Customer Support

Frequently Asked Questions

Order Issues

1. Where is my order number?
You order number is in the email confirmation received at the time of purchase.

2. 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.
3. My shoes are defective, what to do?
Please contact us within 7 working days from the day you receive your order. Specify the defects and attach a picture of the shoes. Note that the shoes need to be unworn and with all the tags attached.
4. 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.
5. I did not receive order confirmation.
Please contact us and specify order date and items ordered.
6. 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.
7. What are the payment options available?
All payment is 100% convenient, safe & secure.



Returns and refunds

1. Do you allow exchanges?
Yes, we accept exchanges at our retail stores except for clearance and internet exclusive items.
Check our Exchange policy.
We also accept returns for all unworn items with 100% money-back-guarantee.
Check our Return policy.
2. How to return my order?
Go to Returns page, enter your “order number” and “last name” to return your order.
3. Is there any product warranty?
Crocs are covered by a 180 days warranty. It applies to defects in materials and workmanship for 180 days from the date of receipt of product.
4. Do I have to pay for return shipping?
Yes, return shipping is non-refundable.
5. Can I return the shoes to any of the Crocs retail stores?
Crocs retail stores do not accept any returns for online purchases.
Crocs retail stores do, however, accept exchanges. Check details at Exchanges page.
6. When can I get my refunds?
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 2 weeks for the quality check. Once approved, the refund is processed within 1-2 working days to the payment service provider (example: credit card, PayPal). Please contact us


Shipping and delivery

1. What are the shipping charges?
Order Amount Shipping Charges Delivery Time
S$60+ Free 2 - 4 business days
Below S$60 S$5.90 2 - 4 business days

2. What is the delivery time?
The average delivery takes up to 2-4 business days to reach you. Our orders are shipped from Monday to Saturday, 9am to 10pm, excluding public holidays.
3. Who is the courier service?
We ship all orders through NINJA VAN, a reliable carrier specializing in online shopping delivery.
4. Does Crocs deliver to restricted zones and PO boxes?
We are not able to deliver to PO boxes or to restricted zones such as camps, ports and airports.
5. I am not available at time of delivery.
Our driver will call you to check if you would like your parcel to be left at a secure location of your choice, or you will receive an email/SMS to reschedule the delivery.

6. Delivery outside of Singapore.
We only ship within Singapore.
7. How can I track my delivery status?
Click on Track order, enter your “order number” and “last name” to start tracking your order.
8. I received wrong delivery.
Please contact us and specify your order number, item order, item receive. We will exchange the items to the correct ones.


Promotions and coupons

1. 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.
2. Is there any coupons available?
Yes, please refer to coupon page
3. 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.

4. 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 retail stores.


Crocs shoes care instructions

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 Lamb's 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.