DELIVERY AND RETURNS POLICY
Getting your goods to you swiftly and safely is of utmost importance to us. That's why we entrust our deliveries to carefully selected couriers. It’s also why we may need to confirm your details with your card issuer when you pay with a credit/debit card, and we can only despatch your first order to the cardholder’s address or place of work. We will do our best to keep delays to a minimum but reserve the right to cancel an order if a different address is provided. We do this to protect our customers from potential fraud and it may be necessary for us to contact you to request an amendment to the original order details. After your first successful order with us, we will be happy to ship your order to your address of choice
If you use Amazon Checkout or PayPal to pay for your products, these payment services conduct their own fraud checks, and so you may be able to use an alternative address, however this is not guaranteed.
WHEN AM I CHARGED FOR MY ORDER?
If you choose to pay for your order with a credit or debit card, the payment for your order will not be taken until it has left our warehouse and is on its way to you. If you have opted to checkout with PayPal, payment will be taken at the point of placing your order, for reasons out of our control.
WHAT IF I'M NOT IN WHEN YOU MAKE A DELIVERY?
Don’t worry. If you miss a delivery, a card will be left letting you know how to arrange another delivery or pick up your order in person. If any items are returned to us by Royal Mail or Interlink as uncollected from the sorting office but you would still like your order, we will contact you to pay a delivery charge before we despatch it a second time. If we are unable to contact you, we’ll assume you no longer require your order and it will be cancelled.
CAN I TRACK MY ORDER?
If you provide us with a mobile number and email address when placing your order, we can pass your details on to the delivery company, so that they can notify you about your delivery.
CAN I HAVE FREE POSTAGE ON MY ORDER?
Yes! Postage & packaging costs for standard deliveries within the U.K. are free of charge for all orders.
Below are listed all of the delivery options we offer.
STANDARD UK DELIVERY
No promotional code, no minimum spend, just free UK delivery on all orders – even during the sales!
We aim to despatch all orders within 2-5 working days* for standard orders, although most of our orders are despatched a lot sooner.
We send products out by Interlink courier or Royal Mail and delivery of your parcel should be attempted within 2 working days of despatch.
* ‘Working day’ means Monday-Friday, and as such we do not dispatch on weekends or Bank Holidays.
When you buy something online, you want to get it as soon as possible. With express delivery we can guarantee a dispatch window of 2-3 working days*.
If you provide email address and mobile number when placing your order, we will even notify you of your one hour delivery slot when your order is despatched!
Express delivery is charged at £2.99 and is available on all products; simply select the option at Checkout.
* Please note that because our couriers do not operate on weekends and Bank Holidays, we do not include them as working days for the purposes of our above dispatch promise. If you order on a weekend, we will class the Monday as the first working day.
Next day delivery is a guaranteed next working day service for orders placed before 4pm.
Orders placed after 4pm will be processed as soon as possible, but may be dispatched the next working day.
Any orders placed at the weekend will not be dispatched until the Monday for Tuesday delivery.
Our next day delivery service is only available on items that we have in our central warehouse. This is because some items have to be sourced from our stores and will take a little longer to process. If next day delivery is available, you will be able to select the service at the checkout.
Next day delivery is charged at £5.99 per item and you will need to individually select each item you would like to send on this service at the checkout. If you do not select all items for next day delivery, the remaining products will be processed as express deliveries.
COLLECT IN STORE
You can choose to have your order delivered to your local Charles Clinkard store free of charge – this is called ‘Click and Collect’. You can see an outline of the process on our Click and Collect page.
· If you select ‘Click and Collect’, the products will be despatched within 2-5 working days. This is the same as a standard delivery order.
· Please note that when ‘Click and Collect’ is available for a store, this does not mean it is available in store currently. Click and Collect is the option to have your order delivered to store, within the above delivery window.
· You will be contacted by the store as soon as the order is ready to pick up.
· For reasons beyond our control, Click & Collect is not available when paying by Amazon Checkout.
You can now choose to have your order delivered to one of over 5,500 locations available via CollectPlus, free of charge.
· The delivery time for CollectPlus stores is 2-6 working days and you will be kept informed throughout the delivery process, and notified when your order is available to collect.
· All products on our website are available for the CollectPlus service.
· Once your product(s) have been added to your basket, simply choose the CollectPlus option from the Shipping Method box and follow the on screen instructions to locate your local CollectPlus location.
· For reasons beyond our control, CollectPlus is not available when paying by Amazon Checkout.
For full instructions on how to use CollectPlus click here.
We do deliver overseas and the postage we charge can be found here.
We offer delivery to a large list of countries, but unfortunately if your country is not listed then we do not currently dispatch there. If you would like more information about why your country does not appear on our list, please email us at email@example.com.
Please note that at the moment we are unable to deliver to Russia.
Orders placed outside of the EU will have any VAT removed at the point of checkout. Purchases for children’s shoes in the UK are not subject to VAT.
