FAQs
Sizing & Product
How do I choose my Cloud Blvd size?
Each product page includes a size guide above the Add to Cart button. For bras and other styles with cup-based sizing, open the Size Chart Calculator and enter your usual band and cup size to see your recommended Cloud Blvd size.
Please also review the Size & Fit notes on the product page, as fit can vary between styles. Where a set offers separate size selectors, you can choose the size of each piece individually.
If you would like personalised advice, our stylists are available through the live chat on our website.
Will a Sold-Out Item be Restocked
Some sold-out styles and sizes may be restocked, although availability and timing cannot be guaranteed.
Please contact our team at online@cloudblvd.com.au with the product name, colour and size you are looking for. If a restock is planned, we can add you to the relevant back-in-stock notification list and notify you when it becomes available.
How do I care for my Cloud Blvd lingerie?
Always check the care label on your garment before washing. We generally recommend cold hand washing with a small amount of gentle detergent and washing similar colours together.
Do not machine wash, soak, wring, press, bleach or tumble dry. Lay your lingerie flat on a towel to dry in a shaded area away from direct sunlight.
For detailed instructions, please visit our tailored Care Guide on each product page.
Orders & Payments
What payment methods can I use?
Cloud Blvd accepts a range of secure payment methods to make checkout simple and flexible. Available payment options include Visa, Mastercard, American Express, PayPal, Union Pay, JCB, Afterpay, Apple Pay, Google Pay, and Shop Pay.
All payments are processed securely, and your payment information is encrypted during checkout for added security. If you experience any issues while processing your payment, please contact our online team at online@cloudblvd.com.au
Can I change my address, size, email or delivery method after ordering?
If you need to update your order, please contact our team at online@cloudblvd.com.au as soon as possible. Include your order number and the changes you would like to make.
While we will always do our best to assist, changes cannot be guaranteed once an order has been processed or dispatched and are subject to stock availability. If your order has already been dispatched, you may be able to manage certain delivery preferences directly with the carrier using your tracking link.
Do you offer a welcome discount?
Yes. New customers can receive 10% off their first order by signing up to the email newsletter. Once subscribed, your welcome code can be applied at checkout on eligible orders.
To join, simply enter your email via our newsletter sign-up form and your discount code will be sent directly to your inbox.
Shipping & Delivery
How much does shipping cost?
Shipping costs and complimentary shipping thresholds vary by destination. Your applicable shipping rate will be displayed at checkout, and our current rates and delivery estimates are available on our Shipping & Delivery page.
Complimentary shipping eligibility is calculated using your order subtotal after discounts have been applied and before shipping charges.
How long will it take to receive my order?
Orders are typically processed and dispatched within 1–2 business days.
After dispatch, estimated delivery timeframes are:
- Australia Post Standard: 3–7 business days
- Australia Post Express: 1–3 business days
- New Zealand Standard: 4–8 business days
- New Zealand Express: 1–3 business days
- Other international Express destinations: 3–7 business days
Processing and delivery estimates exclude weekends and public holidays and may be longer during promotional periods, collection launches, carrier disruptions or customs processing. For current rates and free-shipping thresholds, please visit our Shipping & Delivery page.
Do you offer express shipping?
Yes. Australia Post Express is available for Australian orders, while DHL Express is available for New Zealand and other eligible international destinations.
Standard delivery is also available for Australian and New Zealand orders.
Shipping fees, delivery estimates and complimentary shipping thresholds vary by destination. Please visit our Shipping & Delivery page for current information.
How can I track my order?
All Standard and Express orders include tracking. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to follow your delivery.
Australian orders and New Zealand Standard orders can be tracked using the Australia Post tracking link provided in your shipping confirmation email. New Zealand Express and other DHL Express orders can be tracked using the DHL tracking link provided at dispatch.
New Zealand Standard and Express deliveries require a signature. If you have not received your tracking information, please contact our team at online@cloudblvd.com.au
Do you ship internationally?
Yes. Cloud Blvd ships to most international destinations where delivery services are available.
Standard and Express delivery are available to New Zealand. Other international destinations are generally serviced by DHL Express.
