The deposits

Pre-Order and Deposit Policy

Many of our products are collectible items produced in very limited quantities. Some are even released as numbered editions. Production quantities are usually determined shortly after pre-orders open, based on demand. Once quantities have been confirmed, pre-orders may remain open depending on the additional allocation made available.

At La Cité des Nuages, we are pleased to offer customers the opportunity to reserve these items before release. To confirm a pre-order, a deposit is required. This deposit secures your reservation.

Deposit for Pre-Orders

A deposit is required to confirm your pre-order. This ensures that your item is reserved and can be shipped to you once it becomes available.

It also helps protect us against abusive pre-orders placed without any real intention of completing the purchase.

Deposit Amount and Balance Due

The amount of the required deposit, as well as the remaining balance due, is clearly indicated on the product page.

The deposit paid will of course be deducted from the final amount due when your pre-order arrives in stock and the balance payment is requested.

You can view both the deposit already paid and the remaining balance due in the “My Pre-Orders” section of your account.

Right to Cancel

Cooling-Off Period

In accordance with European consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving your pre-ordered item, without having to provide a reason.

Refund of the Deposit

If you choose to cancel your order within this period, all amounts paid will be refunded in full.

This policy applies to all pre-ordered items unless otherwise stated for specific products excluded from this right.

Exceptions

Personalised Products

Please note that the right of withdrawal does not apply to goods made to your specifications or clearly personalised.

Where applicable, this exception will be clearly stated on the relevant product page.

How to Cancel

Cancellation Procedure

If you wish to exercise your right to cancel, please contact us within the applicable time limit. Our customer service team will guide you through the return and refund process.

Delays to the Release Date Announced by the Manufacturer or Distributor

In some cases, a pre-order may be subject to significant production delays, meaning the release takes place much later than originally announced.

In this situation, if you explicitly request it by contacting our support team, we may refund your deposit, provided that:

- the product is not in stock;

- the product is not already confirmed as incoming;

- the delay is more than two full quarters beyond the quarter originally announced at the time of your order.

Example

If the estimated delivery date for your pre-order was originally announced for Q1 of year xxxx, and the product has still not been delivered, is not confirmed as incoming, and remains in pre-order status after two full quarters have passed following that initial quarter, you may request a refund of your deposit starting from Q4.

Please note that if you cancel your pre-order in this context, you will lose the original rights and preferential conditions attached to that pre-order.

If you later change your mind, it will not be possible to restore the original pre-order terms. If the product is still available, you may place a new order, but only under the current price and conditions in effect at that time.

To check the estimated release period that applied when you placed your order, please refer to the “My Pending Pre-Orders” section in your account.

Additional Information

If you have any questions about your pre-order, your deposit, or our cancellation policy, please consult our FAQ section or contact our customer service team.

We are here to ensure that your shopping experience is as smooth and worry-free as possible.

La Cité des Nuages is committed to respecting consumer rights and to ensuring customer satisfaction with every pre-order. Thank you for your trust.