{"_meta":{"schema":"https://clarks.com/hierarchy/h-url-manager.json","name":"FAQS","deliveryId":"dc7750e1-9ed8-4f51-9195-78fd8e9c1231","hierarchy":{"parentId":"ff1ce510-1286-4cb1-a621-13df0c202d97","root":false}},"urlSlug":"/faqs","breadcrumb":{"_meta":{"schema":"https://clarks.com/hierarchy/h-breadcrumb.json","name":"Customer Service","deliveryId":"4ad71c5f-26f6-44a0-af37-fddd58d9af62","hierarchy":{"root":true}},"title":"Customer Service"},"content":[{"_meta":{"schema":"https://clarks.com/slot/s-hygiene-page-layout.json","name":"Hygiene Page Layout Slot- FAQs","deliveryId":"21912fda-d4b1-4434-a23c-172bf4cd8804"},"seoMeta":{"robots":{"tag":"index, follow"},"pageTitle":"FAQs | Clarks Shoes","pageDescription":"Find answers to your questions with Clarks' FAQ directory. Get help with your account, orders, shipping, returns, and more."},"mainHeading":"Faqs","slotContent":{"LeftContent":{"_meta":{"schema":"https://clarks.com/content/c-hygiene-page-navigation-links.json","name":"Hygiene Page Navigation Links- FAQs","deliveryId":"141a06b2-78a1-4d2d-b4b8-5b8bcfdec0ad"},"displayOption":"Icon/Image with Bodytext","isSideNavigationLink":true,"hygienePageNavigationLinks":[{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"4a3f5b61-b88d-4f68-b849-5ddca7bff912","name":"Delivery_square","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"assetType":"static","useOriginalSize":false},"bodyText":"Shipping & Delivery","link":{"internalLink":"shipping-delivery"}},{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"ad3a589f-728c-4a55-bdff-c68a7534ce8a","name":"return_3","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"assetType":"static","useOriginalSize":false},"bodyText":"Returns","link":{"internalLink":"returns-policy"}},{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"9fe7c8f8-b4b0-4cc3-a68f-acc693ebaed6","name":"policy_3","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"assetType":"static","useOriginalSize":false},"bodyText":"Privacy Policy","link":{"internalLink":"privacy-policy"}},{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"4a3ab238-f803-44a6-bd35-abc3139e7823","name":"terms_4","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"assetType":"static","useOriginalSize":false},"bodyText":"Terms and Conditions","link":{"internalLink":"terms-and-conditions"}}]},"RightContent":{"pageContent":[{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Bottom Spacing 24px","deliveryId":"38e1f1fa-78d3-4c6d-bb4e-24c6a06706ad"},"bottomSpacing":{"mobile":"S/24px","desktop":"S/24px"}},{"_meta":{"schema":"https://clarks.com/content/c-simple-accordions.json","name":"Simple Accordions - FAQs","deliveryId":"55b19b80-5c9e-4b19-9569-c964c93ab53a"},"heading":"Your Account","accordions":[{"accordionHeading":"Why do I need to create an account?","accordionAnchorId":"account","accordionBody":[{"richText":"Benefits of creating an account are so that:\n\n1. You are able to view your order history including your order status, and you can re-print order documents.\n\n2. You can save your addresses for quicker and easier ordering next time.\n\n3. We have your details in case we need to contact you about your order."}]},{"accordionHeading":"I have forgotten my password - how do I log in?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"forgot-password"},{"accordionHeading":"How do I change my personal details?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"personal-details"},{"accordionHeading":"How do I leave a review?","accordionBody":[{"richText":"1. Find the product you've purchased and wish to rate, then scroll down the page to the 'Review this product' link.\n\n2. A form will pop-up where you can leave a review and give the product a star rating.\n\n3. Click submit"}],"accordionAnchorId":"leave-review"},{"accordionHeading":"My review hasn't appeared online...Why is this?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"review"}],"textTransform":"UPPERCASE"},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Bottom Spacing 16px","deliveryId":"a5a959af-115a-4105-9562-6735f973fa83"},"bottomSpacing":{"mobile":"XS/16px","desktop":"XS/16px"}},{"_meta":{"schema":"https://clarks.com/content/c-simple-accordions.json","name":"Simple Accordions ordering & payment","deliveryId":"ef01a377-3364-494b-a2b9-d6a363c93569"},"heading":"Ordering & payment","accordions":[{"accordionHeading":"Did I order the right size?","accordionBody":[{"richText":"The Clarks Canada site sells all of its products in US sizes. Recently, our site has been having trouble displaying sizing correctly and was briefly displaying UK sizing. If you have any issues with the sizing of your recent order, please contact us immediately."