You need to be a registered genuineshoemaker.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.

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

We currently accept the following methods of payment: Visa, MasterCard, PayPal and CODs.

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.

Our goal is to expedite your order as quickly as possible; therefore, once your order is placed it cannot be cancelled or changed. You may always return the item once you receive it and return shipping is free.

If you are unsure of what size to order or have any other questions about any of our products, please feel free to call us at +971 542259 712. We’re happy to help you find the best style for you.

We are very sorry that the item you need is out of stock. When you try to select the size you need, if the item is out of stock, the "add to cart" button will turn grey and above it you will see a link to "Notify me when available".

This will bring you to our sign-in page where you can sign-in or create an account. As soon as we get more inventory of the item, we will email to let you know!

If for any reason, you are not satisfied with the products you received from us, you can return them to us; and, we will credit your order. At this time, Genuine Shoemaker does offer exchanges. We suggest you return the item(s) and place a new order in the appropriate size. Below are the instructions for returning by mail.

. Merchandise must be returned in its original (unworn) condition and received WITHIN 14 DAYS OF ORIGINAL PURCHASE (invoice date). Orders returned beyond this time period will not be accepted. GENUINE reserves the right to refuse worn or damaged merchandise.

. Pack the merchandise in its original packaging or appropriate carton. Enclose the completed packing slip found on the back of the original invoice.

. Complete the enclosed return form. Peel and stick both the pre-printed address label AND the provided pre-paid shipping label; on the outside of the carton. Please keep your shipping receipt number for reference and tracking.

A credit for the value of the returned merchandise will appear on the original credit card used to purchase the item(s). Please allow 1-2 billing cycles for the credit to appear on your statement. For more information, please contact your credit card company.

If you do not have a pre-paid return shipping label, please contact Customer Service by calling +971 542259 712 or emailing contact@genuineshoemaker.ae

Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.

The time it takes for you to receive your order will depend on your location. All shipments take place in two stages: processing and transit.

Processing:

Processing and packing times are estimated 24-48 hours. This excludes orders placed on the weekend.

Transit

Express deliver service 2-4 business days.

Time frames are dependent upon order date and your location.

We currently offer the following ways to contact us:

Phone: +971 542259 712

Email: contact@genuineshoemaker.ae

Go to our Returns Page, and fill in your Order Number, last name or email address, and your zip code and click "submit".

You will be taken to a new page with your order details. Scroll down to where it shows the product you want to return. Where it says "I would like to", click the tab to change it to say "Return this item". A new tab will then appear for you to choose why you would like to return your item.

Once you have chosen your reason, click the button below that says "Submit Return/Exchange". Please note, you may need to wait up to 45 seconds for it to process.

You will then be taken to a new page where you can download your return form. Download the form, and you can then print it using a printer at home, or at a local printing services establishment. Please include the summary sheet in the return package and adhere the shipping label to the outside package. BOTH documents must be included in the return to be processed.

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

. Worn stitching, worn soles or frayed webbing due to normal wear

. Damage that is a result from misuse, normal wear and tear or damage occurred during storage

. Broken or damaged laces, lace retention devices and worn soles

. Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples

. Improper fit. Fit is the responsibility of the owner and should be assured within return window

. Comfort issues

If you feel your product is defective as a result of a manufacturing or design defect, please call us.