FAQ

Please note: Not all items in our shop are pre-orders. If a product is a pre-order, it will be clearly labeled in the sub-header on the product page, and in the product description upon purchase. These details will be removed when an item becomes in stock and ready to ship again.

If you’re ordering a pre-order item, here’s what you need to know:

Shipping Timeline: Pre-orders typically ship within 6-10 weeks, though this may vary depending on production. If there are any delays, we’ll notify you promptly and share updated shipping estimates.

Combined Orders: If your order includes both pre-order and in-stock items, everything will ship together once the pre-order arrives. If you need an in-stock item sooner, we recommend placing a separate order.

Cancellations & Refunds: Earrings are final sale and not eligible for refunds for hygienic reasons. All pre-order items are made-to-order and cannot be canceled, refunded, or exchanged due to production or shipping delays.

Because we begin production based on the number of orders and sizes placed, your payment secures your item and helps fund its creation. Once delivered, your item may be eligible for return under our standard return policy, unless marked final sale. If so, this will be clearly stated on the product page. For more information, visit our Shipping & Exchanges page.

For hygienic reasons, we do not accept returns, refunds, or exchanges on earrings and body jewelry (including nose and septum rings).

Still have questions? Reach out to us anytime at info@cococlem.com and we're happy to help.

All orders ship from our Wilmington, NC studio within 2-3 business days, and often even the same day they’re placed. Pre-order items have a longer lead time of 6-10 weeks, and will always be clearly marked in both the product title and description.

After leaving our studio, your order typically arrives within 2-5 business days at U.S. addresses. International orders may take anywhere from 4-14 business days to arrive. For expedited orders or to inquire about our current fulfillment time, please contact us at info@cococlem.com.

For specific updates on your order, feel free to email us at info@cococlem.com.

Address Change:

Buyers are responsible for entering the correct address at checkout. If you need to update your address, email info@cococlem.com within 24 hours of placing your order. Be sure to include your order number and the updated address. Once an order has shipped, we can’t make any changes.

Change Order:

If you need to add or remove something from your order, email us at info@cococlem.com as soon as possible with your order number. We’ll try to accommodate your request, but changes aren’t guaranteed once your order has been processed or shipped.

Cancel Order:

Orders can be canceled within 24 hours of purchase. Please email at info@cococlem.com with your order number. Once your cancellation is confirmed, please allow 5-10 business days for the funds to be credited back to your account, depending on your payment provider.

Due to the made-to-order nature of pre-orders, all pre-order sales are final and cannot be canceled or refunded. Pre-orders are also not eligible for cancellation due to shipping delays. Estimated timelines are always noted on product pages and in email updates.

Coco Clem accepts all major credit cards, PayPal, Apple Pay, and Shop Pay.

For orders over $50, you can choose Shop Pay Installments at checkout to split your purchase into four interest-free payments. There are no fees, no hidden charges, and no impact on your credit score.

We want you to feel confident and excited about your Coco Clem purchase. We gladly accept returns and exchanges on all new and unused items, excluding earrings, which are final sale for hygienic reasons. All items marked as final sale are not eligible for return or exchange.

If you aren’t fully satisfied, please email info@cococlem.com with your order number and reason for return within 7 days of delivery for both domestic and international orders. Exchanges are accepted within 14 days of delivery. We take all feedback into consideration when designing, so the more specific you can be, the better!

Once your return or exchange is approved, your item must be postmarked within 7 days of initiating the return or exchange request. If it is not, your refund or exchange may be denied.

We offer refunds to the original payment method, store credit, or exchanges. Refunds to the original payment method are approved for items that meet our return policy conditions, and are not guaranteed for all purchases. Refunds exclude original shipping charges and are subject to a $7 handling fee, which will be deducted from your total refund. If you opt for an exchange or store credit instead, the restocking fee is waived. The customer is responsible for shipping costs associated with shipping the item back to us for a return or exchange.

International customers must arrange return shipping through their local postal service. We recommend tracked and insured shipping, as Coco Clem is not responsible for lost or delayed packages. Returns and exchanges are processed within 5-10 business days of receiving and inspecting your item.

Please take care when trying on garments. Items must be returned in unworn, unused condition, exactly as received. We cannot accept exchanges for items with deodorant or lotion marks, make-up stains, pet hair, perfume or odors, missing or damaged tags, compromised packaging, snagged fabric, or any other signs of wear. Returns that show any of these issues, or arrive with damage due to improper packaging on the return journey, will be considered unsellable and will be rejected. In such cases, your refund will be denied and the item will be returned to you at your expense.

All pre-order items are made-to-order and cannot be canceled, refunded, or exchanged due to production or shipping delays. Because we begin pre-order production based on the number of orders and sizes placed, your payment secures your item and helps fund its creation. Once your item is delivered, it may be eligible for return according to our standard return policy, unless otherwise stated. Some pre-orders may be marked final sale and ineligible for return. If this applies, it will be clearly stated on the product page prior to checkout.

Coco Clem monitors return activity and reserves the right to refuse service if we detect misuse or abuse of our exchange policy.

Email us at info@cococlem.com to file your exchange.

For hygienic reasons, we do not accept returns, refunds, or exchanges on earrings and body jewelry (including nose and septum rings).

Some discounted items and Wonder Box orders are ineligible for exchange due to being final sale.

You will receive tracking with your shipping confirmation to the email you used during checkout when your order ships. If you do not receive an email, please check your spam folder or feel free to reach out.

All domestic packages are shipped via USPS, with free US shipping on all orders over $75. If you need an item expedited, please email us at info@cococlem.com and we’ll do our best to accommodate your request.

We offer flat-rate international shipping starting at $25 via DHL Express. While this method is more expensive than standard postal services, it’s significantly more reliable. Many packages shipped through economy carriers end up lost or delayed, which is why we’ve chosen DHL to ensure fast and reliable delivery.

Please note that duties, taxes, and import fees are not included in the shipping cost. These charges are determined by your country’s customs office, and DHL will contact you directly to collect any applicable fees before delivery.

If a package is refused, unclaimed, or abandoned due to unpaid customs charges, it may be destroyed by DHL, and we won’t be able to offer a refund or replacement in such cases. If your package is returned to us, we’ll refund the item cost minus the original shipping fee.

In rare instances where your address is categorized by DHL as a remote delivery zone, a team member will reach out to collect the additional shipping balance.

You can find our entire wholesale line on Faire. Please be sure to use our direct link so a commission doesn't get taken out! For more information, please visit our wholesale page.

Coco Clem pieces are made responsibly in limited quantities to reduce excess inventory and waste. We only produce what we expect to sell, so certain sizes or color-ways may sell out quickly and aren’t always restocked right away.

If an item is sold out, we highly recommend signing up for restock notifications on the product page, and you’ll be the first to know when inventory is updated. We’re working to move away from pre-orders on our most-loved designs to keep popular styles consistently in stock.

The best way to keep up with new drops & restocks is to sign up for our mailing list and follow us on instagram.