}],"accordionAnchorId":"size"},{"accordionHeading":"How many items can I order?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"items"},{"accordionHeading":"What payment methods can I use?","accordionBody":[{"richText":"We accept the following payment methods when they are registered to a Canadian billing address: PayPal, Visa, MasterCard, American Express, Discover (through Paypal), Google Pay, Apple Pay, and Shop Pay."}],"accordionAnchorId":"payment-method"},{"accordionHeading":"Can I use a card that’s not registered Canada?","accordionBody":[{"richText":"No. Your credit card must have a Canadian billing and shipping address."}],"accordionAnchorId":"credit-card"},{"accordionHeading":"What should I do if my payment is refused when placing an order?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"refused-payment"},{"accordionHeading":"What are your delivery charges?","accordionBody":[{"richText":"Standard Delivery - $8.95 or **FREE** on orders of $75 or more - 8-10 business days (after shipment notification)."}],"accordionAnchorId":"delivery-charge"},{"accordionHeading":"Can I change or modify my order?","accordionBody":[{"richText":"You can change your order any time before check-out, but once your order has been placed, it cannot be changed."}],"accordionAnchorId":"change-order"},{"accordionHeading":"Can I cancel my order?","accordionBody":[{"richText":"Once an order has been placed, it cannot be cancelled."}],"accordionAnchorId":"cancel"},{"accordionHeading":"Do you deliver to APO/FPO addresses?","accordionBody":[{"richText":"No. Unfortunately not at this time."}],"accordionAnchorId":"AFP/FPO"}],"textTransform":"UPPERCASE"},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Bottom Spacing 16px","deliveryId":"a5a959af-115a-4105-9562-6735f973fa83"},"bottomSpacing":{"mobile":"XS/16px","desktop":"XS/16px"}},{"_meta":{"schema":"https://clarks.com/content/c-simple-accordions.json","name":"Simple Accordions- Delivery FAQS","deliveryId":"ab3982c3-aaa7-4b33-87a0-81f2d944bffb"},"heading":"Delivery","accordions":[{"accordionHeading":"Can I track my order?","accordionBody":[{"richText":"Yes, you can track your order two ways:\n\n* Log into your account by clicking on the [login page](https://www.clarkscanada.com/%22https://www.clarksusa.com/my-account/%22) link at the very top of the page. In your account, click on My Orders to see all of your current and previous orders.\n\n* Refer to your shipping confirmation email for further details. "}],"accordionAnchorId":"track-order"},{"accordionHeading":"What is your returns policy?","accordionBody":[{"richText":"We want you to be delighted with your purchase but if you are not fully satisfied, simply return your unworn, original condition, resalable product within 60 days of purchase for a refund of your original purchase price. \n\nFollow our simple, FREE, online return process explained below and ship your unworn product back to us with your printed packing slip.\n\nRefunds for products being returned, along with any applicable taxes, will be credited to your original method of payment. \n\nYour refund will be processed after we receive and inspect your unworn products at our fulfillment center. Please allow up to two billing cycles for the credit to be applied to your original method of payment after your return has been processed.\n\nIf you’d like to exchange an unworn, original condition, resalable product, use our online return process and place a new order for the product you would like. Please note that when returning a product and placing a new order, two separate transactions will post to your credit card – one for the new order and one for the refund of the original item(s) you are returning. \n\nUnfortunately, at this time, you cannot return or exchange your purchases from clarkscanada.com in Clarks stores in Canada. In addition, purchases made in-store must be returned at a Clarks store location in Canada, in accordance with its return policy."}],"accordionAnchorId":"returns-policy"},{"accordionHeading":"Will I receive a notification when you have refunded me?