Order Information and Tracking

Choose from two ways to easily track your Crocs.com.au order.

Option 1: Log in to track your order

1. Visit Crocs.com and select ”Sign In” from the top navigation bar. Sign In.

2. Enter your registered email address and password and click Sign In.

3. Under Order History, select your order number.

4. In the right column of the Order Details page, find Track Shipment and click the blue tracking number.

5. Your tracking information will display with the estimated delivery date and package travel history.

Option 2: Track with order number and name

1. Click Order Status in the footer at the bottom of the home page. Order Status.

2. Enter your order number and your email address. (Be sure to capitalize the CAU at the end of the number. For example: 00123456CAU.) Click View Order Details.

3. In the right column of the Order Details page, find Track Shipment and click the blue tracking number.

4. Your tracking information will display with the estimated delivery date and package travel history.

How can I track and trace my parcel?

Please refer to the Star Track Consignment Delivery email that you received to locate your Consignment number along with the link, Track your parcel to see shipment updates. If you have checked the 'Track your parcel' updates and can see an attempted delivery, please contact the Post Office or Star Track depot, as advised on the delivery slip left by the driver on either your door step or mailbox, as your parcel will be stored 7-10 days for collection. If further assistance is required, please contact Star Track on 13 2345 and follow the prompts accordingly. If you have followed the above and are still unsuccessful, please contact us to notify.

Where is my order number?

You order number is in the email confirmation received at the time of purchase.

Frequently Asked Questions

You can find answers below or contact our team to help you.

Our Customer Service team is happy to assist with questions you have about Crocs™ and our products. You can reach us in three convenient ways:

1. Call us for help. Contact us by phone to speak directly to one of our Customer Service representatives. Our phone number is 1800 870 685.

2. Chat live for fast assistance. Connect with a Customer Service member via live chat during regular business hours.

a. From the bottom navigation bar, select Live Chat 

b. Enter your name, email address, question and order number (if available) and click Start Chatting.

Can I change or cancel my order?

We process your order as soon as you make a purchase. So we are not able to process any changes even if it is not yet being shipped. You may return any item to us once you receive your order. Returned items have to be in line with our Return policy.

I forgot my account password.

Click on Sign in at the top of the page and then on the ‘forgot your password’ link. We will send a new password to your email address

What are the shipping charges?

Order Amount:

A$100+ enjoy free standard shipping, arrives 3-6 business days* from order date.

Below A$100, A$9.95 standard shipping fee per order, arrives 3-6 business days* from order date.

Any order amount, A$14.95 express shipping fee per order, arrives 2-3 business days* from order date.

*Includes warehouse processing. Some areas such as WA & NT may need additional 1-3 business days to deliver.

Orders can't be delivered to Norfolk Island, Christmas Island, Cocos Islands, Australian Antarctic Territory, Heard Island and McDonald Island.

Collab products through EQL will be applied $10 shipping charges.

EQL is a Hype Commerce platform used to manage the launches of high heat products. EQL prevents sites from crashing, slows down scammers and delivers a launch that is Run Fair. Further information on EQL can be found at the bottom of this FAQ page.

What is the delivery time?

Exclusions apply for certain areas where we do not deliver, as listed below.

Arrives 3-7 business days* from order date. Average warehouse processing times are 2-4 business days.

*Includes warehouse processing. Some areas such as WA & NT may need additional 1-3 business days to deliver.

Orders can't be delivered to Norfolk Island, Christmas Island, Cocos Islands, Australian Antarctic Territory, Heard Island and McDonald Island.

Orders may experience longer processing and delivery times during peak period.

Orders are processed and shipped on Monday-Friday, excluding public holidays. Delivery fees are not refundable unless you receive an incorrect item. Track your order

Delivery destination in Australia only.

Orders can't be delivered to Norfolk Island, Christmas Island, Cocos Islands, Australian Antarctic Territory, Heard Island and McDonald Island.

Overnight and international shipment (Including New Zealand) are currently not available.

Who is the courier service?

We ship all orders through Star Track.

I received wrong delivery.

Please contact us and specify your order number, item in order, wrong item received. We will exchange the items to the correct ones.

I did not receive order confirmation.

Please contact us and specify order date and items ordered.

Why was my order cancelled?

Very few orders are cancelled. The most common reason for cancellation is that we ran out of stock before processing your order. If your order (or part of your order) is cancelled, you will be refunded to your bank or paypal account. It can take up to 20 working days depending on your bank. Please contact us, if you do not see your refund within 20 working days.

What are the payment options available?

All payments are 100% convenient, safe & secure.

We currently offer the following payment options:

- Visa

- Mastercard

- American Express

- PayPal

- Afterpay

How does Afterpay Work?

What is Afterpay?

Afterpay allows you to purchase from online store and pay later in 4 easy interest-free instalments.

How Does Afterpay work?