Shipping rates, free-shipping thresholds and estimated delivery times are displayed at checkout and published on our Shipping & Delivery page.
Do you offer discreet packaging?
Yes. All Cloud Blvd orders are shipped in discreet packaging without visible product details on the exterior parcel.
Will I have to pay international duties or taxes?
International orders may be subject to import duties, taxes or customs fees imposed by the destination country. These charges are not included at checkout and are the responsibility of the recipient.
If applicable duties or taxes are not paid, the parcel may be returned to Cloud Blvd. Any refund deductions will be made in accordance with our Shipping & Delivery Policy and applicable law. Customs processing delays are outside our control.
For full details, please visit our Shipping & Delivery page.
My parcel is marked as delivered, but I cannot find it. What should I do?
Please check the tracking information, any available delivery photo, safe locations around your property, and with household members, neighbours, reception or your local collection point. For signature-required deliveries, please also check whether the carrier has left collection or redelivery instructions.
If you still cannot locate your parcel, contact us at online@cloudblvd.com.au with your order number and tracking number. We will review the delivery information and assist with a carrier investigation where appropriate.
Do you offer Click & Collect?
Yes. Complimentary Click & Collect is available from the Cloud Blvd boutique at Queen Victoria Building, Lower Ground 2, Shop 14, 455 George Street, Sydney NSW 2000.
Orders placed before 3:00 pm Sydney time may be ready for collection the same day, subject to stock availability and boutique opening hours. Please wait until you receive a ready-to-collect email before attending the boutique.
Returns & Exchanges
What is your return policy?
Cloud Blvd accepts returns on eligible items within 30 days of delivery, provided items are returned unworn, in original condition, and with tags attached.
For full return eligibility and policy details, please visit our Returns & Exchanges policy page.
How do I start a return?
To begin your return, please submit your request through our Returns Portal using your order number and email associated with your purchase.
For full return instructions, please visit our Returns & Exchanges Policy page.
Do you offer exchanges?
Eligible items may be exchanged through our Returns Portal, subject to product eligibility and stock availability. Standard and Instant Exchange options will be displayed in the portal where available.
For full exchange information, please visit our Returns & Exchanges policy page.
What is Checkout+ ?
Checkout+ is optional return-shipping coverage available for a fee at checkout. If purchased, it covers the cost of one return label per order for eligible change-of-mind returns lodged within 30 days of delivery.
Checkout+ covers return shipping only. It does not change which products are eligible for return or make Sale items, bottoms, hosiery, bodysuits or other hygiene-excluded items returnable.
For full return eligibility, please visit our Returns & Exchanges policy page.
Can I return sale items?
Items expressly marked Sale are not eligible for a change-of-mind return, exchange or store credit.
A promotional discount applied to an otherwise full-price item does not automatically make it a Sale item. These items may be returned if they otherwise meet our return conditions, although the promotional discount and return value may be recalculated.
This does not affect your rights where an item is faulty, damaged or incorrectly supplied.
For full return eligibility, please visit our Returns & Exchanges policy page.
What should I do if my item is faulty, damaged or incorrect?
Please submit a request through our Returns Portal as soon as possible. Include your order number, a brief description of the issue and clear photographs of the item.
Our team will assess your request and provide an appropriate remedy in accordance with the Australian Consumer Law. You do not need Checkout+ for a faulty, damaged or incorrectly supplied item.
For full return eligibility, please visit our Returns & Exchanges policy page.
Can I return only part of a lingerie set?
Yes. Eligible items from a lingerie set can be returned individually through our Returns Portal. Select only the item or items you wish to return and follow the prompts.
All returned items must meet our return eligibility requirements. If the set was purchased with a bundle, multi-buy or promotional discount, the return value may be recalculated.
For full return eligibility, please visit our Returns & Exchanges policy page.
Can I return only part of a lingerie set?
Yes. Eligible items from a lingerie set can be returned individually through our Returns Portal. Select only the item or items you wish to return and follow the prompts.
All returned items must meet our return eligibility requirements. If the set was purchased with a bundle, multi-buy or promotional discount, the return value may be recalculated.