The last date to place an order to have it delivered in time for Christmas is the 18th December. Any orders placed after this date may not be delivered until after Christmas day.
LOST ROYAL MAIL PARCEL?
It is very rare for parcels to go missing, but please take note of the following terms:
We will not be able to enter a claim for lost products with Royal Mail until:
1. 15 working days have passed (for UK orders)
2. 20 working days have passed (for EU orders, excluding UK)
3. 25 working days have passed (for orders outside the EU)
LOST INTERLINK PARCEL?
If you have not received a parcel dispatched with Interlink, please let us know as soon as possible, and no later than 10 days from the day we sent you your dispatch email. The quicker we can speak to Interlink about a parcel that hasn’t been received, the more likely it is we can resolve the problem.
After 10 days, we are unable to enter any claim for a missing item with Interlink. If this time period has elapsed and we haven’t been made aware of an item that hasn’t been received, we will deem the parcel successfully delivered and will not be able to enter a claim.
In order to offer the greatest selection of products, we sometimes source items from our stores. For this reason we cannot guarantee that our items have not been tried on in store at some point. Sale items may have been displayed on racks in our stores also.
We adopt a rigorous quality checking procedure which aims to ensure that the products we dispatch meet the high standards that our customers expect. If you are not happy with the product you have received, please contact us on 0345 241 7742 to discuss.
We hope you love your new Charles Clinkard purchase.
However, if you’re unhappy for any reason, here’s what to do.
Changed your mind?
If your new shoes are not a suitable fit, or you’ve simply changed your mind, you have up to 35 days to return them to us.
Please return your item to us, with proof of purchase, and we’ll be happy to offer a full refund or exchange.
All we ask is that you send them back in unused condition. Returned products must be undamaged and intact - including any labels and protective materials - and be accompanied with all original packaging.
There are 3 ways for you to return your shoes to us:
Pack up the shoes carefully in their original box and a secure outer wrapper where possible.
Please send them back clearly addressed to:
Preston Farm Business Park
We strongly recommend using a tracked service to return items to us if you are in the U.K. If the products are being returned from outside of the U.K. we suggest a courier service such as FedEx.
We ask that our customers cover the cost of returning any unwanted products to us.
Please ensure that your name and address are clearly visible on the return so that we know who has returned the items and please specify whether you require a refund or an exchange.
Returns via CollectPlus
Simply click here to find your nearest CollectPlus drop off location and also to purchase and print off your returns label online.
Please be aware that we do not cover the cost of returning items to Charles Clinkard.
If you have any queries regarding something returned via CollectPlus, contact them directly on 01923 601616.
Please note CollectPlus and Charles Clinkard cannot take responsibility for something improperly packaged that gets lost or damaged in transit, so please take care when choosing how to send your item.
Return to store
Call in to your nearest Charles Clinkard store with your items and proof of purchase.
Please note our concessions store in Boundary Mills, Colne is unable to accept returns.
Sometimes even Santa gets things a little bit wrong – that’s why we’ve extended our returns policy for Christmas gifts.
If your order is a Christmas gift purchased in the weeks leading up to Christmas, you have until 2 weeks after Christmas to return it to us for a full refund. If we receive your order after this date (and if you're outside of the standard 35 days for returns) we will only be able to issue a credit note or exchange.
Please note that all other elements of our returns policy, set out above, apply to the return of Christmas gifts.
If you need more information, or have any queries or comments, please don’t hesitate to contact us.
We reserve the right to refuse you a refund/exchange if you do not fully comply with the requirements in this returns policy.
You are responsible for the cost of returning all products to us and the products remain your responsibility (and for the avoidance of doubt, risk shall not pass in the products) until they are signed for as being received by us.
International customers should also note that they are responsible for all charges, levies, taxes and import/export duties in connection with the return of the product(s) and that duties and sales tax are not refunded for shipments outside of the E.U. We recommend that you obtain proof of delivery for your return.
Where multiple products have been purchased as part of an offer (for example, 3 for the price of 2) all products within that offer will need to be returned to us.
Any products that have been returned to us but are received outside of the 35 day time limit stipulated above will be processed at our absolute and sole discretion and therefore we would suggest contacting us prior to returning products in these circumstances.
We will not accept the return of the following products which are excluded from this returns policy:
· shoe care products;
· products that, for reasons of hygiene, we are unable to accept the return of (which shall be determined in our absolute and sole discretion);
· products that have been worn or damaged; or
· products that are made to your specification/order, personalised, a special commission and/or altered in any way.
If you have requested a refund, it will be applied to the original card used to place your order and will be processed as soon as possible.
If you require an exchange please give us full details of the product(s) which you would like in exchange for those which you are returning. Please include the product name, size, colour and barcode (if possible).
If you believe your purchased item is faulty, please contact us on 0345 241 7742 before returning your order to us.
Please note, this returns policy does not affect your statutory rights or any other rights contained in our terms and conditions of supply.