Frequently Asked Questions

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

COVID19

COVID19

Last updated: 21 September 2020.

How is this impacting Crocs stores?
We continue to ensure the health and safety of our employee’s. In compliance with local regulations we have reopened our locations.

How is this impacting our ability to process online orders?
Our product handling facility continues to operate normally and our carriers have not reported any changes in their standard delivery schedules and timelines.

How has this impacting shipping?
Because of reduced staff and social distancing procedures for the health and safety of our employees, we’re seeing slight delays in order shipments. We are working hard to ship as quickly as possible.

How is this impacting our Customer Service?
You may experience delays in our responsiveness as we modify how we staff and schedule our customer service team. We apologize for any inconvenience.

Order Information and Tracking

Order Information and Tracking

As soon as your order is shipped we will offer you access to the online tracking of our courier. There you can find the most up-to-date information available. Please be aware that it might take up to 24 hours from the receipt of your shipping details email before the online tracking is visible.
To view the online tracking, please see the following options:

  • 1. After your order has been shipped you will receive an email which contains the link to the online tracking of our courier.

  • 2. If you are a registered customer you can also go to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Order Number” column. This takes you to the courier's website.

Changing or Cancelling Your Order

Changing or Cancelling Your Order

After the order has been placed, it will be processed as quickly and carefully as possible and unfortunately cannot be modified or cancelled anymore. If you chose the wrong model or size, you can return it as soon as you receive it. Please refer to our return policy. If you would like to order additional items, please place a new order in our webshop.

Invoice

Invoice

Your invoice will be sent to you via a separate email. Please note it is currently not possible to enter an alternative delivery address to the billing address.

Security

Security

We are confident about the transaction security we offer. Every payment is automatically processed in a secure and protected environment for financial information.

Double Order

Double Order

If you have received multiple order confirmations with different order numbers, this means you have placed 2 or more orders. If this wasn't your intention, please contact our Customer Service.

Product Availability

Product Availability

Due to stock replenishment, it is possible the model you are looking for is no longer available online.
For specific model availability queries please contact our Customer Service directly for information on when your model will return.

Product Sizing

Product Sizing

All sizes shown on the website are UK/EU sizes, but the sizes on your shoes and Invoice are US sizes. For more information on Crocs™ shoe sizes and the applicable sizing conversion, please refer to our handy size charts:

Material (Croslite)

Material (Croslite)

All Crocs™ shoes are uniquely designed and manufactured using our proprietary closed-cell resin, Croslite™, a technology that gives each pair of shoes the soft, comfortable, lightweight and non-marking qualities that Crocs™ wearers know and love.

Heat: do not expose your Crocs™ shoes to extreme heat or intense sunlight for an extended period of time. Due to the unique nature of the Crocs™ PCCR material, high temperatures may cause them to warp.

Crocs shoes should solely be hand washed. If the model features a lining, it is recommended to put the lining in a mesh fabric or use a delicate cycle (of up to 30 °) if you machine wash. Cleaning your Crocs using the washing machine is at your own risk.

Learn more about how to clean your Crocs.

Fit and Comfort

Fit

  • Standard: No extra room; fits comfortably snug.
  • Relaxed: A little room; feels more secure on your foot.
  • Roomy: Our most generous, roomy fit.

Comfort

  • Iconic Crocs Comfort™: Original Croslite™ foam cushion: Feels soft with all day support.
  • Dual Crocs Comfort™: Deep cushion: Feels soft with all day support.
  • Triple Crocs Comfort™: Our most cushion: pillow-top, sink-into-it softness with all-day support.

Straps and Rivets

Straps and Rivets

We do not currently replace straps, liners or rivets (the buttons that attach your strap to the shoe). If you believe there is a quality issue with your item, we will make it right. Items may be returned for a refund within 90 days with receipt or proof of purchase. If you do not have a receipt or it is past the 90-day window, we cannot refund your money.

Product Warranty

Product Warranty

We kindly ask you to check the contents of your delivery on arrival. If you have received a defective item, please contact our Customer Service with a short description of the defect.

The warranty on Crocs™ footwear applies to defects in materials and workmanship for 90 days from the date of product receipt. If a defect occurs within this time, please contact our Customer Service. We will evaluate your request and determine whether the product will be replaced, returned or the purchase price credited (including shipping costs).

Please note: Do not return the faulty item(s) before you receive further instructions. For more information please see our General Terms and Conditions of Sale.

Country of Manufacture

Country of manufacture

Crocs™ footwear is manufactured in China, Italy, Mexico, Vietnam or Bosnia.

Payment Methods

Payment Methods

Payment Method Countries
MasterCard all
VISA all
PayPal all
American Express all
DIRECTebanking AT,BE,DE
MisterCash BE
GiroPay DE
Maestro UK
iDEAL NL
Apple Pay UK,FR,FI

Refunds

Refunds

You will receive a full refund of the purchase price and shipping cost paid for the order, on average, within 10 working days after we have received the original item(s). The refund will be issued to the original card/account. Refunds not related to returns also take on average 10 working days to process.

