Clarks Customer Care: A Practical, Expert Guide

Official Contact Channels and When to Use Each

Clarks operates customer care regionally. For the UK and EU, start at clarks.co.uk/customer-services; for the United States, use clarksusa.com and follow the Customer Service links in the footer. These portals provide the current options for live chat, contact forms, and self-service (order tracking, returns initiation, size and fit guides). Since service hours can change seasonally, always check the posted hours on those pages before calling or opening chat.

In-store issues are usually resolved fastest at the store where you purchased. Use the UK store locator at clarks.co.uk/store-locator and the US locator at clarksusa.com/store-locator to find phone numbers and opening times. For social media, the brand accounts @clarksshoes (UK) and @clarksusa (US) can help with simple queries, but for anything that involves personal data or order changes, you’ll be redirected to the secure help pages.

• UK help hub: https://www.clarks.co.uk/customer-services
• US help hub: https://www.clarksusa.com/ (see “Customer Service” in the footer)
• Store locator (UK): https://www.clarks.co.uk/store-locator
• Store locator (US): https://www.clarksusa.com/store-locator
• Clarks UK on X/Instagram: @clarksshoes; Clarks US: @clarksusa

What to Prepare Before You Contact Clarks

Having the right information ready can cut your resolution time dramatically. Prepare your order number (from your confirmation email or account history), the email address and full name used at checkout, and the delivery postcode/ZIP. If your query involves a specific product, note the style code (Clarks product codes often start with “261…” and appear on the shoebox label or inside the shoe on the size label) and the size/width you ordered.

For delivery or quality concerns, clear photos help. Take close-ups of any fault, the outsole, the insole, and the product/size label. For delivery issues, photograph the packaging and shipping label. Note the date/time of delivery attempts and the tracking number from the carrier. If your issue is technical (e.g., checkout errors), record your device, browser version, and any on-screen error message.

• Order number, name, email, and delivery postcode/ZIP
• Style code (e.g., “261xxxxxx”), size/width, color, purchase channel (online/in-store)
• Photos: fault close-ups, full pair, packaging, labels; carrier tracking ID
• Receipt or bank statement reference, last 4 digits of the payment card (for verification)
• For in-store purchases: store location, date/time, and till receipt number

Orders, Delivery, and Tracking: Practical Timeframes

After an online purchase, you should receive an order confirmation within minutes. Dispatch emails typically arrive once your parcel leaves the warehouse and include a tracking link. If you didn’t receive confirmation within an hour, check your spam folder and your bank for an authorization. If neither appears, log in to your account to verify order status before contacting support.

Delivery timeframes vary by region and service level. Standard services commonly take a few business days, and premium/express options—where available—are faster but cost more. Public holidays and peak periods (November–December) can add a day or two. If tracking hasn’t updated for 48 hours on a business day, contact the carrier first with the tracking ID; if they cannot locate the parcel, escalate to Clarks customer care with your order number and a brief timeline.

Returns, Exchanges, and Refunds—What You Can Expect

For online purchases delivered to the UK, you have a 14-day right to cancel under the Consumer Contracts Regulations 2013, starting the day after delivery, regardless of the retailer’s own returns window. Many footwear retailers—including Clarks—commonly offer around 28 days for returns on unworn items in resalable condition with original packaging, but always check your specific order confirmation and the returns policy page on your regional site for the exact window and method.

Refunds are generally processed once the return is received and checked at the warehouse. UK retailers are legally obliged to refund within 14 days of receiving the returned goods (or proof of posting), though your bank may take an extra 3–5 working days to show the funds. Exchanges depend on stock availability; when exchanges aren’t offered by mail in your region, the usual path is a return for refund and placing a new order for the replacement size. In-store purchases are typically returnable to the same country’s stores; bring the receipt and the payment card used.

Faulty Items and Your Consumer Rights (UK and US)

In the UK, the Consumer Rights Act 2015 gives you a short-term right to reject faulty goods within 30 days of delivery for a full refund. For the first 6 months, if a fault emerges, the law presumes it was present at delivery unless the retailer proves otherwise, and you’re entitled to a repair or replacement; if these are impossible or fail, you can seek a refund. Beyond 6 months, your rights continue for up to 6 years in England/Wales (5 in Scotland), but you may need to show the fault was inherent.

In the US, protections vary by state. Most retailers address manufacturing defects case-by-case. Contact Clarks with photos, your order/store receipt, and a clear description of the fault and wear timeline. If you purchased via a third party (e.g., a department store or marketplace), you must claim through that seller under their policy. For safety-related defects, keep the product and packaging intact and report immediately to both the seller and, when appropriate, the manufacturer.

Escalation Paths if Things Go Wrong

Start by summarizing the issue in writing (dates, order number, what you want: refund, replacement, repair) and ask for a response deadline (e.g., 5 working days). If needed, request escalation to a supervisor. Keep a log of contacts and save all emails, screenshots, and courier correspondence—this documentation is vital if you must escalate externally.

In the UK, if you can’t resolve an issue, contact the Citizens Advice Consumer Service on 0808 223 1133 for guidance; they can refer matters to Trading Standards when appropriate. For payments, consider your card protections: chargeback rules generally allow up to 120 days from when you became aware of a problem, and Section 75 of the Consumer Credit Act 1974 offers joint liability with the card issuer for purchases between £100 and £30,000. In the US, you can raise a dispute with your card issuer within their time limits and consider filing a complaint with your state consumer protection office or the BBB if needed.

In-Store Customer Care and Professional Fittings

Clarks is known for fittings—especially for children. Staff can measure foot length and width and advise on appropriate fits. Children’s widths commonly range from E (narrow) to H (extra wide), and getting the width right matters as much as length for comfort and durability. For adults, availability of widths varies by model and region; a fitting in-store is the most reliable way to confirm your size across different lasts.

To avoid wasted trips, call ahead or check the store’s stock online and consider reserving for Click & Collect where available. If you experience discomfort after a short period of wear, return promptly with the receipt; fit adjustments or alternative sizes are easier when the shoes show minimal wear. For care and longevity, ask staff about appropriate cleaning products (suede, leather, nubuck each need different routines) and rotate wear to extend outsole and insole life.

Company Details for Formal Correspondence

For formal letters (e.g., complaint escalation after standard channels), address correspondence to the UK registered office: C. & J. Clark International Ltd, 40 High Street, Street, Somerset, BA16 0EQ, United Kingdom. Note that this is not a customer-service processing center; using the online help hubs for day-to-day issues is faster. Include your order number, photos, and a concise timeline in your letter.

Clarks was founded in 1825 in Street, Somerset, and operates globally under the Clarks and Clarks Originals brands. For the most current customer care options, return policies, and service hours, always consult your regional site: clarks.co.uk for the UK and clarksusa.com for the United States. Policies can change—especially during peak seasons—so verify details on the official pages before sending returns or initiating disputes.