Refunds & Exchanges

Refunds & Exchanges

We hope you are happy with your order, but if you need to return it, we’re happy to help!

There’s no rush to return your order to us. You have 365 days from delivery, to return your order to us for a refund or an exchange. Please note that your footwear must be in its original condition, and within its original box. The packaging we send your parcel in is resealable – so please reuse this to return your order to us where possible.

We do not cover the cost of returns, but we have a handy returns portal you can use, to access a reduced-price, fully tracked Royal Mail return label.

If you’re returning an item from overseas, you’re welcome to choose whichever courier works best for you. We recommend using a tracked service for peace of mind, as returned items remain your responsibility until they reach us.

If you would prefer to return to a Charles Clinkard store, you can do so free of charge. Just take along your shoes and order number, and our team in store will be happy to help. Please kindly note that items purchased from our Concession stores can only be returned to their original store of purchase. Our Concessions are also unable to process returns for online purchases.

Once we have received your return please allow up to 72 hours for us to process it. We will let you know once we have processed your return and your refund has been issued.

Filling in your returns slip

You will receive a returns slip with your order, which you can fill in and include with your return.

Please tick whether you would like a refund or an exchange next to the product you are returning and will be happy to organise this once we have received you return.

If you have ticked exchange, please indicate in the box next to it the size or colour you require. If you would like an exchange to a different shoe entirely, let us know by writing the name of the shoe in one of the lines beneath.

Returns Portal
£3.75
You can purchase a reduced price Royal Mail returns label through our trusted returns partner ZigZag, by clicking the link below and following the instructions.



You will have two purchase options to choose from:

  • Paperless Returns (QR Code Return)
    You will receive an email with a barcode on if you choose this option. All you need to do then is pack your parcel up for posting, take it to your local Royal Mail post office, and let them scan your barcode. They will take care of the rest!
  • Returns Label
    If you have a printer at home, you can download and print a returns label. All you need to do then is simply affix it to the outside of your packaging and drop it off at your local Royal Mail post office.
Return to a Store
FREE
If you would prefer to return your shoes to a Charles Clinkard store, you can do so free of charge. Just take your shoes and the order number or receipt, and our team in store will be happy to help you. Your return will be processed and a refund issued to your original payment method.

FAQs

What should I do if my item is faulty?
If you’re unhappy with an item you have received from us, please get in touch with our friendly Customer Services team on 0345 241 7742 or help@clinkard.co.uk

Our team will let you know the best way to return it to us. Please note we cannot comment on a fault until we have received it back, but we will do everything we can to rectify any disappointment you may have.
How long does it take to process my return?
We aim to deal with all returns within 48 hours of receipt. Returns are often processed much quicker than that, but please allow 48 hours before getting in touch to query the status of a return.
When will I receive my refund?
PayPal and Amazon Pay refunds are usually received within 24 hours of our processing of your return.

Credit/debit card refunds vary depending on your banks handling time. The refund is issued immediately at our end, but please allow 3-5 days for your bank to process this refund back into your account.
What happens to my voucher if I return an item?
If you use a voucher on a purchase that you later choose to return, the voucher value will be refunded back to your online account. This voucher amount will then be deducted from a future online order you place. If you would like to use this voucher in store, please let us or the store know at the point of purchase, and we can organise this for you.
The returns portal is saying my order number is not recognised?
If your order is not recognised, a link to the LITE version of the returns portal will be displayed on the same page. Please click the link and enter your details to gain access to the portal. Please remember to include your returns slip alongside your return so we can process it promptly upon receipt.
I don't have an order number
To return an in-store purchase, please enter '12345' as your order number. If the portal doesn't recognise this number, you'll be prompted to enter the LITE version and will need to input your details to gain access. Please remember to include a note and proof of purchase with your return to ensure smooth processing upon receipt.