FAQ

How can I pay for my order?

On cloud9musicstore.com we accept Paypal, iDeal and Credit Card payments (Visa, Mastercard, eMaestro).

To which countries do you ship?

We try to make it possible to send to each country. If you are not able to select your country at the checkout please contact us at support@cloud9musicstore.com.

What is the delivery time for my order?

Countries within the European Union: 1 - 4 business days
Other countries: 2 - 7 business days

What are the shipping costs?

The shipping costs are variable. The shipping costs will be displayed in the checkout. Keep in mind that our prices do not include customs fees or other additional taxes that might apply to customer in non-EU countries. Any customs or import duties that are levied on the ordered package and/or customs declarations and regulations required once it reaches its final county of delivery are the sole responsibility of the recipient.

What does VAT mean?

VAT is a value-added tax that both EU and non-EU customers pay.
VAT is already included in the prices of all the products on our shop.

How do I track my order?

When your order is sent you will receive a shipping confirmation email with the track en trace data of your order.

What are the return conditions?

When returning an item the customer is responsible for the shipment and costs. The Cloud 9 Music Store can only process a refund once we have received the products in good condition. We therefore advice you to always keep hold of your Track&Trace code and receipts.

Send the return items with the completed return form to:
Promese
Att. Cloud 9 Music Store
Flight Forum 2500
5657 DZ Eindhoven
The Netherlands

Can I exchange my product for a different item or size?

We cannot exchange products, if you would like a different size or product you can place a new order.

How long does it take to get a refund?

We strive to process your refund within 7 business days counting from the day we receive the products. However, do take into account that we are legally entitled to process refunds within 14 business days. Also, please note that - depending on the payment platform - it can take up to 5 business days for the money to be on your account.

Can I cancel or change my order?

Cancelling or changing an order is not possible. After an order is confirmed, the packing and shipping process starts immediately so we are not able to make changes. Of course after receiving your order, you can return it within 14 days.

Other Questions

If you have another question please contact us at support@cloud9musicstore.com.