Frequently asked questions
Q: What personal information does KeepItCloudy collect?
We only collect the information necessary to process your order safely and deliver it to you. This includes your name, email address, phone number (optional), and shipping address. We also collect basic website analytics (such as page views and traffic source) to improve site performance.
We never collect unnecessary data, and we do not store sensitive payment details on our servers.
Q: How is my information protected?
Your data is stored using industry-standard encryption and protected against unauthorised access. Access is strictly limited to team members who need the information to process orders, handle customer service, or maintain the website.
Q: Does KeepItCloudy share my information with anyone?
No. We only share your information with trusted service providers who help us operate the store (for example: payment processors or shipping carriers).
We never sell, rent, trade, or distribute your data to third parties for marketing or any other purpose.
Q: Can I request my data to be deleted or updated?
Yes. You may contact us anytime at support@keepitcloudy.com
to request:
A copy of your stored information
Correction of incorrect information
Full deletion of your data
We comply with all Australian privacy guidelines and will respond promptly.
Q: How long does it take to process an order?
All orders are processed within 1–2 business days. Once processed, we carefully package and dispatch your order. You will receive a confirmation email once your order is on its way.
Q: What are the estimated delivery times?
Estimated delivery within Australia:
Standard Shipping: 2–8 business days
Express Shipping (if selected): 1–3 business days
Delivery times may vary based on location, courier delays, public holidays, or high-volume periods.
Q: How do I track my order?
Once your item is dispatched, you will receive a tracking number (if available). Tracking updates may take a few hours to appear depending on the courier.
Q: What if my parcel is lost, delayed, or arrives damaged?
If your item arrives damaged, delayed beyond normal shipping timelines, or appears lost in transit, contact us immediately.
We will investigate with the courier, provide updates, and resolve the issue as quickly as possible.
Q: What if I entered the wrong address?
If an incorrect address was entered during checkout, notify us as soon as possible. If your order has not been dispatched yet, we will correct it.
If the parcel has already shipped, we cannot guarantee interception, but we will do everything we can to assist.
Q: Do you accept returns?
Yes—if there is a problem with your order. We accept returns for the following reasons:
The product is faulty
The product arrives damaged
The wrong item was sent
The item is significantly different from what was advertised
Return requests must be made within 7 days of receiving your order
Q: Are there items that cannot be returned?
For hygiene and safety purposes, we cannot accept returns of certain opened or used products. This includes any consumables or personal-use items that cannot be resold.
This policy helps ensure safety, transparency, and compliance with product standards.
Q: How do I request a return?
Email us at ;
support@keepitcloudy.com
with:
Your order number
A photo/video showing the issue (if applicable)
A brief description of the problem
Our team will assist you and provide return instructions if applicable.
Q: How long does it take to receive a refund?
Once your return is approved and the item is received back, refunds are processed to your original payment method.
Banks and payment providers may take 3–7 business days to release the funds.
Q: Can I exchange instead of receiving a refund?
Yes! If you prefer an exchange and the product is in stock, we can arrange that. Simply mention your preference when contacting us
Q: What am I agreeing to when I use this website?
By using KeepItCloudy, you agree to:
Use the website lawfully and responsibly
Not attempt to hack, disrupt, or bypass any part of the website
Provide accurate information during checkout
Acknowledge that product colours, sizes, or photos may vary slightly depending on your device display
Q: Can KeepItCloudy cancel or refuse an order?
Yes. We reserve the right to refuse or cancel orders if:
Information provided is incomplete or incorrect
Payment does not clear
Fraud or suspicious activity is detected
An item is unexpectedly out of stock
A pricing or listing error occurs
If an order is cancelled, you will be notified and refunded immediately.
Q: Are website prices final?
Prices are listed in AUD unless stated otherwise. Pricing may change at any time due to supplier changes, seasonal fluctuations, or promotions.
Q: What happens if there is a mistake on the website?
While we work hard to keep everything accurate, errors can occasionally occur. We reserve the right to correct inaccuracies relating to descriptions, pricing, availability, or shipping at any time—even after an order is submitted.
Q: What if I send the wrong amount?
If an incorrect amount is sent, processing may be delayed until corrected. Contact us and we’ll resolve it quickly.