To pay with Afterpay:

- Add your items to the cart

- Select Afterpay as the payment option at the checkout

- Signup or use your existing Afterpay account

- Once approved, will despatch your order

Is there any interest on the amount paid?

No, there is no interest payable by you.

Is there an order limit?

Yes, the maximum purchase amount using Afterpay on is.

What are other terms and conditions I need to be aware of?

Full terms & conditions are available at www.afterpay.com/terms

How often is repayment?

Afterpay offers your order to be paid in 4 instalments with repayment automatically occuring every 2 weeks.

How do I sign-up for Afterpay?

Select Afterpay as a payment method (or visit the website).

You can register as you complete your purchase.

How do returns work with Afterpay?

Merchants will be able to initiate all eligible refunds on your behalf. Once completed, your refund will be applied to your order.

Does Afterpay charge interest?

There is no interest payable by you if you place an order using Afterpay.

Can I place an Afterpay order with you over the phone?

Afterpay is available as an online payment method and requires login credentials for authorisation. Our team members or merchants are unable to place an order on your behalf.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs & terms. Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy.

Do you allow exchanges?

No, online orders may not be returned or exchanged in any retail stores. All online returns must be returned online by initiating a Return Request.

How to return my order?

Want to return an online item? Have your order number and billing zip code ready and follow our simple step-by-step instructions. If you are returning the item because it is defective, please go to "My shoes are defective, what to do?". 

 In relation to returns for change of mind, steps include:

1. Go to Returns page, enter your “order number” and “email address” to initiate a return.

2. Select the item(s) you’d like to return.

3. Letting us know the reason. No hard feelings!

4. You will receive an email confirmation with details on where to mail your return parcel.

5. Prepare Your Return:

Important: Include your RMA (Your order number ending with “CAU") and your full name clearly on the outside of the parcel with the warehouse address.

RMA- [Your order number ending with 'CAU'] - [Your full name]

Failing to include RMA + Full name may result in delays with return processing.

6. Mail your return back to us at the address listed in your order return confirmation email. 

Customer is responsible for cost of return shipping. Return shipping is non-refundable. Please allow up to 4 weeks processing time from day parcel is received by us.

Please hold onto your tracking number for returning your package via mail. Crocs is not responsible return packages that are not received by our facility.

7. Await your refund. Please allow 14-20 business days for refund to post to the original form of payment after we receive the package.

Can I return the shoes to any of the Crocs outlet and concept stores?

Crocs outlet and concept stores do not accept any returns for online purchases.

Do I have to pay for return shipping?

If you are returning the item for change of mind, return shipping is non-refundable. 

The customer is responsible for the cost of return shipping. Return shipping is non-refundable. Please allow up to 4 weeks for processing from the day the parcel is received.

My shoes are defective, what to do?

We are commited to honouring your rights under the Australian Consumer Law in relation to defective goods. If your product is defective, we will assist you to fix the problem. Please contact us, specifying the defects and attaching a photograph of the shoes showing the defect. We will then contact you.

When can I get my refunds?

Where you return your product for change of mind, we process your refund as soon as your returned product is inspected and confirmed that it is in line with our Return policy. It takes up to 1 to 2 weeks for the quality check. Please note: As part of their COVID 19 initiatives our warehouse has enforced a 1 week quarantine on all returns. This will take place before the quality check and thus delay your refund by 1 week until further notice. We appreciate your understanding in ensuring the safety of our employees. Once approved, the refund is processed within 1-2 working days to the payment service provider (example: credit card, PayPal). Please contact us if you do not receive your refund within 20 working days.

Where you return your product because it is defective, we will contact you once we have confirmed that product is defective. 

Size Charts for Crocs

Size charts can be found in the link under the size selections on each product page or individually in the links below:

Size chart Page 

How to use coupon code?

Crocs™ coupon and promotional codes need to be applied in the cart prior to checking out. You can apply your coupon or promotional code in the "Promo Code" field below Order Summary section in the cart, under the list of shoes being ordered. Make sure to hit the apply button in order to ensure your coupon is applied appropriately. Once applied, you will see the price change in the cart.

Looking for a coupon code? See our latest offers.

We are not able to apply coupons once orders are placed. We do want you to enjoy your discount at Crocs.com.au and hope that you'll hold on to the coupon code for a future order. If your coupon code is valid for a short time, you can watch for new promotions and discounts by signing up for our newsletter.

Coupon codes issued by Crocs.com.au or Crocs online customer service are for use ONLY on Crocs.com and cannot be used in Crocs owned stores or on any other Crocs owned website.

* Please note that there may be an exclusions list for certain coupons or promotional codes. This information can be found after you apply the coupon. Under the pricing area, you will see your coupon applied with a details link next to it that will list any applicable exclusions for your convenience.

