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Charles Clinkard

FAQ Section

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Customer Care

Q. What does ‘Hurry Low Stock!’ mean?

If an item says ‘Hurry Low Stock’, it means that we are in short supply of that style in the size and colour in question. This means that although you are welcome to place an order, we are unable to guarantee availability. In a minority of cases, we will contact you within 5 working days to let you know that unfortunately we cannot fulfil the order. If you have paid on your card, we only take payment on dispatch and therefore you will only be charged if the stock is definitely available and your order is ready to dispatch.


Q. Can I have an order delivered to store?

You certainly can! We offer a ‘Click and Collect’ service which is available when you check out. This means that you can have an order delivered to any Charles Clinkard branch. Please provide contact information, as the store will use this to contact you when the order is ready to collect. Please note that this service still takes the usual 2-5 working days for dispatch.


Q. What if I don’t want to place the order online?

We will be more than happy to help. You can place on order by calling our sales team on 0345 241 7742. Please quote the product barcode to help us find what you’re looking for.

I want to cancel/edit an order that has already been placed. What should I do?

Due to the volume of e-mails we sometimes receive, it is best if you call us on 0345 241 7742 if you have any urgent changes regarding an order. We can’t change the items on an order but we can cancel it and place a new order for you.


Q. What payment methods do you accept?

You can pay for an order using any Credit or Debit Card, although we don’t accept American Express. Alternatively, you can checkout using PayPal, Amazon Checkout or Google Checkout, which all appear as options when you view your basket.


Q. I’ve placed an order, why has the payment not left my account?

If you have paid on your card we only take payment upon dispatching an order. Other payment methods will be deducted automatically by the relevant third party. If you provide an e-mail address with your order, you will receive an e-mail upon dispatch, indicating when payment has been taken.


Q. How long does an order take to dispatch?

We quote 2-5 working days for an order to be dispatch. If you provide an e-mail address, we will let you know when the order is dispatched and if your order is dispatched with a courier, you will receive an email from the courier too!


Q. Do you offer a next day delivery service?

We do offer an express delivery service on select items. This costs £5.99 per item, and means that any order placed before 12 noon will be delivered the following working day. This service is only available on some items, and if it is available it will be offered when you check out. If you’re unsure about availability, contact us on 0345 241 7742.


Q. How much do you charge for delivery?

Delivery is free to all standard delivery orders in the UK.


Q. Which delivery companies do you use?

We currently dispatch using Interlink and Royal Mail. If you have a preference, or would like to add delivery instructions when placing an order, you can specify this by writing in the ‘Your Delivery Options’ box in your basket.


Q. Can I request delivery to an alternative address/person?

As part of our terms and conditions, and for the security of our customers, we can only dispatch a first-time order to the billing address or a registered place of work. For delivery to a workplace, we require the name of the business and a landline telephone number for reception (not a direct line). Once you have had a successful order, any future orders can be dispatched to an alternative address.


Q. Do you ship overseas?

We do ship internationally, however we do charge postage. The postage cost depends on the country of delivery and the weight of the item(s). The postage costs are available to view once you place the items in your basket.

We also have a list of postage costs and this can found in our delivery and returns section

*please note that due to our contract with the manufacturers and restrictions on airmail, we cannot dispatch Fitflop and Hunter products outside of the EU and we cannot dispatch aerosols internationally.


Q. Will I be charged VAT for an overseas order?

All orders for delivery outside of the EU will automatically have VAT deducted. Please note that this does not include children’s shoes, as they are already VAT-free.


Q. What should I do if I would like to return an item for a refund?

If you are not completely satisfied with your purchase, you can return it within 35 days of purchase in its original unworn condition and we will refund the product price. This refund will not include what you paid to return them to us. Unfortunately we do not refund return postage.

The address is as follows:

Charles Clinkard

Eveline House

Preston Farm Business Park


TS18 3TA

You can use the invoice that was enclosed within your order to return the item. It is perforated, to allow you to keep part of it for your records. If you do not have the invoice, please ensure your name and address, and order number if available, are clearly visible within the return.


Q. What if I would like an exchange instead of a refund?

If you require an exchange please give us full details of your requirements. This can be a different size of the same product, or a different product altogether. Our returns team will do our best to find what you want, but if they are unavailable we will refund you and let you know.

Unfortunately at the moment we are unable to offer exchanges on international orders. If you would like something different, please return your item for a refund and place a new order online.


Q. What should I do if I encounter a fault with my purchase?

If you do have a problem with an item you have purchased, you can return them to us via the procedure detailed above. We can’t comment on a fault with a shoe until our returns department have inspected them, but upon receipt of the return, if we agree that there is a fault, we will refund your cost to return them to us. We can also attempt to find an exchange pair, or offer a refund, so please detail what you would like within the return.


Q. How should I send a return?

You can send the items back via the post, or through Collect+. Details for the Collect+ service can be found here. We recommend that you obtain proof of delivery for your return as we are not liable for goods lost in transit.


Q. Can I return an unwanted item to a store?

You can return unwanted items to any of our retail stores for a full refund within 35 days. You must take proof of purchase with you, and all refunds are at the store manager’s discretion.


Q. Where’s my nearest store?

There are over 30 Charles Clinkard branches throughout the UK. You can find your nearest branch using our Store Locator.


Q. I would like to have my children’s shoes fitted. Can the branches do this?

You can book a children’s shoe fitting appointment at any branch by telephone. A list of the branches and telephone numbers can be found at our Store Locator. The following branches that do not offer fitting appointments: Cheltenham, Guildford, Ilkley and York. This is because these branches do not have a Children’s department.


Q. I’m searching for something, how can I do this on the website?

If you have a particular product you are looking for, or a type of shoe, you can search for this using the search bar at the top of the website. (For example, ‘Gabor Lanzarote’ or ‘Black Leather Mules’) If you are trying to search for a more general category, you can use the tick boxes along the left hand side of the page to narrow down your selection. You can use fields such as heel height, width fitting, or colour.


Q. The same product is available at different prices on the website. What does this mean?

With some products, different colours can be priced differently. Once you select the colour and size that you are interested in, it will display the price that any particular product is available for.


Q. Do you have a catalogue?

No, we do not currently have a catalogue. As our stock changes so regularly, the best way of seeing what we have available is to browse our website.


Q. I’m interested in an item, but it is out of stock on your website. What can I do?

When an item is out of stock, where it would usually have the option to ‘Add to Bag’, it will instead read ‘E-mail me when back in stock.’ If you follow this link, we will keep your e-mail address on record and inform you as soon as this particular product becomes available for purchase.


Q. What is a standard/wide fit?

The information below provides only an indication of fit, as many factors influence the fitting of shoes. It is for this reason we provide a 35 day returns period. You can never be sure with shoes until you try them on.

If a product does not specify a width within the ‘Overview’, you can assume it is a standard fit. Please see our Terms/conditions for further details.















Q. What is a welted sole?

The main feature is an insole with an upstanding rib positioned 5mm from the edge of the insole. The upper and lining are secured to the rib. A strip of leather known as the welt is then sewn in to combine the welt, upper and lining to the wall of the insole.