frequently asked questions
Why do I need to create an account?
Benefits of creating an account are so;
We have your details in case we need to contact you about your order
You're able to view your order history including where an order is as well as re-printing returns notes and invoices
You can leave reviews and take advantage of our 'save for later' function
You can save your addresses for quicker and easier ordering the next time
I have forgotten my password - how do I log in?
We all forget passwords from time to time. Don't worry about it. All you need to do is go to the login page, click the 'Forgotten your password?' link and put in your account email address in the box provided. Once you've pressed the 'Next' button, we'll send a new password to your email address. If you're still having problems, just give us a call.
How do I change my personal details or email address?
To change any of your personal details – name, contact details, password – log in to your account via the login page and click on 'Change my details and password'. You can then make any changes you need to.
How do I leave a review?
1) Find the product you've purchased and wish to rate, then scroll down the page to the 'Review this product' link.
2) If you're not already logged in there's a link to do this here.
3) Leave a review and give the product a star rating.
4) Click submit.
My review hasn't appeared online why is this?
We need to make sure that all reviews are appropriate before publishing them so there may be a short delay before it appears on site. If for whatever reason your review doesn't meet our guidelines we'll let you know and give you an opportunity to edit and re-submit your review.
You can track your review's status by logging into your account and viewing your 'My reviews' section.
Ordering & Payment
How many items can I order?
We do limit orders to a maximum of 8 items up to the value of £500, although you will be limited to 2 items of the same style/colour. A message on screen will advise you, when ordering, if you exceed the basket limit. If you have any problems when placing an order please contact our Customer Care team here.
What payment methods can I use?
We accept the following payment methods when they are registered to a UK billing address. Please note: we do not accept Solo or American Express as a method of payment.
Can I use a card that’s not registered in the UK?
You may use a card that is registered to the following countries; however, your delivery address must be within the UK.
Ireland, Germany, Spain, Switzerland, Italy, Netherlands, Australia, New Zealand, United Arab Emirates, Saudi Arabia.
What should I do if my payment 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 are your delivery charges?
Standard Delivery – £3 – 3-4 working days
Standard Delivery orders £50 & over - FREE - 3-4 working days
Next Day Delivery - £5.50 - Delivered next working day if you order before 7pm, Monday to Saturday
Collect+ - £3 – 3-4 working days
Collect+ orders £50 & over - FREE - 3-4 working days
Collect From Store - FREE - 3-4 working days
Can I have my shoes delivered to a different address to my billing address?
Yes, our delivery options will allow you to have your order delivered to work, home, local Clarks store or anywhere else as long as it's an address within the UK or Northern Ireland.
We currently can't deliver to the Republic of Ireland, BFPO addresses or the rest of the world. For international delivery and stockists, please visit clarks.com.
Can I amend my order?
You can amend your order any time before check-out, but once your order has been placed, it cannot be changed.
Can I cancel my order?
We may be able to cancel your order if it has not already been dispatched, to do so please contact us either in writing, by calling 01458 899904, or by completing our cancellation form here. If your order has already been dispatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. You can also return them to a Full Price Clarks shop.
Do you deliver to BFPO addresses?
No, unfortunately we are currently unable do this.
Do I have to order online?
We have tablets in-store so our advisers can help you browse online and choose the styles you like. Simply visit your nearest Clarks store (to find this you can use our Store locator), order and pay for your items with a member of our team, then decide whether you would like to collect them from store or have them delivered to you at home.
What is Collect+?
A delivery service whereby you can choose one of 5800 local stores as your delivery address. You then have 10 days to collect your parcel knowing that it has been delivered to a safe and secure location. Find out more.
Can I track my order?
Yes, you can track your order by logging into your account (you can log in by clicking on the login page 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.
Next to each order you will see a status. If the status is 'dispatched' or 'complete', you will be able to click on its 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.
I placed my order in store - how do I track it?
If you placed your order in store and did not give your email address then you will need to call our customer care team on 01458 899904 and they will be happy to help.
