Question 1

When will the currently sold-out item be available again?

Accepted Answer

We apologise if the product you want is currently unavailable. In some cases, it may no longer be produced, but usually, new supplies are already in production. You can click on "Notify me" to get notified when your selected item is back in stock.

Question 2

Where can I submit feedback or complaints?

Accepted Answer

We are always happy to receive suggestions for improvement, ideas, praise, and honest feedback. Please email us at support@cloud7.de. You also have the option of leaving reviews on Google or Trustpilot.

Question 3

Do I have to open an account to shop in the online store?

Accepted Answer

No, guests can also shop at CLOUD7. The process is designed to be intuitive, ensuring the order can be completed quickly and without any hassle.

Question 4

What happens to my data?

Accepted Answer

Your privacy is very important to us. You can find detailed information about how we process your data here. Should you have any concerns regarding your data, we will be happy to put you in touch with our independent data protection officer.

Question 5

How do I redeem my voucher?

Accepted Answer

How lovely! You’ve been given a voucher from CLOUD7. The voucher will contain a code that you can enter in the "Redeem gift voucher" field during checkout. The total in your shopping cart will automatically be reduced by the voucher's value.

Question 6

Can I use CLOUD7's name, logo, or images?

Accepted Answer

CLOUD7 images and logos are the property of CLOUD7. Please contact press@cloud7.de before using them to clarify placement and intent.

Question 7

Where can I find open positions at CLOUD7?

Accepted Answer

We are thrilled to see our team grow! You can find all vacancies here. If there’s nothing suitable at the moment, you can also send us an unsolicited application to bewerbung@cloud7.de.

Question 8

What does CLOUD7 do for sustainability (of dog products)?

Accepted Answer

Over 80% of our production is carried out by small family businesses within Europe, ensuring fair wages and short transport routes. We also use sustainable materials, such as recycled PET bottles or organic cotton, and aim to create long-lasting products using durable fabrics. Our timeless designs ensure our products bring joy to your dog for years to come.

Question 9

How can I receive the newsletter?

Accepted Answer

To subscribe to our newsletter, click here. We look forward to sharing updates on new products, interesting topics, and promotions with you.

Question 10

What contact options are available?

Accepted Answer

You can contact us by email at support@cloud7.de or by phone. Our response time for emails is usually around 24 hours on working days. All relevant contact information, including phone numbers and office hours, can be found here.

Question 11

Can I also order by phone?

Accepted Answer

Due to data protection regulations, we can only accept telephone orders in exceptional cases. If you need help with your order on the CLOUD7 online shop, please feel free to contact us here.

Question 12

Can I be paid the remaining amount of a voucher?

Accepted Answer

Please note that any remaining balance on a voucher cannot be paid out.

Question 13

Current information on the Coronavirus

Accepted Answer

Our warehouse and shipping centre are fully operational and ready to supply you with high-quality dog products as usual.

Question 14

Which payment methods can I choose from?

Accepted Answer

We offer a wide variety of popular payment methods to choose from. These include options such as pre-payment (bank transfer), debit and credit cards, PayPal and PayPal Express, Google Pay, and Apple Pay. For more detailed information, please visit this page.

Question 15

How do I get a 10% discount for subscribing to the newsletter?

Accepted Answer

Once you have signed up for our newsletter, you will receive an email with a link to confirm your email address. After successful confirmation, a separate newsletter containing your personalised discount code will be sent. This process usually takes no more than 10 minutes. If you have not received a confirmation email, please check your spam folder. To subscribe to our newsletter please click here.

Question 16

How and when will I receive my invoice?

Accepted Answer

A receipt for your order will be sent once your order has been dispatched.

Question 17

How do I get free shipping at CLOUD7?

Accepted Answer

Orders over €100 qualify for free shipping within Germany. Unfortunately, we do not offer free shipping outside of Germany.

Question 18

How can I track the status of my order?

