FAQS

YOUR ACCOUNT

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 and track your order.

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 link to re-set your password. If you're still having problems, just give us a call on 01458 899878.

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 'Update personal details' or 'Change your password'. You can then make any changes you need to.

ORDERING & PAYMENT

How many items can I order?

We limit orders to a maximum of 4 items. A message on screen will advise you if you are attempting to order more than 4 items. If you place more than 4 items in your basket you will not be able to proceed through checkout.

What payment methods can I use?

Payment can be made using the following major credit and debit cards: Visa, Mastercard, and Visa Electron (when registered to a UK, EU, Australia, USA or China billing address).

Payment can also be made through PayPal. Please note, when using PayPal as your payment method, your account will be charged on placing your order, not on despatch of order.

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?

Yes, as well as the UK, we accept cards registered to EU, Australia, USA or China billing addresses.

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?

£2.95 for standard delivery, 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 or home, as long as it's an address within the UK mainland, Northern Ireland and the Scottish highlands.

We currently can't deliver items to full price or Outlet Stores, the Channel Islands, the Republic of Ireland, BFPO addresses or the rest of the world. Delivery charges for other locations can be provided upon request.

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 picked. To do so please contact us by calling 01458 899878, or by sending us an email to Outlet.CustomerCancellations@Clarks.com quoting the following details:

Date ordered

Order number

Name

Address line 1

Address line 2

Address line 3

Town/City

County

Postcode

If your order has already been picked, dispatched or delivered, then you will need to follow our returns procedure in the event of any unwanted products.

Do you deliver to BFPO addresses?

No, unfortunately we are currently unable do this.

Do I have to order online?

Yes, as this is a clearance site the only place that you will be able to place an order will be on this website.

If I experience difficulties placing an order

If you are experiencing difficulties placing an order, please contact one of our Customer Care team who will be happy to help on 01458 899878. Please note we are unable to process an order over the telephone for you, however, we can offer assistance.

DELIVERY

Christmas delivery and returns

Items purchased online between 1st November 2019 and 24th December 2019, can be returned until the 31st January 2020.

Last date for orders to be guaranteed to be delivered by Christmas is 16/12/2019.

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 'View your order history' - click on this to see all of your current and previous orders. Next to each order you will see a status. Click on 'Manage your order' to see more details. If your order status is shipped, your tracking number will appear on the top of the page. This will link you to MyHermes where you can track your order.

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.

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. To track your order you can log into your account here or contact customer care on 01458 899878.

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 provide us with adequate proof of purchase (for example your delivery document).

Items purchased online between 1st November 2019 and 24th December 2019, can be returned until the 31st January 2020.

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 our warehouse.

How do I return an item?

Complete and detach the returns note (at the bottom of your delivery note) and enclose it, together with your returned items, inside the original packaging. Goods cannot be returned without this information. Returns are free of charge via Hermes.

For full instructions please go to Delivery and Returns.

We cannot accept items purchased on this website for return at either our Outlet or full price stores.

 We cannot process any exchange requests by post but will happily refund you the full purchase price of any goods you return (for any reason).

A new order will need to be placed if you would like to purchase an alternative product.

We will process your refund within 14 days of receiving your return.

If you experience any difficulties with returning goods please call us on 01458 899878 or Contact Us.

Nothing in these terms and conditions reduces your ordinary legal rights relating to faulty or mis-described goods.

If you need further information about these rights you can contact your local authority Trading Standards Department or Citizens' Advice Bureau.

Note: you will not be able to return items brought on the Outlet Website to any Outlet or full price store.

Will I receive a notification when you have refunded me?

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?

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.

My goods have arrived faulty, how do I get a refund?

You will need to return them to our warehouse. To do this, complete and detach the returns note (at the bottom of your delivery note) and enclose it, together with your returned items, inside the original packaging. Goods cannot be returned without this information. Returns are free of charge via Hermes.

For full instructions please go to Delivery and Returns.

Note: you will not be able to return items brought on the Outlet Website to any Outlet or full price store.

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.

What is your policy to resolve a dispute?

