Introduction
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 should I pay for my preorder?
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.
We secure your prices
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.
Your preorder with deposit has arrived in stock
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.
Do you need more time to make your payment?
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.
Combine a preorder that has arrived in stock with items in stock and or other preorders that have also arrived in stock
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.
Combine preorders that are not yet in stock in the same shopping session
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 availability of a preorder
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.
Your preorder is canceled
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 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.
Confirmed delivery date
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.
How to cancel a preorder?
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).
A preorder is no longer available for order
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 have not found the answer to your question about a preorder in this help?
You can contact our support (subject: “preorder information”), or on our live chat.
Enjoy an immediate 10% discount all year round!
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.
How much does the membership card cost?
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.
How can I order the LCdN card?
Simply add it to your basket and the promotion will be already applied to the products* you add!
*excluding exclusions
When will my LCdN card be activated?
The card is active as soon as you add it to your basket! You can benefit directly from its advantages.
Can I extend the duration of my LCdN card?
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.
Will the member price apply to my orders or preorders placed before its purchase?
No, there is no retroactive effect.
What happens when my card is deactivated?
You will receive an email before it expires to inform you of its next deactivation, you are free to renew it.
When the card is deactivated, will I keep the member price on my preorders pending delivery?
Yes, your prices are kept.
Is my card valid in your physical store?
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 have not found the answer to your question about a preorder in this help?
You can contact our support, or on our live chat.
An item is missing from my delivered order
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.
Are the return costs refunded for a return?
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.
I received a damaged item
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.
I did not receive the correct item
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.
Right to cancellation - withdrawal
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.
Payment methods available
We offer several secure payment methods so that you can pay for your order according to your preferences and the payment methods available in your country.
The payment methods actually available may vary depending on the delivery country, the amount of the order, the type of products ordered, and the eligibility conditions set by each payment provider.
Credit card and Bancontact
You can pay for your order by credit card or card-based payment method, including:
- Visa
- Mastercard
- American Express
- Bancontact, formerly Mister Cash
- Maestro, subject to availability
- Other compatible cards or payment methods displayed during checkout
Card payments are processed through a secure payment platform. Depending on your bank, strong authentication such as 3D Secure may be required to validate the transaction.
PayPal
You can also pay for your order with PayPal.
During checkout, simply select PayPal and log in to your PayPal account to confirm the transaction.
Depending on your country, your PayPal account, and the eligibility of your purchase, PayPal may offer you an instalment payment option directly within its interface. This option is offered and managed exclusively by PayPal. It is not automatically available to all customers or for all orders.
Instalment payment with Alma
From €100, you can request to spread the payment of your order with Alma.
Depending on your country, the amount of your cart, and your eligibility, Alma allows you to pay in several instalments. The available options are displayed directly during checkout.
To date, Alma is available to customers based in the following countries:
- France
- Belgium
- Germany
- Spain
- Portugal
- Italy
- Austria
- Ireland
- Luxembourg
- The Netherlands
Please note: for Belgium, the number of instalments is limited to a maximum of three monthly payments.
Any fees related to instalment payment are shown before your payment is confirmed. The Alma payment schedule specifies the amount of each instalment, the debit dates, and the breakdown of any applicable fees.
Once the payment has been accepted by Alma, your order is confirmed. If the products are in stock, your order is processed and shipped according to our usual timeframes. Alma then manages the payment instalments directly with you.
Payment with Alma is subject to acceptance by Alma. The current maximum limit is €6,000 for a single cart.
Bank transfer
You can also pay for your order by bank transfer.
This payment method is a practical solution if you do not wish to pay by credit card or are unable to do so. Simply follow the instructions displayed on the screen after confirming your order. These instructions are also sent to you by email.
Bank transfer payments are processed through our partner Mollie, a European payment service provider specialised in online payments. The beneficiary account displayed may therefore be a Mollie payment account. Please use only the bank details and payment reference provided when placing your order.
Your order is confirmed after the payment has been effectively received or confirmed. The confirmation time may vary depending on your bank, the country from which the transfer is issued, and the type of bank transfer used.
The products in your order are reserved while we wait to receive your bank transfer. If we do not receive your payment within 12 days, the order is automatically cancelled.
In the event of abusive or repeated use of bank transfer without effective payment of orders, we reserve the right to disable this payment method for your customer account.
For bank transfers made from a country outside the SEPA zone or involving specific bank charges, any fees charged by your bank are your responsibility. Please make sure that the full amount of the order reaches us.
Apple Pay, Google Pay, iDEAL, Wero and other payment methods
Depending on your country, device, browser, and the payment methods activated at the time of your order, other solutions may be offered, including:
- Apple Pay
- Google Pay
- iDEAL / Wero
- Other local payment methods available
Only the payment methods displayed when confirming your order are available for your purchase.
How to use a coupon code ?
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.
Price including VAT and without VAT
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.
Are you having a problem with your payment?
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.
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