Frequently Asked Questions
- What is your returns policy?
- How many shoes can I order?
- What payment methods can I use?
- What should I do if my credit/debit card is refused when placing an order?
- What is my three-digit security code?
- Will I receive a confirmation after placing an order?
- What are your delivery charges?
- Do I get charged delivery for each item I've ordered?
- I have received a text message about delivery. What is this?
- What happens if I'm out when you deliver?
- Can I have my shoes delivered to an address other than my home address?
- Do you deliver to BFPO addresses?
- I need my new shoes tomorrow for a special occasion – can you fast track my order?
- Can I track my order?
- Can I amend my order?
- Can I cancel my order?
- My goods have arrived faulty, how do I get a refund?
- When do I get my refund?
- I have forgotten my password - how do I log in?
- How do I change my personal details?
- How do I change my email address?
- When I registered I think I entered my email address incorrectly – how do I log back into my account to check my delivery progress?
- Can I use my debit/credit card from a non-UK bank for payment?
- I don't reside in the UK, can I still order shoes to Collect From Store?
- Do you sell anything besides shoes online?
- Can I use vouchers online?
- Do I have to order online?
- I bought a pair of shoes at their full price but the day after they went into the sale – can I get the difference refunded?
- I bought two items as part of a 'buy one get one half price' offer – if I want to return one of the items how much will I be refunded?
- My order has taken longer than five days to be delivered - why is this?
What is your returns policy?
If you're not happy with your item(s), you can return them for a full refund within 28 days of receipt. Items must be unworn and in their original condition, and you must have your receipt and/or delivery documents as proof of purchase.
You can return your unworn items to your local Clarks store for an immediate refund. Or you can return them back by post from your Post Office using the pre-paid label on the delivery note. Don't forget to obtain a certificate of posting. Please see our Returns policy for more information.
How many shoes can I order?
For both our Home Delivery and Collect From Store services, you can order a maximum of eight styles, of which no more than two items/pairs can be of the same (e.g. Desert Boot, brown suede). A message on screen will advise you of this when ordering. If you have any problems when placing an order please contact our Customer Care team on 08444 995544.
What payment methods can I use?
You can use the following major credit and debit cards: Visa, Mastercard, Maestro and Electron. Payments can also be made via PayPal if you are a verified user (click here for more info). Please note: we will no longer accept Solo as a method of payment.
What should I do if my credit/debit card is refused when placing an order?
If your credit or debit card has been refused, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
What is my three-digit security code?
Your three-digit security code can be found on the reverse of your credit/debit card, generally on the signature strip. Also known as a Card Security Code (CSC), or Card Verification Value (CVV), you are asked to disclose this code when making online or telephone purchases to prove card verification and help prevent credit/debit card fraud.
Will I receive a confirmation after placing an order?
When details like your name, delivery address and method of payment are confirmed, we'll send you an email to tell you everything has gone through. We'll also email you when your order has been despatched.
What are your delivery charges?
There is no charge for our standard home delivery and handling service within the UK. To addresses within mainland UK and Northern Ireland we will deliver within 5 working days. To addresses in outlying areas, we will deliver within 7 working days. Deliveries are normally made Monday-Friday from 7am-7pm (excluding Bank Holidays).
We also offer Next Day delivery within the UK. This is charged at £5.50 per order.
For our Saturday delivery service within the UK. This is charged at £7.50 per order.
The delivery charge (if applicable) is confirmed when you place your order. Click here for more information on Home Delivery.
Alternatively, you can avoid paying a delivery charge by ordering online for collection from one of our stores, where we will hold your order for up to nine days. Click here for more information on Collect From Store.
Do I get charged delivery for each item I've ordered?
No, the delivery you pay is per order, not per item – so the charge is the same for one pair of shoes as it is for six (when all six are ordered at the same time).
I have received a text message about delivery. What is this?
If you provided us with your mobile phone number when placing an order, our parcel carrier will text you when your item is on it's way. If this delivery date is not convenient for you, you will be able to select an alternative delivery date by replying to this text.
What happens if I'm out when you deliver?
If you're not at home, your parcel can be left in a secure place. The courier will post a card through your door telling you where your parcel has been left. If we can't find a secure place, we'll post a card giving you details of how to arrange a new delivery date or collect your parcel from the depot. If you tell us the details when you order, we can also leave the parcel in a specific place or with a neighbour.
Can I have my shoes delivered to an address other than my home address?
Yes, as long as it's an address within the UK or Northern Ireland we'll deliver it there. We currently can't deliver to the Channel Islands, the Republic of Ireland, BFPO addresses or the Rest of the World.
