FREQUENTLY ASKED QUESTIONS

ORDERING 101

Can I change or cancel my order after placing it?

Unfortunately we are unable to make any changes or cancel your order once it has been placed. Please ensure all details on your order are correct before submitting your order. In particular, we recommend double checking your email and delivery address.
Do you restock sold-out items?

We intentionally keep our collections small and thoughtfully curated, with a constantly evolving mix of pieces to discover and explore. For this reason, once an item sells through, we often move on to something new rather than restocking it!
What currency do you use?

As we are an Australian company, all product prices are listed in Australian Dollars (AUD), and all orders will also be charged in AUD.
What payment methods do you offer?

We currently offer the following payment methods:
- cash (in-store only)
- credit or debit card
- giftcard
- afterpay
- paypal
- apple pay
- google pay

As our small business grows we hope to offer a more diverse range of ways for our community to pay

Gift cards

How long are gift cards valid? As per Australian Consumer Law, our gift cards are valid for 3 years from the date of the original purchase/ activation.

Can gift cards be refunded? No, gift card purchases are unable to be refunded. All gift card sales are deemed final sale

What happens if I return an order paid with a gift card? The refund will go back onto the original gift card you used to place the order, which will intern reactive it! Please note, if you place an order using a split payment method, for example a portion of your order was paid via gift card and the remainder was paid via credit card, and you choose to return the order/ items from that order, the return will first be refunded to the gift card, and any remaining funds will be refunded to the credit card/ second payment method used.

Can I use them online and in-store? Yes! Gift cards can be used both in-store and online! Gift cards can also be purchased in-store or online.
Sizing advice

We currently stock sizes 6–16, and we look forward to watching our size range grow alongside our beautiful community.

As we curate items from a range of different brands, sizing can vary between labels depending on each brand’s individual size grading and fit. Our sizing breaks down to:

XS – 6 | S – 8 | M – 10 | L – 12 | XL – 14 | XXL – 16

For a personalised fit and sizing advice, please contact our Customer Care Team at support@clementinecollective.co and we’ll be more than happy to help you find the perfect fit.

SHIPPING & DELIVERY

When will my order be shipped?

All orders placed via our online store are packed and shipped off within 24 hours of the order being placed. Please note orders are not shipped on the weekend or on public holidays as our local post office does not operate on these days.
Where do you ship?

Clementine Collective currently only ships to our Australian and New Zealand community via Australia Post ~ we will announce the launch of worldwide shipping on our socials as soon as it is up and running!
What are your shipping timeframes

Australia
Standard Shipping (metro areas)
2-4 business days

Standard Shipping (regional areas)
3-8 business days

Express Shipping (metro areas)
1-3 business days

Express Shipping (regional areas)
2-6 business days

New Zealand
Standard Shipping (metro areas)
3-5 business days

Standard Shipping (regional areas)
4-9 business days
What happens if a parcel is delayed, lost, or stolen?

If your order has been lost, stolen or delayed while in transit or after delivery please email support@clementinecollective.co and our team will provide you with all the required information for your investigation. It can take up to 10 business days for us to receive all the necessary information from the selected carrier.

Please note, nominated carrier delivery confirmation counts as proof that the order was successfully delivered.

To read and view our full shipping policy, including more information on our delayed, lost or stolen parcel policy please click here.

EXCHANGES & RETURNS

Return terms and conditions

Full-Priced & Promotional Items:

  • Eligible for a store credit if returned within 14 days of delivery.
  • Welcome codes are considered full-priced purchases.
  • Promotional items include Black Friday, EOFY and similar discount codes.

Sale & Final Sale Items:

  • Sale items are final sale and cannot be returned, unless deemed faulty beyond repair.
  • Final sale items will be clearly marked.

Swimwear & Intimates:

  • Briefs are final sale and cannot be returned for hygiene reasons.
  • Tops can be returned for a store credit within 14 days of delivery.

Footwear:

  • Eligible for a store credit if returned within 14 days of delivery.
  • Please try shoes on a soft, clean surface before wearing them.
  • Shoes must be returned in their original packaging and be free from marks, scratches or signs of wear.

Jewellery, Wellness & Food:

  • Earrings, wellness and food items are final sale and cannot be returned.
  • Necklaces and bracelets can be returned for a store credit within 14 days of delivery, provided they are unworn, show no signs of wear and are returned with all original packaging.


Please Note: Items that don't meet these outlined conditions will be returned to you at your cost. To read and view our full Return Policy and Terms and Conditions, please click here
Return shipping costs

Australian Orders

  • Store Credit: We’ll provide a return shipping label, with $15 deducted from your store credit to cover the return postage.
  • Exchange: You’re responsible for the cost of returning your original item, and we’ll cover the shipping cost of sending your replacement.

International Orders: Customers are responsible for arranging and covering the cost of their return postage.

Please Note: All returns must be received within 14 days of delivery. We cannot accept responsibility for return parcels that are lost in transit, and returns that do not reach us cannot be processed. To read and view our full Return Policy and Terms and Conditions, please click here
Faulty or incorrect Items

If you receive a faulty or incorrect item, we’re so sorry ~ that’s never the experience we want for you. While every order is carefully checked before leaving us, occasionally something may be missed.

Please contact our Customer Care Team at support@clementinecollective.co within 7 days of delivery, including:

  • Your order number
  • Clear photos of the issue
  • A brief description of the problem

If the item is confirmed as faulty or incorrect, we’ll provide a return shipping label at no cost to you.

We take a thoughtful and sustainable approach to resolving faults, so depending on the issue, we may offer a repair, replacement, store credit or refund. All faulty item claims are assessed on a case-by-case basis. Please contact us before returning an item, as unauthorised or late returns may not be accepted.

To read and view our full Return Policy and Terms and Conditions, please click here
Your question not here? Simply reach out to our Customer Care Team at support@clementinecollective.co and our dedicated team will get back to you asap!