery time will depend on the size, weight, and destination of your order. Tracking details will be provided as soon as your order has been dispatched.UK ORDERsThe delivery dates are estimated and Royal Mail aim to deliver Tracked 24 items the next working day, however they can take up to 2 days. Tracked 48 items are usually delivered within 2-3 working days from dispatch. Tracked 48 has a delivery aim of two days for over 94% of our postcodes. We provide tracking numbers when your item is shipped, these are sent to the contact method you provided at checkout (Email or phone number.) Please allow at least 3 working days from when your product was shipped before you contact us. REST OF WORLD ORDERsWe aim to usually deliver to Europe within 2-5 business days. We aim to usually deliver to Rest of World within 2-10 business days. We provide tracking numbers when your item is shipped, these are sent to the contact method you provided at checkout (Email or phone number.) Please allow 10 working days from when your product was shipped before contacting us. Please email design@cloudn9ne.co.uk with your order number and tracking number if you think there is an issue and it has been at least 10 working days since your order was dispatched and you haven't received it. We will get back to you ASAP, We usually respond within 1 working day.

Question 9

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. The shipping fee may vary depending on your location. We aim to deliver all International orders within 6-8 working days of dispatch.

Question 10

How to track my order?

Accepted Answer

We provide tracking numbers when your item is shipped, these are sent to the contact method you provided at checkout (Email or phone number.)Sometimes tracking numbers may not update instantly this is because when we mark it as shipped it may not have been scanned into the network yet.

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