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Delivery & Returns

CLARKS SHIPPING INFORMATION

CLARKS DELIVERY POLICY

We offer free standard shipping on all orders over $99.00; orders below this value are charged at a flat rate of $9.95. Express shipping is available at a flat rate of $14.95. Your products are shipped from our warehouse in Victoria and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes.

 

Orders placed before noon AEST on business days will be packed and dispatched on the same day. Once dispatched with Australia Post, expected delivery times for each region are as follows:

 

EXPRESS SHIPPING

1-2 business days – Victoria

1-3 business days NSW, ACT, SA & QLD metro and most regional areas*

2-5 business days WA, NT, Tasmania*

 

STANDARD SHIPPING

1-3 business days Victoria

2-6 business days NSW, ACT, SA & QLD metro and most regional areas*

3-10 business days WA, NT, Tasmania*

 

*Outer-regional areas may experience slightly longer shipping times

 

 

RETURNS AND REFUND POLICY

Clarks Online is confident that you will be happy with your purchase. If for any reason this is not the case, we 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. We 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.

 

HOW CAN I REQUEST A RETURN OR REFUND?

Please contact our online customer support team onlinesupport@brandcollective.com.au and we will be more than happy to initiate a return for you, just include the following details:

 

Order #

Details of the item you wish to return

Our customer support team will get back to you with your return parcel details & return authorisation slip. The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid. Shoes cannot be returned for change of mind with scratched or dirty soles. We suggest you 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.

 

EXCHANGE

Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You are however able to exchange or return a product in any of our Clarks Clarks retail stores. If you are unable to access one of our stores located in New South Wales (Paramatta or Warringah Mall) or Victoria (South Wharf) within 28 days since your order date. If you are unable to access one of our stores you will need to contact us at onlinesupport@brandcollective.com.au so we can assist you in organising a return and refund.

We recommend you call ahead to avoid disappointment, please use the Store Locator to contact your preferred Clarks 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.

 

Please note you are unable to return (no refund or exchange) any items instore if you have purchased with Afterpay and will need to contact us at onlinesupport@brandcollective.com.au so we can assist you in organising a return and refund to our online returns centre.

 

If you are unable to access one of our stores, you will need to contact us at onlinesupport@brandcollective.com.au so we can assist you in organising a return and refund.

 

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 takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law: (1) exchange or refund of items for major failure or faults or (2) 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 us to take into account how much time has passed since you bought the product, 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 you believe you have received a faulty item or there has been an error with your shipping, please contact us at onlinesupport@brandcollective.com.au . Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.

 

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

Refunds will automatically be processed back onto the credit card or PayPal account used to make the original purchase once we have received your items. Please allow up to 5 working days for your refund to be processed. Please keep in mind your financial institute can take an extra few days to return the funds to your account.

 

CAN I RETURN MY PURCHASE IN A RETAIL STORE?

Yes, you are able to return any unworn items to our direct retail stores located in New South Wales (Paramatta and Warringah Mall) or Victoria (South Wharf) within 28 days since your order date. Please make sure the shoes are unworn and unused with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles. We recommend you call ahead to avoid disappointment, please use the Store Locator to contact your preferred Clarks retail store. Proof of Purchase will be required for all refunds & exchanges. If your item(s) were purchased with PayPal you will be required to show your PayPal proof of purchase. Please note you are unable to return any items instore if you have purchased with Afterpay and will need to contact us at onlinesupport@brandcollective.com.au so we can assist you in organising a return and refund.

 

WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?

If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be automatically credited to the original Gift Voucher.

 

WHO GETS REFUNDED IF I RETURN A GIFT?

The refund will be credited to the original card or account used to purchase the gift.

 

OUTSOLE GUARANTEE

The Clarks 6 month outsole guarantee will cover any manufacturing faults on the outsole of the shoes that arise during the first six calendar months from the date of purchase. General wear and tear will not be covered under the guarantee.

 

Returning shoes purchased from a Clarks retail store:

If you purchased your shoes from a Clarks store, please take your 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 you purchased your shoes from Clarks online, please contact our online customer support team onlinesupport@brandcollective.com.au and include the following details:

 

Order #

Details of the item you wish to have assessed with images best depicting the issue

Our customer support team will get back to you 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.