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Frequently Asked Questions


 
I think I entered my email address incorrectly when I registered. How do I log back into my account?
 

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. You can either contact us by email, or call our multi-lingual Customer Care team on 00800 2500 2525. We will recover your account details and then correct your email address.

 

 
 
I have forgotten my password - how do I log in?
 

If you have forgotten your password, go to the 'Login' page and click on the 'Forgotten your password?' link. You will be asked to enter the email address you opened the account with and click on the 'next' button. We will then email you a new password. If you are still experiencing problems, please contact us us by email, or call our multi-lingual Customer Care team on 00800 2500 2525.

 
 
How do I update my email address?
 

Go to the 'My account' page and log in as normal. When your Account Summary appears, click on the 'Change my details and password' link. You will then be able to enter your new email address here.

 
 
How do I change my personal details?
 

 

To change any of your personal details – your name, contact details, password etc – log in to your account and select the link 'change my details and password'. You will then be able to enter your new details here.

 

 
 
How many shoes can I order?
 

You can order a maximum of eight items, up to 600 euros. However, in order to give you the opportunity to try these styles in different sizes, you may order a maximum of two different sizes per any one style. (Therefore, only you can only order different size variations for two styles within your order). When ordering and exceeding the limit, a message will appear on screen to advise you of this. If you have any problems or issues when placing an order, please contact us us by email, or call our multi-lingual Customer Care team on 00800 2500 2525.

 
 
Where can I find a specific style that I cannot see on the website?
 

If you can’t find a particular style on the website, please contact us. One of our customer care team members will try to provide more information about the style you are looking for. It may be that the style is currently out of stock and they could let you know when it is due in, or it could be that a local store has it in stock and they could advise you where to visit.

 
 
What payment methods can I use?
 

We currently accept the following payment methods:
Visa credit, Visa debit, MasterCard, Sofort Banking, Carte Bleue, Carte Bancaire, Ideal and Paypal.

 
 
Can I use my debit/credit card from a non-EU bank for payment?
 

Yes, as long as your delivery address is within the available delivery countries.

 
 
Can I use store gift vouchers online?
 

Unfortunately, we do not currently accept store gift vouchers online.

 
 
Which countries do you deliver to and how much do you charge for delivery?
 

We currently offer free standard delivery and a chargeable express delivery to 15 countries. Charges are the same regardless of the number of items ordered. Standard delivery is within 3-5 working days. Express delivery is within 2 working days. For estimates of delivery times for each service, please see the table below. You will also been given an estimated delivery date when choosing your delivery service.

Country

Austria
Belgium
Bulgaria
Cyprus
Czech republic
France
Germany
Greece
Hungary
Luxembourg
Netherlands
Portugal
Slovakia
Slovenia
Spain (Including Balearic islands)
Free Standard delivery
(Working days)
3 to 4
3
5
5
4
3
2 to 3
5
4
3
3
4
4
5
3 to 4
Express delivery 7.95€
(Working days)
1 to 2
1 to 2
2
2
2
1 to 2
1 to 2
2
2
1 to 2
1 to 2
2
2
2
2

Country

Austria
Belgium
Bulgaria
Cyprus
Czech republic
France
Germany
Greece
Hungary
Luxembourg
Netherlands
Portugal
Slovakia
Slovenia
Spain (Including Balearic islands)
Express delivery 7.95€
(Working days)
1 to 2
1 to 2
2
2
2
1 to 2
1 to 2
2
2
1 to 2
1 to 2
2
2
2
2

Please note we do not currently deliver to Ceuta, Malta, Melilla, Canary Islands, Madeira, Corsica, Monaco, French Polynesia, French Overseas Departments and Territories and Andorra.

 
 
Which courier will handle the delivery?
 

Skynet is our European delivery partner. You will receive a text or an email to confirm the planned delivery date of your parcel. This will also include a consignment number, which will allow you to track your parcel on the Skynet website. If you would like help tracking the progress of your delivery please contact us.

