Shipping & Exchanges

Fulfillment Time

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.

Shipping Times

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.

Please note, all shipping timelines are estimates, not guarantees. International shipments go out once a week, every Thursday, and this schedule is not included in the quoted shipping time. Customs clearance and local carrier delays may also affect delivery windows.

For expedited orders or to inquire about our current fulfillment time, please contact us at info@cococlem.com.

Warranty

If you received the wrong item or your order was damaged in shipping, we are happy to send you a replacement! Simply contact us at info@cococlem.com within 30 days of delivery with your order number and a photo of the issue. In cases like these, we will cover shipping costs and send you a pre-paid return label.

Lost Packages

Coco Clem is not responsible for lost, stolen, or damaged packages unless Package Protection is purchased at checkout. This optional coverage includes eligible issues such as missing packages, delivery damage, and theft.

Orders placed without Package Protection are not eligible for replacement or reimbursement if lost or stolen.

Domestic Orders: If your order is missing and you didn’t opt in for Package Protection, we recommend contacting your local postal service and filing a Missing Mail Search or Claim with USPS as soon as possible. Claims must be submitted within 60 days of the shipment’s tracking confirmation. While Coco Clem cannot offer replacements or refunds for uninsured packages, your local USPS office may be able to assist in locating the item or issuing a reimbursement.

International Orders: International shipments are handled by DHL, but once they enter your country, final delivery is typically completed by your local postal service. If you didn’t opt in for Package Protection and your order appears to be missing, we recommend contacting both DHL and your local customs or postal office. Your package may be held for duties, taxes, or additional verification. If tracking hasn’t updated in over 2 weeks, it may be considered lost. Unfortunately, we cannot replace or refund international orders (including shipping fees), but your local carrier may be able to assist with locating the package or providing next steps.

Please ensure your shipping address is correct at checkout, as errors are not covered. We also recommend monitoring your tracking link and being available to receive your delivery.

For full details on what is and isn't covered, please read our Package Protection Policy.

Returns & Exchanges Policy

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.

Address Change

Buyers are responsible for providing an accurate and up-to-date shipping address. If you need to change your shipping address, please email us at info@cococlem.com with your order number and the correct address within 24 hours of placing your order. If your order has already shipped before you contact us, we are unable to change the shipping address. If an item is not delivered due to an inaccurate shipping address, a full refund or replacement order is not guaranteed.

International Shipping

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.