Returns, Refunds & Exchanges

Any returns must be unworn, unused, and in their original condition and packaging, with proof of purchase such as a receipt or delivery note. If you do not have these, you can provide a bank or credit card statement with card details removed. Faulty items should be returned via our Returns Portal within 30 days; after this period, please contact Customer Care.

Refunds will be processed to your original payment method once your return has been received and confirmed. Please allow 5–10 days for the refund to appear in your account, although this may vary depending on your payment provider. For in-store purchases, refunds will be made via BACS transfer as we do not store card details - please contact Customer Care for assistance.

Exchanges are free through our Returns Portal. Simply log your return and exchange request, send your parcel back, and we will dispatch your new size once the original item is received. You can also return items to any Full Price Clarks store within 28 days (14 days for sale items). Please note that exchanges are not available for Outlet, Factory Stores, Marketplaces, Wholesale, Eire, or any non-UK stores, and we cannot exchange Shoe Care, Accessories, or Foot Gauges.

Klarna returns

Orders paid using Klarna can be returned to store for a refund, exchange, or gift card. Refunds may take up to 14 days to appear in your account.

Jewellery and Accessories Returns Policy

For hygiene and safety reasons, certain jewellery and accessories items are non-returnable.

Non-Returnable Items

We are unable to accept returns or exchanges on:

• Pierced earrings
• Studded body jewellery

These items are supplied in sealed polybags. For hygiene reasons, they may only be returned if the original polybag seal remains intact and unopened. Once the seal has been broken, the item is non-returnable.

This does not affect your statutory rights if an item is faulty or not as described.

Faulty Returns

Faulty goods within 28 days of order placed date (14 days for reduced price) can be logged through our Returns Portal. For any faulty goods over 28 days old (14 days for reduced price), please Contact Us. We will require the following information to process your request:

• Email Address
• Name
• Order Number
• Description of Fault
• Uploaded photographs of the product (please ensure any faults are clearly shown):
  • Sides of shoes
  • Front & back of shoes
  • Sole and inside of shoes (please ensure product code information is shown)

Once we have received and reviewed your request, we will be in touch outlining the next steps.

Return by EVRI (£2.95)

Please follow the steps below to produce your Returns label or QR barcode for instore printing:

• Visit our Online Returns Portal.
• You will be prompted to enter your order number (e.g. 612345678) and billing postcode.
• Select the item(s) that you would like to return, whether you’d like a refund or an exchange & then returns reason.
• If you are returning for an exchange, select your new size or fit.
• Select your preferred shipping method and enter the required information to register your return.
• Send your items back to us with the original Packing Slip, so we can identify your order number.
• Once your return has arrived back at Clarks, we will issue your refund, or dispatch your exchange order. This can take up to 5 days once the returns is received.

Please note: you cannot return or exchange any orders placed on our Outlet website through this returns portal. To return Outlet orders, please visit https://www.clarksoutlet.co.uk/delivery-and-returns

All postal returns are charged at £2.95. This will be deducted from your refund amount when processed at our Returns Centre. This charge does not apply to faulty items. Exchanges are free of charge.

If your order was placed on our Outlet website (https://www.clarksoutlet.co.uk) Please refer to the Outlet Returns policy for more information on how to return.

Return to a Clarks Store (Free)

You can return your order to a Clarks Store for an Exchange or for an Immediate Refund. We recommend returning your order to a Clarks Store* if a product is faulty, or you ordered the wrong size. Our store staff can assist you in finding an alternative product in the correct size. Please remember to bring your proof of purchase, such as an Order Confirmation email (either printed or on your mobile/tablet device) or an invoice/receipt. You will also need to bring the credit/debit card used to make the original purchase.

*Excludes Outlet, Factory Stores, Amazon Marketplace, Wholesale and Eire, Marks & Spencer Concessions, or any other Clarks Store outside the UK.(Excluded stores may be listed, e.g. Clarks Outlet)

You must have the credit/debit card used to make the original purchase.

When using the below button (Find your nearest Clarks store), excluded stores may be listed, e.g. Clarks Outlet.

Returns for items sold through our partners are managed by the brand that fulfilled your order. Return timeframes may vary depending on the brand, and the number of days allowed for returns can be found on the Partner Hub page. Items ordered through brand partners must be returned directly to the brand’s warehouse.

Please note that returns for partner products cannot be processed in Clarks stores, and Clarks returns must never be delivered to partner warehouses. If you need to make a partner return, a returns label will either be included in your original package, or you will be able to generate one through the brand partner’s website. Full instructions and further details are available on our Partner Hub.

If your query is regarding an order you have collected from one of our stores that did not include a returns label please go to our Returns Portal where you will be able to log your return and generate your Returns Label.

Charges are refunded if a product in the order is found to be faulty. Otherwise, we do not refund delivery charges when orders are returned.

No. Once an item has been ordered the price is fixed for both home delivery and collect from store.

When returning one item from a multi-item offer, the discount will usually be split evenly across the items so you won't receive back the full value of the product. Discounts can differ so for more information please Contact Us

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. To process your refund, we will contact you once we have received the return to take the relevant information. However, if you return your items to a Clarks store, the refund will be processed immediately.

For items bought in store with a Gift Card or eGift, you will be credited back to a Gift Card. Cash or credit/debit card alternatives cannot be issued.

If you would like to exchange your order for a different size or fit, you can do this FREE OF CHARGE via our quick and easy to use Returns Portal. Simply go to the portal, log your return, and exchange requirements, send your parcel back and we’ll dispatch your new size as soon as your original order is received at our warehouse. Alternatively, you can exchange for a different product by returning to one of our Clarks Stores. Find a Clarks Store near you. Please note that we are not able to offer exchanges on Shoe Care, Accessories or Foot Gauges.

When you log an exchange request, you will need to send your item(s) back to Clarks within 14 days. If we do not receive your original item(s) back within this time, your exchange item(s) will be cancelled.

We will dispatch your replacement item(s) as soon as the original is received.

Your item(s) may be ineligible for return if your order has exceeded 28 days from the time that the order was delivered (or 14 days for Sale items). Faulty goods will be accepted within 6 months of purchase.

Yes, online orders paid for using Klarna can be returned to store for refund or exchange.

No, all faulty returns are Free of charge.

Once you have logged your return through our Online Returns Portal, you will receive an email with your returns label and QR code attached. If you do not have the email, you can Contact us and we will be able to issue a replacement.

If you have logged an exchange request through our Online Returns Portal, but have since changed your mind, your exchange request will be cancelled after 14 days if you don’t return your original order within 14 days. If you would like to change an exchange request for a refund, please Contact us and we will be able to assist you with this.

If the products you are returning do not fit into one bag, you can use the returns portal to produce a returns label for each parcel. Providing the return products have the same order number, then all you have to do is go through the returns portal twice - each time selecting the relevant return product for each package. Each time you go through portal, you can print a unique returns label for the carrier or your choice.

If you return your items purchased in a Clarks Full Price store to a Clarks Full Price store, the refund will be processed immediately. In-store purchases cannot be returned to a Clarks Outlet store. On-line purchases must be returned through the Returns Portal.