Shipping and Delivery

Shipping and Delivery

Countries Shipping Costs Delivery Time Carrier
Austria € 4.95 3 – 5 working days GLS
Belgium € 4.95 2 – 3 working days GLS
Croatia € 8.95 5 – 6 working days GLS
Czech Republic € 4.95 4 – 5 working days GLS
Denmark € 4.95 3 – 4 working days GLS
Estonia € 9.95 5 – 7 working days GLS
France € 4.95 4 – 5 working days GLS/ Chronopost
Germany € 4.95 3 – 5 working days GLS
Greece € 10.95 5 – 8 working days GLS
Ireland € 8.95 4 – 5 working days GLS
Latvia € 8.95 5 – 6 working days GLS
Lithuania € 8.95 5 – 6 working days GLS
Monaco € 4.95 3 – 5 working days GLS
The Netherlands € 4.95 2 – 3 working days GLS
Portugal € 7.95 5 – 8 working days GLS
Romania € 7.95 5 – 6 working days GLS
Slovakia € 5.95 4 – 5 working days GLS
Slovenia € 4.95 4 – 5 working days GLS
Spain € 7.95 5 – 7 working days GLS/ Seur
United Kingdom € 4.95 4 – 5 working days GLS

NOTE:
• Except for the UK mainland, we are unable to deliver to islands.
• Deliveries to the mainland of UK, France, Spain, Portugal, Denmark and all other mentioned countries in our FAQ's are accepted.
• We do not deliver to P.O. Boxes.

Shipment Tracking

Shipment Tracking

As soon as your order is shipped we will offer you access to the online tracking of our courier. There you can find the most up-to-date information available. Please be aware that it might take up to 24 hours from the receipt of your shipping details email before the online tracking is visible.
To view the online tracking, please see the following three options:

  • After your order has been shipped you will receive an email which contains the link to the online tracking of our courier.
  • If you are a registered customer you can also go to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Order Number” column. This takes you to the courier's website.
  • If you are not a registered customer you can track your order by clicking on the track and trace link on the bottom of the homepage. Fill in your order number (eight numbers and three capital letters, e.g. 01234567CEU) and billing last name. On the right side you find the tracking link which takes you to the courier’s website.

Dispatch Country

Dispatch Country

All Crocs™ product orders are dispatched from The Netherlands.

Request a Return

Return Policy

We will accept returns and provide full refund under the following conditions:

  1. Purchase was made at www.crocs.eu
  2. Items are in a like-new condition.
  3. Items are returned to us within 90 days after the delivery date.


Return Instructions

Once you complete the return request, you will receive an email with return instructions which will include a link to the return label. You should receive this email within the hour. Please follow the instructions there. If you did not receive the email, please first check your spam/junk folder, and otherwise contact our customer service.

Step 1: Fill in 'Order Number' and 'Email address' (as per your order confirmation)

We could not find the Order. Please try again.

Step 2: Please click the link in the return instructions email to access the label, print the label out, and then stick it visibly and securely to the outside of the return packaging. Then take the package to a local post office and send it to the address on the return label.

Note:

  • Return shipping is non-refundable.
  • Please allow 2 weeks processing time, after which the refund for the returned items will be sent back to the card/account used to place the order.
  • Crocs retail stores do not accept any returns of purchases made online.
  • You can return items from two (or more) different orders in the same return package (and therefore pay only once for return shipping). To ensure that we can process all the returned items correctly, please place a separate return request for EACH order, and stick ALL different return labels on the return package.
  • Products created for collaborations or special events may be returned however no later than 14 days:
    I. An order may be cancelled no later than 14 days of receipt of the product.
    II. Product to be returned no later than 14 days of cancelling order.

Return Shipping Costs

Return Shipping Costs

If for any reason you are not satisfied with your purchase you can always return unused/ unworn items within 90 days. We are unfortunately unable to meet the transport costs of item(s) returning to our warehouse in The Netherlands. Should the item(s) not be deemed faulty (or quality related issue), these costs will be determined by your local postal service.

Exchanges

Exchanges

Unfortunately Crocs™ currently cannot exchange any articles. The best way to receive a replacement is to initiate a return (click here for instructions) and to place a new order.

Detailed Return Instructions

Return Policy

Within 90 days after the delivery a return can be requested. The easiest way to do so is by using the RMA process below. This helps Crocs™ to properly process your return and refund:

  1. Please click on the link ‘Returns’ (under the heading Customer Service) at the bottom of the website you ordered from.
  2. Fill in your order number (eight numbers and three capital letters, e.g. 00012345CEU) and the last name on the order, as per your order confirmation.
  3. Click on the button ‘Return Item(s)’.
  4. Select the item(s) you wish to return and the reasons for each item.
  5. Confirm your return request by clicking the button ‘Continue return’.
  6. You will receive an email with return instructions which will include a link to the return label. You should receive this email within the hour. Please follow the instructions there.
  7. You will receive a full refund of the purchase price for the returned items within 10 working days after we have received the original item(s). The refund will be issued to the card/account used to place the order.

Please note: If you have received a defective item, please contact our Customer Service by sending an email to [email protected]. In this email, please include your order number (ending in CEU) and a short description of the defect. Please don’t return the faulty item(s) before you receive further instructions.

My Account

My Account

Sign up for a free account and have a better view on all your orders. Also manage your personal settings such as contact, shipping and payment information.

If you wish to create an account, please click here.

Please note: If you are signed up for the newsletter this doesn’t mean that you created an account. Likewise placing an order doesn’t create an account automatically.

If you have forgotten your password to log in please click here to reset your password.

Coupon Codes

Coupon Codes

A voucher code is a great way to save money when shopping online. It’s a special code that you enter at the checkout for an instant discount. We advise you to copy/past the codes in the shopping basket.

When you enter a valid voucher code on the checkout page, it automatically recalculates the amount due based on the discount connected to the code.

Please note: Coupon codes cannot be applied to orders that have already been placed! If you are having difficulties entering your coupon code, please contact our Customer Service before placing the order.

Would you like to be kept up to date on our special promotions? Sign up for the newsletter here and save €15 discount on your next order of €50+.

Newsletter

Newsletter

Our newsletter contains information about our special offers and updates about our new models. If you would like to sign up and save €15 off your next order of €50+, please click here.

Store Locator

Store Locator

Find your local Crocs™ stores and Crocs™ dealers using our shop locator map and location service.