Frequently Asked Questions

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

Order Issues

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 should I 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. This can be due to a number of reasons such as stock availability when the size goes out of stock before the order is processed.
   If your order (or part of your order) is cancelled, your payment 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 payments made on Crocs.com.sg are 100% safe, convenient & secure.

   

Returns and Exchanges

Returns and refunds

1. Do you allow exchanges?

   Yes, we accept exchanges at our retail stores except for clearance and exclusive items such as collaboration collections.
   Check our Exchange policy.
   
   We also accept returns for all unworn items with 100% money-back-guarantee.*
   Check our Return policy.

   *Products from collaborations or special events cannot be returned online or in-store unless they are defective or damaged.

2. How to return my order?

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

3. Is there any product warranty?

   Crocs are covered by a 90 day product warranty.
   The warranty for Crocs Footwear applies to defects in materials and workmanship for 90 days from the date of receipt of product.
   Please contact us and specify your order number, defect item and details.

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 refund?

   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, if you do not receive your refund within 20 working days.

Shipping and Delivery

Shipping and delivery

1. What are the shipping charges?

   Order Amount Shipping Charges Delivery Time S$70+ Free 2 - 5 business days Below S$70 S$5.90

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

2. What is the delivery time?

   The average delivery takes 2-4 business days to reach you, but we occasionally experience longer processing times during high volume periods. For orders placed on or after 20th March, please allow up to 7 business days to process your order. If your order has not been fulfilled within 7 business days, please contact our customer care team.
   
   Our orders are shipped from Monday to Saturday, 9am to 10pm, excluding public holidays. Orders are processed and shipped from Monday to Friday, excluding public holidays. Delivery upon processing may take up to 7 business days.

3. Which courier service do you use?

   We ship all orders through CJ Logistics, 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. Do you ship outside of Singapore?

   We only ship within Singapore.

7. How can I track my delivery status?

   Track order, enter your “order number” and “email address” to start tracking your order.

8. What should I do if I received the wrong products?

   Please contact us and specify your order number, item in order and wrong item received. Our customer service will assist you with a product exchange.

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:

Refer to Size Chart here

Promotions and Coupons

Promotions and coupons

1. I did not receive a newsletter with the discount after signing up.

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

2. Are there any coupons available?

   Coupon codes are currently unavailable.

3. How do I use a coupon code?

   Type the 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. My 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.

Our Products

Our Products

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 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.

EQL

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.