RETURNS, REFUNDS and EXCHANGES

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 Introduction

Clementine Black hopes you will be delighted with your order. However, if for any reason you are not satisfied with your item/s they can be returned to us for an exchange or refund if the guidelines below are followed. Please note that this policy does not include items that have been personalized – see section 7 below for more details.

1. Timing

You must notify us of your intention to return or exchange the items within 28 days of receiving the goods. If you wish to receive a refund for returned goods they must be received by us within 28 days of them being delivered to you. Contact us at info@clementineblack.co.uk to arrange the return or exchange. Please include ‘Exchange/Return’ in the subject line and be sure to provide your name, order number and the reason for the return/exchange.

2. Postage

We are unable to cover the costs of postage for items returned to us for exchange or refund. When returning items to us, please ensure you get a proof of postage receipt from your chosen delivery service. We will not consider refunds or exchanges for goods where returned items do not reach us if an official proof of postage receipt has not been requested by you and provided to us on request.

3. Condition

All items being returned should be unworn with all tags/labels attached. Items should be folded and re-packaged in the original tissue and gift box. The gift box should not be damaged and should, where possible, be placed inside the original outer packaging. Where the original packaging has been discarded, another form of outer packaging may be used. Please do not return the item to us in the gift box only – it is not intended for this purpose and may not offer sufficient protection to prevent the returned goods being damaged in transit.

4. Exchanges

We will do our very best to exchange your eligible returned items as per your request. However, this commitment is subject to stock availability. Where we are unable to provide an exchange, we will offer you a store credit in the first instance. Exchanges will only be processed once the returned item has been received and inspected by us.

5. Refunds

Please see the paragraph above regarding timing. You will not be eligible for a return if those deadlines are not met. Refunds will only be made to the original form of payment. Refunds can take up to 30 days to appear in your account. Please note that we are unable to take any action to expedite refunds once we have made the request to your card issuer.

6. Faulty Items

We want you to be satisfied with the quality of the items you purchased from Clementine Black. If upon receipt, you find an item to be faulty you may return it to us within 28 days as per the Returns instructions above. Returns of faulty goods will only be accepted if the items were faulty when delivered. The Clementine Black team diligently check every item prior to dispatch to make sure it meets our high quality standards. Similarly, we will carefully examine all items returned to us as faulty. Items determined to have been subject to fair wear and tear; not washed, dried, stored or otherwise cared for in accordance with the instructions provided at the time of purchase and/or included with the items; or altered or repaired by you without our agreement will not be considered faulty. If you continue to use the items after notifying us of a defect these goods will also not be considered faulty. 

We will do our best to replace faulty goods, but where stock availability does not allow for this you can choose to receive a credit note or a refund for the value of the items at the time of purchase.

Where we determine goods to be faulty we will also refund you the cost of returning the items to us by second class post. Please note refunds for return postage costs are ONLY given when goods are deemed by us to be faulty.

7. Personalised Items

Clementine Black is not able to refund or exchange items that have been personalised to your specifications. Unless these items are found to be faulty the above terms regarding refunds and exchanges are not applicable. For this reason, please check the details of all personalised items carefully, review our size guide and contact us with any queries prior to making your purchase.