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.
My order has taken longer than four days to be delivered - why is this?
I cannot find my Collect+ reference to collect my parcel - what can I do?
You will have been sent an email and text message with your 7 digit reference number on it. If you no longer have this then please contact customer care and they will be happy to arrange for this to be re-issued.
Can someone else pick up my Collect+ parcel?
Yes as long as they have the parcel reference number and they bring your ID with them.
Returns & Refunds
What is your returns policy?
If you're not happy with your item(s), you can return them free of charge 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.
How long do I have to return my items?
In order to receive a full refund you will need the return the items in their original condition within 28 days to one of our stores or to our warehouse.
How do I return my items?
You can return your unworn items to your local Clarks store for an immediate refund (with the exception of the Heathrow airport store, Outlet/Discount/Factory stores, Wholesale, Wholesale or Eire).
Simply take your items to be returned/exchanged to the Clarks store of your choice, you MUST have your Delivery Notes and Complete Returns Notes that that you would have received with your order
Please take with you the credit/debit card used to make the original purchase. If you paid via PayPal we will refund you onto a debit or credit card
To our Warehouse:
You can return any unwanted items free of charge from your nearest Post Office or Collect+ store using the relevant pre-paid label included with your order. Don't forget to obtain a certificate of posting or receipt. Please see our returns policy for more information.
Complete and detach the Returns Note and enclose it together with your returned items. Goods cannot be refunded without this documentation
Peel off the Returns label and attach it to the outside of the parcel over your address label
Will I receive a notification when you have refunded me?
If you have ordered online, you will receive an email to advise that we have received your return and a refund has been processed.
How long will it take for you to refund me?
If you return your order 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.
What happens if I return something I ordered and paid for in store?
We won't have any of the transaction information unless you've ordered online, so we will contact you once we have received the return to take the relevant information. We can then refund you.
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.
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 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.
Can I use gift 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 in store and be able to pay using your gift vouchers.
I have a promotional/coupon code, where do I enter it?
To apply a coupon code/discount to your order, the code must be entered into the coupon code field located underneath your order. This is a box on the final order review page before clicking the ‘Proceed to Payment’ button and will require the ‘Apply’ button to be clicked once entered.
My promotional code has not worked on my home delivery order, how do I apply this?
Please check the terms and conditions of the promotion to make sure your basket is eligible for the discount and the discount code is still valid.
Once an order has been placed we are unable to add a promotional code to it. You can still return the goods to any of our stores with the voucher and they will refund the difference for you.
Can I use my discount code in store?
Please check the terms and conditions of the promotion, if available in store you will need to present the voucher in store either by printing it out or showing it on your phone.
Can I buy shoe care online?
We don’t currently offer shoe care online however the full range will be available in your nearest Clarks store. For more information on the products available please click here.
The item I want is out of stock, is there any way I can be told when it is back in stock?
If the product you want to buy is out of stock, click on the 'notify me' button which will show on the product page if we are expecting more in, and we'll send you an email when the product becomes available.
Do you accept TAMBA?
Yes – in store only. You will be able to have 10% off when showing your TAMBA card. Please note that this discount is only valid on shoes for children under the age of 16.
Why are some items only available for home delivery?
Our collections ordered and paid for online are available for Home Delivery and Collect From Store. However if some exclusive styles are ordered in-store they are only available for Home Delivery. This may also be the case towards the end of a sale or promotion if you order in-store.
If you need help locating stock already in our stores then you can call the store directly. To find your nearest store click here.
Clarks recommended Alternative Dispute Resolution provider.
Our Customer Care team will always try to resolve any complaint swiftly, professionally and courteosly.
However, if you've been in touch and are unhappy with any final resolution we're required to let you know about alternative dispute resolution options. The certified ADR provider that we use is ProMediate which operates an independant consumer mediation service. Should you need them, details can be found at www.promediate.co.uk.
Measure & Fit - Help & Support
The shoe size I ordered, based on my measurements using the foot measuring gauge didn't fit. Why is this?
