FAQ

Orders and Delivery

• How much does Shipping Cost?

  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 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 time

• Can I send an order to another address?

  Yes, you can send your order to another address other than your registered address, which is useful if you're sending gifts.

• Do you deliver to PO boxes and Parcel Lockers?

  Yes, we do deliver to PO Boxes and Parcel Locker with Australia Post. Please ensure to also enter the valid street address of the PO BOX or Parcel Locker at the checkout.

• Do you ship internationally?

  We currently offer shipping Australia-wide. We are unable to offer international shipping.

• Can I change or cancel my order after it has been placed?

  Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments. We apologise for any inconvenience this may cause. If you would like to request a return for your order, you can do so here.

• Can I update my delivery address after my order has been placed?

  Unfortunately, we are unable to make any changes to delivery addresses once the order has been placed. Once you receive your tracking information for your order, you can request a redirection to a new address with the Australia Post website.

• Can I leave special instructions for my online order?

  Unfortunately, we are unable to process any special delivery requests for online orders. Once you receive your tracking information, you will be able to specify any additional delivery instructions via the Australia Post website.

• I’m not sure if I’ve successfully completed my order?

  When you have successfully completed your order, you will receive a confirmation email within 15 - 30 minutes. If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first.

• How do I track my Online order?

  You will receive a shipping confirmation email to let you know you order is on its way to you! This will contain a click through link to your tracking details with Australia Post, as well as your tracking ID. Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post.

• I have not received my order tracking information, what should I do?

  You will receive an order tracking confirmation email once your parcel is on its way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidentally ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at onlinesupport@brandcollective.com.au for further assistance. If you have an online account with us, please log in and you can then access and view your order status under the "my account" section..

• What if I am not home when my online order arrives?

  If you are unable to sign for your parcel upon delivery, Australia Post will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel without your permission, they will deliver the parcel to the nearest Post Office and leave a collection card of attempted delivery. You will then need to visit the declared post shop to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.

• What will I need to do to collect my online order from an Australia Post Shop?

  If you are not home to sign for your parcel on delivery, Australia Post will re direct your parcel to the nearest Post Shop and leave a collection card. Please take the collection card and your ID with you to collect this parcel as soon as possible. If you require further confirmation of your parcels location, please check your tracking link located in your shipment confirmation email.

• My parcel has been declared Returned to Sender. How can I resolve this?

  If you notice that Australia Post have been unable to deliver your parcel as declared "return to sender" on your tracking information (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our online support team for a resolution process.

• Where can I purchase Clarks Shoes in store?

  You can find your nearest Clarks branded retail store or Stockist using our store locator

Payment

• What payment options do I have for my Online order?

  We accept payment via VISA, MasterCard, American Express, Pay Pal, Afterpay and Zip Pay

• How secure is my credit card and personal information?

  We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe at all times.

• Do prices include GST?

  Yes - all prices are displayed in Australian Dollars, including GST.

• The promotional code is not applying at checkout. What should I do?

  First, check you have entered the promotional code correctly. These are case sensitive and should not be followed by a space. Second, double check our terms and conditions to ensure the promotion is still active and applies to the products you are looking to purchase. If you are still having trouble - get in touch with our Customer service team here. In your message, make sure to include the promotion name and the product(s) you are interested in!

• I forgot to add a promo code to my order. Can it still be applied?

  Unfortunately, no. Promo codes can only be applied in the shopping cart screen at time of purchase.

• How do I use an Online Store Credit applied to my account?

  If you have been notified of an online store credit added to your account, to access your online store credit, please log in by using your e-mail address and password. Once you have added items to your cart, please check out, and your online credit will appear above your order total for you to add as payment (either partially or full amount).

• Can I purchase a Gift Card Online?

  Unfortunately, we do not have gift cards available to purchase online. You can however enter a separate delivery address to your billing address if you wished to send an order as a gift. We do not include a tax invoice in the parcel. In this case, please retain you order number and order confirmation email as your invoice receipt. Please note any purchase that is sent as a gift but is returned to us will refunded only to the original payment method.

• Can I use a Gift Card purchased at a Clarks Retail store online?

  No, gift cards purchased at a Clarks retail store can only be used in store

Returns

• What is the returns policy for my online order?

  Clarks is confident that you will be happy with your purchase. If for any reason this is not the case, we offer FREE RETURNS 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:

  1. Within 28 days of the order date
  2. Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
  3. Items must be returned in the original shoe box which must be in the original condition.
  4. Postage is non-refundable

  Clarks reserves the right to refuse the return if these conditions are not adhered to.You can find our full returns policy here!

