Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

ORDERING 101

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.

Yes, we do occasionally restock sold out items that our community desperately want back!

Should you have a restock request, please contact our Customer Care Team via support@clementinecollective.co and they will be able to assist you further.

As we are an Australian company, all product prices are listed in Australian Dollars (AUD), and all orders will also be charged in AUD.

However, New Zealand customers are able to browse and place orders with NZD

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

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.

As our offering consists of many different brands, the sizing of garments can really vary depending on the size grading each brand uses. For the best possible fit and tailored sizing advice, please contact support@clementinecollective.co and our Customer Care Team will assist you.

SHIPPING & DELIVERY

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.

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!

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
We are waiting for a few more orders to be placed with our New Zealand postal services to share more accurate shipping timeframes

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. Please note it can take up to 10 buisness days for us to recive all the nessecary information from the selected carrier. Please note, nominated carrier delivery confirmation counts as proof that the order was sucessfully 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

Full-Priced Items purchased via our online store are eligible to be returned for a store credit, or a refund if returned to us within 14 days of delivery
- Please note orders placed with a welcome code are considered full price purchases
- Store Credits are valid for 3 years and can be used both online and in-store

Promotional Items are eligible to be returned for a store credit only if returned to us within 14 days of delivery
- Promotional items includes Black Friday Codes, EOFY codes etc.
- Store Credits are valid for 3 years and can be used both online and in-store

Sale Items are not eligible to be returned, unless deemed faulty.
- Items will be marked if they are Final Sale
- Please not all orders undergo a quality control check before being shipped off, and will not be sent off if deemed faulty

Gift Cards are not eligible to be returned.
- Gift Cards are valid for three years from the date of issue and not redeemable for cash.
- Gift Cards can be used online or in-store
- If an item/ order you are wanting to return was processed using a gift card, the refund will go back onto the original gift card used.

Swimwear & Intimates have mixed return conditions.
- Due to hygiene reasons, swimwear and intimate briefs are considered to be final sale and cannot be returned
- Swimwear and intimate tops are eligible to be returned for a store credit only, if returned to us within 14 days of delivery

Footwear is eligible to be returned for a store credit, or a refund if returned to us within 14 days of delivery
- Please try shoes on soft surfaces before wearing.
- Must be returned in original packaging, with no marks, scratches, or signs of wear.
- Items that do not meet these conditions will be returned to you at your cost. Should you refuse re-delivery you may not be entitled to a full refund.

Jewellery, Beauty, and Food Items have mixed return conditions
- Earrings, beauty and food items final sale and cannot be returned.
- Necklaces and bracelets showing no visible signs of wear are eligible to be returned for a store credit, or a refund if returned to us within 14 days of delivery. These items also must be returned with all the original packaging
- Items that do not meet these conditions will be returned to you at your cost. Should you refuse re-delivery you may not be entiled to a full refund.

Consignment Items are not eligible to be returned.
- Items will be marked Final Sale and are unable to be returned unless deem faulty.
- Please not all orders undergo a quality control check before being shipped off, and will not be sent off if deemed faulty

To read and view our full Return Policy and Terms and Conditions, please click here

Australian Orders: We will provide you with a return shipping label, and $10 will be deducted from your final return amount to cover the cost of your return label.

International Orders: International shipping launching soon.

All returns must be received within 14 days of the delivery date. We are unable to accept liability for lost return parcels, and returns that do not arrive back to us cannot be processed.

To read and view our full Return Policy and Terms and Conditions, please click here

If you receive a faulty or incorrect item, we’re so sorry ~ that’s never the experience we want for you. Every order is carefully checked before leaving us, however on rare occasions, 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 fault or incorrect item
- A brief description of the issue

This allows us to assess the issue quickly and offer the most appropriate solution. Where an item is confirmed as faulty or incorrect, a return shipping label will be provided, and you won’t be charged for return postage.

Because we believe in a thoughtful and sustainable approach to fashion:
- Minor faults may be eligible for a repair or replacement.
- Major or irreparable faults may be eligible for a replacement, store credit, or refund.

Please note that all faulty item claims are assessed on a case-by-case basis. Items returned without prior approval, or outside the required timeframe, may not be accepted.

To read and view our full Return Policy and Terms and Conditions, please click here