FAQ
Orders & shipping
Where do you ship?
To Sweden, Norway, Denmark, Finland and the rest of Europe.
What does shipping cost?
Sweden: always free.
Norway, Denmark, Finland: 59 SEK, free from 399 SEK.
Rest of Europe: 89 SEK, free from 699 SEK.
How long does delivery take?
We dispatch orders within 1 to 2 business days. Delivery then takes 1 to 3 business days in Sweden, 2 to 5 business days to Norway, Denmark and Finland, and 5 to 10 business days to the rest of Europe. Orders placed on a weekend or public holiday are processed the next business day.
How do I track my order?
When your order is dispatched, we email you a tracking number that you can use on the PostNord or DHL website. If you haven't received it within 3 business days of ordering, email info@cloudandglow.com.
What if my parcel is lost or damaged?
We are responsible for your order until you have received it. Email info@cloudandglow.com with your order number and we will send you a replacement or give you a full refund, as you prefer.
Will I pay customs or import fees?
Orders to Norway, and to other countries outside the EU, may be charged customs duties or local taxes on arrival. These are paid by the recipient and are not included in our shipping rates.
Returns & refunds
Can I return my order?
Yes. You have 30 days from receiving your order to withdraw from your purchase, without giving a reason. This also applies to sale items and gift cards. Goods delivered sealed that cannot be returned for health or hygiene reasons can only be returned if the seal is unbroken.
How do I make a return?
Email info@cloudandglow.com with your order number, or use the withdrawal form in our Return & Refund policy. Within 2 business days we send you a prepaid return slip. Send the goods back within 14 days of telling us.
Does a return cost anything?
The return shipping cost is deducted from your refund: 49 SEK for orders under 2,000 SEK, and 89 SEK for orders of 2,000 SEK or more. You never pay return shipping if the item is faulty or we sent the wrong item.
When will I get my refund?
We refund everything you paid, including the original standard delivery cost, within 14 days of you telling us you want to return your order. We may wait until we have received the goods back, or until you have shown that you sent them. We refund to the payment method you used.
Can I open the product before deciding?
Yes. You can open the package and look at the product the way you would in a shop. If the product has lost value because it was handled more than that, we may deduct the loss in value from your refund.
My item is faulty or wrong. What do I do?
Email info@cloudandglow.com with your order number and, if you can, a photo. You can complain about faults for up to three years from delivery, and a complaint made within two months of noticing the fault is always on time. Depending on the situation, you are entitled to a repair, a replacement, a price reduction or a full refund, and we pay the return shipping.
Our products
What silk do you use?
100% mulberry silk, 22 momme, Grade 6A, certified to STANDARD 100 by OEKO-TEX® (certificate no. 21.HCN.68112). Our pillowcases are 50 x 60 cm with an envelope closure.
How do I wash my silk?
Hand wash in cold water with a pH-neutral, silk-friendly detergent, or machine wash on a delicate cycle at maximum 30°C inside a mesh laundry bag. Don't use bleach or fabric softener. Lay flat or hang to dry out of direct sunlight, and never tumble dry. Iron on the lowest silk setting, on the reverse side, if needed.
What are your gua sha tools made of?
Rose quartz, white jade, green aventurine, obsidian, opalite, Bian stone or stainless steel. Natural stone varies in colour and pattern, so every stone piece is unique.
How do I clean my gua sha?
Wipe it with a soft, damp cloth and dry it thoroughly. Store it where it won't get chipped or scratched.
How long is an LED mask session?
A session with the RejuvenateLED Face Mask lasts 10 minutes, and the mask switches off automatically. Read the user manual before first use, and always wear the eye protection that comes with the mask.
How do I clean the LED mask?
Wipe it with a damp cloth or a water-based cleanser, and use 70% alcohol for stubborn marks. Store it somewhere cool and dry, away from direct sunlight.
Where to buy
Where else can I buy Cloud & Glow?
At Apohem, Apotea, Apotek Hjärtat, Boozt, Lyko, MEDS and Åhléns. The range varies between retailers.
I'm a retailer. How do I get in touch?
Email charlotte@cloudandglow.com.
Contact
How do I contact you?
Email info@cloudandglow.com, call +46 70 716 10 12, or use the form on our Contact page. We aim to reply within 2 business days.
