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Frequently Asked Questions


Shopping



Where can I buy Clarks brand shoes?
Clarks are available throughout the United States and Puerto Rico at any of our 315+ Clarks and Clarks Outlet locations. Of course, you can always shop online at www.clarksusa.com.

Our valued retail partners' stores, which include independent specialty footwear stores, major retail chains and department stores also carry our product.

Please use our Store Locator to find our retail partners and the Clarks locations nearest you.


How can I purchase Clarks styles that are distributed outside the United States?
Clarks styles vary from country to country, based on our consumers preferences around the world. At this time, we do not sell products that are carried exclusively overseas.

Do you offer a mail order catalog?
We do not produce a mail order catalog, but you can find the complete collection of current products on our website www.clarksusa.com. Our website also includes Store Locator to help you find stores in your area that carry our products.

How can I reload a Clarks Gift Card?
Our apologies – Gift Cards cannot be reloaded at this time. To purchase a new Gift Card, please visit our online Gift Card center, visit your nearest Clarks store, or contact Customer Service at 800-211-5461 (8-8 EST M-F, 9:30-4 EST Saturdays).

Can I buy a single shoe?
Our footwear is manufactured and sold in pairs only. If you require different size shoes or a single shoe, please contact the National Odd Shoe exchange.

Why won’t my promotional code work?
There are exclusions to every promotion that we run. Please be sure to read the terms and conditions prior to completing your order. We cannot adjust the price on an order that has already been placed.

Will a certain shoe be restocked?
We are always replenishing our inventory and adding new styles. Please check back often to make sure you do not miss out!


Payment and Order Confirmation



Will I receive a confirmation after placing an order?
We will send you two confirmation emails after placing an order. Your order confirmation will arrive shortly after you submit your order to notify you that your order has been received. Your shipping confirmation will arrive when your order has shipped and will include details on how to track your order.

What payment methods can I use?
We accept all major credit cards: Visa, Mastercard, Discover, American Express. This includes bank-issued gift cards with a credit card logo (such as American Express gift cards). We are able to process one credit card payment and up to three Clarks gift cards per order.

What should I do if my credit card is not authorized when placing an order?
If your credit card is not authorized, first try to enter the credit card and billing information again. If you have re-entered the information correctly and still are not authorized, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer. For your security, your billing name, address, and phone number must match that of the credit card used for payment. The system may decline any order that does not have an exact match on these criteria.

What is an authorization hold?
We do an authorization when the order is placed to verify that the funds are available. We do not charge your card until an order has shipped. Please keep in mind you may see pending charges on your account even though the order was declined. When an order attempt is submitted on our website the transaction is sent automatically to the bank for verification of the billing address entered, and availability of funds. The bank may hold the funds for that transaction even if the order is then declined for other reasons. The authorization hold will typically be removed from your account in 7-14 business days if the transaction is not completed. Please note that if you make an order attempt using an international credit card, the pending hold can take 14-30 business days to reverse.

What is my 3 or 4 digit security code?
Your Card Security Code (CSC) or Card Verification Value (CVV) helps to keep your transaction safe. On Visa, MasterCard and Discover, this is a 3-digit code on the back of the card, typically on the signature strip. On American Express, it is a 4-digit code located on the front of the card.

Can I cancel or edit my order?
We cannot alter an order once it has been submitted. Our fulfillment systems are designed to get your orders shipped and on your feet as quickly as possible.

How can I redeem a Clarks Gift Card?
Clarks Gift Cards can be redeemed for merchandise online at www.clarksusa.com; at one of our Clarks or Clarks Outlet retail locations; or by calling Customer Service at 800-211-5461. How to redeem your Clarks Gift Card on www.clarksusa.com; During checkout, select the Gift Card option on the Order Options Page. Before entering your credit card information, enter the 19-digit Gift Card number and 4-digit PIN from the back of your Gift Card, then click Add Gift Card. Follow this process with any subsequent Gift Cards. A maximum of three Gift Cards can be applied toward any one order.

I didn't receive an order confirmation. Was my order placed?
Occasionally our email confirmations will be delivered to a spam or promotions folder. If it has not been delivered there, please call Customer Service at 800-211-5461 to confirm if your order was placed.


