Our support is available from Monday to Friday (excluding holidays), a response will be provided the next business day at the latest.

If your question requires further analysis, the time may be a little longer for our support to take steps to collect the information. In busy periods the delay may be slightly longer. Your request will be the subject of a ticket number, thank you not to multiply your request on the different channels offered, this would make processing more cumbersome.

An FAQ is available on this page. You will find many answers to your questions.

You can contact us on this form.

On the chat visible on our site. (During support opening hours)

On Messenger via our Facebook page.

By phone, our customer service and our store in Waterloo can be reached at 0032 2 808 56 33. This number is not premium-rated; a local rate applies. Please note that international call charges (calls from outside Belgium) may apply depending on your phone provider.

To track your order you have received an e-mail with the information, and for some shipments an SMS, the tracking is also available in your customer account and you can also find it by entering the tracking number and your postal code in the table below or on this page:

You may encounter an error with your delivery address already registered.

The website then tells you: "your address is incomplete, please update it." when validating your order in the basket.

This error comes from a new restriction imposed by Bpost and Colissimo limiting the number of characters for a home delivery address to 40 characters and 8 characters for the additional address.

Please modify your address accordingly, using abbreviations if necessary.

If you still have a problem, do not hesitate to contact our support, who will take care of the modifications for you to solve this problem.

We send you an email when your order is sent, you can track the parcel by clicking on the tracking link, this link is also present in your account.

You will also receive emails from the carrier who took charge of your order, but also SMS, these services vary depending on the carrier selected.

If you notice a problem with the delivery tracking, log into your account, select the order concerned in your account and contact us using the form at the end of the page. After investigation with the carrier we will get back to you with the solution.

You can also contact us through this form.

Your order in stock will be sent by our logistics department within 24 to 48 hours after receipt of your payment, except in exceptional cases.

A shipped order is delivered quickly in Europe, depending on the country and the shipping method chosen, you will usually receive your order between 1 to 5 working days after it has been shipped.

Outside Europe, the delay varies between one to 4 weeks.

For the items offered in “preorder” you will find all the information in our dedicated section.

For items offered "on order", here is the dedicated section.

We ship worldwide. Several shipping methods are offered.

You can perform a test order with your delivery address filled in to obtain the amount of your shipping costs.

Here is a complete list of shipping methods and shipping costs including insurance:

https://www.lacitedesnuages.be/en/delivery

A product offered for preorder is not yet in stock. It is therefore not immediately available for dispatch! By preordering, you are making a reservation on a product that is usually produced in limited quantities and guarantees that you will get that product when it physically releases. A preorder guarantees that you get the preordered item at a price less than or equal to the price it will be offered when it is in stock, if stock is still available.

Please note that production delays are very frequent, the availability dates indicated are not guaranteed. Please read all of the conditions here related to the preorder system before making a preorder.

Please do not preorder if these conditions do not suit you, many customers ask to be able to preorder so as not to miss out on a limited collector if you are not ready to wait for its receipt in accordance with our conditions, wait for a possible availability in stock to order it.

When you place a pre-order, you have the option of paying a deposit or the full amount.

For pre-orders with a deposit (see also Deposit section), you pay a deposit generally equivalent to 10% of the amount. The amount of the deposit paid and the outstanding balance are visible in the "My preorders" section of your account.

If you choose to pay the full amount of your pre-order before it is available in stock, you will be billed for shipping costs once the pre-order has arrived in stock, at which point you will be able to define your delivery choice and/or add other in-stock items to your order. It is not possible to pay the shipping costs in advance, as the delay before receiving a pre-order can be very long. This system allows us to ensure that the delivery address will always be valid, and is also an additional protection for you.

The price displayed on our site for an item offered for preorder may increase during its preorder period. This increase can be explained, for example, by the fall of the euro on the foreign exchange market or the end of a special price.

Your final price will always be the price that was validated at the time of your preorder was done, this price is displayed and frozen in your “my preorders” section in your account. For example, if you preordered a product at 50,00€ and you subsequently see an increase in the price displayed on our site for this same product at 70,00€, our offer of 50,00€ is still valid and will be the amount which will be claim when the preorder is in stock. In conclusion La Cité des Nuages ​​protects your prices from the instability of the euro among other things and we assume the margin losses related to its possible decreases.