Accepted Answer

After your order has been dispatched, you will receive a tracking link via email. If you haven’t received this email, please check your spam folder. Occasionally, emails can get lost there.

Question 19

Why can't I select my preferred payment method?

Accepted Answer

In the CLOUD7 online shop, you can choose from a wide range of popular payment methods, including advance payment, debit and credit card, PayPal, PayPal Express, Google Pay, and Apple Pay. If your preferred payment method is not available, we are always working on providing secure and up-to-date options.

Question 20

Can I pay by invoice?

Accepted Answer

Unfortunately, we do not offer payment on account. Available payment methods include advance payment, debit and credit card, PayPal, PayPal Express, Google Pay, and Apple Pay.

Question 21

I have not received an order confirmation.

Accepted Answer

If you haven’t received your order confirmation, it might have landed in your spam folder. If you’ve checked there and still haven’t found it, please contact our customer service at support@cloud7.de to check the status of your order.

Question 22

Which size is suitable for my dog?

Accepted Answer

Each product page features a "Size chart" button above the "Add to Cart" option, providing an illustration and measurements to help you find the right size for collars, leashes, beds, and coats. For neck circumference, measure loosely around the area where a collar sits. For back length, measure from the base of the collar to the base of the tail. For chest circumference, measure around the widest part of the chest. Detailed measuring instructions are available in the video below. If, for example, the back length and chest circumference don’t match a size, we recommend focusing on the dog's weight.

Question 23

How do I wash the cover?

Accepted Answer

All CLOUD7 dog bed covers are machine washable. Please check our website for specific care instructions. A gentle cycle at a maximum of 30°C is usually sufficient. We recommend using delicate or wool detergent, and if odours persist, a disinfectant agent can help. Ensure that all zippers and velcro fasteners are closed to avoid damage.

Question 24

How do I put the bed cover back on?

Accepted Answer

For dog pillows, fold the mattress tightly to fit through the narrow opening. Firmer dog beds such as the Dream or Yeti poufs require a bit of pushing. Once the mattress is inside, adjust the corners and close the zipper. The Sleepy dog bed’s surrounding chambers have velcro fasteners for easy access.

Question 25

How do I wash and dry the mattress correctly?

Accepted Answer

CLOUD7 mattresses can also be machine washed on a delicate cycle at 30°C with a mild detergent. Make sure both sides are thoroughly dried near a heater or in direct sunlight to prevent mould. Larger sizes may not fit in a standard washing machine, so professional cleaning may be necessary.

Question 26

Does CLOUD7 offer orthopaedic dog beds?

Accepted Answer

Our Orthopaedic Dog Beds provide excellent support for larger dogs and those with joint problems like arthritis. This is due to the thick, hand-filled mattress with a vertically quilted chamber system. The special filling of latex and polyester flakes ensures that the bed retains its shape even after years of use.

Question 27

Are CLOUD7 dog beds vegan?

Accepted Answer

Please note that not all CLOUD7 dog beds are vegan. Some feature fine leather details. However, products such as the Sleepy Plush, Cuddly Plush, Siesta Tweed Grey, Siesta Outdoor Graphite, Cozy, Pisa, Vancouver, Aspen, and Water-Repellent Travel Beds are made without animal materials.

Question 28

Can my dog wear a harness under its coat?

Accepted Answer

Most CLOUD7 dog coats feature a zippered harness hole for easy access. If the harness is incompatible, it can be worn over the coat.

Question 29

Are CLOUD7 dog coats vegan?

Accepted Answer

All CLOUD7 dog coats are vegan. We use eco down made from recycled PET bottles instead of animal-sourced down. The logo details on the Yukon and Derby collections, as well as those on our dog scarves, are made of artificial leather.

Question 30

How can I adjust the length of the dog leash?

Accepted Answer

Rings on our leashes allow you to shorten the length in three steps (except for hand loop leashes). Simply attach the carabiner to the desired ring to adjust the length, giving your dog more or less freedom depending on the environment.