Shipping



If I order multiple items within the same purchase, will they arrive in one box?
We are currently experiencing technical difficulties in supplying all tracking numbers associated with your order. If you receive a portion of your order, the remaining portion should arrive in the next 1-2 business days.

We continue to work diligently to provide every piece of order information that you expect from us.

How can I track my order?
To track your order, please visit our Track Order page. You can also track your order by clicking on the Track Order link in your shipment confirmation email or by logging into My Account. Once in your account, click on Order History and click on the order you would like to track to view the status of each item.

Do I get charged shipping for each item I have ordered?
No, we offer flat fee shipping for each order you place. The charge is the same regardless of how many items you order, within a single purchase. All UPS Surepost orders always ship FREE!

I need my new shoes tomorrow for a special occasion — can you fast track my order?
Yes, within the continental United States. If you choose the Next Day Delivery option, orders placed before 12:00pm EST Monday through Thursday will be shipped the same day and delivered the following day. Orders placed on Friday through Sunday will be shipped on the following Monday and delivered Tuesday. We do not offer Saturday delivery at this time.

Do you deliver on Saturday?
If you select UPS Surepost as your shipping method, the post office may deliver your package on a Saturday. Specific Saturday delivery cannot be requested, however.

How will my laces be shipped?
Laces are shipped via US Postal Service within the US and US Territories. There is no charge for shipping. If you order laces with other items, the laces will ship separately. Please allow 5 to 8 business days for delivery of your laces.


Returns and Exchanges



What is your return policy?
We want you to be delighted with your purchase but if you are not fully satisfied, simply return your unworn product within 90 days for a full refund.

Online Purchases: Follow our simple online return process and ship your unworn product back to us with your return paperwork, or visit a Clarks retail store near you.

In-Store Purchases: Please return your unworn product with the original receipt to your nearest Clarks retail store within 90 days for a full refund or exchange. If you do not have your original receipt, or if it’s been longer than 90 days, you’ll be issued a store credit for the current retail price of the unworn product.

How do I reprint a return packing slip or shipping label?
At the bottom of any page on our website, click on Order Lookup under the Help column. Enter your order number and shipping zip code, and click Submit. On the next page, click on Reprint Returns Documentation. From there you will be able to reprint your packing slip and return label.

My products have arrived damaged, what do I do?
For online orders from www.clarksusa.com you can either take the items back to any Clarks or Clarks Outlet location or return them using our FREE Return by Mail process. To ensure that you receive a replacement product as quickly as possible, please contact our Customer Service Team online or at 800-211-5461. For purchases made in a Clarks or Clarks Outlet store, please return your product to a Clarks or Clarks Outlet store. To find the store closest to you, use our Store Locator. Please note that our retail partners may have different return policies. If you purchased your shoes from a retail partner and are not able to return or exchange them, please contact our Consumer Services team for assistance at 800-211-5461 (8-8 EST M-F, 9:30-4 EST Saturdays).

How do I return a defective product?
We strive to make premium products with the best possible materials and unsurpassed craftsmanship. That is why we stand behind everything we make and will replace shoes that have a defect in craftsmanship or materials. If you believe your shoes have a defect in craftsmanship or materials, simply return them to the store where they were purchased with your receipt. If they are unable to honor your return, please contact our Customer Service Team online or call us at 800-211-5461, and we will be happy to help you.

When will I receive my refund?
If you return products to your local store, the refund will be processed immediately. If you return them by mail, we will process your refund after we receive your products at our fulfillment center. Please allow up to two billing cycles for the credit to post to your account after your return has been processed. If you received a gift in the wrong size or color, you can return it to any Clarks or Clarks Outlet to receive a Gift Card for the original price paid. Our Gift Cards can be redeemed at Clarks or Clarks Outlet locations, and also on our website. If the original order was purchased as a gift, you will receive a merchandise credit in the form of a Gift Card, which will ship to the ship-to address from the original order.

All refunds are issued to the original method(s) of payment. If you paid for your order with a Clarks Gift Card, returns will be issued in the form of a new Gift Card for the full merchandise amount.

I bought a pair of shoes at full price, but they are now on sale — may I receive the difference in cost?
Once an item has been ordered the price is fixed. We do not offer price adjustments.