• How do I return my Online order?

  You can request a return here. Enter your order number and email address, then click Create New Return and follow the instructions.

• How can I exchange my Online order?

  You can request a return here. We currently don't provide exchanges of styles/sizes, you can however submit a return and re-order a replacement product. You can request a return here.

• How long will it take for my refund to be processed?

  Once your goods have been received by our Clarks team, please allow up to 10 working days for your refund to be processed back to your original method of payment.

• How will my refund be processed if I paid with AfterPay or ZipPay?

  All refunds are processed back to your original method of payment. Once this occurs, AfterPay or ZipPay will then contact you to confirm the refund amount depending on the amount of payments you have made. For example, if you have only paid 2 instalments of your total order value, you will only be refunded the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date.

• Can I return my order to any store which stocks Clarks?

  Many retailers stock Clarks shoes, but purchases from clarks.com.au can only be returned to official Clarks branded retail stores. If you cannot access one of these stores, please use our Online Returns portal.

Product Information

• What are Clarks Shoes made from?

  Our product materials vary depending on the style. All of our products have a “Fabrication” section on the product page which lists all the materials used for that specific style.

• Where are Clarks Shoe made?

  Our shoes are produced in a variety of factories located all over the world. Each product will have the Country of Origin listed under the “Fabrication” section on the product page.

• How do I know what size to buy?

  We have multiple resources on our site for figuring out your size!

  For kids and school shoes we have a full guide guide available for how to measure the foot and determine a best fit: Measure & Fit For adults shoes, check out or size guide page for conversions size charts: Size Guides

• What size are my current Clarks Shoes?

  All of our shoes are made according to UK or EU sizing. This size will be listed on the inside of the shoe. All School Shoes will be in UK Sizing.

• I missed out on my size, when will it be back in stock?

  Many of our styles are seasonal and only available for a limited time! Others of our classic full priced favourites will be restocked as needed. All of our currently in stock sizes and styles are available for purchase through our website. The best way to keep up to date is to join as a VIP member with us to be notified when new styles are available.

• How do I look after my new shoes?

  Check out our handy shoe care guide for the most up to date information: Shoe Care Guide

• How should I store my shoes?

  Shoes are made to be worn! If you don’t need to wear them for an extended period of time, make sure the shoes are completely clean and dry before storing in a stable indoor environment. Make sure to take the shoes out and air them regularly.

• I have had an issue with my Clarks shoes. What should I do?

  Clarks takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products we would like to help you resolve the problem.

  If you have purchased your Clarks product from a Retailer, you need to return directly to Retailer from which you purchased your shoes from. If you have purchased online at clarks.com.au, please contact our customer service team here: Contact Us"

Account Details

• What are the benefits of creating an Online account?

  As a member, you will be able to:

  • Check out faster when making a purchase.
  • Check the status of your orders.
  • See any of your past orders.
  • Change your account details, including password.
  • Store any extra shipping addresses.

• How can I view my order History?

  If you have used an account to place your order, to view you order status and history you will need to log in and access the "My Account" tab. This will then allow you to view your order, order status and print a tax invoice.

• How can I unsubscribe from the Mailing list?

  To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo email/poster that is e-mailed to your account or update your mailing preferences under your "my account" options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance at onlinesupport@brandcollective.com.au

• Is my personal data safe if I create an account?

  Yes, your data is safe with Clarks as we are fully compliant with the Privacy Act in Australia. Your account and personal details, and any order details, are protected. To access your details on our website, you need to enter the correct password. Click here to view our full Privacy Policy.

Careers

• How can I work for Clarks?

  Thank you for your interest in Clarks. As a Brand Collective business, Clarks is always looking for qualified individuals. To find out more about career opportunities, please visit the Careers section of the Brand Collective website here where you will be able to view all Brand Collective job postings.

Help!

• I can’t find the answer to my question. How can I get in contact with your customer service team?

  You can contact us by sending an enquiry through our Contact Us page.Please ensure to include all relevant details including the below if applicable

  1. Order Number
  2. Your contact number and valid email address
  3. Reason for Enquiry - please provide as much detail as possible

  Our office hours are Monday - Friday, 8.30am to 5pm AEST (excluding Public Holidays). Kindly allow 2-3 Business days for an initial response.