In the event that the price of a preorder should drop, your price will obviously be adjusted to the same amount.

You receive an email informing you that a new preorder has arrived in stock and that it is available in your "my preorders in stock" section. Our emails are secure, so we avoid the problem that our sent emails are considered as spam.

To complete the purchase of your preorder that has arrived in stock, use the add to cart button to the right of your preorder title in your "my preorders in stock" section.

If you have already paid for your entire preorder, only the shipping costs will be requested.

You have 12 days to make your payment. After 10 days a final 48-hour reminder will be sent to you, if your payment is still missing your preorder will be automatically canceled and the legal deposit will be lost. (see also the Deposit section)

We reserve your preorder for you during the entire 12-day period.

You have 12 days to make your payment. After 10 days a final 48-hour reminder will be sent to you, if your payment is still missing your preorder will be automatically canceled and the legal deposit will be lost. (see also the Deposit section)

We reserve your preorder for you during the entire 12-day period.

If you need more time to make your payment, you can request it from our support before the automatic cancellation date indicated in your account. Our support may exceptionally grant you an additional period which will extend the cancellation date. These requests will remain exceptional, understand that generally these products are on our side paid to the manufacturers since several weeks or even months.

It is very intuitive, to finalize the purchase of your preorders that have arrived in stock, use the add to cart button to the right of the title of your preorder in your "my preorders in stock" section. You can complete this basket with all the items in our catalog and thus benefit from a single shipping cost.

Do you have any other preorders in progress that are likely to arrive in stock within this 12 day period? You can wait for this period before finalizing the purchase to possibly combine them in a single shipment.

If you wish, it is possible to combine several preorders in the same shopping session, but they will be processed individually on each arrival in stock following the method explained on this same page.

The estimated date of arrival in stock of a preorder is presented for information only and communicated by the manufacturer / distributor, La Cite Des Nuages cannot be held responsible for any delays on the dates announced.

Production delays are very common, please take this into account before preordering.

When we receive a new date, we update it on the preorder, this date is visible in your “my preorders” section.

When we receive confirmation of the availability and dispatch of a preorder from the manufacturer or its distributor, whether it is located in Europe, Asia, or the USA, we will display the preorder in the " upcoming ” page. If your preorder is missing from this page, we have not yet received a confirmed delivery date and therefore the actual availability date is not yet known to date and therefore unknown for our team. . An “arrival” banner is also added to the product sheet as well as a confirmed delivery date, this date is likely to be further modified in the event that there is an unforeseeable logistical delay such as customs control, delay with the shipper, …

You will also find this information in your account in the "incoming" part of your "my preorders" section.

Preorder Cancellation: Important Information

Although it is exceptional, there may be occasions when a preorder is canceled. The main reasons include:

- Receiving a defective preorder: If the item we receive is defective and no replacement is available from the distributor or manufacturer, we are forced to cancel the preorder.

- Partial delivery by the distributor or manufacturer: If we do not receive the full quantities confirmed by the distributor or manufacturer and the received stock is not sufficient to fulfill all the preorders, we first reduce the quantities to one piece per customer account. If that is still not sufficient, items are allocated based on the chronological order of received orders.

- Cancellation of production by the manufacturer: If the manufacturer ultimately decides to cancel the production of the preordered item.

Should the cancellation be confirmed, you will receive an email from us to inform you.

Responsibility of La Cité des Nuages:

La Cité des Nuages cannot be held responsible for the cancellations described above.

Refund:

- For deposits: If a deposit was required to validate the preorder, it will, of course, be fully refunded in case of cancellation.

- For advance payments: If you have already made the full payment for the preorder, you will be fully refunded the amount paid.

We understand the inconvenience these situations may cause and appreciate your understanding.

