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FREQUENTLY ASKED QUESTIONS


Your Account

 
Why do I need to create an account?
 

Benefits of creating an account are so that:

  • You are able to view your order history including your order status, and you can re-print order documents
  • You can save your addresses for quicker and easier ordering next time
  • We have your details in case we need to contact you about your order
 
 
I have forgotten my password - how do I log in?
 

Visit the Log In 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?
 

To change any of your personal details – name, contact details, password – log in to your account via the Log In 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) A form will pop-up where you can leave a review and give the product a star rating.
  • 3) 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.

 
 
 

Ordering & Payment

 
How many items can I order?
 

We do limit orders to a maximum of 8 items up to the value of $1000, although you will be limited to 2 items of the same style/color. 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 Consumer Services team.

 
 
What payment methods can I use?
 

We accept the following payment methods when they are registered to a US billing address: PayPal, Visa, MasterCard, American Express, Discover, Diners Club, and JCB.

 
 
Can I use a card that’s not registered in the US?
 

No.  Your credit card must have a US billing and shipping address.

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

If your credit or debit card has been refused, you can try resubmitting your order, or using a different card. For details on why your card was refused, please contact your card issuer.

 
 
What are your delivery charges?
 
  • UPS Surepost – FREE – 5-8 business days (after shipment notification)
  • UPS Ground – $6 – 3-6 business days (after shipment notification)
  • UPS Two Day  – $16  – 2 business days for orders placed before 12PM EST Monday through Friday; 3 business days for orders placed after 12PM EST Monday through Friday
  • UPS Next Day  – $26  – 1 business days for orders placed before 12PM EST Monday through Friday; 2 business days for orders placed after 12PM EST Monday through Friday
  • Alaska & Hawaii: UPS Two Day – $21 – 2 business days for orders placed before 12PM EST Monday through Friday; 3 business days for orders placed after 12PM EST Monday through Friday
  • US Territories: USPS – $20 –  8-12 business days (after shipment notification)
 
 
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, or anywhere else as long as it's an address within the US or its territories. We currently can't deliver to the rest of the world. For international delivery and stockists, please visit clarks.com.

 
 
Can I change or modify my order?
 

You can change your order any time before check-out, but once your order has been placed, it cannot be changed.

 
 
Can I cancel my order?
 

Once an order has been placed, it cannot be cancelled.

 
 
Do you deliver to APO/FPO addresses?
 

Yes, using the USPS ship method.

 
 
 

Delivery

 
Can I track my order?
 

Yes, you can track your order two ways:

  • Log into your account by clicking on the login page link at the very top of the page. In your account, click on My Orders to see all of your current and previous orders.
  • Visit the Order Lookup page and enter your order number and 5-digit shipping zip code.
 
 
I placed my order in store - how do I track it?
 

If you placed your order in a Clarks retail store, and your receipt has a Special Order ID, simply type the number into the Track by Reference field on ups.com, then click track.  If there is a Remote Send ID on your receipt, please contact the store where you originally made the purchase and they can provide tracking information. Please note that your package will arrive 7-10 business days after placing the order.

 
 
What is your returns 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 returnsprocess 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 unwork 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 will be issued a store credit for the current retail price of the unworn product.

 
 
Will I receive a notification when you have refunded me?
 

If you have ordered online, you will receive an email to let you know 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 through our online process, you should expect to see your refund within 7-10 business days once received at our fulfillment center.

If you received a gift in the wrong size or color, you can return it (with your packing slip) 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 gift was originally purchased on our website and you return it via our online process, a merchandise credit will be issued in the form of a Gift Card, which will ship to the shipping address from that original order.

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

 
 
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 online, the price is fixed. We do not offer price adjustments.

 
 
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 promo 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 order; how do I apply this?
 

Please check the terms and conditions of the promotion to make sure the items you are purchasing are eligible for the discount and that 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 order to any of our stores with the coupon 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?
 

Yes! Shoe care is available both online and in Clarks retail stores. Click here to purchase online!

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

Not yet, but very soon! Check back for updates!

 
 
 

Measure & Fit - Help & Support

 
The shoe size I ordered for my child, based on measurements 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.

 
 
How do I 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.


 

 
 
What gauge do I need to buy?
 

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.
View available gauges.

 
 
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.

 
 
My child has orthotics, what size do you recommend?
 

If your child has orthotics, we would recommend that you visit your local Clarks store to ensure the best fit.

 
 
 

Clarks Gift Cards

 
Where can I buy a gift card?
 

Gift cards can be purchased online here as well as by visiting and Clarks retail store.

 
 
Where can I spend my gift card?
 

You can spend your gift card online on ClarksUSA.com or in any Clarks retail location.

 
 
How will my gift card be delivered?
 

Gift cards purchased online will be sent according to the shipping method you select upon checkout.

 
 
How can I check my gift card balance?
 

You can visit our Gift Card Balance and enter the 19 digit card number and 4 digit PIN found on the back of the card.

 
 
Can I use my gift card as a partial payment?
 

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

 
 
Can multiple cards be redeemed at once?
 

Yes, you can use up to three gift cards to pay for a single purchase online.

 
 
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.

 
 
 

Still Need Help?

 
Contact Us!
 

Visit our Contact Page to get in touch with our Consumer Services Team!