FAQs

Orders

Can I modify or cancel?

If your order has not yet been packed or dispatched, please contact us as soon as possible. While we will do our best to assist, we cannot guarantee changes once processing has begun.

What if I entered the wrong shipping address?

Please contact us immediately. If your order has not been dispatched, we'll update your address where possible.

How do I know if my order has been confirmed?

You'll receive an order confirmation email shortly after your purchase. Once your order has been dispatched, we'll send a separate email with your tracking details.

Shipping

Do you ship internationally?

Yes. We ship to selected international destinations. Shipping availability and costs are calculated at checkout.

How long does shipping take?

Australia: approximately 2–8 business days.

International: delivery times vary depending on destination and customs processing.

Will I have to pay customs or import duties?

International customers may be required to pay customs duties, taxes, or import fees imposed by their local authorities.

Products

Will the product look exactly like the photos?

We strive to represent our products as accurately as possible. However, colours may vary slightly depending on your device or lighting conditions.

Why does my Heritage Collection item look slightly different?

Our Heritage Collection celebrates craftsmanship. Minor variations in colour, pattern placement, or finishing are part of the character of handcrafted pieces.

How do I care for my products?

Please refer to our Care Guide for detailed washing and care instructions.

Returns

Can I return my order?

Yes. Eligible items may be returned within 14 days of delivery in accordance with our Returns & Refund Policy.

Can I exchange an item?

If an exchange is available, we'll gladly assist subject to stock availability.

Curated Goods

Are your food products halal?

Where applicable, halal certification will be stated on the product packaging or product page.

Can I return food products?

For health and safety reasons, opened food products cannot be returned unless required under Australian Consumer Law.

Payments

What payment methods do you accept?

We accept the payment methods displayed at checkout.

Is my payment secure?

Yes. Payments are processed through secure third-party payment providers. Cloud Nine by Skye does not store your credit or debit card information.

Brand

Where are Cloud Nine by Skye products designed?

Our collections are thoughtfully designed by Cloud Nine by Skye, with selected products responsibly sourced and manufactured by trusted partners.

Do you use AI-generated images?

Some campaign visuals or creative imagery may be AI-assisted or digitally enhanced for storytelling purposes. Product descriptions and specifications remain the authoritative source of product information.

Contact

How can I contact Customer Care?

You can reach us anytime via:

Email: hello@cloudninebyskye.com

We aim to respond within 1-2 business days.