FAQs

Your Account

WHY DO I NEED TO CREATE AN ACCOUNT?

Benefits of creating an account are so that:

  1. You are able to view your order history including your order status, and you can re-print order documents.
  2. You can save your addresses for quicker and easier ordering next time.
  3. We have your details in case we need to contact you about your order.
I HAVE FORGOTTEN MY PASSWORD - HOW DO I LOG IN?

Visit the Log In page, click the 'Forgotten your password?' link, and put in your account email address in the box provided. Once you've pressed the 'Next' button, we'll send a new password to your email address. If you're still having problems, just give us a call.

HOW DO I CHANGE MY PERSONAL DETAILS?

To change any of your personal details – name, contact details, password – log in to your account via the Log In page and click on 'Change my details and password'. You can then make any changes you need to.

HOW DO I LEAVE A REVIEW?
  1. Find the product you've purchased and wish to rate, then scroll down the page to the 'Review this product' link.
  2. A form will pop-up where you can leave a review and give the product a star rating.
  3. Click submit
MY REVIEW HASN'T APPEARED ONLINE...WHY IS THIS?

We need to make sure that all reviews are appropriate before publishing them so there may be a short delay before it appears on site. If for whatever reason your review doesn't meet our guidelines, we'll let you know and give you an opportunity to edit and re-submit your review.

ORDERING & PAYMENT

HOW MANY ITEMS CAN I ORDER?

We do limit orders to a maximum of 8 items up to the value of $1000, although you will be limited to 2 items of the same style/color. A message on screen will advise you, when ordering, if you exceed the basket limit. If you have any problems when placing an order please contact our Consumer Services team.

WHAT PAYMENT METHODS CAN I USE?

We accept the following payment methods when they are registered to a Canadian billing address: PayPal, Visa, MasterCard, American Express, Discover (through Paypal).

CAN I USE A CARD THAT’S NOT REGISTERED CANADA?

No. Your credit card must have a Canadian billing and shipping address.

WHAT SHOULD I DO IF MY PAYMENT IS REFUSED WHEN PLACING AN ORDER?

If your credit or debit card has been refused, you can try resubmitting your order, or using a different card. For details on why your card was refused, please contact your card issuer.

WHAT ARE YOUR DELIVERY CHARGES?
  • Free Standard Shipping
CAN I HAVE MY SHOES DELIVERED TO A DIFFERENT ADDRESS TO MY BILLING ADDRESS?

Yes, our delivery options will allow you to have your order delivered to work, home, or anywhere else as long as it's an address within Canada or its territories. We currently can't deliver to the rest of the world. For international delivery and stockists, please visit clarks.com.

CAN I CHANGE OR MODIFY MY ORDER?

You can change your order any time before check-out, but once your order has been placed, it cannot be changed.

CAN I CANCEL MY ORDER?

Once an order has been placed, it cannot be cancelled.

DO YOU DELIVER TO APO/FPO ADDRESSES?

No. Unfortunately not at this time.

Delivery

CAN I TRACK MY ORDER?

Yes, you can track your order two ways:

  • Log into your account by clicking on the login page link at the very top of the page. In your account, click on My Orders to see all of your current and previous orders.
  • Visit the Order Lookup page and enter your order number and 5-digit shipping zip code.
WHAT IS YOUR RETURNS POLICY?

We want you to be delighted with your purchase but if you are not fully satisfied, simply return your unworn, original condition, resalable product within 60 days of purchase for a refund of your original purchase price. 

Follow our simple, FREE, online return process explained below and ship your unworn product back to us with your printed packing slip.

Refunds for products being returned, along with any applicable taxes, will be credited to your original method of payment.  No original shipping costs or tax on shipping costs will be refunded.

Your refund will be processed after we receive and inspect your unworn products at our fulfillment center.  Please allow up to two billing cycles for the credit to be applied to your original method of payment after your return has been processed.

If you’d like to exchange an unworn, original condition, resalable product, use our online return process and place a new order for the product you would like.  Please note that when returning a product and placing a new order, two separate transactions will post to your credit card – one for the new order and one for the refund of the original item(s) you are returning.  We do not refund original shipping charges.

Unfortunately, at this time, you cannot return or exchange your purchases from clarkscanada.com in Clarks stores in Canada.  In addition, purchases made in-store must be returned at a Clarks store location in Canada, in accordance with its return policy.

WILL I RECEIVE A NOTIFICATION WHEN YOU HAVE REFUNDED ME?

If you have ordered online, you will receive an email to let you know that we have received your return and a refund has been processed.

HOW LONG WILL IT TAKE FOR YOU TO REFUND ME?

Your refund will be processed after we receive and inspect your unworn products at our fulfillment center.  Please allow up to two billing cycles for the credit to be applied to your original method of payment after your return has been processed.

I BOUGHT A PAIR OF SHOES AT FULL PRICE, BUT THE DAY AFTER THEY WENT ON SALE – CAN I GET THE DIFFERENCE REFUNDED?

No. Once an item has been ordered online, the price is fixed. We do not offer price adjustments.

I HAVE A PROMOTIONAL/COUPON CODE, WHERE DO I ENTER IT?

To apply a coupon code/discount to your order, the code must be entered into the promo code field located underneath your order. This is a box on the final order review page before clicking the ‘Proceed to Payment’ button and will require the ‘Apply’ button to be clicked once entered.

MY PROMOTIONAL CODE HAS NOT WORKED ON MY ORDER; HOW DO I APPLY THIS?

Please check the terms and conditions of the promotion to make sure the items you are purchasing are eligible for the discount and that the discount code is still valid. Once an order has been placed, we are unable to add a promotional code to it. You can still return the order to any of our stores with the coupon and they will refund the difference for you.

THE ITEM I WANT IS OUT OF STOCK; IS THERE ANY WAY I CAN BE TOLD WHEN IT IS BACK IN STOCK?

Not yet, but very soon! Check back for updates!

Still need help?

Contact us by Mail

Clarks Canada

ATTN: Consumer Services

2881 Brighton Road,

Oakville, On L6H 6C9

Contact us by Phone

800-607-2100

Contact us by Email

Use our contact form