The products we offer are generally collectibles made in very limited quantities. This limitation, which is characterized for some products by a unique numbering, is determined by the request submitted during the period of preorders to manufacturers and / or distributors. In order to guarantee the validity of your commitment, a deposit is requested. It involves a firm commitment from both parties. Consequently, the obligation to buy for the consumer and the obligation to supply the goods for the vendor. There is no possibility of cancelation and the consumer may be ordered to pay damages if he cancels. The vendor himself cannot change his mind, even by refunded the deposit to the consumer.

If you do not agree with this firm commitment, please do not preorder. If the entire production for a product is not preordered before it becomes available on the market, you will be able to purchase it in stock.

A deposit generally of 10% of the sale price is required in order to validate your preorder. The amount of the deposit paid and the balance due are shown in your account in the “my preorders” section.

The amount of the deposit requested, as well as the balance due, are clearly indicated on the product sheet concerned.

This deposit paid will of course be deducted from your total when you receive the balance to be paid for your preorder arrived in stock.

If you should decide to cancel a preorder with a deposit, this cancellation means the loss of this deposit.

Your preorders are, on our side, validated with distributors, and or manufacturers, for which generally a larger deposit is invoiced to us. In order to maintain our good commercial relations it is generally not possible for us to cancel the order with them. This deposit covers, among other things, administration fees, commissions on payments received, storage costs, etc.

It happens that certain preorders take very significant delays in production resulting in a release much later than initially planned, in this case and if you request it, we can grant the refund of your deposit. The product must not be in stock or arriving. The delay must be at least more than 2 quarters out of the quarter communicated to you at the time of your order.

Example:

The estimated date indicated when you make your preorder is estimated for the 1st quarter xxxx, if in the 3rd quarter of the year in question the product is still not in confirmed arrival or in stock and therefore is still in preorder, you can request a refund of your deposit from our support. Attention your cancellation implies the loss of the rights and conditions that you had on the preorder, it will not be possible then if change of mind to restore the preorders to the previous conditions. You will still be able to place an order for the product in question if it is still available but under the new conditions displayed (price). Thank you for approaching our customer service.

When we receive confirmation of the availability and dispatch of a preorder from the manufacturer or its distributor, whether it is located in Europe, Asia, or the USA, we will display the preorder in the " upcoming ” page. If your preorder is missing from this page, we have not yet received a confirmed delivery date and therefore the actual availability date is not yet known to date and therefore unknown for our team. . An “arrival” banner is also added to the product sheet as well as a confirmed delivery date, this date is likely to be further modified in the event that there is an unforeseeable logistical delay such as customs control, delay with the shipper, …

You will also find this information in your account in the “my preorders” section.

To cancel a preorder that you have placed, log into your “my preorders”. Click on the cross (cancel the preorder) present next to your preorder, a confirmation will be requested. This operation is irreversible, in the case where a deposit is related to this preorder this deposit is lost (see also section The deposits).

This means that we have reached the maximum number of orders for this item, based on the quantities we expect to receive from the manufacturer or distributor. In other words, all units scheduled for delivery are already reserved, and it is no longer possible for us to add more pre-orders for this item.

However, cancellations or other circumstances could make the item available again for pre-order in the short term or in stock for immediate purchase. It's important to note that we cannot guarantee or predict when these opportunities will arise.

To ensure you don't miss a potential reopening of pre-orders or stock availability, we strongly recommend that you sign up for our stock alert for this item. Thus, if the item becomes available again, you will be immediately informed by email.

It is also crucial to consider that for some items, demand can be very high. This leads to a large number of people signed up for the stock alert. The email indicating the item's availability is sent automatically to all subscribers at the same time. However, the timing of receiving this email can vary due to several factors beyond our control, such as geographical location or internet connection quality. It is important to note that receiving this email does not guarantee the item's availability to you. Indeed, depending on the demand, the item might already be sold out by the time you check the email.

You can contact our support (subject: “preorder information”), or on our live chat.

With the LCdN membership card you directly obtain a permanent reduction of 10% for one year (365 days) on all products in stock and in preorder from our catalog.