 
 
When can I expect my delivery?
 

We will deliver your free standard delivery order within 3-5 working days. Deliveries to some islands and outlying areas may take longer. We will deliver your express delivery order within 2 working days. Deliveries are made Monday-Friday from 8am to 6pm (excluding UK and EU Bank Holidays). More information on delivery times.

 
 
Do you deliver to BFPO addresses?
 

No, unfortunately we are currently unable to do this.

 
 
Do you deliver on Saturday?
 

Deliveries take place Monday to Friday from 8am to 6pm (excluding bank holidays). Click here for more information on Home Delivery.

 
 
Can I have my shoes delivered to an address other than my home address?
 

Yes, we will deliver to any address within our delivery countries (excluding BFPO addresses). You can arrange for your parcel to be delivered to work or to a friend, relative or neighbour. Please specify their address, and the name of the person who will sign for the delivery in the delivery address details section of the checkout.

 
 
I need my new shoes tomorrow for a special occasion – can you fast track my order?
 

You can select our Express delivery service to receive your order within 1-2 working days (this does not include weekends or public holidays) when placed before 15:00CET. When selecting this option, a €7.95 fee will be added to your basket.

 
 
What should I do if my payment is refused when placing an order?
 

If your payment has been refused, you can click to ‘try again’. Please check your payment details to ensure they are correct and then resubmit your order. You can also select an alternative payment method or call our multi-lingual Customer Care team on 00800 2500 2525. For further details on why your payment was refused, please contact your bank or payment provider.

 
 
I'm trying to pay with PayPal but am experiencing difficulty. What does "verified user" mean?
 

If you are having problems paying with PayPal it may be because your account is not verified. Clarks only accept payments form verified PayPal accounts. Information on how to verify your PayPal account can be found here..

 
 
Will I receive a confirmation after placing an order?
 

When you have successfully placed an order, you will be presented with an Order Confirmation. It is advisable to make a note of the Order Number, in case you need to make an enquiry about it later on. We will also email you a copy of this Order Confirmation. In addition, we will email you an Order Update to tell you when your order has been despatched.

 
 
Can I amend my order?
 

You can amend your order any time before you complete the checkout process. However, 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 despatched, to do so please contact us either in writing, calling 00800 2500 2525 (Monday to Friday 9am to 6pm, Saturday 10am to 5pm.), or completing our cancellation form to do so please click here. If your order has already been despatched or delivered, please return your items to us using our free returns service.

 
 
Can I track my order?
 

You can track your order status by logging into your account. Just click on the order you’d like to track to view the status of each item.

 
 
Can I track my parcel?
 

Our courier will send you a text and/or email to confirm the planned delivery date of your parcel. This will also include a consignment number, which will allow you to track your parcel on the courier’s website. If you would like help tracking the progress of your delivery please call our multi-lingual Customer Care team on 00800 2500 2525.

 
 
What happens if I’m out when you deliver?
 

All deliveries must be signed for. If you are not at home to sign for your delivery, the courier will leave a calling card, giving you details of how to arrange a new delivery date or how to collect your parcel from the depot. You can arrange for your parcel to be signed for by a friend, neighbour or work colleague. Further, you can leave a special instruction for the courier when you fill in your delivery details, e.g. leave with neighbour next door.

 
 
My order has taken longer than expected to be delivered - why is this?
 

Skynet will send you an email and/or text with your consignment number and instructions of how you can use this number to track your parcel on the Skynet website. Rare circumstances – such as weather, transport or other unforeseen events - can delay deliveries. If you think that your order is late, please contact our multi-lingual Customer Care team. You will need to quote the consignment number that you have received from Skynet.

 
 
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 only return one item, you will be charged full price for the item you keep and the difference will be refunded.

 
 
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. You do have the option of placing another order at the lower price and returning your original order. However, we are unable to guarantee the availability of sale items.

