Frequently Asked Questions

  • Do I need to create an online account to place my order?

    No need to make an online account! We've made it extra easy to place an order at Claires.com. Just set a password and you’re good to go!

  • Can I change my order?

    Unfortunately not. However, if you no longer want your order, you can return it to receive a refund. Click here to read our Returns Policy..

  • Will I get an order confirmation?

    Yes! Once you've placed an order, we'll send you a confirmation email with all your order details.

  • I haven't received an email confirmation for my order.

    Not to worry! These emails can sometimes send to your junk folder, so have a look there just in case. Make sure to add us to your safe senders list to prevent this from happening again. It’s also worth checking “Order History” in your account. If you still can’t find it, it’s possible that your order was unsuccessful and you’ll need to try again.

  • How do I make a complaint?

    We strive to make all our customers happy and we’re so sorry if you’re dissatisfied. If you need to make a complaint, please email us at help@Clairesonline.co.uk. We’ll do our best to help resolve any issues.

  • What happens if the product I ordered isn't in stock?

    Although our system is designed to show accurate stock levels and product availability, even computers make mistakes! Thankfully, it's only sometimes. If this happened with your order, we're so sorry. We’ll send you an email with your options to find out what you’d like to do next.

  • How safe is online shopping with Claire's?

    Your safety is always a top priority. We use powerful SSL encryption technology, one of the most advanced security software available for online orders and transactions.

  • Will I have to pay customs and / or import fees?

    Unfortunately, we have no control over these charges and cannot provide an estimate. Customs policies and import duties vary widely from country to country. It’s always a good idea to contact your local customs office for current charges before ordering, to avoid any unexpected fees. You are responsible for providing any information required by customs to clear the goods. Please note that we’re unable to refund any duty paid on returned faulty or unsuitable items.

  • When is customer services open?

    Customer service hours are: Monday–Saturday, 9:00am–6:00pm. We're closed on Sundays, bank holidays, and national holidays.

  • My promotion / discount code did not work — what should I do?

    If you’re experiencing promo code issues, make sure to check the code end date is still valid. If you’re still having difficulties, contact our customer service team. We’re always happy to help!

  • What is the Claire's promotion & exclusions policy?

    Site content, including promotions and pricing, may be changed at any time. We reserve the right, at any time in our sole discretion, to: modify, suspend or discontinue any service, product, price, or promotion offered through the sites, with or without notice.

    • Errors, inaccuracies, & omissions: Occasionally, there may be information on our site that contains typographical errors, inaccuracies, or omissions that may relate to, pricing, promotions, product descriptions, offers, and availability. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information if any information on the site is inaccurate at any time without prior notice (including after you have submitted your order). Find out more about our promotions & exclusions here.
    • If you are seeing a price discrepancy in your cart: Occasionally, our site needs extra time to process pricing and promotional updates. If an item in your bag does not match the price on your screen, please perform a hard re-cache of your browser by pressing ctlr+F5. We apologise for the inconvenience. If you continue to experience issues, please contact customer service at +44 (0) 345 603 6088.
  • What are my statutory rights?

    We want you to always be happy with your purchase, but we know that sometimes you may want to return items. That's why we have a 28-day returns policy. In addition, by law, you have the right to cancel the purchase of an item within seven working days of the day after the date the item is delivered. To cancel your purchase within the seven-working-day cooling-off period, you will need to send the item to us, together with a letter telling us you wish to cancel. You will need to pack the cancelled item(s) securely and send them to us so that we receive it within seven working days of the day after the date that the item was delivered to you. We advise that you use a recorded delivery service for returning cancelled goods. Please note that you are responsible for the cost of returning the cancelled items to us (unless we sent you the wrong item, or the item is damaged or defective). We will issue your refund once we receive notice of your cancellation. This FAQ answer is not a complete statement of your statutory rights. For more information on your statutory rights, you should speak to your local Trading Standards office.

