Frequently Asked Questions

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

Where is my order number?

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

 

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.

 

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.

 

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.

 

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?

If you are returning the item for change of mind, please go to "Can I change or cancel my order". 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:

1. Go to Returns page, enter your “order number” and “email address” to initiate a return.
2. You will receive an email confirmation with details on where to mail your return parcel.
3. 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.
4. 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.

 

 

Do I have to pay for return shipping?

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

If you are returning the items because it is defective, and we confirm that the product does have a problem, we will reimburse you for your reasonable return costs that you have already paid. 

 

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.

 

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. 

What are the shipping charges?

 

Order Amount Standard Shipping Charges Delivery Time A$100+ Free 2-12 business days Below A$100 A$9.99 per order Collab products through EQL will be applied $10 shipping charges. No express shipping is available.

 

What is the delivery time?

 

Average processing times are 2-4 business days, but we occasionally experience longer processing times during high volume periods.
Orders are processed and shipped on Monday-Friday, excluding public holidays.
Delivery upon processing may take 2-12 business days.
 

 

 

Who is the courier service?

We ship all orders through Star Track.

 

Does Crocs deliver to restricted zones and PO boxes?

We ship all orders through Star Track.

 

Delivery outside of Australia.

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

 

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.

 

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.

 

Size Charts for Crocs

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

 

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.

 

I did not receive newsletter with discount after signing up.

Please check your spam/junk folder.
Add [email protected] to your address book to receive our upcoming offers.

 

How to use coupon code?

Type coupon code into a dedicated field marked enter coupon code at the bottom of the shopping cart and click ‘apply’. Check that your coupon code is successfully applied in the order summary.

 

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.

 

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.