Usually, if a coupon code isn't working, it's been entered incorrectly or has expired. Please check your coupon code for the following:

1. Coupon codes might be case sensitive, so be sure you're entering it in the proper case. Also, double-check to ensure you're typing the numbers and letters in the correct order.

2. Most coupon codes cannot be combined with other coupon codes or site offers and promotions.

3. Your coupon code may have expired. If the coupon code has expired, you'll receive an "Expired Promo Code" error message under the coupon and promo code box.

4. Some coupon codes are valid only on specific styles and will not work with non-qualifying styles. You can check coupon or promotional exclusions with the details link once the coupon is applied in your cart.

I did not receive newsletter with discount after signing up.

Please check your spam/junk folder. Add email@crocs-email.com to your address book to receive our upcoming offers.

Coupon code is not working.

The coupon codes are only eligible for use on items that are stated in the term and condition and within a specified period of time. They can only be used once and cannot be redeemed at the stores.

Do you issue or accept gift cards?

We do not issue or accept gift cards or account credits for online purchases on crocs.com.au. However, our Crocs Concept Stores can issue and accept Store Vouchers.

Gift Exchange

Unfortunately Crocs™ currently cannot exchange any articles. The best way to receive a replacement is to initiate a return (click here for instructions) and to place a new order.

How to unsubscribe from newsletter?

Click on the "unsubscribe" button at the bottom of the email which you received from Crocs Australia. Alternatively please contact us.

Caring for your Crocs

Caring for your Crocs is easy. To keep your Crocs in good condition, you will want to avoid leaving them where they will be exposed to heat or sun, such as a dish washer, washing machine, or hot car, as this can cause the shoes to shrink or warp. You can keep your classic Crocs clean by hand washing them with cold water and a mild soap. If you have Metallic leather Crocs, clean gently with a soft rubber sponge or slightly damp rag. Use a leather cream to restore shine and a protector spray to repel water. If your Crocs are made with Smooth Napa Leather; Remove dust and dirt with a damp rag. Use a cotton brush to apply a natural waxy shoe cream or wax. Apply slowly in spiral manner. Patent Leather Crocs can be gently wiped off with a clean damp cloth or use a professional product which had been designed to clean patent leather. Never use harsh chemicals such as alcohol, detergent or liquid, they will remove the shine and luster from your shoes. PU Wedges and heel material: A damp cloth should remove most dust and dirt. Avoid solvent cleaners wherever possible as these may destroy the glue used to bond the sole. For Suede and Lambs wool Crocs; clean upper gently with soft wire brush or plastic brush, spray with impregnation spray for water resistant. Leather Crocs and be cleaned gently with a humid rag or brush. Apply waxy shoe cream and polish/brush with soft brush, cotton or wool rag to a natural lustre. For Elastic/Stretch Material; Clean gently with humid rag or soft rubber.

Packaging and Shipping

Crocs cares about the impact its products and packaging have on the environment and practices sustainability in its supply chain. A recent change in our packaging and shipping practices provides a great example of these efforts. Late in 2017, Crocs made the decision to move away from the use of cardboard boxes and began packaging and shipping its merchandise in poly bags. Our poly bags consist of recycled material, emit less carbon dioxide, and require less water than those used in cardboard box manufacturing. This change also substantially reduces our carbon footprint during its transportation throughout our supply chain. The result is reduced environmental impact as compared to cardboard box usage.

EQL

What is EQL?

A Hype Commerce platform used to manage the launches of high heat products. EQL prevents sites from crashing, slows down scammers and delivers a launch that is Run Fair.

What does Run Fair mean?

We believe that everyone should have a fair chance of getting their hands on the products they love, that’s why we partnered with EQL. They’ve built fairness in: Only humans can enter draws: Every entry goes through a multi-step security verification process that confirms you are a human. One entry per person: Entries are deduplicated against unique identification tags. Launches are always secure: Best in class security protocols make sure your information is always safe and secure. It should be simple to enter: Once you have a verified EQL account, entering becomes a breeze. When you see the ‘Run Fair’ logo, it’s a fairness certification. It means the technology used and the steps taken to run the launch are of the highest standard.

What are the steps required to enter a draw on EQL?

1. Go to an EQL powered draw form.

2. Create an EQL account

3. Provide shipping and payment details

4. Verify your entry

5. Submit Your entry is now registered in the draw.

Am I charged for entering a draw?

No. You are only charged if you are successfully selected at the close of the draw.

Am I charged for winning a draw?

If you are a winner, you will be charged $10 shipping fee and products will be shipped to your specified shipping address.

How do I know if I’ve won?

You will be alerted via email after the draw has closed.

Does submitting an entry via an EQL form guarantee me the win?

No. It does however guarantee you an entry into the draw and a fair chance to win.

If I submit my entry and change my mind later, is there a chance to withdraw?

Yes. Head back to the launch page and you should see a red button that says ‘Cancel my Entry’, Click that and you’re now out of the draw.