Customer Support

Contact Us

Chat (Now Offline)

By Email
We respond within 24 hours.
(excluding holidays)

By Phone
Mon - Fri
9am - 5pm AEST
1800 469 382

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.
Contact us and specify order date and items ordered.
6. Why was my order cancelled?
Very few orders are canceled. 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 Crocs stores and selected partner stores (Crocs Partner Store Cleveland - QLD, The Crocs Shop Hobart - TAS, Crocs Broadway – Auckland NZ)
Check our Exchange policy.
2. How to return my order?
Go to Returns page, enter your “order number” and “last name” to return your order.
You have 45 days to return your order.
3. Is there any product warranty?
Crocs are covered by a 45 day product warranty.
The warranty for Crocs Footwear applies to defects in materials and workmanship for 45 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 outlet and concept stores?
Crocs outlet and concept stores do not accept any returns for online purchases.
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 takes around 1 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

1. What are the shipping charges?
Order Amount Shipping Charges Delivery Time
A$50+ Free 2 - 4 business days
Below A$50 For shoes: A$10 per order 2 - 4 business days
For jibbitz only: A$3 per order 2 - 4 business days

2. What is the delivery time?
Please allow up to 48 hrs for processing of your order prior to shipping.
Orders are shipped on Monday-Friday, excluding public holidays.
3. Who is the courier service?
We ship all orders through Star Track.
4. Does Crocs deliver to restricted zones and PO boxes?
Yes, we do - in accordance with our standard shipping and delivery times.
5. Delivery outside of Australia.
Overnight and international shipment(Including New Zealand) are currently not available.
6. 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.
7. 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 the stores.
5. 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.
6. 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.

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 repellence.

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 luster.

For Elastic/Stretch Material; Clean gently with humid rag or soft rubber.


 
measuring the foot

Determining your size

Shopping for a half size? Order up to the next largest whole size.
Not sure about your size? No worries, you have 45 days to exchange your order.

 
women's sizes
how long is your foot? mm 212 222 229 238 246 255 263
inches 8 ⅜ 8 ⅝ 9 9 ⅜ 9 ⅝ 10 10 ⅜
then your shoe size is AU / US W4 W5 W6 W7 W8 W9 W10
UK 2 3 4 5 6 7 8
EU 33-34 34-35 36-37 37-38 38-39 39-40 41-42
men's sizes
how long is your foot? mm 238 246 255 263 272 280 288
inches 9 ⅜ 9 ⅝ 10 10 ⅜ 10 ⅝ 11 11 ⅜
then your shoe size is AU / US M6 M7 M8 M9 M10 M11 M12
UK 5 6 7 8 9 10 11
EU 38-39 39-40 41-42 42-43 43-44 45-46 46-47
kids' sizes
how long is your foot? mm 115 123 132 140 149 157 166 174 183 191 200 208 217
inches 4 ½ 4 ⅞ 5 ⅛ 5 ½ 5 ⅞ 6 ⅛ 6 ½ 6 ⅞ 7 ⅛ 7 ½ 7 ⅞ 8 ⅛ 8 ½
then your shoe size is AU / US / UK C4 C5 C6 C7 C8 C9 C10 C11 C12 C13 J1 J2 J3
EU 19-20 20-21 22-23 23-24 24-25 25-26 27-28 28-29 29-30 30-31 32-33 33-34 34-35
kids' dual sizes
how long is your foot? mm 115-123 132-140 149-157 166-174 183-191 200 208 217
inches 4 ½-4 ⅞ 5 ⅛-5 ½ 5 ⅞-6 ⅛ 6 ½-6 ⅞ 7 ⅛-7 ½ 7 ⅞ 8 ⅛ 8 ½
then your shoe size is AU / US / UK C4-5 C6-7 C8-9 C10-11 C12-13 J1 J2 J3
EU 19-21 22-24 24-26 27-29 29-31 32-33 33-34 34-35
 

Crocs™ kids' DIY fit guide download

 

crocs fit guide

Choose the right fit for your foot. At Crocs.com, you’ll find roomy, relaxed and standard fit styles. So, whether you’re a narrow size or wide, you’ll find the perfect fit for you.

roomy fit: our most generous roomy fit

relax fit: a little room; feels more secure on your foot

standard fit: no extra room; feels comfortably snug

Roomy Fit Relaxed Fit Standard Fit

Our roomiest fit, just like our original style clog. Some models include a heel-hugging back strap for more stability.

  • Our widest fit. Your feet often won't meet the sides.
  • Generous in length. Your toes shouldn't touch the front.
  • Roomy across the top for lots of breathability.

Expect a little room, but a more secure fit than our roomy styles. Some models include laces or straps, but all should feel stable on your foot as you walk.

  • Slight amount of room around the perimeter of foot. The sides of your feet may occassionally meet the shoe walls.
  • A secure, yet relaxed fot across the top of your foot.
  • Wiggle room at the front of the shoe - your toes shouldn't touch the front.

Standard fits offer a more snug (but not tight) fit than our roomy or relaxed styles. They should conform to fit your foot securely with minimal or no slipping as you walk.

  • Your heel should rest securely and the shoe shouldn't ride up and down.
  • Sides, top and arch area of the shoe should comfortably hug your feet.
  • Wiggle room at the front of the shoe - your toes shouldn't touch the front.