Frequently Asked Questions
Q: What sizes do you offer?
We offer a range of sizes for women from S to XL. For babies, the scale ranges from 0-3 to 9-12 for most items. We recommend checking our detailed size chart before placing an order, as sizes may vary between brands and styles.
Q: How can I choose my correct size?
To find the perfect size, measure yourself using a flexible tape measure and compare your measurements with our size chart. Key measurements include bust/chest, waist, and inseam for pants. If you are between sizes, we generally recommend choosing the larger size for a more comfortable fit. Our customer service team is also available to help with size inquiries.
Q: What is the return and exchange policy?
RETURNS
Store Credit Only – Mostly No Refunds
As a small business with carefully curated stock, we only offer returns in the form of store credit and do not issue 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 Initiate a Return: Contact us via email at clementinecaramelstaff@gmail.com within 8 days of receiving your order.
Provide the following details 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 no 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 8 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 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 non-refundable unless there was an error on our part.
Q: Shipping Policies
We are a small company and our pieces are mostly made to order. All orders of our products are typically 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. Should there be a significant delay in the shipment of your order, we will contact you via email.
Please note that we offer free domestic ground shipping only for orders over €200.
Q: Need to cancel your order?
If your order has not yet been shipped, it can be canceled. Check your email to confirm if the order has not been shipped and contact us via email at clementinecaramelstaff@gmail.com providing the order number, first and last name.
Q: How can I track my order?
Once your order is shipped, you will receive a confirmation email with your tracking number. You can track your order using this number on our website's order status page or directly through the carrier's website. You will also receive email updates as your order progresses through the shipping process.
Q: What payment methods do you accept?
We accept all major payment methods for your convenience:
Credit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club; Union Pay)
Bancontact
Klarna
EPS
All transactions are protected with SSL encryption to safeguard your personal information. All transactions are secure and use high-security measures, including data encryption, tokenization, and compliance with standards such as PCI DSS, to protect users' financial information.
Q: How should I care for my clothing items?
Proper care extends the life of your clothes. Always check the care labels as each fiber has specific care instructions. Generally, we recommend washing in cold water, using mild detergents, and air drying when possible. Avoid bleach and fabric softeners unless specifically indicated.
Wash less! If your clothing, after one wear, does not have stains or strong odors, instead of washing, turn it inside out and hang it outside to air. This will save water, energy, extend the life of your clothing, and be more sustainable for the environment.
Q: Color Variations
Please note that when we restock items, there may be slight color variations, as we dye each batch of fabric or pieces custom and separately by order.
Q: How can I contact customer service?
Our customer service team is here to help with any questions or concerns. You can contact us through various channels:
Email: clementinecaramelstaff@gmail.com
Social media: Instagram
We typically respond within 24 hours and strive to resolve all issues quickly and satisfactorily.