No shipments to Russia, Belarus and Ukraine due to current events. Please stay saFe!
Official Cloud9 product
Adjustable in size
30-days return policy
All apparel items can be returned within thirty days of receipt, to be exchanged into a different size or re-funded. The customer needs to arrange and pay for the return shipping cost.
All returned items must be in "as new" condition. "As new" means unwashed, unworn, and unmodified in any way. We cannot exchange or return items that have been returned with strong smells such as perfume/cologne, detergent, and cigarette smoke. "As new" also takes into consideration any orders that included any in-game codes. We cannot issue refunds on any item that included an in-game code unless the code has not been used.
All non-apparel products (including collectibles) can be returned within thirty days of receipt, if the product has not been unpacked, and is in its original state and condition. Included bonus codes must be unused.
Please do not send us product(s) that do not meet the return criteria listed above, as we do not issue refunds for non-qualifying items and cannot return the items to you.
How to arrange a return/exchange?
All you will need to do is send the items back to the warehouse address provided by our shop customer support (or find it listed below) - please include your order number. ESL does not provide return labels at this time. You can send the item(s) with whatever postal carrier you choose however, we always recommend getting tracking.Please note that we do not refund shipping fees.
If you wish an exchange please write us via the contact form which product you would like to exchange. Please make sure to also include your order number.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
I received an incorrect or damaged item!
Please accept our apologies. Contact us via the contact form and we will help you getting a perfect good. Please provide details of the fault and where possible attach pictures to your message.
Will you refund my postage cost to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
If we sent you the wrong item
If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
Right of withdrawal
Without prejudice to your statutory rights, those who live in the EU qualify as consumers within the meaning of Section 13 of the German Civil Code (BGB) are entitled to cancel an order. The german consumer protection doesn’t apply for people located in a non-EU country.
EU citizens have the right to cancel contracts within 14 days without stating a reason. The cancellation period will expire after 14 days from the day on which you or a third party other than the carrier received the item(s) thus acquiring physical possession of the goods.
To exercise the right to cancel, you must inform us via contact form of your decision to cancel this contract by a clear statement. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods. You need to send back the received goods with informing us about the withdrawal, but not later than 14 days. Please send the goods to:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Exceptions to the right to cancel
Gift cards are non-returnable items. The revocation of this contract is not possible.
2-5 business days
3-15 business days
4-15 business days
Rest of the World
4-15 business days
Shipping cost and application of Free Shipping threshold can vary for Heavy/Bulky Items and Print-on-Demand products, and will be calculated during the check-out process.
We have now resumed to ship to most countries worldwide. International shipping restrictions are changing constantly. Sometimes we might not be able to ship into certain parts of a country, or ship parcels beyond a certain weight or dimensions. Please reach out to our customer service under firstname.lastname@example.org if your order has not shipped within 2 business days and you suspect you are affected by one of these issues.
We will revisit shipping cost frequently and adjust it based on latest developments.
Due to the Coronavirus impacting international freight, our shipping rates are subject to change. Please refer to the checkout process for the latest valid rates.
Delivery delays might occur. We might be forced to temporarily stop servicing certain overseas countries entirely.
Your order may be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) upon delivery. The standard international shipping charges you pay to ESL only cover shipping cost, and do NOT include customs fees, import taxes, brokerage fees, or duties. If payment of additional fees is refused at the time of delivery, the shipment will be returned to us. At that point, we can refund your purchase price, not including shipping costs.
Please note that we currently do not ship to the following countries: Algeria, Indonesia, Malaysia, Marocco, Philippines, Tunisia