At Walking On A Cloud, we want you to be completely satisfied with your premium comfort footwear. If for any reason you’re not happy with your purchase, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most unworn, unwashed items in their original condition with all tags attached within 15 days of receiving your order for a refund or exchange. Please note:

  • Items must be in resalable condition with original packaging
  • We cannot accept returns on polish, socks, and sundry items for hygiene reasons
  • Custom or special order items may not be eligible for return
Important: For hygiene reasons, we cannot accept returns on footwear that shows signs of wear or has been worn outdoors. Please try on shoes on carpeted surfaces only.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service within 15 days of receiving your order at [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for approval – We will respond within 1-2 business days with return instructions and an RMA (Return Merchandise Authorization) number.
  3. Package your return – Securely pack the items in their original packaging with the RMA number clearly marked on the outside of the package.
  4. Ship your return – Send the package to our returns center at:
    Walking On A Cloud Returns
    265 Edgewood Avenue
    Fresno, CA 93721
    United States
  5. Wait for processing – Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit card payments: Refunds will appear on your statement within 5-10 business days after processing
  • PayPal payments: Refunds typically appear in your account within 24-48 hours

Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. Clearly indicate in your email which product/style/size you would like to exchange for
  3. We will ship your replacement item once we receive and process your return
  4. If the exchange item is more expensive, you’ll need to pay the difference
  5. If the exchange item is less expensive, we’ll refund the difference

Return Request Email Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Walking On A Cloud Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) for return/exchange:
– Product Name: [Product Name]
– Size: [Size]
– Color: [Color]
– Quantity: [Quantity]

Reason for return/exchange: [Please specify reason]

For exchanges, I would like to exchange for: [Product Name, Size, Color if applicable]

Please let me know the next steps and if you need any additional information from me.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We will arrange for a replacement or refund and provide a prepaid return label if needed.

International Returns

For international customers (excluding certain Asian and remote regions):

  • You are responsible for return shipping costs and any customs fees
  • Please mark the package as “Returned Goods” to avoid additional customs charges
  • Original shipping fees cannot be refunded for international orders

Need Help? Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.