{"_meta":{"name":"Returns, Refunds & Exchanges","schema":"https://clarks.com/hierarchy/h-url-manager.json","hierarchy":{"parentId":"df2ca2bb-b19f-4e88-b4c1-9f4368ceea68","root":false},"deliveryId":"17a0a829-36bd-49bd-a61c-a18deda1cf91"},"urlSlug":"/returns-refunds-and-exchanges","breadcrumb":{"_meta":{"schema":"https://clarks.com/hierarchy/h-breadcrumb.json","name":"Customer Service","deliveryId":"28b895a6-7d75-4b43-87dd-1b61d6789b44","hierarchy":{"root":true}},"title":"Customer Service"},"content":[{"_meta":{"name":"Returns Policy | HLP","schema":"https://clarks.com/slot/s-hygiene-page-layout.json","deliveryId":"85fc6005-d2d4-4624-a16d-a1a7415653e2"},"seoMeta":{"robots":{"tag":"index, follow"},"pageTitle":"Returns and Refunds | Clarks","pageDescription":"In the unfortunate event that you need to return your order, find out everything you need to know about returns and refunds here."},"mainHeading":"Returns, Refunds & Exchanges","slotContent":{"LeftContent":{"_meta":{"schema":"https://clarks.com/content/c-icon-&-cta.json","name":"Icon & CTA | Returns, Refunds & Exchanges","deliveryId":"1cc8ca47-4d59-479f-b249-622a91c659fa"},"CTA":{"text":"Contact Us","link":{"internalLink":"contact-us","localizedInternalLink":"contact-us"}},"ctaTextSize":"Default","icon":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"633d387d-8cdc-416b-bacc-979fcddbc46c","name":"phone","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"assetType":"static","useOriginalSize":false},"ctaTextColor":"#000","iconCTABackgroundColor":"rgb(232, 242, 251)"},"RightContent":{"pageContent":[{"_meta":{"name":"Two Column Accordions | Returns, Refunds & Exchanges","schema":"https://clarks.com/content/c-two-column-accordions.json","deliveryId":"32765897-877c-4519-9723-1fa34075fc5c"},"accordionItems":[{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"ad3a589f-728c-4a55-bdff-c68a7534ce8a","name":"return_3","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"altText":"Returns","assetType":"static","useOriginalSize":false},"heading":"Returns Portal","lineText":[{"richText":"Free Return By Post"}],"bodyText":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nIf you need to return an order, please request a return within 30 days by following the simple steps below: \n\n

Request a Return via our Returns portal link:
You will be prompted to enter your order number (e.g. 612345678) and email address associated with your order (make sure there are no spaces or extra symbols in your details entered).
Select the item(s) that you would like to return & the returns reason.
Once confirmed you will receive a return number with links to your return label with our returns address that you will need to print off.
Send your items back to us via the returns label and carrier you selected. (Non-EU countries please include your packing slip in your return)
Contact the courier within 15 days after requesting the Return to book the package collection

\n\nOnce your return has arrived back at Clarks, we will issue your refund."}]},{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"633d387d-8cdc-416b-bacc-979fcddbc46c","name":"phone","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"altText":"Phone","assetType":"static","useOriginalSize":false},"heading":"Contact Us","lineText":[{}],"bodyText":[{"richText":"If you can’t process your return through the portal, please contact our Customer Service Team via the “Contact Us” link available below. Please remember to provide the number of the order you wish to return.\n"}],"ctaButton":{"text":"Contact Us","link":{"internalLink":"contact-us","localizedInternalLink":"contact-us"}}},{"image":{"image":{"_meta":{"schema":"http://bigcontent.io/cms/schema/v1/core#/definitions/image-link"},"id":"9fe7c8f8-b4b0-4cc3-a68f-acc693ebaed6","name":"policy_3","endpoint":"clarks","defaultHost":"cdn.media.amplience.net"},"altText":"Policy","assetType":"static","useOriginalSize":false},"heading":"Return Policy","lineText":[{}],"bodyText":[{"richText":"

Return Policy

\nOur Purpose Is To Guarantee Your Full Satisfaction. If, For Any Reason Whatsoever, You Are Not Satisfied With Your Order, You May Exercise Your Right To Return Purchased Products Within Fourteen (14) Working Days From The Date On Which You Received Them From Clarks.eu. Returned Items Must Be Shipped Back To The Vendor Within Fourteen (14) Working Days From The Date The Package Was Delivered To You. The Products May Be Returned By Dispatching The Package Through The Shipping Agent Indicated By The Vendor (Ups), Or Through Another Shipping Agent. We Also Invite You To Request A Return Via Our Returns Portal Link:, In Order For Us To Provide You With A Return Number With Links To Your Return Label With Our Returns Address That You Will Need To Print Off. It Is Not Possible To Return An Item In Exchange For Another.\n\n

