RETURN POLICY

At Clementine Collective, we thoughtfully curate every item with the hope that it will be worn, loved, and lived in for years to come.

However, if your purchase isn't quite right, we happily accept returns on full-priced items within 14 days of delivery. Eligible returns will be issued as a store credit only. Our store credits are valid for 3 years, giving you plenty of time to find something you truly love!

Once received, all returns are carefully assessed by our Customer Care Team for quality assurance, so please allow up to 3 business days for your return to be processed and your store credit to be issued.

Return Eligibility: To be eligible for a return, items must be unworn, unwashed and unaltered, with all original tags, packaging and included accessories or promotional items. Items that don’t meet these requirements may be declined and returned to you at your expense.

Full-Priced Items:

  • Full-priced purchases are eligible for a store credit when returned within 14 days of delivery.
  • This includes purchases made with our welcome or thank you promotional codes.
  • Store credits are valid for 3 years and can be used online or in-store.

Sale & Final Sale:

  • Sale and Final Sale items are not eligible for a return, exchange or store credit, unless the item is faulty.
  • This includes purchases made with Black Friday, EOFY, Boxing Day and similar promotional codes.

Gift Cards:

  • Gift cards are non-refundable and cannot be exchanged for cash.
  • They are valid for 3 years and can be used online or in-store. If an approved return was originally purchased using a gift card, the credit will be returned to the original gift card.

Swimwear, Intimates & Footwear:

  • For hygiene reasons, all swimwear, intimates and footwear are final sale and cannot be returned.

Jewellery, Wellness & Food:

  • For hygiene and safety reasons, earrings, wellness products, food and consumable items are final sale and cannot be returned.
  • Necklaces and bracelets may be returned for a store credit within 14 days of delivery, provided they are unworn, in original condition and returned with their original packaging.

Please Note

  • Returns must be received within 14 days of delivery.
  • Original shipping costs, duties and taxes are non-refundable.
  • Items that don’t meet our return requirements may be returned to you at your expense.
  • We reserve the right to decline returns that fall outside our policy or appear excessive or inconsistent with our returns process.
  • Purchases made for content creation, styling, photography, events or commercial purposes may be subject to additional return conditions.
How to Return: Online Orders

To start an online return, please contact our Customer Care Team at support@clementinecollective.co with:

  • Your order number
  • The item you’d like to return
  • The reason for your return

Australian Orders: We’ll provide a return shipping label, with $15 deducted from your store credit to cover the return postage.

New Zealand Orders: Return shipping costs are the responsibility of the customer.

Please ensure your return is received within 14 days of delivery. We cannot accept responsibility for parcels lost in transit, and returns that don’t reach us cannot be processed.
How to Return: In-store and Click + Collect Orders

If you’d like to return an order purchased at our Newport Boutique, simply visit us in-store within 14 days of your purchase date. Our friendly boutique team will be happy to assist you with the return.

  • Orders purchased in-store, or placed online for local pick up, are eligible to be returned for a store credit or exchange.
Faulty and Incorrect Items

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.
Claims, Refunds & Product Issues

If your order arrives damaged, faulty, incorrect, or with missing items, please contact us within 7 days of delivery. This allows us to assess the issue promptly and, where required, begin any necessary investigation within allowable timeframes. All claims relating to returns, faults, damage, wear and tear, manufacturing issues, or item condition must be raised within this period. Claims submitted outside of this timeframe may not be eligible for assessment.

Orders are considered final and closed 30 days after delivery. After this time, we’re unable to accept claims or requests for refunds, replacements, or store credit relating to product condition or return eligibility.

Any chargebacks or payment disputes for shipping issues made more than 30 days after delivery or purchase will be formally contested. In this case, we will provide all relevant order records, tracking confirmation, delivery evidence, customer communications, and policy agreements to banks, card schemes, and payment providers where needed. Failure to notify us within the required timeframes may void eligibility for a refund, replacement, or store credit.