Question 31

Which harness fits under a dog coat?

Accepted Answer

Both the Central Park and Tivoli harnesses fit perfectly under all our dog coats. These harnesses are the classic Norwegian style.

Question 32

Does CLOUD7 offer vegan collars and leashes?

Accepted Answer

Alongside a wide range of environmentally-friendly leather collars, CLOUD7 offers vegan collars made from robust cotton webbing with a click fastener. You can find them here.

Question 33

How do I get the latest releases from CLOUD7?

Accepted Answer

We keep you updated on new products and promotions via our newsletter and on Instagram, Facebook, and Pinterest (@cloud7berlin). We also invite you to regularly check our "New" category. To subscribe to the newsletter, click here.

Question 34

Which dog bed is suitable for incontinence?

Accepted Answer

The Sleepy Outdoor Graphite and Siesta Outdoor Graphite dog beds feature highly water-repellent covers with an antibacterial effect. The covers are easy to wipe down or machine wash, making them ideal for incontinence cases.

Question 35

Are returns free?

Accepted Answer

Returns within Germany are free of charge. Simply use the prepaid return label included in your package. For international returns, shipping costs are not covered and remain the customer’s responsibility.

Question 36

Where can I find the return label?

Accepted Answer

For orders within Germany, the return label is enclosed in your package. For international returns, please note that shipping costs are not covered, and the customer is responsible for these.

Question 37

How do I exchange a product?

Accepted Answer

Unfortunately, we do not offer exchanges due to our constantly changing inventory. However, you can easily place a new order for the item you want and return the one that doesn't fit. We will process your refund within 48 business hours after receiving your return.

Question 38

When will I get my money back?

Accepted Answer

Once your return has been inspected and processed, the refund will be initiated within 48 business hours to the payment method used for the original purchase. The time it takes to receive your refund depends on the payment service provider.

Question 39

Where is my refund?

Accepted Answer

Once your return has been received at our warehouse, the refund will be processed within 48 business hours via the payment method you used at checkout. The timeframe for receiving your refund depends on the payment service provider, but it usually takes no more than two working days.

Question 40

Can I change or cancel my order at CLOUD7?

Accepted Answer

Since our logistics team works efficiently, it’s possible that your package may have already been dispatched before we can process your request. To expedite the process, please include the word "CANCELLATION" or "CHANGE" along with your order number in the subject line of your emails.

Question 41

Under what conditions can I return my product(s)?

Accepted Answer

You have 14 days to return your order for any reason, provided the items are in their original condition.

Question 42

How many days do I have to return my order?

Accepted Answer

The return period starts from the day you or a third party, other than the carrier, receives the goods.

Question 43

To which address should I send the return?

Accepted Answer

For returns, please send your items to: CLOUD7 GmbHReturnsZur Heide 915712 Königs WusterhausenGermany

Question 44

How long does delivery take?

Accepted Answer

Orders are typically packed and processed within 24 hours of receipt of payment, Monday to Friday. The handover to our shipping provider, DHL, occurs every day in the early afternoon. Delivery within Germany usually takes 2-3 working days. For EU destinations, it takes around 4-5 working days, and outside the EU, delivery times can vary significantly depending on the destination country. Please note, this timeframe is subject to DHL's parcel volume.

Question 45

Which shipping service provider does CLOUD7 work with?

Accepted Answer

Our shipping service provider for both national and international shipments is DHL.

Question 46

Notifications and order tracking

Accepted Answer

Once your package has left our warehouse, you will receive an email with a DHL tracking code. You can track the status of your order easily via the provided link. Please check your spam folder if you don’t receive this email.

Question 47

What shipping options are available?

Accepted Answer

Currently, we only offer DHL premium shipping.

Question 48

How much does shipping cost?

Accepted Answer

Shipping is free of charge for orders over €100 within Germany. Otherwise, a standard shipping cost of €5.90 applies. A list of international shipping costs, graded by weight and destination country, can be found on our website.

