Frequently Asked Questions

Shipping

Where are you based?

We are based in Australia.

All orders are dispatched from Adelaide, South Australia!

How long does shipping take?

Please note for pre-order items, the shipping date will be provided in the description of the item.

Once your order is received, we aim to dispatch your order within 3 business days.

The estimated shipping time will be displayed once you have entered your shipping details at checkout.

You will receive a confirmation email with tracking details once your order has been sent.

Do you ship internationally?

Yes we do! Make sure to check the international rates for your country calculated at checkout 😊

If your country is not available on checkout, get in touch with our team and we will arrange shipping for your country!

Are there import duties for international orders?

We are unable to determine whether there will be import duties or customs fees. This is dependent on the country and their import laws.

If you are concerned about import duties, we would advise you contact your local customs office for more information about their specific import laws and whether there are any additional fees.

Cloud Nine Crew is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (tariffs, taxes, etc.).

Orders & Returns

Can I cancel or edit my order?

We are unable to edit or cancel your order once it has been placed. Once an order is confirmed, it immediately enters our processing system to ensure timely shipping and delivery. We kindly ask that you double-check your order details before completing your purchase.

Can I change my shipping address?

We are unable to change the shipping address once your order has been placed. Once an order is confirmed, it immediately enters our processing system to ensure timely shipping and delivery. We kindly ask that you double-check your order details before completing your purchase.

Can I return my order?

We have a 14 day return policy once you receive your package.

If you would like to return your order, please visit our refund policy.

Product Care

How do I clean my tote bag?

Spot clean only with soap and water. Do not put in the washing machine or dryer.

Can I put my tote bag in the washing machine?

Please do not put me in the washine machine!

I have a waterproof coating that will wash off if placed in the washing machine.

Spot clean only with soap and water.

Can I iron my tote bag?

For canvas tote bags (Everyday Tote & Laptop Tote):
If your tote’s looking a little wrinkly, feel free to iron it—but with a little TLC. Use a low heat setting and make sure to place a cloth between the iron and the bag (no direct contact, please!). Your tote will be smooth and fabulous in no time! 👗✨ . Do not iron the inner lining. You can also use these same instructions to iron patches onto your canvas tote bag!

For Nylon bags/accessories: Do not iron!

Will the waterproofing on my canvas tote (Everyday Tote & Laptop Tote) last forever?

Not forever, but it’ll keep you dry for a good while!

Our Laptop Tote and Everyday Tote are made from cotton canvas, which we’ve treated with a waterproof coating to protect your belongings from unexpected spills and light rain. Over time, with regular use and washing, the coating can wear off a bit—think of it like your favorite raincoat after a few seasons. But don’t worry! You can easily refresh it with a waterproofing spray to keep your tote in top shape for many adventures to come. 🌧️

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