FAQ’s
General
What is Rainy Clouds OG?
Rainy Clouds OG is the platform for style. Founded in 2019 to bring trust to the sneaker community. Rainy Clouds OG is an online high end retail e-commerce platform that is centered around customers. Rainy Clouds OG is a luxury technology platform that aims to deliver a sophisticated lifestyle through runway urban fashion and authentic sneakers. Beyond an online shopping portal, Rainy Clouds OG is a way of life.
How we work?
We inspect every item for quality and authenticity. Once verified, we’ll ship them to you. If we find that the product is inauthentic or not as described, we’ll notify you and offer a full refund.
Apparel and accessories, are pre-verified and ship directly from our trusted retail and boutique partners.
Can I delete my account?
Yes, just contact us!
How to get in touch?
Raise service request 24/7. You can always reach us also through email, WhatsApp or Instagram. Our team is always available for all your inquiries.
support@rainycloudsog.com
+966 582072239
How do we authenticate the products?
Our commitment to authenticity starts with our staff. The employees of Rainy Clouds OG are the most experienced and passionate in the business, with a wealth of expertise that in many cases reaches back decades. Every member of the team understands that our marketplace runs on trust and that their knowledge and training are the foundations of that trust. In addition to our staff’s unrivaled expertise, we also boast the most thorough inspection process in the business. Unlike some marketplaces, we physically inspect our inventory and demand that our sellers have proof of purchase as well.
Orders
I received my order but it’s in a different condition than expected. What do I do?
You can simply submit a ticket via the Rainy Clouds OG website — go to the Profile tab and tap Orders. You can also contact us through email, WhatsApp or Instagram. To help us resolve your issue as quickly as possible, please be sure to include photos of the items as received for our team to review.
Why is there a $1 charge on my credit card statement?
When you update payment or shipping information on your account, you may see a pending transaction of $1 appear on your credit card statement. This is a temporary authorization hold to verify your payment method that will be reversed automatically, typically within 5-7 business days.
Can I cancel my order?
Yes. If you changed your mind, get in touch. We always want you to be 100% happy with your purchase.
When will I receive my order?
KSA Shipping: It will typically take 15-20 business days to be delivered.
For international orders, delivery times vary due to customs.
Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.
Why was my order canceled?
There are some circumstances, Rainy Clouds OG is unable to complete the order. For sneaker orders, we will make every effort to find a replacement in a timely manner, but if unsuccessful, your order will be canceled.
I never received my order. What do I do?
For security and privacy reasons, we ensure successful delivery to the shipping address provided at checkout. If your order is returned to us as undeliverable, your item(s) will be placed into Rainy Clouds OG inventory under your account.
If you still have not received your order, Rainy Clouds OG will assist you in filing a missing package investigation with the courier on your behalf. A missing package investigation can take anywhere between 7-10 business days. Approved claims may be refunded.
Rainy Clouds OG reserves the right to deny any claim or request for the refund in connection with a pattern of fraudulent user behavior that Rainy Clouds OG determines in its sole and reasonable discretion should result in the suspension or termination of such user’s account.
Do you accept purchases over the phone or email?
Yes.
I’m having issues purchasing. What do I do?
Sometimes our payments processor is unable to complete your purchase. This can be for a number of reasons, Please review the information entered and contact the card-issuing bank. If you’re still having issues, please contact us for additional assistance.
How do I place an order?
Browse items for sale, select your size, and tap “add to cart.” After you tap checkout, enter your contact information, select a payment option and your items will soon be on their way to you.
Does the card have to match the name?
The card does not have to match the name on the account that is selected. However, all orders go through a safe transaction review to ensure there is no fraudulent activity. If the name does not match, it may get flagged by our payment processor.
I placed an order, but didn’t receive a confirmation email.
Tap on the Profile icon, then Orders to make sure your order was processed. If you see that it was, click Settings and Edit Profile to make sure we have your email address correctly. You can also contact us for additional assistance.
How much does the Assurance of Authenticity cost?
We want you to feel comfortable when you purchase on Rainy Clouds OG, which is why we offer the Assurance of Authenticity at no additional cost to you.
Do you calculate foreign currency exchange rates?
All fees are listed in Saudi Arabia Riyal unless otherwise stated. We are not responsible for currency exchange rates, except as described below. If you are an international buyer, you may have the option to buy items in US dollars. If you opt to pay in your local currency:
We’ll automatically display your order total in your local currency on the checkout page. Your order total includes the foreign exchange rate as well as any applicable fees or costs.
If you return a purchase that was purchased in your local currency, you will receive Rainy Clouds OG Credit in the amount you paid in your local currency converted to USD.
Offers can only be made in Saudi Arabia Riyal at this time. We may display approximate conversions to help you make the best offer.
Some payment methods may not be supported.
Because foreign exchange rates fluctuate, the price you see for an item in your local currency on one day may be different from the price for that same item on another day. The foreign exchange rates we apply are updated daily. Rainy Clouds OG takes no responsibility for the accuracy of any foreign exchange rate applied to your purchase or return.
What payment options do you accept?
We accept several methods of payment. If you purchase items in Saudi Arabia, we accept MADA, Visa, MasterCard, and Tabby. Alternate methods of payment include Apple Pay.
What is Tabby and how do I use it?
We’ve partnered with Tabby to offer a buy now pay later option for Saudi Arabia, UAE, Kuwait, Bahrain users, so you can get the items you want now and pay for them in four equal installments, interest-free. Simply select Tabby at checkout, provide basic information and get an approval decision instantly. The only fees are late fees for missed payments. To learn more about Tabby, visit
https://tabby.ai
Shipping
What International Shipping models does Rainy Clouds OG use?
For international orders, delivery times vary due to customs.
Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.
