Shipping policy
Last updated: 15 June 2026
Thank you for shopping with CLOUZE. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.
Order Processing
Orders are processed after payment confirmation.
Please allow 1–3 business days for us to process and prepare your order before dispatch. During product launches, promotions, restocks, public holidays, or high-volume periods, processing may take slightly longer.
Orders are not processed, shipped, or delivered on Sundays or public holidays.
Once your order has been dispatched, you may receive a confirmation email, SMS, or tracking details where available.
Shipping Within Sri Lanka
CLOUZE ships orders within Sri Lanka.
Estimated delivery times after dispatch are:
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Colombo and suburbs: 1–3 business days
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Other areas in Sri Lanka: 2–5 business days
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Remote or outstation areas: Delivery may take longer depending on courier availability and location
Delivery times are estimates only and are not guaranteed. Delays may occur due to courier issues, weather, public holidays, incorrect address details, high order volume, or circumstances beyond our control.
Shipping Charges
Shipping charges are calculated and shown at checkout before you complete your order.
Shipping fees may vary depending on your delivery location, order value, courier service, or promotional offers available at the time of purchase.
Unless clearly stated on our website, shipping fees are non-refundable.
Delivery Address
You are responsible for providing a complete and accurate delivery address, including:
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Full name
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House number / building name
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Street address
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City
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Postal code, where applicable
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Contact number
CLOUZE is not responsible for delays, failed deliveries, or lost packages caused by incorrect, incomplete, or outdated delivery information provided by the customer.
If you notice an error in your shipping details after placing an order, please contact us immediately at:
We will do our best to assist, but we cannot guarantee changes once the order has been processed or dispatched.
Failed Delivery Attempts
If the courier is unable to deliver your order due to an incorrect address, unavailable recipient, unreachable phone number, or repeated failed delivery attempts, the order may be returned to CLOUZE.
In such cases, additional delivery charges may apply if you request re-delivery.
If an order is returned to us due to failed delivery and the customer does not respond within a reasonable time, CLOUZE reserves the right to cancel the order and process any eligible refund according to our Return & Refund Policy. Original shipping fees may not be refundable.
Order Tracking
Where tracking is available, tracking details will be shared with you after your order has been dispatched.
Please note that tracking updates may take some time to appear after dispatch, depending on the courier service.
Delays
We aim to dispatch and deliver orders within the estimated timeframes, but delays may happen due to reasons outside our control, including:
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Courier delays
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Public holidays
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Weather conditions
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High order volume
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Technical issues
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Incorrect delivery details
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Remote delivery locations
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Events beyond our reasonable control
CLOUZE is not liable for delays caused by courier companies or circumstances beyond our control, but we will assist where possible.
Damaged, Lost, or Missing Packages
Please inspect your package when it is delivered.
If your package arrives damaged, or if you believe your order is lost or missing, contact us as soon as possible at:
Please include:
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Your order number
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Your full name
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Delivery address
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Photos of the damaged package or item, if applicable
We will review the issue and work with the courier where necessary.
CLOUZE is not responsible for packages marked as delivered by the courier but reported missing due to incorrect address details, unattended delivery locations, or circumstances outside our control.
International Shipping
CLOUZE may offer international shipping depending on availability, destination, and courier support.
If international shipping is available for your location, shipping options and charges will be shown at checkout.
International delivery times may vary depending on the destination country, customs clearance, courier service, and local delivery conditions.
For international orders, the customer is responsible for any customs duties, import taxes, clearance fees, or other charges required by the destination country. These charges are not included in the product price or shipping fee unless clearly stated.
CLOUZE is not responsible for delays caused by customs, border control, or international courier processes.
Pre-Orders and Drop-Based Releases
Some CLOUZE products may be sold as limited drops, pre-orders, or restock items.
If an item is listed as a pre-order or delayed dispatch item, the estimated shipping period will be mentioned on the product page or communicated separately.
If your order contains both ready-to-ship items and pre-order items, we may ship them together once all items are ready, unless otherwise stated.
Contact Us
For any shipping-related questions, contact us at: