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, 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.
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 - FREE - 3-5 working days
Next day delivery - £5.50 - delivered next working day if you order before 3pm, Monday to Saturday
Collect+ - FREE - 3-5 working days
Collect in store - FREE - 3-5 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 Channel Islands, 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?
You can't cancel your order after you have confirmed it at the check-out stage but once your order has been delivered, you have 28 days to return your item(s) free of charge and claim a full refund (excluding postage).
Do you deliver to BFPO addresses?
No, unfortunately we are currently unable do this.
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.
What is Collect+?
A free delivery service whereby you can choose one of 5000 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 08444 99 55 44 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 five days to be delivered - why is this?
I have received a card saying my parcel is at the post office how do I collect it?
You will need to take the calling card that was left at your delivery address as well as your ID. Your parcel will be held for 16 days before it is returned to us.
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, Channel Islands 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 online and select the 'Collect from store' option, which will let you pay for your item(s) in store using your gift vouchers.
I have a voucher code, where do I enter it?
To apply a discount to your order, the promotional code must be entered within the promotional code field located within the bottom right of your basket. This is on the final review page before continuing to the payment stage (this is step 4 of our website) and the apply button clicked.
If you are ordering using 'Collect from store' no box will appear as the discount is taken off when you pay in store. Please present the voucher when you collect you order to receive the discount.
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?
Some of our collections are only available in selected stores such as Mary & Clarks and Originals, so unfortunately we are unable to offer store collection. This may also be the case towards the end of a sale or promotion.
If you need help locating stock already in our stores then you can call the store directly. To find your nearest store click here.