Cloud 6 sneakers

• You’ve got 30 days to return your order if it’s not quite right.
• Once we receive your return, refunds are processed within 14 working days.
• Free returns if your item is faulty or incorrect
• We offer an extended returns period over Christmas, so you can shop stress-free.
• Something not right? Our friendly support team is here to help — email us at [email protected], Monday to Friday, 8am–6pm.

How long do I have to return my order?

Our 30-Day Return Window: You have up to 30 days from the day your order was delivered to return any items. The only exception to this is during the Black Friday and Christmas shopping period where we offer an extended returns policy.

Christmas & Black Friday orders - Extended Returns

To make gift shopping easier, any purchases made between 15 November and 15 December can be returned up until 15 January the following year.

How do I return an item?

THECODE is an online marketplace, so all returns are made by post.

• Return instructions and the correct return address can be found in My orders in your account. Just select the order you would like to return this will take you to the returns portal to make your return.
• Returning Multiple Orders: If you’re returning items from multiple orders/retailers, please use the return labels that correspond to each order. This helps us process your returns accurately.
• Please ensure that the items you’re returning are in their original condition, with all tags still attached. This means the item should be unworn, unwashed, and in the same state as when you received it.

Exceptions: The following products may not be returned: 

• Tags removed, worn or washed items
• Partial returns for items that came as part of a set (e.g. a tracksuit)
• Due to hygiene reasons, underwear and swimwear may not be returned. Earrings may not be returned unless in original sealed wrapping completely intact.

What if my item is faulty, damaged or incorrect items:

If you believe your item is faulty, please get in touch with us at [email protected] and our team will be happy to help. A free returns label will be provided.

Do I have to pay for my return?

This depends on the reason for your return:

• Faulty or incorrect items: returns are free of charge
• Change of mind / size or fit: return postage may be deducted from your refund if using a provided returns label, or paid by you if returning independently. If the Seller offers free returns this will be advertised/made clear on the product page before you purchase.

Any applicable costs will always be made clear before you complete your return.

What items can’t be returned?

For hygiene and safety reasons, we can’t accept returns on:

• Underwear
• Face masks
• Earrings
• Swimwear

These items may only be returned if a hygienic seal is included and remains intact.

Can I exchange an item?

If you would like an exchange, please email our support team at [email protected] and we will be more than happy to help accommodate this for you depending on stock availability and in accordance with retailers exchange policy.

To exchange a product for a different size, the original item must first be returned and received. There’s no exchange fee using this process.

Where can I find my order details?

Please visit My orders where you will find details for each order you have placed.

If you are still having issues finding your order details, please get in touch with us and we’ll be happy to help.

How long until I receive my refund?

Once your item has been delivered, from this date it can take a further 14 working days for your item to be processed and a refund be issued. Once a refund has been issued, depending on your bank's clearing process, this can take 5-7 working days back to your original method of payment.

Can I amend/cancel my order?

If you need to cancel or amend your order, please contact us as soon as possible at [email protected].

We’re only able to cancel or amend orders within a short window after they’re placed, as we start processing them quickly. If your order has already been processed or dispatched, it won’t be possible to cancel — but you can still return it once it arrives in line with our returns policy.

Need help?

You can find full return details in your order confirmation email or My orders . Our customer support team is always happy to help at [email protected].