Shipping policy
Effective date: 16 October 2026
Last updated: 21 October 2026
This Shipping Policy applies to purchases from Norevix Group LLC, doing business as CLOUDELLE ("Cloudelle," "we," "us," or "our") at https://trycloudelle.com. It should be read with our Terms of Service and Refund Policy.
Legal entity: Norevix Group LLC
Support: support@trycloudelle.com
Phone: +1 (551) 350-2581
Mailing address: 1209 Mountain Road Pl NE, Ste N, Albuquerque, Bernalillo County, NM 87110, United States
1. Overview
Thank you for shopping with Cloudelle. We deliver our padded play mats using trusted third-party carriers and fulfilment partners. Delivery dates are estimates, not guarantees.
2. Free delivery
Standard delivery is free on every order, with no minimum spend.
3. Order processing
Orders are processed within 1–3 working days after payment is received, unless the product page or checkout says otherwise. Working days are Monday to Friday, excluding public holidays.
During busy periods, such as holidays or promotions, processing may take a little longer. If there will be a significant delay, we will let you know by email.
We may cancel or delay an order if payment fails, the address cannot be verified, the destination is restricted, or the item is out of stock. If we cancel, we will refund you in full.
4. Dispatch and delivery
Orders are dispatched within 1–3 working days. As soon as your order ships, we will email you a tracking link so you can follow your parcel to your door.
Carrier capacity, weather, and remote locations (such as the Scottish Highlands and islands or Northern Ireland) can add time. Use your tracking link for the most up-to-date status.
5. Order tracking
When your order is dispatched, we will email you a tracking link. Please allow 24–48 hours for the carrier to show movement. If you have not received tracking within 5 working days after the processing window, or tracking has not updated for an extended period, contact support@trycloudelle.com with your order number.
6. Delivery address
Please provide a complete and accurate delivery address, including flat number and postcode. Because our mats are large parcels, we cannot deliver to PO boxes, parcel lockers, or BFPO addresses.
If a parcel is returned to us because of an incorrect address, refusal, or failure to collect, contact us. We can reship it, or refund the product price minus the actual costs of delivery and return.
Please make sure someone can receive the parcel. Carriers may leave parcels according to their own delivery rules.
7. Delivery delays
Delays may occur due to customs checks, carrier disruptions, severe weather, peak-season demand, public holidays, or failed delivery attempts. These events are often outside our control, but we will help you with the carrier when you contact us.
8. Lost, stolen, or damaged parcels
Please inspect your parcel when it arrives. If it is damaged or the mat is damaged, take photos of the outer box, inner packaging, and product, and email support@trycloudelle.com as soon as possible with your order number. We will arrange a replacement or refund.
If tracking shows delivered but you do not have the parcel, contact us within 7 days of the delivery scan. We will open a carrier investigation and, depending on the outcome, arrange a reshipment or refund.
If your parcel is confirmed lost in transit, we will send a replacement or issue a full refund.
9. Large items
Our mats are delivered rolled or folded in large, padded parcels. Some carriers may have size limits for certain destinations. If an item cannot be delivered to your address, we will contact you and refund that item.
When you unpack your mat, it may need some time to fully flatten and recover its shape. This is normal for padded materials.
10. Customs duties and taxes
The total shown at checkout includes any taxes we are required to collect. For some international deliveries, your local customs authority may charge additional import duties, VAT, or handling fees on arrival. Those charges are your responsibility unless checkout clearly included them. Refusing to pay customs may result in the parcel being returned, and refunds may exclude return costs.
11. Order changes and cancellation
If you need to change your address or cancel before dispatch, email support@trycloudelle.com straight away. Once the order is dispatched, we may be unable to change it, but you can still return it under our Refund Policy.
12. Contact
Questions about delivery or your order:
Norevix Group LLC (Cloudelle)
Attn: Shipping / Customer Support
1209 Mountain Road Pl NE, Ste N
Albuquerque, Bernalillo County, NM 87110
United States
Email: support@trycloudelle.com
Phone: +1 (551) 350-2581