Shipping Policy

At Cloud Tread, we aim to provide fast, reliable and carefully managed delivery throughout the United Arab Emirates. This Shipping Policy explains our delivery locations, estimated timeframes, order processing and customer responsibilities.

By placing an order through cloudtread.ae, you agree to the following shipping conditions.

UAE Delivery Only

Cloud Tread currently accepts and delivers orders exclusively within the United Arab Emirates, including:

• Dubai

• Abu Dhabi

• Sharjah

• Ajman

• Umm Al Quwain

• Ras Al Khaimah

• Fujairah

We do not currently accept or deliver international orders.

Free Shipping Across the UAE

Cloud Tread offers free standard shipping on all UAE orders, with no minimum purchase requirement.

Free shipping applies to the original delivery only. Additional charges may apply for:

• Product exchanges

• Replacement delivery requested because of an incorrect size or preference

• Changes to the delivery address after dispatch

• Failed delivery attempts caused by customer unavailability

• Incorrect or incomplete addresses

• Re-delivery after an order has been refused

Any applicable charge will be communicated to the customer before the service is arranged.

Dubai Delivery

Orders placed and confirmed before 3:00 PM may qualify for same-day delivery within Dubai.

Orders placed after 3:00 PM will normally be scheduled for delivery on the following working day.

Same-day delivery remains subject to:

• Product availability

• Successful order confirmation

• Complete and accurate address details

• Customer availability

• Delivery location

• Courier capacity

• Traffic and weather conditions

Same-day delivery is an estimated service and cannot be guaranteed in every circumstance.

Delivery to Other Emirates

Confirmed orders for Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah will normally be delivered on the next working day.

Delivery to remote areas or locations outside standard courier routes may require additional time.

Orders placed during weekends, UAE public holidays or periods of high demand may be processed on the next available working day.

Order Processing and Confirmation

Before dispatch, Cloud Tread may contact the customer to confirm:

• Customer name

• UAE mobile number

• Selected product and size

• Complete delivery address

• Emirate and location

• Payment method

• Cash on Delivery amount, where applicable

An order will not be considered ready for dispatch until the required information has been verified.

Incomplete or incorrect information may delay processing or result in cancellation.

Delivery Timeframes

All delivery timeframes are estimates provided in good faith. They begin after the order has been successfully confirmed, not necessarily from the moment it was submitted.

Delivery may be delayed because of:

• Product availability

• High order volume

• Traffic congestion

• Severe weather

• UAE public holidays

• Courier disruption

• Remote delivery locations

• Incorrect address information

• Difficulty contacting the customer

• Events outside Cloud Tread’s reasonable control

Cloud Tread will make reasonable efforts to complete delivery as quickly as possible but cannot guarantee an exact delivery time.

Accurate Delivery Information

Customers must provide a complete and accurate UAE delivery address, including:

• Emirate

• City or community

• Building or villa name

• Apartment, office or villa number

• Nearby landmark, where necessary

• Active UAE mobile number

• Accurate map location, if requested

Cloud Tread is not responsible for delays or failed deliveries caused by incomplete, incorrect or outdated information provided by the customer.

Changing the Delivery Address

Contact Cloud Tread immediately if you need to change the delivery address.

An address change may be accepted only if the order has not already been dispatched. Once an order has been transferred to the courier, changing the address may not be possible.

If an address change is approved after processing, additional delivery time or courier charges may apply.

Cloud Tread does not redirect UAE orders to addresses outside the UAE.

Cash on Delivery Orders

When Cash on Delivery is available:

• The customer must provide a valid UAE mobile number.

• The customer must confirm the order before dispatch.

• The complete payable amount must be available at delivery.

• The customer must be present or authorise another person to receive and pay for the order.

• The courier may be unable to provide change for large banknotes.

Repeated refusal of confirmed Cash on Delivery orders may result in future Cash on Delivery restrictions.

Receiving Your Order

Customers must ensure that they or an authorised person are available at the confirmed address to receive the order.

Before accepting the delivery, please check:

• The customer or order details

• The number of packages

• The general condition of the external packaging

• Whether there is visible damage or tampering

Do not use a product if you believe it is incorrect, damaged or defective. Keep the original packaging, tags and accessories and contact Cloud Tread promptly.

Opening and Checking the Package

Whether a package can be opened before payment or final acceptance depends on the courier’s operating procedures.

If opening the package before payment is not permitted, the customer should accept the delivery and immediately report any incorrect, damaged or defective product within the period stated in our Return, Refund & Exchange Policy.

Photographs or an unboxing video may be requested to verify a claim.

Failed Delivery Attempts

A delivery may fail when:

• The customer is unavailable.

• The provided mobile number is inactive or unanswered.

• The address is incomplete or incorrect.

• Access to the building or community is restricted.

• The customer refuses a confirmed order.

• The Cash on Delivery amount is unavailable.

The courier or Cloud Tread may attempt to contact the customer to rearrange delivery.

Additional courier charges may apply for another delivery attempt. Repeated failure to receive an order may result in cancellation and restrictions on future orders.

Order Cancellation Before Dispatch

Customers may request cancellation within 2 hours of placing an order.

Cancellation is possible only when the order has not been processed, dispatched or transferred to the courier.

Once dispatch has started, the order cannot normally be cancelled. Refusing an order at delivery does not automatically qualify it for cancellation or refund.

Approved cancellations are handled according to our Return, Refund & Exchange Policy.

Delayed or Missing Orders

If your order has not arrived within the estimated delivery period, contact Cloud Tread and provide:

• Your full name

• Order number

• UAE mobile number

• Confirmed delivery address

We will review the order status and coordinate with the delivery partner where necessary.

A delivery is not considered permanently lost until the courier has completed its investigation.

Incorrect, Damaged or Defective Orders

If you receive an incorrect, damaged or defective product, contact Cloud Tread within 2 calendar days of delivery.

You may be asked to provide:

• Clear photographs of the product

• Photographs of the packaging

• A video showing the reported issue

• Order and delivery details

After verification, Cloud Tread may arrange collection, replacement, exchange, store credit or an eligible refund according to our Return, Refund & Exchange Policy.

Exchange Collection and Re-Delivery

Approved exchange requests must be submitted and confirmed within 2 calendar days of receiving the order.

After approval, Cloud Tread will arrange collection of the original product. Once it has been collected and inspected, the replacement will normally be delivered within 2–3 working days.

Exchange delivery times remain subject to product availability, customer location and courier schedules. Collection and re-delivery charges may apply when the exchange is requested because of size selection, colour preference or change of mind.

Ownership and Delivery Responsibility

An order is considered delivered when it has been handed to:

• The customer

• A person authorised by the customer

• Reception, security or another authorised representative at the provided address

Responsibility for the product passes to the customer once delivery has been completed at the confirmed address.

Cloud Tread is not responsible for loss occurring after delivery to a person or location authorised by the customer.

Delivery Disruptions Beyond Our Control

Cloud Tread will not be responsible for delays caused by circumstances outside our reasonable control, including:

• Severe weather

• Road closures

• Government restrictions

• Public emergencies

• Courier network disruption

• Technical failures

• Natural disasters

• UAE public holidays

• Other force majeure events

We will take reasonable steps to minimise disruption and complete the delivery when it becomes practical.

Contact Cloud Tread

For questions about order confirmation, delivery status, address changes, failed delivery or exchange collection, contact Cloud Tread through the customer-service information available on cloudtread.ae.

Please include your order number and UAE mobile number so that the request can be reviewed efficiently.