Question 49

Do you also ship internationally?

Accepted Answer

We offer worldwide shipping. For details on international shipping costs, please refer to our website.

Question 50

Is there a minimum order value?

Accepted Answer

There is no minimum order value in our online shop, but orders under €100 within Germany incur a shipping cost of €5.90. Shipping costs apply to all international orders.

Question 51

Where is the nearest CLOUD7 retailer?

Accepted Answer

Please email us at support@cloud7.de with your postcode or city to find out where you can purchase CLOUD7 products near you. Our customer service team will respond with a selection of retailers in your area.

Question 52

How do I become a CLOUD7 retailer?

Accepted Answer

If you’re interested in becoming a retailer, please email us at becomearetailer@cloud7.de with information about your location and product range so we can discuss the matter with you personally.

Question 53

Where can I find the size chart?

Accepted Answer

You can find the size chart by clicking on "Size Chart" next to the sizes above the "Add to Cart" button on each product page. For further size advice, feel free to contact us by phone or email listed here.

Question 54

How do I measure my dog?

Accepted Answer

To measure your dog’s back length, place the measuring tape between the base of the collar and the base of the tail. For chest circumference, measure around the widest part of the chest. To measure your dog's neck circumference, place the tape loosely around where the collar sits.

Question 55

How do I clean, wash, and care for a dog coat?

Accepted Answer

Small stains on robust materials like the Yukon Dog Coat can be removed with a soft, damp cloth. All CLOUD7 dog coats are machine washable at 30°C on a delicate cycle with minimal spin. Ensure all zips and velcro fasteners are closed to protect the fabric. DO NOT tumble dry.

Question 56

How do I wash and dry an eco-down coat?

Accepted Answer

To prevent clumping in the eco down coat, we recommend adding a tennis ball or laundry ball during the wash. Use a delicate wool wash at a maximum of 30°C and 600 spin with a mild down detergent. Avoid fabric softener. After washing, lay the eco down coat flat to dry, shaking it vigorously several times during the drying process to prevent the down from clumping. A waterproofing spray is recommended to maintain water resistance.

Question 57

How do I waterproof the wax layer of the waxed tartan coat?

Accepted Answer

To renew the water-repellent wax layer on the cotton fabric of waxed tartan coats, we recommend using a spray developed for waxed cotton (e.g., "Nikwax Ltd Wax Cotton Proof Neutral") or a transparent wax block. Rub the wax evenly over the fabric, then use a hairdryer to melt it, allowing it to be absorbed by the fabric, which restores its water-repellent properties.

Question 58

How do I properly care for my leather products?

Accepted Answer

Leather products, like collars and leashes, require care to maintain their quality. For suede, regular brushing with a plant-based brush is recommended to remove dirt and keep the leather soft. Stubborn stains can be cleaned with water and a little soap, then roughened with a suede brush after drying. Avoid excessive moisture to prevent colour transfer. Smooth or oiled leather should be regularly oiled to stay supple and durable, and to prevent it from becoming porous. Use a soft leather brush or cloth, avoiding products with strong smells or high chemical content for your dog’s sensitive nose.

Question 59

My leather products are discolouring – what should I do?

Accepted Answer

In rare cases, discolouration may occur due to natural leather treatment. If your dog’s fur is affected, use gall or curd soap to clean it. Prevent discolouration by avoiding excessive contact between leather and moisture, and by treating the leather with waterproof spray or grease.

Size	Weight of the dog (kg)	Sleeping surface	Outer dimensions	Mattress
S	ca. 2 - 8	45x25x10	70x55x20	55x35x10
S+	ca. 7 - 14	55x35x10	85x65x20	65x45x10
M	ca. 12 - 25	65x45x10	95x75x20	75x55x10
L	ca. 23 - 45	85x65x14	115x100x24	95x75x10

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