Frequently Asked Questions

  • 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 promotional 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 Sites is inaccurate at any time without prior notice (including after you have submitted your order). You can 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 you are seeing an item add to your bag at a price that does not match what is on screen, please preform a hard re-cache of your browser by pressing ctlr+F5. We apologize for the inconvenience. If you continue to experience issues, please contact customer service at 1-800-804-7194.
    • Gift cards: Customers in the United States, United Kingdom and Republic of Ireland may purchase Claire's Gift Cards on claires.com. All eligible customers may click on the link in the footer of our website to go to a page to select one or more Claire's Gift Cards from an assortment of available designs and denominations that are redeemable in our Claire's stores in these respective countries. Claire's Gift Cards denominated in US Dollars and purchased in Claire's stores, from other retail locations, or from claires.com may be redeemed on claires.com as well as in our US stores. We also offer electronic gift cards online. Please see our Terms of Use for further details.

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

    We've made it super easy to place an order at Claires.co.uk, you don't have to create an account and we'll only ask you to set a password, that's it simple as that!.

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

    We've made it super easy to place an order at Claires.co.uk, you don't have to create an account and we'll only ask you to set a password, that's it simple as that!.

  • Can I change my order ?

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

  • Can I pre-order an out of stock item?

    Unfortunately not. We know how frustrating it is to not be able to get hold of an item once you've decided you want it, but unfortunately if everyone else wants it too we can sell out of it very quickly! To try and keep our online store as fresh and exciting as possible we do add new items each week, so you may well find something very similar!

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

    Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available - sometimes it can make a mistake, it's only sometimes and we'll work hard to make sure that it doesn't happen again. If this has happened with your order, we're sorry, we will contact you by email to let you know your options and find out what you would like to do.

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

    Although it upsets us to think that your account might consider our emails as junk, sometimes they can end up going into your junk folder, have a look to see if we're hiding in there and add us to your safe senders list to stop this from happening again. It's also worth checking the "Order History" on your account. If you do have an order number, check that your email address is correct. If, however, there is no recent order listed it means that your order has not been successful and you will need to try again.

  • Will I get an order confirmation?

    Once you've placed your order we'll send you a confirmation email containing all the details of your order

  • My Promotional/Discount code did not work - what do I do?

    It's all rather easy to pay with a promo code but if you're having difficulties, contact our customer service team and we'll sort it out for you.

  • How safe is online shopping with Claires?

    It's safer than ever! We use one of the most secure online ordering systems and are constantly improving our software to make sure we offer the highest possible security at all times. In fact, Claires uses high level SSL encryption technology, the most advanced security software currently available for online transactions.

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

    Unfortunately, we have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. A good idea is to contact your local customs office for current charges before you order, so you are not surprised by charges you weren't expecting. You will be responsible for providing any information required by customs to ensure the goods are cleared. Please note that we are unable to refund any duty paid on items returned to us that are faulty or unsuitable.

  • 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

  • How do I make a complaint?

    We try to make sure that you're happy with all of the services we provide at Claire's, in the event that you need to complain, email help@Clairesonline.co.uk and we'll do our best to make you happy again!

  • What are my statutory rights?

    We want you to be happy with your purchase, but we know that occasionally 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 you use a recorded-delivery service for returning cancelled goods. Please note that you are responsible for the costs 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.

  • When is customer services open?

    Monday - Friday, 9:00am to 6.00pm and Saturdays. We're closed on Sundays, Bank Holidays and national holidays

Delivery & Returns

  • Which countries do you deliver to?

    Lots! You can find a full list of the countries we deliver to, including costs, by clicking here...

  • My parcel is missing - what do I do?

    If you have yet to receive your parcel, we're sorry. Check with your neighbours first to see if they've signed for your parcel. For any orders that are delivered to a neighbour a calling card will be put through your door to advise you of the property name or number it has been delivered to. If you're still not able to locate your parcel, don't worry, contact us on customer services and we'll help you....

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

    Yes, but remember your billing address must match the address that your payment card is registered to.

  • 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 for it! You can also track your order on the claires.com website. Track Your Order

  • 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 items that are faulty or unsuitable.


  • How do I return an item?

    We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it's super easy! Click here to read our Returns Policy.

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

  • 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.

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

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

  • When will I receive my refund?

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

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

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

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  • 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.

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  • How secure is your online payment process?

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

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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 polish, hair spray, or character cut outs outside of the United Kingdom. The Minnie Mouse Blind Bag is only available to ship to UK, Ireland, and France. The Claire on a Chair Deluxe Set is only available to ship to UK, Ireland, and the Netherlands.

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