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FREQUENTLY ASKED QUESTIONS

We're always here to help you out, so we've put together some of the most frequently asked questions to help you out.

Click on a question below to see the answer...

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We want to make your shopping experience as simple as possible. If you would prefer to speak with a member of our lovely customer service team to help you place your order please click here

Unfortunately not, however, if you no longer want your order, you can return it to us to receive a refund. Check out our full returns policy here.

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!

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.

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.

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

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.

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

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

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....

As soon as you place your order we'll start getting it ready. Because we're so speedy at getting it to you, we can't cancel it once it's been ordered. For information on returning your order, click here.

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

We'll send you an email with all the information you need to track your order, so keep a look out for it!

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.

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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..

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)

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 hereto read our Returns Policy..

We're sorry that you've been refunded the wrong amount. Contact customer service here with your order number and details and we will be happy to look into this as quickly as possible.

Currently we are not able to offer an exchange through the website but once your return is received your refund will automatically be processed. If you wish to receive another item, simply place a new order. Alternatively you can return your item to your local Claire's store and they will be happy to offer a refund and you may purchase another item.

At the moment we do not offer a collection service. Click here to view our options for returning orders.

Yes you can! Find your nearest store with our store locator and bring it back within 28 days of delivery, remembering to bring along your despatch note. Unless there's a fault or damage to your order, we do not refund the postal costs of returning it to us.

Payments made using Paypal cannot be refunded in store, however we can exchange. For paypal refunds please return to our warehouse

Your return must arrive within 28 days of placing the order. If we receive your return after this date then we reserve the right not to refund you.

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. Read our returns policy for full details

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. Read our returns policy for full details.

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. Read our returns policy for full details.

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We accept Visa, Mastercard, PayPal and Claire's Gift Cards on Claires.co.uk. For Claires.fr, Claires.es and Claires.de, we accept Visa and Mastercard payments.

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. In fact - Claire's uses high-level SSL encryption technology – the most advanced security software currently available for online transactions.

If paying by card you'll only get charged when your order is sent out. When you enter your credit/debit card information and click 'Confirm Payment' on the final review page, we simply authorise the payment to make sure that the details are correct and the necessary funds are available.

When this happens it may be that your bank or credit card company sets aside the funds needed for the order. They don't give the money to us. They hold it in a special virtual banking place. Please be aware that if you cancel an order before it's shipped, it may take some time for your bank or credit card company to process this and return the funds to your account. It's not us keeping it from you. Honest.

PayPal payments are taken immediately.

We're sorry that you're having difficulties placing an order. Don't worry, we'll help you out, simply follow these three easy steps. Firstly check the billing address matches the address that your card is registered to (the address that is visible on your bank statements). Secondly check that the card number is entered without any spaces or punctuation marks. If you find that there is no option to make the payment for a particular item, then it is likely that the product has become unavailable. Thirdly, if after the first two steps you continue to experience issues placing an order, please contact our lovely Customer Services team on 0345 603 6088 or via email on onlinecustomerservices@claires.co.uk

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You can now use Gift Cards to pay for items if you're in the UK. You can currently only use one gift card per order to pay for your items.

Not yet, but we're working on this, so keep checking our website for updates!

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

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Its 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 - Claire's uses high-level SSL encryption technology – the most advanced security software currently available for online transactions.

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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.

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

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!

Email help@clairesonline.co.uk or call 0345 603 6088 from Monday - Friday, 9:00am to 6.00pm and Saturdays. We're closed on Sundays, Bank Holidays and national holidays

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.

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