At CLARKE MODE, we want you to feel confident when shopping with us. If you need to return an item or would like to request an exchange, this page explains the general process.
Our Returns & Exchanges process applies to eligible purchases made through clarkemode.net and should be read together with our Returns & Refunds Policy and Terms of Service.
Nothing on this page affects any statutory consumer rights that cannot lawfully be excluded or restricted.
1. Can I Return My Order?
For eligible online purchases, customers may have statutory cancellation rights under applicable UK consumer law.
In many cases, consumers have 14 days from receiving the goods to notify us that they wish to cancel an eligible purchase.
After notifying us of the cancellation, the goods should generally be returned within the applicable period required by law.
Certain legal exceptions may apply to specific products or circumstances.
2. How to Start a Return
Before sending an item back, please contact our customer service team.
Step 1 — Contact Us
Email us at:
payment@clarkemode.net
Please include:
Your full name
Order number
Product name
Reason for your return, where applicable
Any relevant photographs if the product is damaged, faulty or incorrect
Step 2 — Receive Return Instructions
Our customer service team will review your request and provide the appropriate return instructions where required.
Please use the return instructions provided for your specific order.
Do not send products to an address obtained from an unrelated website or third-party source.
Step 3 — Prepare the Item
Please package the item securely so that it is protected during transportation.
For change-of-mind returns, items should generally be:
Unworn
Unused
In a resalable condition
With original tags or labels where reasonably possible
With original packaging where reasonably possible
Customers should only handle products to the extent reasonably necessary to establish their nature, characteristics and functionality.
Where permitted by applicable law, we may take account of any diminished value resulting from unnecessary handling or use.
Step 4 — Send the Return
Send the package using the return method and address provided by our customer service team.
Please keep your proof of postage or tracking information until your return has been processed.
3. Return Shipping Costs
For a change-of-mind return, the customer may be responsible for the direct cost of returning the goods where permitted by applicable law.
If the item is faulty, damaged, incorrectly supplied or does not conform to the applicable contract requirements, return arrangements and costs will be handled in accordance with applicable law and the circumstances of the case.
If you are unsure whether your return qualifies, please contact us before sending the item.
4. Exchanges
We understand that sometimes you may need a different size, colour or style.
If you would like to request an exchange, please contact us at:
payment@clarkemode.net
Exchange requests are subject to product availability and the applicable return procedure.
If the requested replacement item is unavailable, we may instead arrange or recommend a refund for the eligible returned item, subject to applicable law.
5. Size Exchanges
If you ordered the wrong size and would prefer another available size, contact us as soon as possible.
Please provide:
Order number
Current size
Requested replacement size
Product name
We will check availability and advise you of the available options.
6. Colour or Style Exchanges
If you would like to exchange an item for another available colour or style, please contact our customer service team.
An exchange may only be possible where the requested replacement item is currently available.
If the requested product is unavailable, a return and refund may be the appropriate option, subject to applicable law.
7. Faulty Items
If you believe that an item is faulty, please contact us promptly.
Please provide:
Order number
Product name
Description of the fault
Photographs showing the issue where possible
Please do not dispose of or alter the product before contacting us if the issue can reasonably be preserved for assessment.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include repair, replacement, price reduction or refund.
8. Incorrect Items
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
Please provide:
Order number
Product ordered
Product received
Photographs where useful
We will review the order and provide appropriate instructions for returning the incorrect item and resolving the issue.
9. Damaged Items
If your order arrives damaged, please contact us promptly.
Where possible, provide photographs of:
The damaged product
The external packaging
The shipping label
Any visible damage to the parcel
This information may help us investigate the issue with the relevant delivery service.
10. Return Conditions
For voluntary change-of-mind returns, we generally ask that products are returned in a condition suitable for resale.
This normally means:
Items have not been unnecessarily worn or used
Items are free from stains, excessive marks or strong odours
Tags and labels remain attached where reasonably possible
Original packaging is retained where reasonably possible
Items are securely packaged for return
These conditions do not override statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
11. Items That May Be Excluded
Certain products may be subject to legal exceptions to cancellation rights.
For example, applicable law may exclude certain goods made to a customer’s specifications or clearly personalised goods.
Where a product is subject to a specific legal exception, relevant information will be provided where appropriate.
12. Refunds After a Return
Once an eligible return has been received and processed, any refund due will normally be issued using the original payment method.
The timing of the refund appearing in your account may depend on your bank, card issuer or payment service provider.
For eligible statutory cancellations, refunds will be handled within the timeframe required by applicable law.
13. Original Delivery Charges
Where applicable UK consumer cancellation rights are exercised, the standard delivery charge may be refundable in accordance with applicable law.
If you selected a more expensive delivery option than the least expensive standard delivery method offered, any additional upgrade cost may not be refundable where permitted by law.
14. Partial Returns
You may be able to return individual items from a larger order where the relevant items are eligible for return.
The refund will normally relate to the eligible items successfully returned.
Any applicable delivery refund will be handled in accordance with the circumstances of the order and applicable law.
15. Return Processing
After your returned item reaches us, it may be inspected to confirm the condition of the product and the details of the return.
Processing time may vary depending on the volume of returns and the circumstances of the individual case.
Once the return has been approved, any applicable refund will be initiated through the relevant payment method.
16. Proof of Return
We recommend using a delivery service that provides proof of postage or tracking when returning an item.
Please keep your receipt and tracking information until your return has been completed and any applicable refund has been received.
17. Contact Us Before Returning an Item
If you are unsure whether your item qualifies for a return or exchange, please contact us before sending it back.
Email: payment@clarkemode.net
Telephone: +44 7477476526
When contacting us, please include your order number whenever possible.
18. Important Payment Security Notice
For your protection, never send your full payment card number, card security code, password or other sensitive payment credentials by email.
We will not require your complete card details in order to process a legitimate return or refund.
Refunds will normally be made to the original payment method used for the purchase.
19. Statutory Consumer Rights
Nothing in this Returns & Exchanges page is intended to exclude or restrict any statutory consumer rights.
If a product is faulty, not as described, incorrectly supplied or otherwise fails to meet applicable legal requirements, you may have rights in addition to our voluntary returns or exchange arrangements.
Where statutory rights apply, they take precedence over any inconsistent voluntary policy.
20. Questions About Returns or Exchanges?
Our customer service team is available to help with questions about returns, exchanges and refunds.