For full return eligibility, please visit our Returns & Exchanges policy page.
When will my return or store credit be processed?
Once your return has been delivered to our warehouse, please allow up to seven business days for our team to inspect and process it.
Once your return has been approved, your store credit or other applicable return outcome will be issued and you will receive confirmation by email.
For full return eligibility, please visit our Returns & Exchanges policy page.
Can I return an online purchase at the QVB boutique?
No. Online change-of-mind returns and exchanges cannot be processed at our QVB boutique. Please lodge your request through our Returns Portal and return your item using the instructions provided.
If your online purchase is faulty, damaged or incorrect, please submit a request through the Returns Portal or contact us at online@cloudblvd.com.au.
Cloud Club Rewards
What is Cloud Club, and how do I join?
Cloud Club is our free rewards program for Australian members. Create or activate your Cloud Blvd account to receive 25 welcome points, once per person. Already have an account? Sign in using your existing email address.
Earn and redeem points online for delivery within Australia and at our QVB boutique. Use the same email address each time and identify yourself before paying in store. Membership does not require a marketing subscription.
How do I earn points?
Earn 1 point per A$1 spent on eligible products after discounts. Receive 25 points for account activation, 10 points for the Facebook activity and 10 points for the Instagram activity completed through your rewards account, each once per person.
You can also receive 150 bonus points on your second qualifying purchase and 200 birthday points. Shipping, gift-card purchases and additional fees do not earn points. See our Rewards page for the available activities.
What rewards can I redeem?
Our current rewards are:
- 100 points: A$5 off a minimum A$75 product spend
- 200 points: A$10 off a minimum A$100 product spend
- 300 points: A$15 off a minimum A$125 product spend
- 400 points: A$20 off a minimum A$150 product spend
- 500 points: A$25 off a minimum A$175 product spend
- 600 points: A$30 off a minimum A$200 product spend
The minimum is measured after existing product price reductions and before your reward is applied. Shipping, gift cards and additional fees do not count. Sign in to your rewards account to claim an available reward, or ask our QVB team before paying in store.
Can I combine a reward with WELCOME10 or another discount?
You can use one Cloud Club reward per order. It cannot be combined with WELCOME10, another Cloud Club reward or another product or order discount code. Choose the offer that works best for your purchase.
You still earn points on eligible product spending after discounts. Free-shipping eligibility is also calculated after discounts, so applying a reward may take your order below the free-shipping threshold. Any delivery charges are shown at checkout.
How do birthday points and the second-purchase bonus work?
Add your genuine birthday month and day to your rewards account at least 30 days before your birthday to receive 200 points that year, once every 365 days. If added later, the benefit ordinarily starts the following year. These are points added to your balance, not an automatically issued voucher.
The 150-point second-purchase bonus is available once per member, in addition to ordinary purchase points. Previous qualifying purchases count; moving to the updated program does not restart your history. Purchases completed before the bonus launched do not receive a retrospective award. Gift-card-only orders, cancelled orders and free replacements do not qualify.
Do my points expire?
Under the updated program, points expire 12 months after they are earned. Points earned on different dates expire separately, so redeem them before their applicable expiry date.
Points earned under the earlier no-expiry terms retain that protection unless changed with the notice and safeguards in section 11 of our Terms of Service. Previously issued rewards retain their original conditions.
What happens to my existing Cloud Club points?
The updated program preserves the reward value of legitimately earned existing points, and previously issued rewards retain their original conditions. Use the email address associated with your original account.
If your balance looks incorrect or an earlier reward is missing, contact online@cloudblvd.com.au before creating another account so we can review it. Existing-member protections are set out in section 11 of our Terms of Service.
What happens to my points if I return something?
Points earned on returned products are removed from your balance. If you used a reward, the points associated with the returned products are restored. For a partial return, this is calculated using the discount allocated to those items. The reward discount itself is not refunded as cash.
Our Returns & Exchanges Policy, including applicable hygiene exclusions, still applies. Your rights under Australian Consumer Law are unaffected. Full program rules are in section 11 of our Terms of Service.