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?
We are unable to exchange items. However, you may return your items to us for refund and place a new order. Returned items have to be in line with our Return 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. 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.

3. 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.
4. 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.
5. 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.


Fit and Size guide

 


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 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.
  • Relaxed Fit

    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 occasionally meet the shoe walls.
    • A secure, yet relaxed fit across the top of your foot.
    • Wiggle room at the front of the shoe – your toes shouldn’t touch the front.
  • Standard Fit

    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.

find your size

To help find your shoe size, use a ruler and our size charts below. Measuring with a ruler will provide an approximate measure of your true shoe size.

Women's Sizes:

How long is
your foot?

Then your
shoe size is:

inches
mm
US
EU
AU
8 204 3 32.5 3
8 1/8 208 3.5 33 3.5
8 3/8 212 4 33.5 4
8 1/2 217 4.5 34 4.5
8 5/8 221 5 34.5 5
8 7/8 225 5.5 35.5 5.5
9 229 6 36.5 6
9 1/8 233 6.5 37 6.5
9 3/8 238 7 37.5 7
9 1/2 242 7.5 38 7.5
9 5/8 246 8 38.5 8
9 7/8 250 8.5 39 8.5
10 255 9 39.5 9
10 1/8 259 9.5 40 9.5
10 3/8 263 10 41 10
10 1/2 267 10.5 42 10.5
10 5/8 272 11 42.5 11
10 7/8 276 11.5 43 11.5

Men's Sizes:

How long is
your foot?

Then your
shoe size is:

inches
mm
US
EU
AU
8 5/8 221 4 36-37 4
8 7/8 225 4.5 36.5 4.5
9 229 5 37 5
9 1/4 233 5.5 37.5 5.5
9 3/8 238 6 38 6
9 1/2 242 6.5 38.5 6.5
9 5/8 246 7 39.5 7
9 7/8 250 7.5 40 7.5
10 255 8 41 8
10 1/4 259 8.5 42 8.5
10 3/8 263 9 42.5 9
10 1/2 267 9.5 43 9.5
10 5/8 272 10 43.5 10
10 7/8 276 10.5 44 10.5
11 280 11 44.5 11
11 1/4 284 11.5 45 11.5
11 3/8 288 12 45.5 12
11 1/2 293 12.5 46.5 12.5

Children's Sizes: (1-7 years)*

How long is
your foot?

Then your
shoe size is:

inches
mm
US
EU
AU
3 1/2 90 C1 18 C1
3 7/8 98 C2 19 C2
4 1/8 107 C3 20 C3
4 1/2 115 C4 21 C4
4 7/8 123 C5 22 C5
5 1/8 132 C6 23 C6
5 1/2 140 C7 24 C7
5 7/8 149 C8 25 C8
6 1/8 157 C9 26 C9
6 1/2 166 C10 27 C10
6 7/8 174 C11 28 C11
7 1/8 183 C12 29-30 C12
7 1/2 191 C13 30-31 C13


Children's Sizes: (1-7 years)
Age ranges for children and junior sizes are for general guidance only. For your most accurate fit, we recommend measuring your child's foot and finding the corresponding size using the charts here.

Juniors' Sizes: (8+ years)*

How long is
your foot?

Then your
shoe size is:

inches
mm
US
EU
AU
7 7/8 200 J1 33-34 J1
8 1/8 208 J2 34-35 J2
8 1/2 217 J3 35-36 J3
8 5/8 225 J4 36-37 J4
9 233 J5 37-38 J5
9 3/8 242 J6 38-39 J6


Juniors' Sizes: (8+ years)
Age ranges for children and junior sizes are for general guidance only. For your most accurate fit, we recommend measuring your child's foot and finding the corresponding size using the charts here.

Children's Dual Sizes: (1-7 years)*

How long is
your foot?

Then your
shoe size is:

inches
mm
US
EU
AU
3 7/8 - 4 1/8 98 - 107 2 - 3 19 - 20 2 - 3
4 1/2 - 4 7/8 115 - 123 4 - 5 21 - 22 4 - 5
5 1/8 - 5 1/2 132 - 140 6 - 7 23 - 24 6 - 7
5 7/8 - 6 1/8 149 - 157 8 - 9 25 - 26 8 - 9
6 1/2 - 6 7/8 166 - 174 10 - 11 27 - 28 10 - 11
7 1/8 - 7 1/2 183 - 191 12 - 13 29 - 31 12 - 13


Children's Sizes: (1-7 years) Age ranges for children and junior sizes are for general guidance only. For your most accurate fit, we recommend measuring your child's foot and finding the corresponding size using the charts here.