RETURNS & REFUNDS
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
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.
Refunds will automatically be processed back to the original method of payment 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.
Once a refund has been processed to your Afterpay/Zipay account, After Pay/Zip Pay 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 installments of your total order value, After Pay/Zip Pay will only refund 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.
Yes, for a change of mind you are able to return any unworn items to Clarks Parramatta retail store within 28 days of your order date. Please note that our Highpoint store closed on Feb 15th 2024.
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.
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.
If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be credited to your giftcard (or a new gift card will be issued). Please note Gift Vouchers are not redeemable for cash. At this time, gift vouchers can only be used at a branded store and not online or at an independent stockist.
The refund will be credited to the original card or account used to purchase the gift.
From time to time, there may be certain items which have been specifically excluded from the change of mind returns policy, such as ‘Final Sale’ items. The exclusion will be noted on the relevant product page on our website and /or at checkout.
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 our Clarks retail store in Parramatta. If you are unable to access this store, you will need to contact us here so we can assist you in organising a return and refund.
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 via a third party payment provider such as PayPal or Afterpay or with any BNPL method 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.
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.
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.
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.
Please note that all Clarks items purchased from a third party site, for example, Myer, will need to be returned via that site’s Returns Portal. These items cannot be returned to any of our stores or via our Returns Centre.