SHIPPING & RETURNS

Order Processing

Cloudhouse Flavors will make every effort to have your order out within two business days. In some situations, during holidays and with larger orders, it may take a bit longer to get your package in the mail. We do everything we can get your goods to you as quickly as possible. We will always send you notification if there is a delay, and you will receive notification whenever your package is shipped. Your order will be packaged discreetly and securely. 

Shipping

Cloudhouse Flavors currently offers domestic shipping through Deutsche Post and DHL. Deutsche Post orders can take from 3-6 days for orders in Europe, up to 14 days for orders outside of Europe. DHL shipping averages 2-5 days inside Europe, up to 10 days for orders outside of Europe.

With International shipping please understand that the package may take longer than this. Weekends, holidays, and customs delays can extend the shipping times for packages. This is something completely outside of our control, and your patience is appreciated.

All shipments include tracking. If you are having problems with a shipped package, please contact the representatives at either Deutsche Post or DHL before contacting us. They will be able to give you much more information than we have available. If you are shipping a package outside of the EU it may be stopped, or even turned away, by customs. You are responsible for knowing the customs rules for your country, and Cloudhouse Flavors is not responsible for orders seized or turned away by customs. 

List of German Public Holidays

Mail is not processed on these days. 

Thursday January 01 New Years Day  
Tuesday January 06 Epiphany Baden-Württemberg, Bavaria, Saxony-Anhalt
Friday April 03 Good Friday Friday before Easter Sunday
Monday April 06 Easter Monday Monday after Easter Sunday
Friday May 01 May Day International Workers Day
Sunday May 10 Mothers Day 2nd Sunday in May. Not a public holiday
Thursday May 14 Fathers Day Celebrated on Ascension Day
Thursday May 14 Ascension Day 40 days after Easter
Monday May 25 Whitmonday 7th Monday after Easter. Also Known as Pentecost Monday
Thursday June 04 Corpus Christi Baden-Württemberg, Bavaria, Hesse, North Rhine-Westphalia, Rhineland-Palatinate, Saarland
Saturday August 15 Assumption Day Saarland
Saturday September 19 Oktoberfest Start of Oktoberfest. Not a public holiday.
Saturday October 03 German Unity Day Celebrated on October 3rd
Saturday October 31 Day of Reformation Brandenburg, Mecklenburg-Vorpommern, Saxony,Saxony-Anhalt, Thuringia
Sunday November 01 All Saints Day Baden-Württemberg, Bavaria, North Rhine-Westphalia, Rhineland-Palatinate, Saarland
Wednesday November 18 Repentance Day Saxony. Wednesday before November 23
Friday December 25 Christmas Day  
Saturday December 26 St Stephens Day Second day of Christmas

 

Free Shipping

Cloudhouse Flavors offers free shipping worldwide on purchases over €50,00. We use the Deutsche Post rate for all free shipping orders, so orders sent via free shipping average 2-6 business days.  

Shipping to Non-EU Countries

Please keep in mind that shipments outside of the EU and Switzerland may encounter customs delays. This is out of our control, and you will have to contact your customs agents for more information about your package. We will declare the value of your package on customs forms, and large orders may incur some customs fees and/or VAT taxes. These vary from country to country, but in our experience customers receive packages with very small or no additional fees. Again, this is out of our control and you will have to contact your customs agents for more information. Please do not let this discourage you from ordering, we have had very little trouble with non-EU orders.

Shipping to the UAE may take an extended amount of time. Customs regularly holds packages, and the tracking information provided by the UAE post may not reflect this. Because UAE customs regularly holds packages without updating tracking information we cannot offer refunds or reshipment on missing packages until sixty days after the package ships. It is rare of shipping to take this long, but we have no control over UAE customs and this has happened in the past. 

Returns

Flavors

All purchases of flavor concentrates are final and are non-refundable.  With that in mind, if you have any issues with our products please contact us. We want to keep our customers happy, and we will do what we can to solve any problems that you may have. 

Unclaimed and Returned Packages

All packages shipped from Cloudhouse Flavors are sent with tracking. The tracking number is sent to you via email and is also available through the account page on the website. Packages that are returned to us due to our error (addressing issues, or misprinted labels) will re reshipped at our expense as soon as they are returned. Packages returned to us because of customer error will be reshipped at the customer's expense. It is important that the customer monitor the tracking information provided by DHL or Deutsche Post. It is common for a package to be held by the post office after one delivery attempt. Anything not picked up is usually returned after two weeks. In cases like this the customer will be responsible for paying the cost of reshipping the order. 

If your order is returned to us you will have the option to get a refund only on non-concentrate items. Because concentrates are made to order, all sales are final and no refunds can be given. Shipping costs will not be refunded on packages returned to us as unclaimed.