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"notification"},{"accordionHeading":"How long will it take for you to refund me?","accordionBody":[{"richText":"Your refund will be processed after we receive and inspect your unworn products at our fulfillment center. Please allow up to two billing cycles for the credit to be applied to your original method of payment after your return has been processed."}],"accordionAnchorId":"refund-duration"},{"accordionHeading":"I bought a pair of shoes at full price, but the day after they went on sale – can I get the difference refunded?","accordionBody":[{"richText":"No. Once an item has been ordered online, the price is fixed. We do not offer price adjustments."}],"accordionAnchorId":"sale"},{"accordionHeading":"I have a promotional/coupon code, where do I enter it?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"promo-code"},{"accordionHeading":"My promotional code has not worked on my order; how do I apply this?","accordionBody":[{"richText":"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."}],"accordionAnchorId":"promo-not-working"},{"accordionHeading":"The item I want is out of stock; is there any way I can be told when it is back in stock?","accordionBody":[{"richText":"Not yet, but very soon! Check back for updates!"}],"accordionAnchorId":"out-of-stock"}],"textTransform":"UPPERCASE"},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Spacing | 16px","deliveryId":"bc8d6e79-5add-454d-a74d-43d87d3aa017"},"bottomSpacing":{"mobile":"XS/16px","desktop":"XS/16px"},"bgColor":"#fff"},{"_meta":{"schema":"https://clarks.com/content/c-simple-accordions.json","name":"Simple Accordions - FAQ - Returns","deliveryId":"c38e717e-dff6-49e4-9662-7f0cb62a1e94"},"heading":"Returns & refunds FAQs","accordions":[{"accordionHeading":"Will I receive a notification when you have refunded me?","accordionBody":[{"richText":"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."}]},{"accordionHeading":"How long will it take for you to refund me?","accordionBody":[{"richText":"If you return them through our online process, your refund will process after we receive and inspect your unworn products at our warehouse. You will receive an email confirming your return has been processed. Once processed, refunds should reflect on your account within 10 business days."}]},{"accordionHeading":"Are shipping charges refunded if I return my order?","accordionBody":[{"richText":"Shipping charges are refunded only if a product in the order is found to be defective. Otherwise, we do not refund shipping charges when orders are returned."}]},{"accordionHeading":"I bought an item that was later reduced in price. Can I get a refund on the difference?","accordionBody":[{"richText":"No. Once an item has been ordered the price is fixed."}]},{"accordionHeading":"Can I return an item I purchased in a Clarks store to your warehouse?","accordionBody":[{"richText":"Unfortunately, our warehouse does not have the information it would require for us to automatically refund you when you return items bought in a Clarks store. If our warehouse receives a return for an item purchased in-store, we will contact you to request the relevant information to process your refund."}]},{"accordionHeading":"Where can I return an item that I purchased in a Clarks store?","accordionBody":[{"richText":"For purchases made in-store, please visit a [Clarks Store](https://www.clarks.com/en-ca/store-locator) to return products with your original receipt. Purchases made in-store must be returned at a store location."}]},{"accordionHeading":"Why is my order not eligible for Return?","accordionBody":[{"richText":"Your item(s) may be ineligible for return if your order has exceeded 45 days from the time that the order was purchased. Defective items will be accepted within 6 months of purchase."}]},{"accordionHeading":"Can I return my Klarna order to a Clarks store?","accordionBody":[{"richText":"No, online orders paid for using Klarna cannot be refunded in store, please return to our warehouse for a refund to your original payment method."}]},{"accordionHeading":"Can I return my PayPal order to a Clarks store?","accordionBody":[{"richText":"No, online orders paid for using PayPal cannot be refunded in store, please return to our warehouse for a refund to your original payment method."