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Delivery & Returns

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. This returns and refund policy is in addition to, and not instead of, your rights under the Australian Consumer Law. See *“Australian Consumer Law” section below.

OUTLET ITEMS

OUTLET items are FINAL SALE. Unfortunately we do not offer refunds or exchanges on these items for change of mind. However, if your item fails to comply with any guarantees under the Australian Consumer Law, please contact our Returns Department to arrange an exchange or refund.

HOW CAN I REQUEST A RETURN OR REFUND?

We provide an easy to use returns system for you to request your return! You only require two pieces of information to request your return:

  • Order ID # (can be found in your confirmation email)
  • Email address used to place the original order

Click the button below to request your return

REQUEST 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.

AFTERPAY RETURNS

You are more than welcome to return your Afterpay order online or in store for a refund provided it meets with our Returns Conditions above. Your 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. We are unable to exchange any Afterpay orders online or in store.

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 retail stores. If you are unable to access one of our stores you will need to contact us here 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 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 exchange any items instore if you have purchased with Afterpay and will need to either return for a refund instore or contact us here 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, other than where the goods fail to comply with the guarantees under the Australian Consumer Law. If your item(s) were purchased with PayPal, you will be required to show your PayPal proof of purchase. See *“Australian Consumer Law” section below.

FAULTY AND DEFECTIVE ITEMS – YOUR RIGHTS UNDER THE * AUSTRALIAN CONSUMER LAW

Clarks takes extreme care in ensuring our goods are of the highest quality.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Information about the Australian Consumer Law is available here.

If you believe you have received an item that fails to meet a consumer guarantee under the Australian Consumer Law or there has been an error with your shipping, please contact us here. Naturally, in such circumstances, 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, for a change of mind you are able to return any unworn items to our Clarks retail stores within 28 days of 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 for a change of mind. 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 other than where the goods fail to comply with the guarantees under the Australian Consumer Law. This can be in the form of a confirmation email or bank statement. Items purchased online at www.clarks.com.au can only be returned at a Clarks branded retail store and cannot be returned to an independent stockist.

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 here so we can assist you in organising a return and refund.

These rights are in addition to, and not instead of, your rights under the Australian Consumer Law. See *“Australian Consumer Law” section above.

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

The Clarks 12 month outsole guarantee is in addition to, and not instead of, your rights under the Australian Consumer Law. See *“Australian Consumer Law” section above.

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 here 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.