Shipping & Exchanges
Processing Time
All non-preorder items ship from our Wilmington, NC studio within 2-3 business days. We frequently ship orders the same day they're placed!
Preorder items typically ship within 6-10 weeks, but this timeframe may change if there is an issue or delay with manufacturing. If that happens, I will communicate any changes and keep you informed. Be sure to check our production updates for more specific shipping dates.
If you order other items along with a pre-order, all items will be shipped together once the pre-order arrives. If you need any items sooner, we recommend placing a separate order for those.
Shipping Times
After leaving our studio, domestic orders typically arrive within 2-5 business days, and 1-6 weeks for international orders. For expedited orders or to inquire about our current fulfillment time, please contact us at info@cococlem.com.
Damaged or Missing Items
An item is considered damaged if it is unusable due to direct harm to the product itself, or if there is functionality damage that prevents it from being used as intended. Damage to packaging alone does not qualify as a damaged item. If your order was damaged in transit or if an item is missing from your order, we are happy to send you a replacement, store credit, or refunds on a case by case basis. Simply contact us at info@cococlem.com with your order number, photos / videos of proof, and we'll resolve the issue.
Lost Packages
A package is considered lost if it has not been reported as delivered and there have been no tracking updates for 7 days on domestic shipments or 20 days on international orders. If you believe your package is lost, please contact us at info@cococlem.com for assistance.
Stolen Packages
A package is considered stolen if it has been marked as delivered but remains unreceived after 5 days. To qualify for a replacement, you must provide proof of a theft report submitted to your local police. Please check around your delivery area, with neighbors, or building management to ensure the package wasn’t misplaced. If you believe your package was stolen, please reach to info@cococlem.com for assistance.
Returns & Exchanges
Unfortunately, we cannot accept returns at this time, but we do offer exchanges for store credit equal to the product cost. Exchanges are accepted on all products (except earrings for hygienic reasons and sale items) within 14 days of delivery.
Buyers are responsible for return shipping fees. Please include a note with your order number and the item(s) you wish to exchange in your return package, and we will email you a coupon code for the full credit amount to use on a future purchase, minus shipping. Exchanges must be shipped within 14 days of receiving your order. Email us at info@cococlem.com to file your exchange.
For hygienic reasons, we do not accept returns or exchanges on earrings.
Discounted items and Wonder Box orders are ineligible for exchange.
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.