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Frequently Asked Questions
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Purchases and returns
What if I can not find my country in the scroll down menu?
If your country is not listed in a scroll down menu, then it means we do not dispatch items to your country. Please do NOT enter a different country instead. Your order will be cancelled and a refund will follow a.s.a.p.
How do I cancel an order?
Orders cannot be changed, cancelled, or modified once it has been placed.
What is the return policy on Crocs™ products bought at the webshop?
The return policy is detailed in our Terms of Use
What if I want to exchange my item?
- Crocs is not responsible for customer’s size nor colour selection, therefore no exchange can be accomplished in this case.
- Only defective items under warranty can be exchanged.
- Please see our Terms of Use
How to return a product for refund?
- If you are a registered customer, then please log into your account. An RMA (Return Material Authorization) number can be requested next to the order details within 30 days after the delivery date.
- If you're not a registered customer, then please go to the Customer Service page and fill in your order number and name. Your order details will then show after which you can select the products you want to return.
Within a few days you will receive an RMA (Return Merchandise Authorization) number. Please send the items back using the return label which we will be sending to you when confirming your RMA number.
For returns accomplished without an RMA number, administration costs for the amount of £ 4.95 will be deducted from the total amount that is to be refunded. From 1 September 2010 packages without an RMA number will not be processed anymore.
You will get a refund within 10 business days after we have received the original items. The refund will be issued to the original card/account.
NOTE 1: Your package is not allowed to be heavier than 2 kg (4.4 Lbs). When you have more than 2 kg to return, please, use the second label and send two separate packages.
NOTE 2: Customers from Estonia, Lithuania, Monaco, Northern Ireland, Poland and San Marino can NOT use the return label. We are currently working on a solution for these countries. If you are from one of the above mentioned countries, you can send your return package to the following address: Crocs Warehouse, Internet sales, Shannonweg 68, 3197 LH Rotterdam, The Netherlands.
If you belong to any of the above mentioned countries, please let us know as soon as a new order has been placed. We will then refund your shipping costs. See our Terms of Use
Is it safe to order online with my credit card?
Yes, we are confident about the transaction security we offer. Every payment is automatically processed in a protected environment of the financial information.
What are the payment options per country?
We currently accept different kinds of payment options per country:
Country
Payment Options
All countries
Visa Credit Card Visa Electron Visa debit MasterCard Credit Card American Express Credit Card Diners Credit Card Pay Pal France
Carte Bancaire Carte Bleue Carte Bleue Germany
Giropay Netherlands
iDeal United Kingdom
Solo Maestro Maestro Will Crocs replace broken rivet (black pin with logo), and/or strap?
If you are a websales customer and if your strap/rivet breaks within a warranty period, then, please, contact us at websales@crocs.eu, give us the size, colour and model of the strap.
We will send you a replacement strap if our stock allows it.
If you are not a websales customer please contact your authorized Crocs dealer with any complaints you might have. If your dealer does not have the requested spare parts on stock, he/she can order them from Crocs.
What is the warranty on Crocs™ footwear?
The warranty on Crocs™ footwear applies to defects in materials and workmanship for 30 days from the date of product receipt.
Upon return of defective merchandise to the proper address, it will be inspected, evaluated, replaced, returned or credited (including shipping costs) in a timely manner. See our Terms of Use
My order has been placed twice by error, or I do not know if it has been placed at all?
In case you receive multiple order confirmations with different order numbers, this means you have placed 2 or more orders. If this wasn't your intention you should immediately send an email to websales_UK@crocs.eu
How long does it take to receive an order?
If the product, you have purchased, is in stock, your order should arrive within 10 business days.
I do not have a credit-card. Is there any other way to pay?
You can pay by the following credit cards: Euromastercard, Visacard, Dinersclub and American Express. You can also pay with Pay Pal.
If you live in The Netherlands, you can also pay by means of iDEAL, an online payment method, which allows payments to be made using online banking of ABN/AMRO, Postbank, Rabobank, Fortis and SNS.
What are the shipping costs if I place an order (footwear and/or apparel) online?
- For The Netherlands, Belgium, UK and Germany the shipping costs are £ 4.95 per order.
- For France the shipping costs are £ 6.95 per order.
- For Greece, Ireland, Lithuania, Latvia, San Marino, Hungary, Italy, Austria and Spain the shipping costs are £ 9.95 per order.
- For Luxembourg, Monaco, Estonia, Portugal, Poland, Slovakia, Slovenia, Sweden, Czech Republic and Denmark the shipping costs are £ 14.95 per order.
- Crocs EU does not ship web orders outside of Europe.
Note: The minimum order for Greece and Sweden must be for the amount of £ 80.00
May I change or add anything to the order that has already been placed?
- If the order has been placed, we can not change it.
- If you chose the wrong model or size, you can return it as soon as you receive it. Please refer to our return policy on the website.
