Shipping & Returns
Mainland UK delivery
Shipping cost for Mainland UK is £2.50 via Royal Mail 1st Class.
We currently offer FREE standard UK delivery when you spend over £15
UK orders will be shipped within 2 working days for standard delivery.
If you would like your order quicker, please contact us directly to see if we can arrange a different postage method.
International delivery
International shipping cost varies depending on location, this is calculated at checkout. If you don't see a rate for your shipping destination please email jenna@cloudandcuckoo.com and we'll be happy to help.
All International orders will be shipped within 3 working days.
Orders delivered to destinations outside of the mainland UK may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities.
The recipient of your order is responsible for all customs formalities for the import of the order, and may be required to pay any additional charges for delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside mainland UK. This is particularly important in this post-Brexit world as EU customers will receive a request for duty and VAT due based on your local rates.
The recipient of the order, if different to the person placing the order, will typically receive a separate request for payment of these charges when the goods arrive in the country of destination. So if you are ordering something to be delivered to someone else outside of the UK, please ensure they’re aware that they’ll be responsible for these additional charges.
Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We advise that you check any customs formalities and the import charges applicable in any Non-mainland UK Country before ordering from us.
If the recipient wishes to return the product, they must request a refund of the customs duties and tax directly with their local customs office and must present proof of return.
Shipping Updates.
In some circumstances we may send you emails to update you on your order. Therefore, please ensure you email address is correct when checking out. If you have come to the realisation the email address you provided was incorrect; please email us at jenna@cloudandcuckoo.com with your correct email address and order number.
Easy Returns & Exchanges
We hope you love your purchase as much as we think you will but if for some reason you are not happy with your order then please send your My Friend Goo back to us at:
Cloud and Cuckoo
27 Ringwood Crescent,
Wollaton,
Nottingham.
NG8 1HL
United Kingdom
If you do decide to change your mind about your purchase, you need to inform us within 7 working days of receipt by contacting us at cloudandcuckoo@gmail.com. We will then be happy to make a refund or exchange providing the items are returned complete, unopened, in perfect condition and in their original packaging within a further 7 working days. You will need to pay the costs of returning your package pack to us (return delivery charges are only refundable if you have received an incorrect or faulty item from us). We strongly recommended that you obtain proof of posting and we cannot accept responsibility for lost parcels.
We would like to avoid disputes and want you, our customer, to be happy so if you do have a complaint, please contact us directly at cloudandcuckoo@gmail.com and we will respond to you within 24 hours with a solution.
Refunds
We'll refund your money for the value of the goods, excluding original postage costs (postage will only refunded if the item is faulty or you have received an incorrect item) within 1 week of receiving your return. All monies will be returned via your original payment method.
Incorrect or faulty items
We really hope this doesn't happen but if it does then we are of course happy to accept responsibility for our mistake. If you have received an incorrect or faulty item, please email us at cloudandcuckoo@gmail.com with your order number and provide details (and whether you require a refund or a replacement). We will then respond to you and let you know how to proceed.
Please note that as our items are all individually handmade, some imperfections may appear in the latex. These are perfectly normal and do not effect the performance of your teething toy (My Friend Goo & My Friend Hoot) and they do not constitute a faulty item.