-Immediate activation! Add the card to your basket, you're already enjoying its benefits!
-The reduction cannot be combined with other discounts, rebates, promotions, is not applied to shipping costs, is not applied to products offered for deposit.
-The LCdN membership card is personal to you, you enjoy its advantages for a full year, it is virtual, it is therefore not sent to your physical address, it offers other privileges to its members such as access to offers / promotions / exclusives.

Do the math, if you order for more than 300 € over a year, your card is already amortized.

The LCdN membership card is personal to you, you benefit from its advantages as soon as it is purchased for one year.

It has no effect on your orders in progress or placed before purchase. It is valid for a period of 365 days, at the end of these 365 days it will be deactivated from your account. you will then be able to renew the purchase for a new year if you wish. There is no tacit renewal or any direct debit. You will receive an email before it expires to inform you of its next deactivation. The LCdN membership card is not refundable. The benefits of the LCdN membership card may change over time depending on market conditions and the company's commercial policy.

You can purchase the LCdN card right here.

The LCdN membership card costs € 30.00. It is valid for a period of 365 days, at the end of these 365 days it will be deactivated from your account.

Simply add it to your basket and the promotion will be already applied to the products* you add!

*excluding exclusions

The card is active as soon as you add it to your basket! You can benefit directly from its advantages.

Yes, in your account you will find the validation date. All you need to do is click on the “Extend” link. By making a new purchase of the LCdN card, your date will be extended for an additional year. Each card purchased extends the validation period by one year.

No, there is no retroactive effect.

You will receive an email before it expires to inform you of its next deactivation, you are free to renew it.

Yes, your prices are kept.

Yes, the member discount is also applied for purchases made in our store.

The reduction is not cumulative with a product which is on promotion (crossed out price).

In order to benefit from your reduction, please present your identity card.

You can contact our support, or on our live chat.

No bad surprise! If your delivery address is located in a country of the European Union (France, Belgium, Germany, ...), you will obviously not pay any customs or import fees on delivery for purchases made on our site. . More information on the EU website.

This measure concerns all purchases you make outside the European Union, on Chinese, American, English, Japanese, etc. web shops. All purchases you make on these web shops are subject to the VAT in force in your country of delivery but also import duties and handling fees. You must pay these amounts upon delivery of your package or directly to the merchant if they have registered with the European Union's IOSS service.

If your delivery address is in a country outside the EU (Asia, USA, Switzerland, ...), customs and import charges are possible. We are not responsible for these taxes and we cannot tell you the amount.

First and foremost, please ensure that the item in question is not on preorder, or if there has been any specific communication regarding its status sent to you. It's possible that your order may be shipped in multiple parcels; if so, we would have informed you of this at the time of dispatch.

We apologize for this error and want to assure you that we are fully aware of the inconvenience these situations can cause. Despite our stringent control measures and the careful attention to the preparation of your order, should an item be missing, our customer service team is fully committed to resolving your issue as quickly as possible.

Should you have any questions or requests, please do not hesitate to contact us directly through the concerned order. Log in to your account and use the contact form available in your order to reach out to us.

Obviously the return costs are our responsibility if the error in sending your order is our responsibility. For example :

- If we have sent you the wrong item
- If the item is damaged

Our customer service will send you a prepaid label.

We do not refund the return costs if you do not or no longer wish to keep the items.

The return costs will therefore be at your expense if applicable.

We are truly sorry to hear that you have received a damaged item. We understand how frustrating this can be and are here to help.

To enable us to resolve this issue as quickly as possible, please log in to your account and contact us via the contact form included in your order. If the defect is visual, please attach clear photos of the observed damages to your message. These images will be very helpful for us to assess the situation and expedite the resolution process.

Upon receiving your message, a dedicated member of our team will review your case attentively and reach out to offer a prompt, suitable, and satisfying solution. We are committed to taking the necessary steps to rectify this situation in your favor.

Should you prefer, you also have the option to directly contact our customer support through this form.

We are determined to ensure your satisfaction and restore your trust in our services.