Terms And Conditions Of Return

Refund Times And Procedures

\t"}]}]},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Spacing | Returns, Refunds & Exchanges","deliveryId":"1643f571-1646-480c-8ad6-c80a818c62ff"},"bottomSpacing":{"mobile":"L/40px","desktop":"XL/56px"},"bgColor":"#fff"},{"_meta":{"name":"Request a Return | SA","schema":"https://clarks.com/content/c-simple-accordions.json","deliveryId":"41b04e8f-eff2-40c4-b76f-628c57e10d34"},"heading":"Requesting a Return","accordions":[{"accordionHeading":"How can I make a return?","accordionBody":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nIf you need to return an order, please request a return within 30 days by following the simple steps below: \n\n

Request a Return via our Returns portal link:
You will be prompted to enter your order number (e.g. 612345678) and email address associated with your order (make sure there are no spaces or extra symbols in your details entered).
Select the item(s) that you would like to return & the returns reason.
Once confirmed you will receive a return number with links to your return label with our returns address that you will need to print off.
Send your items back to us via the returns label and carrier you selected. (Non-EU countries please include your packing slip in your return)
Contact the courier within 15 days after requesting the Return to book the package collection

\n\nOnce your return has arrived back at Clarks, we will issue your refund.\n\n\nYou can consult our Return Policy at any time by clicking here."}],"accordionAnchorId":"make-a-return"},{"accordionHeading":"I have lost the return label. How can I obtain another copy?","accordionBody":[{"richText":"If you can’t process your return through the portal, please contact our Customer Service Team via the “Contact Us” link available below. Please remember to provide the number of the order you wish to return."}],"accordionAnchorId":"returns-label"},{"accordionHeading":"I have lost the return proforma invoice. How can I obtain another copy?","accordionBody":[{"richText":"If you can’t process your return through the portal, please contact our Customer Service Team via the “Contact Us” link available below. Please remember to provide the number of the order you wish to return."}],"accordionAnchorId":"proforma-invoice"},{"accordionHeading":"I can’t process a return through the returns portal. How should I proceed?","accordionBody":[{"richText":"If you can’t process your return through the portal, please contact our Customer Service Team via the “Contact Us” link available below. Please remember to provide the number of the order you wish to return."}],"accordionAnchorId":"cant-process-a-refund"},{"accordionHeading":"Are returns free?","accordionBody":[{"richText":"Orders can be returned for free if you use the prepaid return label provided in your parcel.\n\nAlternatively, you are also free to choose another courier of your choice. However, in this case, the return shipping costs must be borne by you and these will not be reimbursed.\n\nPlease note that if a different courier is used, this may slow down the return process and the resulting refund."}],"accordionAnchorId":"free-returns"}]},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Spacing | Returns, Refunds & Exchanges","deliveryId":"1643f571-1646-480c-8ad6-c80a818c62ff"},"bottomSpacing":{"mobile":"L/40px","desktop":"XL/56px"},"bgColor":"#fff"},{"_meta":{"name":"Booking Collection & Tracking a Return | SA","schema":"https://clarks.com/content/c-simple-accordions.json","deliveryId":"6006df55-3632-4e99-889c-38b7307acb91"},"heading":"Booking the collection and tracking a return","accordions":[{"accordionHeading":"How do I find out which courier sent the package?","accordionBody":[{"richText":"You can find the courier’s name on the email confirmation you will receive once your return request has been logged."}],"accordionAnchorId":"which-courier"},{"accordionHeading":"How should the prepaid return label be read?","accordionBody":[{"richText":"Click here to download a copy of the return label and understand how its various parts should be read."}],"accordionAnchorId":"prepaid-return-label"},{"accordionHeading":"Where is my return?","accordionBody":[{"richText":"If you are concerned about the return delivery, please contact our Customer Service Team via the “Contact Us” link available below. Please remember to provide your order number"}],"accordionAnchorId":"where-is-my-return"}]},{"_meta":{"name":"COPY_Spacing | Returns, Refunds & Exchanges","schema":"https://clarks.com/content/c-bottom-spacing.json","deliveryId":"f609aa4c-fce3-465e-86e6-f6648ef46bd3"},"bottomSpacing":{"mobile":"L/40px","desktop":"XL/56px"},"bgColor":"#fff"},{"_meta":{"name":"Refund Times & Methods | SA","schema":"https://clarks.com/content/c-simple-accordions.json","deliveryId":"a3bcf7b0-bd89-43a2-9c6f-3ddd089b4398"},"heading":"Refund times and methods","accordions":[{"accordionHeading":"When will I receive my refund?","accordionBody":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nWe will refund you within 14 working days from when we receive your return at our warehouse and we will notify you by email. If orders are canceled before they are shipped, the refund will be processed within 3 working days of the cancellation request being received.\n\nIf your order has been shipped to a destination within the European Union, all taxes (VAT) will be refunded. Outside the European Union, customs duties and taxes are not refundable. In any case, you may be able to recover the costs by contacting your local customs office directly. As this may not be available in all countries, we recommend that you use a customs broker if you wish to have duties refunded on the returned goods.\n\nThe money will be credited via the same method used for payment:\n\n

