The easiest way to pay is via PayPal. This will also allow you to use your credit card.

All prices are in GBP (UK Pounds). If you are paying in another currency the conversion will be done for you by Paypal when you pay.

I hope you will be excited to get your hands on your purchase! I will ship your order within 3 working days of cleared payment (usually faster). Your order will be sent to the address listed in your Etsy account unless you tell me at checkout that you want it sent elsewhere.

I ship from the UK. To make things simple, for all orders under 1kg I have a flat delivery charge of £3.35 for the UK. For heavier parcels an additional charge will apply and I will contact you to arrange the payment. For international orders, shipping is based on weight and volume and is calculated for you at checkout.

I ship 2nd Class within the UK and Airmail everywhere else. Because of the current pandemic, some postal service are slower than normal and I'm afraid I cannot be responsible for late deliveries.

Delivery times are on average:
Within the UK: 1-4 working days
Outside the UK: 5-15 working days (by Standard Airmail)

It is the customer’s responsibility to pay any customs duties, taxes or other fees applicable. This may also apply to customers in EU countries after 1/1/21. Your local customs office will be able to advise. Please do check this because we cannot refund orders returned to us because charges won't be paid. Thank you!

Please be aware that lost items cannot be refunded by Cloud Craft but we will do our best in helping find the items within the postal system. If required we will help you make a claim for a lost item with the Royal Mail (which can take 45 days). Items are not considered lost by the Royal Mail until they have been in transit for 25 working days. If you need a fully insured service please get in touch and we can arrange it for you!

As with many fabrics, there may be a slight difference in color between dye lots.

Larger pieces of felt will be sent folded. Any creases in 100% wool felt can easily be removed by ironing on a cool wool setting, making sure to switch the steam off (as the steam will shrink the felt).

For best results, dry cleaning or spot cleaning is recommended for 100% wool felt. However, I have had some customers who have said they have washed their felt by hand in cool water or on a gentle machine wash cycle. If washed in warm or hot water the felt will shrink will result in thicker felt. Air dry by laying the felt on a towel and reshape (without stretching!) as needed.

Some colours may bleed even with hand washing in cool water.

I would recommend that you try the cleaning method you choose on a sample piece first as results will vary.

We are not responsible for any damages that may happen during the process of washing or drying your felt or any damage or casualties that results from the use of our products. By purchasing our products you agree with our terms and conditions.

The 100% wool supplied by Cloud Craft has been tested and shown to meet the European toy safety standards EN71-2 and EN71-3. Certificates of Conformity can be provided on request. Cloud Craft accepts no responsibility or liability with respect to any further independent EN71 testing. If you are using Cloud Craft 100% wool sheets for toy making you will need to obtain your own EN71 certification before selling your toys.

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Etsy.com or its related sites and services.
This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Etsy or any third party services you access through Etsy. You can reference the Etsy Privacy Policy to learn more about its privacy practices.

1. Personal information I collect

To fulfil your order, you must provide me with certain information (which you authorised Etsy to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order for example), if you contact me directly.

2. Why I need your information and how we use it

I rely on a number of legal bases to collect, use, and share your information, including:
• as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
• when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
• as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the Etsy Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under the Etsy Seller Policy and Terms of Use.

3. Information sharing and disclosure

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
• Etsy. I share information with Etsy as necessary to provide you my services and comply with my obligations under both the Etsy Seller Policy and Etsy Terms of Use.
• Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
• Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permittted by law.
• Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

4. Data Retention

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 7 years.

5. Transfers of Personal Information Outside the EU

I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.

6. Your rights

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
• Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
• Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
• Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
• Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

How to Contact Me

For purposes of EU data protection law, I, Nicole Twena, am the data controller of your personal information. If you have any questions or concerns, you may contact me at info [!at] cloudcraft.co.uk. Alternately, you may mail me at:
Cloud Craft, Units 5-6 The Old Bakery, South Road, Reigate RH2 7LB, UK