}]},{"accordionHeading":"What if I return an item purchased with a Clarks gift card?","accordionBody":[{"richText":"If you paid exclusively with a Clarks Gift Card, your refund will be issued in the form of a digital Gift Card for the amount of the returned item(s). Digital Gift cards will be emailed to the email address used to place the original order. If you paid with a combination of credit card and Gift Card(s), we will refund your credit card first, up to the full amount originally charged, and a new digital Gift Card will be issued for the Gift Card portion of the order.\n\nOriginal shipping charges and any applicable shipping taxes will not be refunded. When using our pre-paid return shipping label $5.00 will be deducted from the refund total."}]},{"accordionHeading":"I've lost my return label, how can I obtain a replacement?","accordionBody":[{"richText":"Once you have logged your return through our online Returns Portal, you will receive an email with your return shipping label attached. If you no longer have the email, you can contact our [Customer Care](https://www.clarks.com/en-ca/contact-us) team for a replacement label."}]},{"accordionHeading":"Do you offer exchanges for online orders?","accordionBody":[{"richText":"Exchanges on orders are not available at this time. However, you may return your item for a refund and place a new order for the product you would like. Please note that when returning a product and placing a new order, two separate transactions will post to your credit card. One for the new order and one for the refund of the original item you are returning."}]}],"textTransform":"UPPERCASE"},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Spacing | 16px","deliveryId":"bc8d6e79-5add-454d-a74d-43d87d3aa017"},"bottomSpacing":{"mobile":"XS/16px","desktop":"XS/16px"},"bgColor":"#fff"},{"_meta":{"schema":"https://clarks.com/content/c-simple-accordions.json","name":"Simple Accordions - Gift Cards","deliveryId":"e118e6e5-4829-496c-a29b-08a3b2c15e83"},"heading":null,"accordions":[{"accordionHeading":"How do I check the balance of my e-gift card?","accordionBody":[{"richText":"You can check your balance [here](https://www.clarks.com/en-ca/giftcardbalance). "}]},{"accordionHeading":"Where can I purchase a gift card?","accordionBody":[{"richText":"You can purchase a Gift Card [here](https://www.clarks.com/en-ca/giftcards). "}]},{"accordionHeading":"When will my e-gift card expire?","accordionBody":[{"richText":"Our e-Gift Cards don't expire."}]},{"accordionHeading":"Where can I use my e-gift card?","accordionBody":[{"richText":"You can use your e-Gift Card both online and in store."}]},{"accordionHeading":"Can I use my e-gift card as a partial payment? ","accordionBody":[{"richText":"You can use an e-Gift Card as partial payment towards a purchase both online and in store."}]},{"accordionHeading":"My e-gift card order has not arrived.","accordionBody":[{"richText":"For e-Gift Cards, it can take up to 48 hours for this to arrive. Please also check your junk/spam folders. If you still require further assistance, please contact Consumer Care."}]},{"accordionHeading":"I have an e-gift card, can I return it for a refund? ","accordionBody":[{"richText":"E-Gift Cards cannot be returned, refunded or exchanged. Please see our full Gift Card Policy [here](https://www.clarks.com/en-ca/gift-card-terms). "}]},{"accordionHeading":"How will my e-gift card be delivered?","accordionBody":[{"richText":"E-Gift Cards will be emailed to the recipient’s email address."}]},{"accordionHeading":"Can multiple gift cards be redeemed at once?","accordionBody":[{"richText":"Yes, you can use up to three Gift Cards to pay for a single purchase online."}]},{"accordionHeading":"What if I need to cancel my gift card?","accordionBody":[{"richText":"Once a Gift Card has been purchased, we are unable to refund you or cancel the Gift Card."}]}],"textTransform":"Capitalize"},{"_meta":{"schema":"https://clarks.com/content/c-hygiene-page-rich-text.json","name":"Hygiene Page Rich Text - FAQs","deliveryId":"eb450180-1f4d-4238-a8d0-456f60e7222c"},"hygienePageRichText":{"richText":"### STILL NEED HELP?\n\n#### CONTACT US BY PHONE\n\n#### (289) 301-9330\n\n#### CONTACT US BY EMAIL\n\n#### Use our [contact form](https://www.clarkscanada.com/pages/contact-us \"Contact us\")"}}]}},"textTransform":"UPPERCASE"}],"urlSlugGroupKey":"cp-aw24-help-faqs-star"}

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