SHIPPING POLICY

All online orders are processed, packed and dispatched within 24 hours of your order being placed. As we are located in a small coastal town, orders placed on weekends or public holidays will be dispatched the next business day. Orders are shipped via Australia Post, shipping costs and estimated delivery times can be found below.

Please Note: we may face shipping delays during promotional and holiday periods, we suggest checking the Australia Post website for accurate shipping timeframes during these periods.

SHIPPING TIMEFRAMES

REGION Standard Delivery - Metro Standard Delivery - Regional Express Delivery - Metro Express Delivery - Regional
Australia 2-4 business days 3-8 business days 1-3 business days 2-6 business days
New Zealand 3-5 business days 3-5+ business days 5-8 business days 5-8+ business days
Rest of the World - - launching soon launching soon

SHIPPING COSTS

REGION Standard - Orders under $150AUD Standard - Orders over $150AUD Express Shipping
Australia $12AUD $0AUD $20AUD
New Zealand $35 $35 $45
Rest of the World - - launching soon

PLEASE NOTE: As our small business grows we look forward to offering a larger range of cost effective shipping rates and timeframes to our community.

Lost or Stolen Parcels

Please note that our shipping services do not include additional transit insurance unless otherwise stated. Once tracking details have been provided, delivery of the order is managed by the nominated carrier, and responsibility for the parcel passes to the recipient. While we’re always happy to assist with enquiries or investigations where possible, any outcomes remain subject to the carrier’s policies and processes.

To help ensure safe delivery, we recommend arranging a secure location for your parcel if you won’t be home at the time of delivery. If this isn’t suitable, you may wish to request delivery to a post office, use a complimentary parcel locker service (available to Australian customers), or redirect your parcel to an address where someone will be available to receive it.

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 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.
Carrier Limitations

Carrier limitations can vary depending on border restrictions and/or international regulations. If your order is impacted by carrier limitations, our Customer Care team will contact you via email and your order will be cancelled and refunded in full, including any shipping charges paid.
Duties and Taxes

All international orders are sent Delivery Duties Unpaid (DDU) and may be subject to customs duties, taxes, or other fees determined by the destination country. These charges are not included in the item price or shipping cost unless otherwise stated at checkout. As duties and taxes are set by local customs authorities, we’re unable to estimate or collect them at the time of purchase, and they remain the responsibility of the customer.

For customs purposes, we’re legally required to declare the full value paid for your order and may include an invoice with your shipment if requested by customs. If you’re unsure whether duties or taxes may apply, we recommend checking with your local customs office before placing your order.

If duties and taxes are declined and the order is returned to us, any return shipping costs incurred will be deducted from the refund amount. Please note that any delays, fees, or decisions made by customs authorities are outside of our control.

For further guidance on duties, taxes, and import regulations, your local customs office will be the best point of contact.
Shipping Charges - Terms and Conditions

Shipping charges are non-refundable. If an order is returned, cannot be delivered, or is returned to sender (RTS), the original shipping fees will not be refunded. If your order is returned to us, an additional shipping fee will apply to resend it. Should you choose not to have the order resent, it will be cancelled and refunded, minus the original shipping charges and any RTS fees.

Claims, Refunds & Delivery Issues

Please let us know about missing, lost, or damaged parcels within 7 days of the estimated delivery date, this timeframe allows us to start an investigation with the carrier during their allowable timeframes. Claims submitted after 7 days may not be investigated due to carrier tracking limitations.

All orders are considered final and closed 30 days after delivery. After this period, we won’t be able to accept claims for missing items, damage, wear and tear, manufacturing faults, or condition disputes.

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.