We apologize for this mistake. Rest assured that we are aware of the inconvenience these situations cause. If, despite our control tools and all the care taken in preparing your order, you should receive an incorrect item, our customer service aims to do everything possible to resolve your problem as quickly as possible. We analyze each case individually when it comes to considering a return of merchandise. Our goal is to give you the solution that will be easiest for you to manage and as quickly as possible. Usually you will receive a return label by email in order to drop off the parcel at a parcel / post relay point near you. In the meantime or upon receipt of the return, we have sent the correct item.

You can also contact us directly from the relevant order. Log in to your account and contact us using the contact form in your order.

Every European buyer (EU) has a 14-day withdrawal period from the day after the delivery of their purchase.

If you make use of your right of withdrawal, you must return the received goods as soon as possible and no later than 14 days after having informed us of your decision to renounce the purchase.

No justification will be requested.

To send us your cancellation, several methods are available to you:

- Log in to your account and contact us through the form found in the relevant order.
- Our contact form (subject: Right of Withdrawal)
- By sending us this completed form by email or by mail to the address:

La cite des nuages SPRL
(Right to withdrawal)
Drève de l'Infante, 27A
1410 Waterloo
Belgium

You will bear the cost of returning the goods.

Effects of Cancellation

If you cancel your order, we will refund you the total amount of your payment, including standard shipping costs. If you have opted for express shipping, this delivery method will not be refunded.

The refund will be made upon receipt of your return. This refund will be made to your payment card, PayPal account, or by bank transfer to your account. No fee will be charged for the refund.

If your cart exceeds €2000 and you wish to make an installment payment via Alma or PayPal, which limit transactions to €2000 for split payments, there's a workaround. You can lower the total amount of your order to below €2000 by purchasing a gift card. For instance, if your cart is €2400, buying a €500 gift card and applying it to your order would reduce it to €1900, allowing you to opt for Alma or PayPal's installment payment option, subject to their approval based on your financial situation. For buying a gift card, visit the provided page.

Bank card (VISA,...)

Pay by credit card, VISA, Master Card, American Express, Bancontact Mister Cash, Maestro,...

PayPal

A method of payment in installments is available with PayPal:

How do I pay in 4X? Simply choose to pay with PayPal when shopping online, log in to your PayPal account, and you'll see a Pay in 4X option, if you're eligible and that purchase is eligible.

From €100 payment x2 to x4 with Alma

Spread the payment of your order over 2 to 4 months.
To date, the Alma solution is available for our customers based in these countries:
France, Belgium, Germany, Spain, Portugal, Italy, Austria, Ireland, Luxembourg and the Netherlands.

Bank transfer

Convenient and secure payment method. With the possibility of making it online through your bank, the European transfer with the IBAN code is a good alternative if you do not have the possibility of obtaining a credit card. It is 100% secure,

For transfers made outside the EU, the bank fees claimed by your bank are your responsibility. Please be sure to ask your bank to credit our account with the sum corresponding to the total amount to be paid.

To make your payment, please follow the instructions on the screen and sent to your email address. These instructions are also available in your customer account in your order history.

The beneficiary account is the account of our partner Mollie, a European company that secures online payments.

Validation is almost immediate once your payment has been made.

The products in your order are reserved for you until we receive your payment. If we do not receive your payment after 12 days, the order is automatically cancelled. Any abuse will result in the cancellation of this payment method for your account.

Simply in your cart click on “Do you have a promo code?” and enter the code. If it does not work, make sure it is still valid and that you respect the conditions associated with the offer. If it still does not work you can contact our support or on our live chat.

For orders delivered within the European Union, all orders placed on our site include the VAT linked to your country of delivery. The selling price associated with the VAT of your country is displayed correctly from the moment you have registered your delivery address in your account. You do not pay any taxes or customs fees when your order arrives in your country of delivery.

For orders delivered outside the European Union there will be no VAT charged, you are likely to have to pay taxes to customs in your country upon arrival of your order in your country of delivery. The sale price without tax associated with your country of delivery is displayed correctly from the moment you have registered your delivery address in your account.

Please verify that all information is correct. Also check that your account balance is sufficient. If the problem persists, we suggest that you contact your card issuer or opt for another payment method. You can also contact our support or on our live chat.

It is very easy ! Access to the cloud city starts on this page.

Simply log-in to your account and change what you need.