  • Where can I find out about careers at Claires?

    Find out what it's like to work at Claire's, the jobs we offer and why people love doing them. Careers

Delivery & Returns

  • What are your Christmas delivery deadlines for 2021?

    For delivery by 25/12, order your gifts via Tracked Delivery by 17/12. For Express Delivery, order your gifts by 20/12 7pm.

  • Which countries do you deliver to?

    You can find more information on deliver options, including charges, by clicking here

  • My parcel is missing — what should I do?

    If you’ve yet to get your parcel, we're sorry. For any orders that were delivered to a neighbour, a calling card will be put through your letterbox advising you of the property name or number it was delivered to. If you're still not able to locate your parcel, don't worry! Contact customer service and we'll help you get it sorted.

  • Which countries do you deliver to?

    Find out more information on delivery options (including fees) by clicking here

  • How can I pay?

    We accept Visa, Mastercard, PayPal, and Claire's gift cards on claires.com For claires.fr we accept Visa, Mastercard, and PayPal.

  • How much import duty and tax will I have to pay?

    If your order is being delivered outside the European Union, you will be responsible for any additional fees or import duty. You will also be responsible for providing any additional information requested by customs. Unfortunately, we can't refund any duty that is paid on faulty or unsuitable items.

  • How can I track my order?

    We'll send you an email with all the information you need to track your order, so keep a look out! You can also track your order on our website. Track Your Order


  • What if my return items gets lost on the way to you?

    If you do not receive your refund, it's possible that we never received your return. We always advise to get your proof of postage when returning items. Please contact our customer service team, who can look into this for you. +44 (0) 345 603 6088.

  • Can you deliver to a different address than my billing address?

    Yes! Just remember that your billing address must match the address that your payment card is registered to.

    How do I return an item?

    We try to make sure that you're happy with all your purchases, but if you ever need to send anything back to us, it's super easy! Click here to read our Returns Policy.

    Exclusions: Items marked 'Exclusively Online' may be returned only by mail. In addition, the following items cannot be exchanged or returned in-store: real body jewellery, cosmetics (if seal is broken), and blind bags (if opened). Clothing or footwear from which the tags have been removed cannot be returned or exchanged at all. Claire's gift cards are non-returnable and cannot be redeemed for cash (except as required by law).

  • How secure is your online payment process?

    Our online payment process is very secure. We do not store your card details, we check to make sure the cardholder address matches the card you are using, and we work with Mastercard Secure Code or Verified by Visa for further personalised security checks.

  • What should I do if my item is faulty after I have worn it?

    We're very sorry if you received a faulty item in your order. If this was not due to misuse or abuse of the product, please return it for a full refund. We'll refund via the original payment method at the price paid for the item on the receipt. If this is the only item on your order, we'll also refund the delivery charge. Click here to read our Returns Policy.

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  • When will I receive my refund?

    Depending on how fast your postman is, it can take up to 10 days for your return parcel to reach us. Once we have received your parcel, we will refund your order as quickly as possible. Payment will be refunded within 30 days, but in most cases, this will be sooner. (Please note that refund times are dictated by your card issuer and are outside of our control).

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  • What amounts are gift cards available in?

    Gift cards are available in £5, £10, £15, £20, £25, £50, and if you're feeling generous — £100! We are working really hard to make gift cards in Euros available soon.

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  • Are there any products you don't ship internationally?

    Unfortunately, we cannot ship nail varnish, hair spray, or character cutouts outside of the United Kingdom.

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  • How do I Click & Collect?

    Our new and improved Click & Collect is now available and ready to collect in 4 hours or less. Please view our Click & Collect FAQ here for more details.

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  • How do you calculate discount on a return item?

    For any items that are bought in multi-buy offers like 3 for 2s, buy one get one 50% OFF* etc, you must return all items bought under the offer for a full refund. Click here to read our Returns Policy.

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