Where do I return my product if I purchased it from a retail partner?
Retailers' return policies vary, so please check the return policy at the location where your shoes were purchased. Shoes should be returned to the retailer from which they were originally purchased with any receipt or proof of purchase. Please note that our retail partners may have different return policies. If you purchased your shoes from a retail partner and are not able to return or exchange them, please contact our Customer Service Team for assistance at 800-211-5461 (8-8 EST M-F, 9:30-4 EST Saturdays).

How do I return a gift online?
When returning a gift, you will receive a merchandise credit in the form of a Gift Card. We recommend returning gift merchandise to a Clarks store whenever possible. Please check our Store Locator Store Locator for the nearest Clarks or Clarks Outlet locations. If you prefer to return items online, visit our Track Order page. Enter your order number (found on your packing slip) and delivery zip code. Once on the next page, follow the instructions for returning your item(s). Once the merchandise is received at our location, we will process and ship your Gift Card. The Gift Card will ship to the original order ship-to address. Post-processing, Gift Cards typically arrive within 5-7 business days via UPS.

How do I exchange my shoes?
We do not offer exchanges. Return your unworn items for a refund using our Returns Process and then place a new order. We cannot guarantee inventory will be available when you place your new order. If you are unsure of what size to order, we recommend ordering multiple sizes and returning those that do not fit.


Account Management



How do I change my account information?
To update your name, contact details or password log in to My Account, select the My Profile link and then enter your new details.

How do I change my email address?
Go to My Account and log in. After your Account Summary appears, click on My Profile and enter your new email address.

How can I retrieve my password?
If you have forgotten your password, just go to the My Account page. You will be asked to enter the email address you used to open the account. We will send you an email with a password.

When I registered, I entered my email address incorrectly — how do I log back in to check my email address?
When you initially sign up for an online account, we send out a confirmation email. If you did not receive this, you may have entered your email address incorrectly. Contact our Customer Service Team online or call us at 800-211-5461, and we will assist you in correcting this issue.


Ratings and Reviews



Can I read or write a product review?
You can read all existing reviews by visiting the product detail page of the shoe or accessory that interests you. If you own a particular product and have put it to use, we invite you to submit your own rating and review.

How do I submit a product review?
Search for the product you'd like to review. Once you've located your shoe or accessory, click "Write a Review." Add your ratings for comfort, quality, style, and fit. Give the product an overall star rating. In the "Review" section, tell us your opinion of the product. Click "Submit" to send us your review.

How long before my review is posted?
Reviews typically are posted within 72 hours of submission. We will notify you via email when your review is live on the site, or if your review was rejected.


Product



What is the difference between men's and women's sizes?
Generally speaking, women's sizes are approximately 1.5 sizes higher than the equivalent men's size. For example, a women's size 8.5 is the equivalent of a men's size 7.


Shoe Care



Does Clarks repair or resole shoes?
If your shoes are well worn and need to be repaired, we suggest taking them to a local shoe repair shop. We also recommend a company called Resole America. They have the capability of resoling a select amount of men's styles. This includes dress shoes with a leather bottom, crepe soles from our Originals line, and select rubber soled shoes, which include the Clarks Air Mover and Natureveldt. If you would like information on resoling your Clarks shoes, please contact Resole America directly at 888-349-7463 or www.resole.com for details.

Can I buy a single shoe?
Our footwear is manufactured and sold in pairs only. If you require different size shoes or a single shoe, please contact the National Odd Shoe exchange.

Can I order replacement laces through Clarks?
Yes! Laces for our most popular styles are available for purchase on our website. Simply click here, and you will find several options. Laces are $4 per pair, and ship via US Postal Service within the US and US Territories.


Company Information



What nonprofit companies does Clarks work with?
Clarks supports many different charities in the communities in which we live and work. If you would like more information regarding these charities please Contact our Customer Service Team.


Terms of Use



Are there any rules I need to follow when visiting your website?
Yes. All rules, guidelines, policies, terms and conditions related to our website can be found on our Terms of Use page. You will find the link to this page located in the bottom left-hand corner of every page of our website. By accessing, browsing, or otherwise using our websites, you agree to abide by our Terms of Use in their entirety, so please review this agreement carefully. If you do not agree to any of the stipulations set out in our Terms of Use, please refrain from entering or using our websites.




Customer Service Quick Links

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