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Customer Support

Frequently Asked Questions

Order Issues

1. Where can I find my order number?
Find you order number on the email confirmation you received at the time of purchase.

2. I have ordered a wrong size, can I do an exchange?
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.
3. Can I change or cancel my order when my order has not ship yet?
We process your order as soon as you make a purchase. So we are not able to process any change even if it is not yet being shipped.You may return any items to us once you receive your order. Returned items have to be in line with our Return policy.
4. What should I do if I received a defective item?
If you have receive a defective item, please send us an email enquiry within 7 working days from the day you receive your order. Kindly note that the shoes need to be unworn and with all the tags attached.

Send us an email enquiry to customerservice_sg@crocs.com. Please specify the defects and attach a picture of the shoes.
5. What can I do if I have forgotten 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.
6. What should I do if I didn't receive my order confirmation in my email after I have made a purchase?
Kindly send us an email enquiry to customerservice_sg@crocs.com. Please specify order date and items ordered.
7. Why was my order cancelled?
Very few orders are being 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. If you do not see your refund within 20 working days, please email us at customerservice_sg@crocs.com.


Promotions and coupons

1. I have signed up for the newsletter, but I did not receive any coupon code in my email.
When you sign up for our newsletter, we send you an automated welcome coupon to your email inbox. Please check your spam/junk folder.

Please add email@crocs-email.com to your address book to receive our upcoming offers.
2. How can I use my coupon code?
Type the coupon code into a dedicated field marked 'enter coupon code' at the bottom of the shopping cart and click ‘apply’. Please check that your coupon code is successfully applied in the order summary.

3. Why isn’t my coupon code 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.


Payment

1. What are the payment options available?
All payment is 100% convenient, safe & secure.



Shipping and delivery

1. What are the shipping charges?
Order Amount Shipping Charges Delivery Time
S$60+ Free 2 - 4 business days
Below S$60 S$5.90 2 - 4 business days

2. What is the delivery time of my order?
The average delivery takes up to 2-4 business days to reach you. Our orders are shipped from Monday to Saturday, 9am to 10pm, excluding public holidays.
3. Who is the courier service for Crocs Singapore webstore?
We ship all orders through NINJA VAN, a reliable carrier specializing in online shopping delivery.
4. Does Crocs deliver to restricted zones and PO boxes?
Unfortunately, we are not able to deliver to PO boxes or to restricted zones such as camps, ports and airports.
5. What if I am unable to receive the parcel at the 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. Can I place an order to deliver out of Singapore?
Unfortunately, currently we only ship within Singapore.
7. How can I track my delivery status?
Click on Track order, enter your “order number” and “last name” to start tracking your order.
8. What should I do if I have received wrong delivery?
Kindly send us an email enquiry to our customerservice_sg@crocs.com. Please specify your order number, item order, item receive. We will exchange the items to the correct ones.


Returns and refunds

1. How do I proceed to return my order?
Go to our Return policy and instructions, enter your “order number” and “last name” to return your order.
2. Is there any product warranty?
Crocs are covered by a 180 days warranty. It applies to defects in materials and workmanship for 180 days from the date of receipt of product. Upon return of defective merchandise, it will be inspected and evaluated. To receive a full refund, the shoes need to be unworn and with all the tags attached.

Send us an email enquiry to customerservice_sg@crocs.com. Please specify the defects and attach a picture of the shoes.
3. Do I have to pay for returned shipping?
Yes, return shipping is non-refundable.
4. Can I return the shoes to any of the Crocs retail stores?
Unfortunately, Crocs retail stores do not accept any returns for online purchases.
5. When can I get my refunds?
We processed 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 will be processed within 1-2 working days to the payment service provider (example: credit card, PayPal). The time taken for the refund to be visible in your account may vary depending upon the service provider. If you still do not receive your refund within 20 working days, please email us at customerservice_sg@crocs.com.


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
SG
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
SG
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
SG
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
SG
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
SG
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.


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