- If you want to order more items, then please place a new order in our webshop.
Which countries does Crocs Europe deliver orders to?
- Austria
- Belgium
- Czech Republic
- Denmark
- Estonia
- France
- Germany
- Greece
- Hungary
- Ireland
- Italy
- Latvia
- Lithuania
- Luxembourg
- Monaco
- Netherlands
- Poland
- Portugal
- San Marino
- Slovakia
- Slovenia
- Spain
- Sweden
- United Kingdom and Northern Ireland
NOTE:
- We only ship to the mainland of the UK, France and Spain
- No orders will be sent to a P.O. Box
What are the shipping costs of a jibbitz order placed through your web site?
If you order only Jibbitz™ shoe charms, then shipping costs will be £ 2,95 (4+ Jibbitz™).
If you have an order that combines Crocs™ shoes and/or Crocs™ apparel and Jibbitz™ shoe charms, standard shipping costs for your country will be used.
Please view the following FAQ: “What are the shipping costs of footwear and/or apparel?” for an overview of the shipping costs.
How will I receive the invoice of my order?
Please note your invoice will be sent to you via email.
What is the voucher code? How can I use it?
The voucher code is for special promotions.
Our newsletter regularly contains special discount codes for our loyal customers.When you enter a valid voucher code on the check-out page, it automatically recalculates and gives you the discount connected to the code.
Would you like to be kept up to date on our special promotions? Sign up for the newsletter here.
About Crocs™ Shoes
Where are the shoes manufactured?
China, Italy and Mexico
Why are Crocs™ shoes beneficial for my feet?
Beyond being comfortable, the shoes have some features which make them especially good for feet.
The shoes are designed with built-in arch support, circulation nubs and an orthotic heel cup to support and protect the heel. In addition, CrocsTM shoes are ventilated for cooling and filtering purposes. They are also slip and marking resistant.
How do I care for my Crocs™ shoes?
- Fit: to adjust your CrocsTM shoes, grasp the heel strap with both hands on either side of the “”crocs”" wording and gently stretch outwards from the middle until it retains the desired fit. For a customized fit that can be adjusted for any activity, use the crocs turbo strap.
- Clean: keep your CrocsTM shoes clean by rinsing them with cold water and soap, or to bring them back to their original luster, try crocsbutter.
- Heat: do not expose your CrocsTM shoes to extreme heat or intense sunlight for an extended period of time. Due to the unique nature of the CrosliteTM PCCR material, high temperatures can cause them to warp.
- Grip: CrocsTM shoes are known for their great grip but like any performance tire, when the tread becomes worn, their grip becomes compromised. That’s when you know it’s time to treat yourself to a new pair.
What is Croslite™?
CrosliteTM is a proprietary Closed Cell Resin (PCCR) material which is NEITHER plastic NOR rubber. CrosliteTM PCCR material is closed cell in nature and anti-microbial, which virtually eliminates odour. It is an extraordinary impact-absorbing resin material developed for maximum cushioning. Its closed cell properties resist odour, inhibit bacterial and fungal growth and are non-toxic. This versatile material can be worn next to skin and be cleaned with just soap and water.
Is there a dealer in the area where I can try on a pair?
Crocs Footwear has been expanding at an explosive rate. Please use the shop locator to see if there is a shop near you.
What happens when the tread wears down on my Crocs?
Just as the tread on a performance tire wears over time and loses its ability to grip the road, the tread on your Crocs shoes will wear as well.
When it does, the slip-resistant nature of your Crocs will be compromised. So when the treads are worn, treat your feet to a new pair!
Do you have Crocs for kids?
Yes. Our kids sizing starts with C4/5, C6/7, C8/9, C10/11, C12/13 and then M1/W3 or J1/3, M2/W4 or J2/4, M3/W5 or J3/5.
The letter C stands for Children’s, J stands for Juniors’, M stands for Men’s and W stands for Women’s. Please visit our web shop.Why name a shoe Crocs?
We came up with the name Crocs because crocodiles are tough and strong animals with no natural predators.
Crocodiles are equally good on land and in water. They live for a very long time. A great description for our Crocs shoes!
Where can I purchase Crocs Footwear and accessories?
The items can be purchased at our online shop or through a variety of individual dealers. The shops can be located through our website according to the country. Find a shop near you!
What material are Crocs™ made of?
The material is called Proprietary Closed Cell Resin (PCCR) which is NEITHER plastic NOR rubber. PCCR is closed cell in nature and anti-microbial, which virtually eliminates odour.
I can not find the model I want on the website?
At this moment we don’t have that model in our collection. Please sign up for our newsletter. You will receive a newsletter with our new models as soon as we have them in stock.
How do the sizes work?
We have a European size, a UK size and a USA size. Compare your size with the USA size for Crocs. The M stands for Men and the W for Women.
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