Clarks Online is confident that customers will be happy with their purchases. If for any reason this is not the case, Clarks offer FREE RETURNS for items over $60 within 28 days of the order date. Clarks will not take responsibility for returned items not received if registered post is not used. They have 4 conditions of return for change of mind, item(s) must be returned:
- Within 28 days of the order date
- Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
- Items must be returned in the original shoe box which must be in the original condition.
- Postage is non-refundable
- Clarks reserves the right to refuse the return if these conditions are not adhered to.
Outlet Items
Outlet items are FINAL SALE. Unfortunately, Clarks does not offer refunds or exchanges on these items. However, if a customer’s item is faulty, please contact the Returns Department to arrange an exchange or refund.
How can I request a return or refund?
Clarks provides an easy to use returns system for customers to request a return! Customers only require two pieces of information to request a return:
- Order ID # (can be found in the confirmation email)
- Email address used to place the original order
Customers can click here to request a return.
Clarks’ customer support team will get back to customers with their return parcel details & return authorisation slip. The shoebox is just as important as the shoes themselves, so please do not alter or damage in any way – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in the return being invalid. Shoes cannot be returned for a change of mind with scratched or dirty soles. Clarks suggest customers try them on for the first time on carpet to ensure they are in perfect condition. Clarks will not take responsibility for returned items not received if registered post is not used.
Afterpay Returns
Customers are more than welcome to return their Afterpay order online or in store for a refund provided it meets with the Returns Conditions above. The Afterpay balance will be reduced to reflect the new order total once the refund has been processed, refunds can take up to 5 business days once processed. Clarks are unable to exchange any Afterpay orders online or in-store.
Exchange
Unfortunately, Clarks is not able to offer exchanges for online purchases through their Returns Centre. Customers are however able to exchange or return a product in any of the Clarks retail stores. If unable to access one of their stores, customers will need to contact Clarks so they can assist in organising a return and refund.
We recommend you call ahead to avoid disappointment, please use the Store Locator to contact your preferred Clarks store.
Please note, items purchased online at www.clarks.com.au can only be exchanged at a Clarks branded retail store and cannot be returned to an independent stockist.
Proof of Purchase will be required for all refunds & exchanges and must be refunded to the original payment method. If your item(s) were purchased with PayPal you will be required to show your PayPal proof of purchase.
Faulty Items
Clarks take extreme care in ensuring their goods are of the highest quality. However, if for any reason customers find a fault with one of their products, they will be entitled to the following remedies under the Australian Consumer Law:
- Exchange or refund of items for major failure or faults
- Exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure.
In assessing a claim for faulty goods, the Australian Consumer Law allows Clarks to take into account how much time has passed since the product was purchased, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.
If customers believe they have received a faulty item or there has been an error with the shipment, please contact Clarks. Naturally, if the product is faulty or incorrect, Clarks will pay for the return delivery of the item.
Refund
Refunds will automatically be processed back onto the credit card or PayPal account used to make the original purchase once Clarks has received the items. Please allow up to 5 working days for the refund to be processed. Customers should please keep in mind their financial institute can take an extra few days to return the funds to their account.
Returning shoes purchased from a Clarks retail store:
If customers purchased their shoes from a Clarks store, they should please take their shoes and the receipt back to the store of purchase. The shoes will then be assessed by the store. If the shoes are replaced under the outsole guarantee, the new pair’s guarantee is valid from the original purchase date.
Returning shoes purchased from www.clarks.com.au:
If customers purchased their shoes from Clarks online, they should please contact Clarks’ online customer support team and include the following details:
- Order #
- Details of the item they wish to have assessed with images best depicting the issue
Clarks’ customer support team will be in contact as soon as possible. Clarks will not take responsibility for returned items not received if registered post is not used.
If the shoes are replaced under the Outsole Guarantee, the new pair’s guarantee is valid from the original purchase date. Please note if a replacement is offered, the replacement pair will be the same size as the original purchase.