How much does shipping cost?
The cost of Saudi Arabia’s domestic shipping is 140 SAR.
The cost of international domestic shipping is $35.
Customers may incur additional charges for purchases of multiple items or heavy items.
Can I change my shipping address after my order has been placed?
Yes. Contact our customer service team and they will help you out.
Returns
When will I receive my refund?
Once we process your return, we will refund you for the amount you paid for the item(s), less the shipping costs to and from you, and less any priority processing fee paid. Refunds will be in either store credits or the original method of payment. Please allow your financial institution 7-10 business days (Sunday – Thursday excluding holidays) to fully process the refund.
How do I make a return?
You have 3 days to request a return from the date you received the item(s). To initiate a return, contact us. Once we receive your return, the item(s) will be evaluated before your refund is made. Evaluation criteria include the following:
- Item(s) must include the return label and packing slip provided by us—Please note: Returns will not be processed without a Rainy Clouds OG return label and packing slip.
- Item(s) must be in the condition they were in when sent by us, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris (for sneaker items), and all original packaging included.
- Item(s) must be shipped to us within 3 days of receiving your return label. The evaluation process may take up to 7 days from receipt of return request and we reserve the right to make the final decision on all return requests.
Once we determine the eligibility of the return, we will issue a refund in store credits or to the same method used for purchase, excluding the shipping fees.
Do you accept returns?
If you are not 100% happy with your item, you have 3 days to request a return as long as the item in its original state. Rainy Clouds OG reserve the right to reject returns of used/damaged items.
Why do I have to pay for return shipping?
Rainy Clouds OG subsidizes the cost of shipping. When a return is initiated, Rainy Clouds OG asks that you cover the difference in shipping costs.
What happens if I don’t ship my return back to Rainy Clouds OG?
If the item is not shipped within three (3) days of receiving a return label, the order will not be eligible for a return.
How long does the return process take?
You have 3 days from the date you received your sneakers to request a return and ship your shoes. The sneakers will then go through our evaluation process which can take up to 7 days from receipt. Once approved, Rainy Clouds OG will refund you for the amount paid, less the shipping costs to and from you. The refund will be issued in the form of store credit or to the method used for purchase.
Tax
What price does Rainy Clouds OG declare for DDU shipments?
Rainy Clouds OG will declare the price that was paid for customs purposes. Buyers are responsible for the applicable customs duties and taxes that are billed by their respective countries of residence.
What are VAT and DUTY charges for orders shipped to Saudi Arabia?
If you place an order for delivery in Saudi Arabia, you will be responsible for paying applicable VAT on your orders. To provide you with additional information on such VAT, your order confirmation email will show you the VAT. The VAT is based on the VAT rates set by Saudi Arabia.
We currently calculate VAT charges as follows:
VAT = VAT Rate x [Item Price + Shipping Costs (if any) + Other Applicable Taxes (if any)]
Our VAT charges are based on the facts and assumptions of 15%, which may change in the future.
Does Rainy Clouds OG charge import duties?
If you are an international shopper you will be charged a cross-border e-commerce tax in compliance with applicable laws and regulations. This tax is meant to represent all applicable customs duties and taxes and no additional charges should be incurred upon your receipt of the item(s). If you do not enter this information at checkout, you will be liable for any applicable customs duties and/or taxes charged by the carrier upon receipt of your item(s). If you believe you have inadvertently been charged this tax, please reach out to us.
What is an import duty?
Import duty is a tax collected on imports by a country’s customs authorities. A good’s value will usually dictate the import duty. Depending on the context, import duty may also be known as a customs duty, tariff, import tax, or import tariff.
Does Rainy Clouds OG charge VAT?
Rainy Clouds OG charges a value-added tax (VAT) on qualifying orders that are shipped to Saudi Arabia.
What is VAT?
VAT or “value-added tax” is a consumption tax placed on certain products whenever value is added at each stage of the supply chain, from production to the point of sale. VAT is also known as a “goods and services” tax (GST) in certain countries.
Why am I being charged sales tax for certain items but not for other items?
We will collect sales or use tax (collectively “Sales Tax”) on purchases of taxable items from buyers located in Saudi Arabia where we have determined that we have a legal obligation to collect Sales Tax for such purchases.
In some cases of offers, the price is referred to as “including VAT”.
Why am I being charged a cross-border e-commerce tax?
If you are an international buyer at checkout you will be charged a cross-border e-commerce tax in compliance with applicable laws and regulations in your country. This tax is meant to represent all applicable customs duties and taxes and no additional charges should be incurred upon your receipt of the item(s). If you do not enter this information at checkout, you will be liable for any applicable customs duties and/or taxes charged by the carrier upon receipt of your item(s).
Currency
Can I pay in my local currency?
All fees are listed in Saudi Riyal or US dollars unless otherwise stated. We are not responsible for currency exchange rates, except as described below. If you are an international buyer, you may have the option to buy items in your local currency or US dollars. If you opt to pay in your local currency:
We’ll automatically display your order total in your local currency on the checkout page. Your order total includes the foreign exchange rate as well as any applicable fees or costs.
If you return a purchase that was purchased in your local currency, you will receive Rainy Clouds OG Credit or a refund in the amount you paid in your local currency converted to Saudi Riyal or US dollars.
Offers can only be made in Saudi Riyal or US dollars at this time. We may display approximate conversions to help you make the best offer.
Selling is only available in Saudi Riyal or US dollars at this time.
Some payment methods may not be supported.
Because foreign exchange rates fluctuate, the price you see for an item in your local currency on one day may be different from the price for that same item on another day. The foreign exchange rates we apply are updated daily. Rainy Clouds OG takes no responsibility for the accuracy of any foreign exchange rate applied to your purchase or return.