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Frequently Asked Questions


Shopping

Payment and Order Confirmation

Shipping

Returns and Exchanges

Account Management

Ratings and Reviews

Product

Shoe Care

Company Information

Terms of Use

 

Where can I buy Clarks brand shoes?
Clarks are available throughout the United States and Puerto Rico at any of our 350+ Clarks, Bostonian and 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.

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

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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.

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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 Consumer Services at 800-211-5461 (8-8 EST M-F, 9:30-4 EST Saturdays).

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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.

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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.

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What payment methods can I use?
We accept the following major credit cards when purchasing online or in a Clarks or Clarks Outlet location: Visa, Mastercard, Discover, American Express. Only one credit card may be used per transaction.  This includes bank-issued gift cards with a credit card logo (example: American Express gift cards).

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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.

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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.

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What is my 3 or 4 digit security code?
Your Card Security Code (CSC) or Card Verification Value (CVV) can be found on the back of your credit card, generally on the signature strip. This number helps keep your transaction safe.

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Do you accept credit cards?
We are able to accept credit cards that are issued and have a billing address within the United States or the U.S. Territories. We are unable to support the use of internationally issued credit cards.

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Can I cancel or change my order?
You can change your order at any time before you submit your order. However, once your order is placed, our order fulfillment and shipping systems are designed to get orders on their way to you quickly. We are unable to alter an order once it has been submitted. If you have any questions about an order you have placed, please contact our Consumer Services Team online or at 800-211-5461. Our Consumer Services Team will make every effort to assist you.

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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 800-211-5461. Shop and checkout like normal; during checkout, select the Gift Card option on the Payment and Review 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 Apply. Follow this process with any subsequent Gift Cards. A maximum of three Gift Cards can be applied toward any one order.

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If I order multiple items within the same purchase, will they arrive in one box?
We make every effort to ship all items from a single purchase in the same box. Occasionally, a purchase is split into two boxes. If this occurs, you will receive two tracking numbers. To track your order, please visit our Track Order page.

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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 the My Account section of our website. 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.

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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 Ground orders always ship FREE!

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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.

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Do you deliver on Saturday?
No. We do not offer Saturday delivery at this time.

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What is your return policy?
We hope you will be completely satisfied with every product purchased from our website, but if for any reason you are not, simply return the product to us — hassle free.

For online orders from www.clarksusa.com, you can return your product to your local Clarks or Clarks Outlet store for a refund with your original packing slip, or you can use our FREE Return by Mail service. Please see our Returns Policy for more information. or purchases made at a Clarks or Clarks Outlet store, you must return to your product to a Clarks or Clarks Outlet store.

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, 10-4 EST Saturdays).

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How do I reprint a return packing slip or shipping label?
Please log into your account and click on the 'Past Returns' section from the left-hand menu. From there, choose the order number that you initiated a return from to access this content. If you do not have an account, simply click Track Order, enter your order number and ship-to zip code and from the left-hand menu and click on 'Past Returns'.

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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 Consumer Services 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, 10-4 EST Saturdays).

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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 Consumer Services Team online or call us at 800-211-5461, and we will be happy to help you.

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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 a Clarks or Clarks Outlet locations, and also on our website http://www.clarksusa.com. 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.

If you purchased items from Clarks and only paid with a Gift Card, returns will be issued in the form of a new Gift Card for the full order amount, less shipping. If your purchase was paid for with a combination of credit card and Gift Cards, we will default to crediting your credit card first, up until the full amount originally charged and a new Gift Card will be issued for the Gift Card portion of the order.

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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.

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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 Consumer Services Team for assistance at 800-211-5461 (8-8 EST M-F, 10-4 EST Saturdays).

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How do I return a gift online?
When returning a gift, you will receive a Gift Card merchandise credit. We recommend returning merchandise in-store whenever possible; check our Store Locator for the nearest Clarks or Outlet locations. If you still prefer to return items online, have your order number (found on your packing slip (received with your gift) and the shipping address zip code and visit our Track Order page. Proceed to the Initiate a Return page and select the order number. Select the item(s) you wish to return and select the appropriate reason code. 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.

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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.

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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.

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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.

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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 Consumer Services Team online or call us at 800-211-5461, and we will assist you in correcting this issue.

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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.

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How do I submit a product review?
Become a registered user on Clarksusa.com or log in to your existing account. 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.

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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.

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What is the difference between men 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.

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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.

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Can I order replacement laces through Clarks?
We only stock replacement laces for the Clarks Originals Wallabee and Desert Boot styles, as well as select men’s dress shoes. We are happy to ship in stock laces within the US and Canada, but are unable to ship to US Territories or internationally. To request replacement laces, please use the Contact Us form and provide us with the style number of your shoes and your mailing address.

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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 Consumer Services Team.

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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.

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