Frequently Asked Questions

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

Where is my order number?

You order number is in the email confirmation received at the time of purchase.

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.

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.

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.

I did not receive order confirmation.

Please contact us and specify order date and items ordered.

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.

What are the payment options available?

All payment is 100% convenient, safe & secure.

Do you allow exchanges?

Yes, we accept exchanges at our Crocs Concept stores and selected partner stores (Crocs Partner Store Cleveland - QLD, The Crocs Shop Hobart - TAS)
Check our Exchange policy.

How to return my order?

We accept returns for all unworn items with 100% money-back-guarantee.*
Return label must be initiated within 45 days of purchase. You have 90 days to return your order.

1. Go to Returns page, enter your “order number” and “email address” to initiate a return.
2. You will receive an email confirmation with details on where to mail your return parcel.
3. Important: Include your RMA (Your order number ending with “CAU") and your full name clearly on the outside of the parcel with the warehouse address.
RMA- [Your order number ending with 'CAU'] - [Your full name]
Failing to include RMA + Full name may result in delays with return processing.
4. Mail your return back to us at the address listed in your order return confirmation email. Customer is responsible for cost of return shipping. Return shipping is non-refundable. Please allow up to 4 weeks processing time from day parcel is received by us.

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.

Do I have to pay for return shipping?

Yes, return shipping is non-refundable.

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.

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 1 to 2 weeks for the quality check. Please note: As part of their COVID 19 initiatives our warehouse has enforced a 1 week quarantine on all returns. This will take place before the quality check and thus delay your refund by 1 week until further notice. We appreciate your understanding in ensuring the safety of our employees. 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.

What are the shipping charges?

Order Amount Shipping Charges Delivery Time
A$60+ Free 2 - 4 business days
Below A$60 For shoes: A$5.99 per order
For jibbitz only: A$2.99 per order

What is the delivery time?

Please allow for 2-4 business days to process your order.

Orders are shipped on Monday-Friday, excluding public holidays.
Delivery may take up to 7 business days.

Who is the courier service?

We ship all orders through Star Track.

Does Crocs deliver to restricted zones and PO boxes?

We ship all orders through Star Track.

Delivery outside of Australia.

Overnight and international shipment(Including New Zealand) are currently not available.

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.

I received wrong delivery.

Please contact us and specify your order number, item in order, wrong item received. We will exchange the items to the correct ones.

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:

I did not receive newsletter with discount after signing up.

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

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.

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.

Do you issue or accept gift cards?

We do not issue or accept gift cards or account credits for online purchases on However, our Crocs Concept Stores can issue and accept Store Vouchers.

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.

Caring for your Crocs

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.