Credit card payments
Paypal Payments
Payment On Delivery
RTBT, Yandex Money An Digital Wallets
Klarna*

\n\n* DE, FR, NL, BE, AT, DK, FI, CH, IT, ES\n"}],"accordionAnchorId":"recieve-my-refund"},{"accordionHeading":"How long will it take to get a refund if I paid for my order by credit card?","accordionBody":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nThe refund will be made to the same credit card that was used to make the purchase; the time required for the refund varies depending on your bank.\n\nHow will I get my refund if my credit card expired after purchase?"}],"accordionAnchorId":"how-long-will-my-refund-take-using-credit-card"},{"accordionHeading":"How will I get my refund if my credit card expired after purchase?","accordionBody":[{"richText":"We are only authorised to refund to the credit card used for the original payment.\n\nIf the credit card you used for payment has expired or has been blocked, yet you have a new card issued by the same bank, the refund will still arrive on the account of your new credit card, even though the number is different.\n\nIf, however, you no longer have an account with that bank, please contact the bank directly to check the details of the outstanding refund. Generally, the bank issues a physical cheque to reimburse you for the full amount. We recommend that you provide the bank with a valid postal address, if required."}],"accordionAnchorId":"credit-card-expired"},{"accordionHeading":"How soon will I receive a refund if I used Paypal to pay for my order?","accordionBody":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nThe refund will be visible in your PayPal account within 48 hours of receiving the refund confirmation email."}],"accordionAnchorId":"refund-with-paypal"},{"accordionHeading":"How soon will I receive a refund if I used RTBT, yandex money or digital wallets to pay for my order?","accordionBody":[{"richText":"The money will be credited to the same payment method within 5 days of receiving the refund confirmation email."}],"accordionAnchorId":"refund-RTBT-yandex-digital-walllets"},{"accordionHeading":"How soon will I receive a refund if I used amazon pay to pay for my order?","accordionBody":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nThe money will be refunded within 3-5 working days. For more information, please see the Amazon Pay refund policy, available here."}],"accordionAnchorId":"amazon-pay-refund"},{"accordionHeading":"How Soon Will I Receive A Refund If I Used Apple Pay To Pay For My Order?","accordionBody":[{"richText":"We are experiencing some challenges processing returns and as a result, our refund times have been impacted. We are working through these issues and expect a return to normal service in the shortest possible timeframe.\n\nThe money will be refunded within 5 working days. For more information, please see the Apple Pay refund policy, available here."}],"accordionAnchorId":"Apple-pay-refund"}]},{"_meta":{"name":"COPY_Spacing | Returns, Refunds & Exchanges","schema":"https://clarks.com/content/c-bottom-spacing.json","deliveryId":"f609aa4c-fce3-465e-86e6-f6648ef46bd3"},"bottomSpacing":{"mobile":"L/40px","desktop":"XL/56px"},"bgColor":"#fff"},{"_meta":{"name":"Exchanges & Faulty Items | SA","schema":"https://clarks.com/content/c-simple-accordions.json","deliveryId":"8909a873-7cab-4861-baf7-d19c51ab8944"},"heading":"Exchanges and faulty items","accordions":[{"accordionHeading":"Can I make an exchange?","accordionBody":[{"richText":"Products purchased from our online store cannot be exchanged. If you wish to exchange the purchased item, you can initiate a return and then proceed to place a new order."}],"accordionAnchorId":"make-an-exchange"},{"accordionHeading":"I received a faulty item. What should I do?","accordionBody":[{"richText":"Please contact our Customer Service Team by clicking on the “Contact Us” link provided below. Fill out the form’s fields and include photos of the product for a quicker appraisal."}],"accordionAnchorId":"faulty-item"}]},{"_meta":{"schema":"https://clarks.com/content/c-bottom-spacing.json","name":"Spacing | Returns, Refunds & Exchanges","deliveryId":"1643f571-1646-480c-8ad6-c80a818c62ff"},"bottomSpacing":{"mobile":"L/40px","desktop":"XL/56px"},"bgColor":"#fff"}]}}}]}