FAQ

A Note From Clementine

June 2017: After six years on Etsy, I now find myself doing more in-person events and special collaborative projects with some of the talented Indie dyers I am lucky to count among my friends. Needing a more versatile online presence, I finally took the leap and opened my Indiemade shop! If you aren't already familiar with my work, I invite you to take a peek at my Etsy shop, where you can see photos of more than 600 sold items, review my 100% 5-star rating, or read some of the 300+ reviews from buyers. I am grateful for my customers' great reviews, encouragement, and support of Indie makers.

✎ IMPORTANT NOTE  The next limited edition pre-order will go live at 9am EST December 8.

(  Click here to visit That Clever Clementine's Etsy Shop  )

 

How do I care for my item?

  • Please spot clean or hand-wash items as needed, and air dry.  Machine washing/drying is not recommended. 

How can I pay?

  • We use PayPal as our payment processor, so we accept Visa, MasterCard, American Express, and Discover. Or, you can pay using your PayPal balance.

Is your site secure?

  • Yes. You pay through PayPal, the world's premier electronic payment solution, not through this site. I never see your credit card number; PayPal just tells me that you've paid and then I prepare your shipment. PayPal then pays me.

Do I have to have a PayPal account to buy?

  • No, you can pay with your credit card without a PayPal account.

Sales Tax

  • Sales tax (6%) is automatically charged to Maryland residents.

Processing Time

  • Orders for in-stock items are processed within 3 business days after payment is received. If there will be a delay on my part, for any reason, I will communicate that to you right away.
  • Processing time for special pre-order items varies according to the item; details are included within the product description. In general, pre-orders ship within six weeks. Check your order acknowledgement for specifics pertaining to your purchase.

U.S. Orders

  • Domestic shipping is USPS First Class Parcel up to 16oz, and then USPS Priority Mail after that. Stated shipping prices includes actual shipping cost, plus handling charges. Tracking information is provided. Currently, USPS states that First Class arrives in 1-3 business days, but of course they make no guarantee, nor can I. 
  • Need special shipping/handling? Please contact me BEFORE checkout to explore range of possibilities. 

Canadian Orders:

Please note, Canadian orders are not always offered. Details will be contained in item description.
  • Canadian orders are shipped First Class Package International -- this is the most cost-effective, and allows for insurance when required, as well as tracking. International shipments can and do sometimes take several weeks. Yes, I feel your pain.

  • Import duties, taxes, and charges are not included in the item price or shipping cost. There may be a customs fee added to your package by your country’s customs office; it is a buyer's responsibility to understand your country's laws in this regard, and to pay any fees. I can neither pay these fees for you, nor reimburse you for the fees. 

  • You may want to check with your country's customs office to determine what additional costs you must pay before they release your item. This online duty calculator may help you estimate those additional costs: http://www.dutycalculator.com/new-import-duty-and-tax-calculation/

Refunds & Exchanges

Bottom line? I take pride in my work ... and I want you to be happy! In all my years of selling online, I have never had an exchange or return, but I know that sometimes "things just happen." And so ... 

DELIVERY PROBLEMS?

  • If ten days go by (U.S. Customers), and you haven't received the item, please let me know. Canadian customers, it could easily take 4 weeks or longer; if you haven't received your package by the end of the fourth week, please contact me. 


AN ISSUE WE NEED TO WORK TOGETHER TO RESOLVE?
If you are unhappy with your order for any reason, please contact me within 10 business days of receiving your package. I promise to do my best to resolve the problem quickly. Refunds and exchanges are considered on a case-by-case basis.

  • If the item is damaged in transit, please contact me immediately and I'll do my best to resolve the issue quickly.
  • If an item is defective, or not as described, I will refund purchase price and shipping after I receive the item from you in excellent, unused, original condition. You must contact me prior to returning an item; please ship first class with delivery confirmation/tracking.
  • For other items, if a refund is the best solution, that will be processed upon my receipt of returned item in excellent, unused, original condition. Please contact me and we'll work it out. (In general, I will ask you to ship first class with delivery confirmation and provide tracking info. I will refund the purchase price only; original shipping costs and return shipping costs are the responsibility of the buyer. If the item is received by me in immediately re-sellable condition, I will refund the full purchase price. If item needs to be washed/pressed again before being resold, there will be a $4 re-stocking fee deducted from your refund amount.)
  • If an exchange is appropriate, buyer is responsible for returning item to me via first class mail (including delivery confirmation) at the buyer's expense. Substitute item will be shipped immediately upon my receipt of original item in excellent, unused, original condition. If item needs to be washed/pressed again before being resold, you will be charged a $4 re-stocking fee before exchange can be processed. All shipping costs are the responsibility of the buyer.


NEED TO CANCEL ORDER?

  • You can request a cancellation within 2 hours of purchase. Please contact me immediately!
  • Purchases often ship on day ordered. In that case, I cannot cancel order. However, once you receive the package you can mark the UN-OPENED parcel as ‘Refused’ and it will return to me at no cost to you. When I receive the refused returned item, and verify that it is in original condition I will refund purchase price minus original shipping charge.


FINALLY AND MOST IMPORTANTLY:

  • The only acceptable solution is our mutual satisfaction, so please contact me. I'm confident we'll arrive at a solution to any problem that arises.