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 approximately 6-10 weeks, though this may vary depending on production. All pre-order items are clearly marked as such in both the product title and description. If any pre-order delays occur, we will notify you promptly with updated shipping estimates. Please note that estimated timelines are not guaranteed, as production and international shipping times can fluctuate.

Shipping Times

After leaving our studio, your order typically arrives within 2-5 business days for U.S. and international addresses. Please note, all shipping timelines are estimates, not guarantees. 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.

Wrong Item & Damage 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 send you a new item and cover the shipping costs to send the replacement if it qualifies.

Lost & Stolen Packages

Coco Clem is not responsible for lost or stolen packages unless Package Protection is purchased at checkout. 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 UPS. If your order appears to be missing, please email us at info@cococlem.com so we can file a claim with UPS on your behalf; your package may be held for duties, taxes, or need additional verification. If tracking hasn’t updated in over 2 weeks, it may be considered lost. Unfortunately, we cannot replace or refund international orders until a resolution is made with your UPS claim.

Damage: If your package arrives damaged, in order to file a claim with UPS we need 5 photos from you. Please include these in your email along with your order number:

1. The item(s) as they arrived, showing any damage
2. The packaging material used
3. Showing the shipping label on package with tracking number clearly visible
4. Close-up photo of the box manufacturer’s certificate (round stamp on outside of package)
5. Photos of the mailer/envelope itself (front and back, showing any visible damage)

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 10% handling fee, which will be deducted from your total refund. If you opt for an exchange or store credit instead, the handling 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). These are final sale.

Some discounted items such as our sample sale items are also final sale and ineligible for exchanges or refunds.

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 UPS Worldwide Expedited. 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 UPS to ensure fast and dependable 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 UPS will contact you directly to collect any applicable fees before delivery. If a package is refused or unclaimed due to unpaid customs charges, UPS will usually return it to us. In this case, we’ll refund the item cost minus the original shipping fee and a 10% restocking fee once the package arrives back. Shipping and re-stocking fees are non-refundable.