If you have a complaint about any goods you purchase from us please contact us here so our Customer Care team can help you.

If we cannot resolve a complaint to your satisfaction you can contact an independent, impartial third party who will consider your complaint and help us to come to an agreement. This is an alternative to bringing a court case . We agree to use ProMediate for this type of dispute resolution. You can contact ProMediate by email. You can find more information about ProMediate, including other ways to contact them, on their website here.

If you bought goods from us online you may also use the European Commission’s Online Dispute Resolution platform if you have an unresolved complaint with us. This is a dispute resolution process conducted entirely online. You can access this platform at here.

WEBSITE

Can I use gift vouchers online?

Unfortunately gift vouchers can't be used online.

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 will need to return the goods for a full refund and then place a new order using the promotional code if it’s still valid.

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 Outlet store.

The item I want is out of stock, is there any way I can be told when it is back in stock?

No, unfortunately due to the nature of the items that are offered there will only be limited stock that is available and once it’s gone it’s gone.

KIDS SHOES

Can I buy Children's shoes online?

Yes we do offer a range of Kids shoes online, you can view them here.

We do not currently offer school shoes; we would recommend visiting your local Clarks store to view our current range of school shoes, or to visit our full price site please click here.

The shoe size I've ordered, based on my measures 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?

Outlet Online purchases cannot be returned to store. Please use our free returns service to return for a full refund, within 28 days of receipt.

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 here.

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?

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 send the gauge back to us using our free return service, within 28 days of receipt. You will need to reorder the correct gauge.

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. This way they can ensure these are the correct size and style for your child.

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?

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 here.

My child has orthotics, what size would 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.

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 899878.

GIFT CARDS

What is a gift card?

Gift cards are credit-card sized cards which can be loaded with values between £5 and £500 (€5-€500).

Where can I buy a gift card?

Gift cards can be purchased from any of our full price and Outlet UK and ROI (Republic of Ireland) stores excluding Clarks Stockists. You can also buy a gift card from our dedicated website.

What payment methods can I use to buy a gift card online?

We accept the following payment methods:
Maestro, MasterCard, MasterCard Debit, MasterCard Purchasing, Visa, Visa Debit, Visa Electron, Visa Purchasing.

Please note: we do not accept Solo, American Express or PayPal.

Where can I spend my gift card?

You can spend your gift card in any of our full price and Outlet UK and ROI (Republic of Ireland) stores excluding Clarks Stockists or online.

How will my gift card be delivered?

Gift cards purchased online will be sent by first class post. A signature will be required. For special delivery all orders need to be placed before 3pm. Orders placed on a Sunday will take an extra day.

• Postage £2: Value under £50, delivery 2-3 days (signed for)
• Postage FREE: Value over £50, delivery 2-3 days (signed for)
• Next day special delivery £5.95: Any amount value

What happens if my gift card has not arrived in the post?

You can track your order using the tracking number provided in your dispatch email. Please check that you have not received a Royal Mail attempted delivery card and then contact us.

What can I buy with my gift card?

You can use your gift card to buy any product available in store (excluding gift cards).

Is there an expiry date for my gift card?

The gift card will expire 24 months from purchase or last use, which includes making a balance enquiry. After expiry, we will not refund any balance remaining.

How do I know how much is on my gift card when I receive it?

The amount on the gift card can be found on the enclosed gift receipt (if purchased from store) or written inside the greeting card.

How can I check my gift card balance?

You can visit Balance Enquiry and enter the 19 digit card number and 4 digit PIN found on the back of the card. Alternatively you may prefer to visit of one Clarks stores or contact us in Customer Care.

Where do I find my 19 digit gift card and 4 digit PIN numbers?

Your 19 digit gift card number is found under the barcode on the back of the card. The PIN is a 4 digit number that you find by scratching off the relevant panel above the barcode. Please take care when scratching off the panel as damaged gift cards will not be accepted.

Can I add money to my gift card?

Yes, you can top up in any of our UK and ROI (Republic of Ireland) stores to the value of £500 / €500. You cannot top up online.

