COMMON CLARKS CUSTOMER QUESTIONS

MY ACCOUNT

How do I change my password?

You need to log into your account online using your existing password, click on the Personal Data section and you will be prompted to put your old and new password in. Click the confirm button when this is done.

Why doesn’t my order show in order history?

You need to be a registered Clarksstores.ae member to be able to view your order history. Maybe you checked out as a guest when you last ordered? If you always login to your online Clarksstores.ae account when placing an order, it will be saved in your order history.

How do I change my email address?

You need to be a registered on Clarksstores.ae to be able to edit your contact details. Please login to your account and change the email address in the Personal Details section.

I cannot track my order from my account.

Please make sure you use the same email address which was used while placing the order. Please ensure the order number is correct. Alternatively, you can track the order directly on the carrier’s website using the tracking number.

My password does not work.

Please keep in mind, that passwords are case sensitive. When you still have trouble logging in, we suggest you click the ‘Forgot Password’ button to get an automated password. You can change the password again in the Personal Details section of your account

I cannot log into my account to do my return.

Please check if you created a Clarksstores.ae Online account when ordering. Maybe you checked out as a guest? Please make sure you are using the correct login details. Please bear in mind, that passwords are case sensitive. Should you still struggle to do your return, please use the contact us form.

PRODUCT

Why can’t I see the item I want online?

Stock varies between stores, Catalog and online. What you see in store/Catalog may not be what you see online and vice versa. The item you are looking for might belong to an order line. Please contact us and we will try to find the item or an alternative for you.

Where can I get an older product from

Please contact us and we will try to locate the item for you. We might be able to suggest an alternative from the current range.

PLACING AN ORDER

I cannot log into my account to place an order.

Please make sure you created a Clarksstores.ae Online account. Accounts are only ever created if you choose to do so when placing the order. We do offer an option to checkout as a guest when an account is not being created. Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. If you have forgotten the password, you can click the ‘Forgot Password’ button and an automated password will be emailed to you.

PAYMENT & BILLING

Why has my payment been rejected?

We recommend you contact your bank to check why the payment has been rejected.

I have an error when paying – what should I do?

Please contact us to describe the error you are seeing. If possible, please send us a screenshot of the error message. This can be emailed to: clarks.support@jashanmalgroup.com

I typed in my payment details, clicked submit and did not get an order confirmation page – what shall I do

Please contact us to check the order status.

DELIVERY

Who will deliver my parcel?

Details of the courier & if in case the customer wants to see an ID, OCS uniformed courier will deliver the shipment.

When will my order be delivered?

UAE: Within 2 working days.

What happens if I am out when the carrier tries to deliver?

The shipment will be returned to OCS nearest facility, a call will be given again the next day for the delivery.

The tracking says that my parcel is returned to sender. What does this mean?

A courier service will return a parcel to us when they are unable to deliver or when you refuse the parcel. Please let us know if you would like us to redeliver the parcel to an alternative address or if you would like us to refund you the money.

What if I need to get in contact with the carrier?

You can contact the OCS office 04-6072400.

RETURN

You sent me the wrong product/colour – do I have to return it?

Please contact us and we will try to find the best solution for you.

Can I return my order to a Clarks store?

Yes, you can definitely return the order in any Clarks store across the UAE, by providing a copy of the transaction receipt & a valid UAE ID card. You will be able to either exchange it for a product of the same value, purchase a new product and pay the additional amount or you will receive a gift voucher to be used instore. Please follow the return instructions in our Return Policy.

How do I return my order?

Follow the instructions online and arrange collection or drop the parcel off at the nearest Clarks store. The instructions are also on the paperwork that arrived with the order.

How long do I have to return my order?

14 days from date of shipment.

WARRANTY

My Clarks product has broken, what shall I do?

Please contact us and let us know the details of the purchase, product & the damage (with pictures) via the contact us form.

REFUND

I have just returned my order – when will I be refunded

It will take around 3-5 working days for the parcel to arrive back to our warehouse and the return/refund will be done within 7-14 working days. Generally, it will take 2 - 3 weeks for the refund to appear in your bank account. Please contact us if you have further questions to your refund status.

CUSTOMER EXPERIENCE

I experienced unsatisfactory customer service in store.

We value all feedback. We would ask you to send us your feedback using the ‘Contact us’ section. Please describe your experience in store and let us know any relevant details like the location, the item you purchased and when you visited the store. We will ensure that this situation does not occur again.