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

You can return faulty products by going to the 'My account' page, selecting 'My orders/returns' and following the instructions to return an item using the returns label and the re-sealable bag. You can arrange to pick up any item(s) that you wish to return by Skynet, from an address of your choosing, between Monday to Friday 8am – 6pm. You are entitled to a full refund on any faulty items. Item(s) should not be returned to a Clarks store. Clarks stores will not be able to refund or exchange your item(s). The reason for this is because Clarks stores in Europe are franchise businesses and therefore not obliged to take returns from customers who have purchased directly from Clarks International. If you have any further questions regarding the returns process or policy, please feel free to contact us by email, or call our multi-lingual Customer Care team on 00800 2500 2525.

 
 
What if my shoes are faulty?
 

We hope that you don’t have any problems with your purchase from Clarks, however, in the unlikely instance that you do, please follow these guidelines. If you purchased your shoes online, you will need to return them to our UK distribution centre. For more information about our online returns procedure please see our returns policy. To speed up the returns process, we recommend you complete the returns paperwork when sending your parcel back to the UK.

Please note, if you bought your shoes in-store, please return them to the store where you made the purchase.

 
 
What should I do if I ordered the wrong size or would like to order a different colour? Can you exchange the items?
 

We do not offer an exchange service. If you are not entirely happy with your shoes you can place another order for a pair of shoes in the correct size/colour and return the other shoes to the Clarks Distribution Centre using the returns label and the re-sealable bag. You can arrange to pick up any item(s) that you wish to return by Skynet, from an address of your choosing between Monday to Friday 8am – 6pm. You will receive a full refund for any returned item(s).

 
 
How do I return an item?
 

If you’re unhappy with your item(s), you can return them for a full refund within 60 days of receipt. Items must be returned unworn, in their original condition and in the re-sealable bag in which they were despatched to you. We will process your return and any appropriate refund within 30 days of receipt.

All item(s) must be returned to the Clarks Distribution Centre in the UK. Our partner for handling the delivery and return of your item(s) is one of the world’s most reliable couriers, Skynet. We offer a free returns service which allows you to arrange a return with Skynet of any item(s) that you wish to return. You can also send the items back to us directly, but please note that this would be at your own cost and we would advise you to get proof of postage. Please follow the instructions on our Returns page.

Item(s) should not be returned to a Clarks store. Clarks stores will not be able to refund or exchange your unwanted item(s). The reason for this is because Clarks stores in Europe are Franchise businesses and therefore are not obliged to take returns from customers who have purchased directly from Clarks International.

For further details on Returns please click here. If you have any further questions regarding our returns process or policy, please feel free to contact us by email, or call our multi-lingual Customer Care team on 00800 2500 2525.

 
 
You are not delivering yet to my country, can you notify me when you extend your coverage?
 

Yes, if you sign up to our newsletter we can keep up to date with Clarks news and offers.

 
 
How should I care for my shoes?
 

In order to maintain and prolong the life of your footwear, Clarks recommend the use of our Shoe Protector - particularly for new shoes before they are worn, to help guard against rain and stains. To clean suede, nubuck and fabric footwear, we suggest applying a mild shampoo and, when dry, brushing with a suede brush or block. To keep leather soft and supple, Clarks recommend using a shoe cream - either self-shining or one that needs to be buffed to a shine. To help cover minor scuffs and scrapes a matching coloured cream should be used. In all cases, a re-application of Protector after cleaning helps prolong the maintenance. Due to the weather, footwear often becomes damp and, in this situation, Clarks would recommend the use of a shoe tree which allows the shoes to dry out, without creasing, to their natural shape.

 
 
European Online Dispute Resolution service
 

Our Customer Care team will always try to resolve any complaint swiftly, professionally and courteously.

However, if you’ve been in touch and are unhappy with how things have been resolved, please let us know. If you remain unhappy with any final resolution we’re required to let you know about the European Online Dispute Resolution service. Please click this link to direct you to the European Online platform. (ec.europa.eu/odr)