Do you deliver to BFPO addresses?
No, unfortunately we can't do this.
I need my new shoes tomorrow for a special occasion – can you fast track my order?
Yes. If you order before 3pm, you can choose our Next Day Delivery service (if this is available in your area). The charge for this service is £5.50 per order.
Orders placed before 3pm on Fri or Sat will be delivered the following Mon.
Orders placed before 3pm on Sun will be delivered the following Tue.
Click here for more information on Home Delivery.
Can I track my order?
Yes, you can track your order by logging into your account (you can log in by clicking on the 'Log in' link at the very top of the page). On your 'My account summary' page you will see a link called 'My orders' - click on this to see all of your current and previous orders.
By each order you will see a status. If the status is 'dispatched' or 'complete', you will be able to click on it's order number. Half way down the page, on the left hand side, you will then see a link which will allow you to track your order on our courier's website.
Can I amend my order?
You can amend your order any time before you check-out, but once your order has been placed, it cannot be changed.
Can I cancel my order?
You can't cancel your order after you have confirmed it at the check-out stage. However, once your order has been delivered, you have 28 days to return your item(s) and claim a full refund (excluding postage).
My goods have arrived faulty, how do I get a refund?
You can either take the items back to a Clarks store or return them using the returns label provided. You will receive a full refund, including delivery charge, on any faulty items.
When do I get my refund?
If you return goods to your local store, the refund will be processed immediately. If you return them by post, we will process your refund once we have received your items. Please allow at least 14 days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/building society to process the payment.
I have forgotten my password - how do I log in?
If you have forgotten your password, go to the Log in page and click on the 'Forgotten your password?' link. In the box provided enter the email address you opened the account with and then press 'Next'. We will then send an email to this address with a replacement password. If you are still experiencing problems, please contact our Customer Care team on 08444 995544.
How do I change my personal details?
To change any of your personal details – name, contact details, password, security cues – log in to your account on the Log in page and select the link 'change my details and password'. You will then be able to enter your new details here.
How do I change my email address?
Go to the Log in page and log in as normal. Your Account Summary will appear. Click on 'Change my details and password'. You will then be able to enter your new email address here.
When I registered I think I entered my email address incorrectly – how do I log back into my account to check my delivery progress?
We send out a confirmation email to anybody registering for the first time. If you did not receive this there is a chance you entered your email address incorrectly. To find your account details and to correct your email address contact our Customer Care team on 08444 995544.
Can I use my debit/credit card from a non-UK bank for payment?
At present, you can only pay for goods online with a card issued from a bank within the UK or Northern Ireland. However, if you order goods online to Collect From Store, you can pay with the following methods: Delta, Visa, Visa Electron, Mastercard/Euro card, Maestro, Laser (Eire stores only), Duet (UK stores only), JCB. This may differ at franchise outlets. You can contact a store to check their payment procedures by finding their details using our Store locator. Click here to learn more about our Collect From Store service.
I don't reside in the UK, can I still order shoes to Collect From Store?
Yes, we can deliver items to any UK store, regardless of which country the order was placed from. So if you are planning to visit or study in the UK, you can place an order for collection when you are here (as long as you can collect them within nine days of their delivery to the store, as this is the maximum length or time we can save them for you).
Do you sell anything besides shoes online?
Yes, we also sell a selection of bags and purses online, many of which have been created to match our shoe styles. Currently we do not sell accessories, such as shoe laces or polish online, but you can read about our full accessories range here for purchase in store.
Can I use vouchers online?
Unfortunately gift vouchers can't be used online. If the item(s) you want are not in your local store, you can order them online and select the Collect From Store option, which will let you pay for your item(s) in store using your gift vouchers.
Do I have to order online?
Not at all – we have a catalogue of all our styles available in store. Simply visit your nearest Clarks store (to find this you can use our Store Locator), choose the style you like, order (and pay for) your items, and decide whether you would like to collect them from store or have them delivered to you at home.
I bought a pair of shoes at their full price but the day after they went into the sale – can I get the difference refunded?
No. Once an item has been ordered the price is fixed for Home Delivery. If you have ordered an item, chosen the Collect From Store option, and if the item has been reduced before you collect it, you will pay the current price.
I bought two items as part of a 'buy one get one half price' offer – if I want to return one of the items how much will I be refunded?
For a full refund you will need to return both items. If you are only returning one item, please see the terms & conditions for that offer for full refund information.
My order has taken longer than five days to be delivered - why is this?
Your order may have been delayed due to an unforeseen delivery issue. Please click here for current updates.