Stay cool ! Follow the procedure on this page.

Log into your account and in your “information” section check the box “receive our newsletter”.

Our newsletter informs you of news, new preorders, special offers, news or exclusive promotions. We usually send a weekly newsletter. The newsletter is sent in French and English.

Our newsletter is managed by Mailchimp, leading mailing software. In accordance with the law, you can request the access, modification, or deletion of the data stored at Mailchimp.

To manage your registration or unsubscribe, go to the dedicated section in your account or in the section at the end of the newsletter.

If you want to delete your data stored with Mailchimp you can do this by unsubscribing.

If you have further questions regarding our newsletter, you can contact our support.

Log-in to your account and In your informations section, uncheck the case “receive our newsletter.”

Our newsletter is managed by Mailchimp, leading mailing software.

In accordance with the law, you can request access, modification, or deletion of the data stored at Mailchimp.

To manage your registration or unsubscribe, go to the dedicated section in your account or in the section at the end of the newsletter.

If you want to delete your data stored in Mailchimp you can perform this operation by unsubscribing.

If you have any questions about the newsletter, you can contact us on this page.

We are fully compliant with the Data Protection Act so your personal details will always be kept safe! Check out our Privacy Policy for more info.

Indulge your loved ones in a few clicks! Anniversary, Valentine's Day, Wedding, Christmas...

Send a personalized gift card by e-mail to the address of your choice.

The amount is then available as a voucher on our entire site.

The amount will be deducted from the total of the order, in the event that the amount is higher than the total of the order, the balance will be kept and can be used on a future order.

Please note that the credit is only available for a purchase on our online shop, it is not possible to use it in physical store. On the other hand, it is possible to use it on our online shop and to choose the in-store pick-up option for the delivery method.

You can buy it on this page.

A product offered "on order" is not in stock; it must be ordered from the distributor or the manufacturer. They are clearly shown in our catalog with the mention “ON ORDER” in gray as well as specific conditions associated and present in the product sheet.

To find out and check availability with the distributor or the manufacturer, please contact us (topic: Item on order). An agent will come back to you to give you the information.

The productions are limited and we do not have the possibility to check every day the availability of all the products offered on order because this implies exchanges with the distributors / manufacturers to get a confirmation either positive or negative.

After validation of your order, an agent will confirm the estimated delivery time.

Ordered products validated and awaiting delivery are added to the "your on orders" section in your account.

You will receive a new email when the ordered product is delivered to our depot and then a confirmation that your order has been sent.

A product on order cannot be canceled and therefore refunded. If the estimated date of availability is not respected, cancellation of your order and refund is possible on request.

Our online site has more than 30,000 references stored in a warehouse, so unfortunately it is not possible to make all of this catalog physically present in our brick store.

To find out if a product is available in stock at the store in Waterloo, you can ask it on our support.

All products in our online catalog and in stock are available for collection in our store, more information on this page.

Come and discover our first store in Waterloo (Belgium), two floors and 250m2 of pleasure for your eyes. It is located rue François Libert 25A in 1410 Waterloo - Belgium. The store is open Tuesday to Saturday from 10h to 18h30. It is located in the Proxy Delhaize car park in front of the town hall, to the right of the Casa. Parking is free in Waterloo.

A pickup order option at the store is available for our customers in Belgium, this delivery option automatically results in your order being sent to our store.

If your order is in stock it will be available in our store approximately 1 to 2 working days after your order has been placed. You will receive an email when your selection is physically present in the store, please wait until you receive this email. The in-store availability information for pick-up will also be indicated in the new status of your order in your account. As long as you have not received this email and the indication in your account, the order is still in the depot being repatriated to the store.

Please note that after receipt of this email, your order will be available 7 days at the store. For reasons of limited space we are unable to extend this period. After this period, the order will be canceled and returned to the warehouses. If you have a problem, need additional time, thank you for contacting our support.

For the moment the payment of the order is made online on our site with the different payment options that we offer;

Bancontact
Bank transfer
Visa, MasterCard, ...
Sofort
Giropay
PayPal

On this link you can take a virtual tour of our store in Waterloo.