Measuring your child's feet at home using one of our foot measuring gauges is a good starting point to finding out your child's Clarks shoe size.
However, the styling, construction or materials of individual styles can affect the fit.
For the most accurate measurement of your child's feet, help choosing a style and a full fit check we would always recommend visiting one of our trained fitters in store.
Can I return my kids' home delivery order to any Clarks store?
Yes, you can return unworn kids' home delivery items to any Clarks retail or franchise store for either an exchange or a refund.
How long will I receive a refund after returning my order?
If you return your order to a Clarks store your refund will be credited within 4 working days to the credit/debit card you paid for the order with.
If you return your order to us by post, your refund will arrive within 14 working days of its arrival at our warehouse.
If you use our courier pick-up service to return your order, your refund will arrive within 14 working days of its arrival at our warehouse.
I don't understand how to use the gauge?
Inside the box your gauge came in you'll find a set of instructions which provide a step-by-step guide to using it.
If you have lost these instructions, you can print off a new set by visiting our guide to using your foot measuring gauge on this website.
This page also includes step-by-step video instructions on how to use each gauge.
If you would like further help, one of our store team will be happy to help, or you can contact our customer care team here.
How do I get my size?
Our guide to using your foot measuring gauge on this website will show you how to measure your child's feet using your gauge.
When you have written down your child's measurements, you can type them into our online size calculator, which will use them to calculate your child's Clarks shoe size.
What gauge do I need to buy?
There are two Clarks' foot measuring gauges – a toddler gauge and a junior gauge.
The gauge you need will depend on your child's current shoe size.
To see the two gauges available click here.
What do I do if I've bought the wrong gauge?
You can return the gauge or exchange it for the right one at any Clarks' store (excluding factory outlets) within 28 days. Alternatively, you can post the gauge back to us using the freepost label supplied in the box your gauge came in.
What is your returns policy for the foot measuring gauge?
If you wish to return the gauge to us, you may do so within 28 days of purchase. Providing the gauge is still in a resalable condition, we will provide you with a full refund, to your original method of payment, or an exchange.
I have bought shoes since using the gauge, but they are uncomfortable for my child. What is your returns policy?
We would always suggest that you visit one of our trained fitters in store to check the fit of your child's shoes before they are worn. In this way, we are able to offer a replacement pair if the shoes are the wrong size.
The tape on my gauge has snapped off, can I have a replacement?
Of course – our Customer Care team will be happy to send you a replacement tape with instructions on how to attach it to your gauge.
To contact our Customer Care team please click here.
My child is measuring as a size that you do not have in stock
If you are struggling to find a style in your child's size we would recommend visiting your local Clarks store and speaking to one of our fitting experts.
The product I want is not available in the size my child is measuring, what can I do?
We are always working to improve our range but it is not possible to offer all styles in all sizes.
If you would like help choosing a style in your child's size, we would recommend visiting your local Clarks store and speaking to one of our fitting experts, or contacting our Customer Care team.
My child has orthotics, what size do you recommend?
If your child has orthotics we would recommend that you visit your local Clarks store for further advice.
My child has feet which are significantly different sizes, what should I do?
If there is more than a 10mm difference between the length of your child's feet we would recommend visiting your local Clarks store for further advice.
Can I still use the odd shoe scheme online for kids home delivery?
Unfortunately we are not currently able to offer this service online. If you would like to take advantage of this scheme you can do so at your local Clarks store.
For the pram shoes range, will I need to measure my baby's feet?
No, the size selection will be made based on the babies age. There are some simple checks to ensure the styles are a good fit.
The shoes should go on the feet easily without any obvious restriction.
There should be at least 10mm of space in front of the toes for them to wriggle and grow.
There should be a good ripple of material across the top of the foot with no restriction at the instep.
The shoe should stay on the foot if you gently tug it.
I need more help.
If you have any further questions or would like help relating to measuring and fitting your child's shoes, please visit one of our stores or call our Customer Care team on 01458 899904