Are gift cards pre-denominated?

No, they can be loaded with any value between £5 and £500 (€5 and €500). Some cards purchased in other locations such as supermarkets may have a pre-denomination which will be stated on the card at the time of purchase.

Can I use my gift card as part payment?

Yes, you can pay the difference with your credit or debit card or cash in store.

Can multiple cards be redeemed at once?

You can use up to 5 gift cards to pay for a single purchase in stores only.

How do I get a refund on items purchased with a gift card?

For items bought in store with a gift card, you will be credited back to a gift card. Cash or credit/debit card alternatives cannot be issued.

What if I need to cancel my gift card?

Once a gift card has been purchased we are unable to refund you or cancel the gift card.

What happens if my gift card is lost, stolen or damaged?

Please treat your gift card with care. We won’t accept liability for lost, stolen or damaged cards.

Clarks eGift FAQs

What is an eGift?

An eGift (electronic gift card) is like a gift card but they are sent to you by email. At the tills you can present the eGift on your mobile device or take a printed copy.

Where can I buy an eGift?

You can only buy an eGift from our dedicated website.

Where can I spend my eGift?

You can spend your eGift in any of our UK and ROI (Republic of Ireland) stores excluding Clarks Stockists or online.

How will my eGift be delivered?

Your eGift will be sent via email to the recipient’s inbox within 24 hours. Alternatively you can choose a specific day for the eGift to be sent.

What happens if my eGift has not arrived?

Please be extra careful when typing in the recipient’s email address as Clarks won’t accept responsibility for errors.

What can I buy with my eGift?

You can use your eGift to buy any product available in store (excluding gift cards).

Is there an expiry date for my eGift?

The eGift will expire 24 months from purchase or last use, which includes making a balance enquiry. After expiry, we will not refund any balance remaining.

How do I know how much is on my eGift when I receive it?

The email message received with the eGift tells you the value of the eGift.

How can I check my eGift balance?

You can visit Balance Enquiry and enter the 19 digit card number and 4 digit PIN. Alternatively you may prefer to visit of one Clarks stores or contact us in Customer Care.

Where do I find my 19 digit eGift and 4 digit PIN numbers?

These numbers can be found in the email message that you receive with your eGift.

Can I add money to my eGift?

Yes, you can top up in any of our UK and ROI (Republic of Ireland) stores to the value of £500 / €500. You cannot top up online.

Are eGifts pre-denominated?

No, they can be loaded with any value between £5 and £500 (€5 and €500).

Can I use my eGift as part payment?

Yes, you can pay the difference with your credit or debit card or cash in store.

Can multiple eGifts be redeemed at once?

You can use up to 5 eGifts to pay for a single purchase in stores only.

How do I get a refund on items purchased with an eGift?

For items bought in store with an eGift you will be credited back to a gift card. Cash or credit/debit card alternatives cannot be issued.

What if I need to cancel my eGift?

Once an eGift has been purchased we are unable to refund you or cancel the eGift.

What happens if my eGift is lost, stolen or damaged?

Please treat your eGift with care. We won’t accept liability for lost, stolen or damaged cards.

GIFT CARDS FOR BUSINESS FAQs

What is the current range of business products?

Our business products are gift cards and eGifts.

For further information on Clarks for Business please email us at enquiries@clarksforbusiness.co.uk

Is there a delivery charge for Clarks for Business Orders?

Any delivery charge for corporate orders will depend on the products and quantities ordered. Please note: if you are ordering gift cards for the first time, be aware that we will need to run a delivery security check. Please contact us for more information.

Can I use the Clarks logo?

Yes, please use the image library available on request, and send us your completed artwork so we can approve it for you.

Can I use my own company logo?

Yes, please contact your account manager for more information.

What are my delivery and payment options?

Credit account facilities - Offering 30 day payment terms for Clarks for business. Credit application forms available on request. BACS and CHAPS payments- Orders will be processed upon confirmation of cleared funds.

For further information on Clarks for Business please email us at enquiries@clarksforbusiness.co.uk