Shipping and Returns

1. PROCESSING TIME

As long as the purchased products are in stock, orders received from Monday to Friday are generally processed within 72 hours. Orders placed on Saturdays, Sundays, and holidays will begin processing on the next business day. Once an order is processed, the chosen shipping method will determine when you receive it. Shipping times are approximate and should be calculated from the moment you receive the shipping notification, not from the moment you place the order.

2. SHIPPING

All orders of our products are processed and shipped within 10 to 15 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, deliveries may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in the shipment of your order, we will contact you via email. Note that we offer free shipping only for orders over €200 shipped to mainland Portugal.

3. DISCLAIMER FOR WRONG ADDRESS

It is the customer's responsibility to ensure that the delivery address provided is correct. We do our best to expedite processing and shipping time, so there is always a small window to correct an incorrect delivery address.

4. LOST/STOLEN PACKAGES

We are not responsible for lost or stolen orders. We strongly recommend keeping Route Protection on your order. Route Protection is automatically added to all orders to protect the customer in case their package is lost, stolen, or damaged during transit.

If you choose to remove Route Protection and your tracking information indicates that your package was delivered to your address and you did not receive it, please report it to local authorities. By removing Route Protection, you assume full responsibility for a lost or stolen package, as this is our shipping insurance and is automatically applied to your order at checkout.

5. RETURN AND EXCHANGE POLICY

RETURNS

As a small business with a carefully curated stock, we offer returns in the form of store credit, but if you wish, we allow refunds to the original payment method. We want you to fall in love with our pieces, but if what you ordered does not meet your expectations, we are here to help!

How to Start a Return: Contact us via email at clementinecaramelstaff@gmail.com within 14 days of receiving your order.

Provide the following information in your email:

- The name used to place the order

- Your order number

- The email address associated with the order

Eligibility Requirements:

- Items must be unused and in the same condition as received. This means they cannot have stains, tears, odors, pet hair, or other signs of wear.

- Original tags must be in their original position.

Once your return is approved and the item is received, we will issue a store credit for the value of the item (excluding shipping costs) to the provided email address.

EXCHANGES:

If you wish to exchange an item, please contact us via email at clementinecaramelstaff@gmail.com within 14 days of receiving the order.

How to request an exchange - Send us an email with the following information:

- Name on the order

- Order number

- Email associated with the purchase

ADDITIONAL INFORMATION:

- Shipping fees are typically non-refundable.

- Customers are responsible for covering the cost of return shipping.

- Clementine & Caramel is not responsible for lost or stolen orders during the return shipping process.

- Shipping fees are not refunded unless there was an error on our part.

6. CUSTOMS, DUTIES, AND TAXES

We are not responsible for any customs and taxes applied to your order. All fees imposed are the responsibility of the customer (tariffs, taxes, etc.).

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