FREQUENTLY ASKED QUESTIONS

> ORDER

What is the status of my order?

  • You can track the status of your order from the "ORDERS" section on your account page.
  • We will send you a confirmation email upon successful checkout.

Can I amend my order?

  • We can only amend orders that are not dispatched yet.
  • Orders cannot be cancelled upon confirmation.
  • To make changes to your order, please email us at contact@headsinthecloud.com

> PAYMENT

What payment methods do you accept?

  • You can purchase on headsinthecloud.com using a debit or credit card.
  • We also support for Apple Pay, Google Pay.

> SHIPPING

Where do you ship?

  • We ship worldwide.

How long does it take to ship my order?

  • Once you've placed your order, it usually takes 24 to 48 hours (excluding weekends and holidays) to process it for delivery.
  • You will receive an email once your order has been dispatched.

When will my order arrive?

  • Hong Kong & Macau: 1-3 Business Days
  • Rest of the World: 8-14 Business Days

How much does shipping cost?

  • FREE Hong Kong & Macau delivery for orders over 850 HKD.
  • FREE Worldwide delivery for orders over 1800 HKD.
  • Hong Kong & Macau delivery under 850HKD: 60 HKD.
  • Worldwide delivery under 1800 HKD: 240 HKD.
  • SAMPLES ONLY delivery Worldwide & Macau: 60 HKD.
  • SAMPLES ONLY delivery Hong Kong: Free.

> RETURNS

Do you accept returns?

We accept returns in respect to the following conditions:
  • The item must be returned in their original packaging, unused, unaltered, and sealed.
  • The return request is made within 7 days of delivery.
  • The item is returned within 7 days of the return request.
  • Returns of samples and discovery sets are not accepted.
Customers are responsible for covering the cost of return shipments.

Can I exchange an item?

  • We do not accept exchanges at the moment. You are welcome to return the item you don't wish to keep and place a new order for the item that you want instead.

How long does it take to process a return?

  • Returns will be processed within 7 days of receiving the package at our warehouse. 

> TAXES & DUTIES

  • Some international packages may be subject to taxes, customs duties and fees levied by the destination country 'Import Fees' and the cost is not covered in payments you made to us. 
  • The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
  • For more information, please contact your local customs office.