International Shipping and Customs Policy

1. Scope. This International Shipping and Customs Policy applies to purchases made through CLARK’s international website and shipped outside Colombia.

2. Origin and carrier. All international orders are dispatched from Colombia through DHL Express. Once the order has shipped, the customer receives an email containing the available tracking information.

3. Complimentary shipping and charged destinations. CLARK offers complimentary shipping to eligible international destinations, except Australia, the United Arab Emirates, Saudi Arabia, Israel, Türkiye, New Zealand and South Africa. For these seven countries, the shipping cost is calculated and displayed during checkout before payment.

4. Unavailable or restricted addresses. Complimentary shipping applies only to addresses accepted by DHL Express and enabled during checkout. If DHL cannot provide service, requires unavailable special documentation or identifies a destination restriction, CLARK may request an alternative address. If delivery cannot be completed, the order will be cancelled and refunded before dispatch.

5. Estimated delivery timeframe. Delivery is estimated within 3–7 business days after dispatch. This timeframe does not include the production time for prescription lenses, personalised products or orders requiring additional verification. Delivery times are estimates and do not constitute a guarantee of delivery on an exact date.

6. Prescription lens production. Prescription lenses require additional production time depending on the prescription, lens type, material and selected treatments. Transit time begins only once production has been completed and the order has been handed to DHL.

7. Customs, taxes and duties. Unless expressly stated otherwise during checkout, product prices and shipping charges do not include import duties, local VAT, customs taxes, brokerage or destination-country handling fees. These charges are determined by local authorities and may be collected directly by DHL or the relevant customs authority. They remain the recipient’s responsibility.

8. Recipient information. The customer must provide a complete and accurate name, address, postal code, telephone number, email address and any identification or information required by the destination country. CLARK is not responsible for delays caused by incorrect or incomplete information.

9. Address changes. Address-change requests must be sent to support@clarkshopcol.com as soon as possible. CLARK cannot guarantee that an address can be changed after preparation or dispatch has begun. Additional costs caused by incorrect information supplied by the customer may be deducted or charged where permitted by applicable law.

10. Customs procedures and delays. Customs inspections, public holidays, weather conditions, local restrictions, force-majeure events, high demand and circumstances outside the reasonable control of CLARK or DHL may affect the final delivery date.

11. Delivery attempts. The recipient is responsible for tracking the order, being available for delivery attempts and responding promptly to requests from DHL or the relevant customs authority.

12. Refused, abandoned or unclaimed orders. If an order is refused, abandoned or left unclaimed by the recipient, or if customs requirements or import charges are not completed, any refund will be processed only after the product has been returned to CLARK. Non-recoverable return shipping, storage, duties, taxes, customs-processing or transportation costs may be deducted to the extent permitted by applicable law.

13. Loss or damage in transit. The customer must report visible damage or discrepancies as soon as possible and preferably within the first 48 hours after delivery by contacting support@clarkshopcol.com. Packaging must be retained and photographs provided. Reporting within 48 hours assists the DHL claim but does not remove mandatory rights.

14. Packages marked as delivered. If DHL marks the order as delivered and the customer cannot locate it, the customer must contact CLARK immediately and check with household members, reception, building staff or authorised neighbours. CLARK will request a DHL investigation before determining the applicable solution.

15. Mandatory rights. Nothing in this policy excludes or limits any mandatory consumer rights available under the laws of the customer’s country of residence.