Frequently Asked Questions
You can find answers below or contact our team to help you.
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Order Information and Tracking
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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.
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Changing or Cancelling Your Order
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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.
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Product Sizing
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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:
Size chart Page -
Invoice
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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.
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Security
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Security
We are confident about the transaction security we offer. Every payment is automatically processed in a secure and protected environment for financial information.
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Double Order
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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.
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Product Availability
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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. -
Material (Croslite)
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Material (Croslite)
What are Crocs made of?
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.
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Packaging
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Packaging
Crocs cares about the impact its products and packaging have on the environment and practices sustainability in its supply chain. A recent change in our packaging and shipping practices provides a great example of these efforts. Late in 2017, Crocs made the decision to move away from the use of cardboard boxes and began packaging and shipping its merchandise in poly bags. Our poly bags can be recycled, emit less carbon dioxide, and require less water than those used in cardboard box manufacturing. This change also substantially reduces our packaging waste and our carbon footprint during its transportation throughout our supply chain. The result is reduced environmental impact as compared to cardboard box usage.
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How to Clean Your Crocs
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How to Clean Your Crocs
Grime to shine in a few easy steps. Here’s the go-to-guide to rejuvenating your Crocs with minimum fuss and a little TLC.
How to Clean Your Crocs -
Fit and Comfort
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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.
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Straps and Rivets
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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.
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Product Warranty
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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
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Country of manufacture
Crocs™ footwear is manufactured in China, Italy, Mexico, Vietnam or Bosnia.
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Payment Methods
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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 Klarna UK,DE,FI,NL Clearpay UK
Shop now. Pay later with Klarna.
We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. Here’s how it works:
Step 1: Add products to your cart and select “Klarna” when you check out.
Step 2: Enter a few personal details and you’ll know instantly if you’re approved.
Step 3: Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.
Pay in 30 days
Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees.
Paying after delivery allows you to try before you buy and is the easiest way to shop online.
- Complete the payment in full after purchase at no added cost.
- Report returns directly in our app and only pay for the items that you keep.
- Not making your payment on time could affect your ability to use Klarna in the future.
- Debt collection agencies are used as a last resort
Klarna's Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.
Pay in 3 instalments
Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information
- A new way to pay that's an alternative to a credit card.
- 3 instalments gives you flexibility to shop without interest or hidden fees.
- Not making your payment on time could affect your ability to use Klarna in the future.
- Debt collection agencies are used as a last resort.
Klarna's Pay in 3 instalments credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.
Frequently asked questions
Visit our FAQ page to find out more about using Klarna.
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What is Clearpay?
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What is Clearpay?
Clearpay allows you to purchase from online store and pay later in 4 easy interest-free instalments.
How Does Clearpay work?
To pay with Clearpay:
- Add your items to the cart
- Select Clearpay as the payment option at the checkout
- Signup or use your existing Clearpay account
- Once approved, will despatch your order
Is there any interest on the amount paid?
No, there is no interest payable by you
Is there an order limit?
Yes, the maximum purchase amount using Clearpay on is.
What are other terms and conditions I need to be aware of?
Full terms & conditions are available at www.clearpay.com/terms
How often is repayment?
Clearpay offers your order to be paid in 4 instalments with repayment automatically occuring every 2 weeks.
How do I sign-up for Clearpay?
Select Clearpay as a payment method (or visit the website).
You can register as you complete your purchase.
How do returns work with Clearpay?
Merchants will be able to initiate all eligible refunds on your behalf. Once completed, your refund will be applied to your order.
Does Clearpay charge interest?
There is no interest payable by you if you place an order using Clearpay.
Can I place an Clearpay order with you over the phone?
Clearpay is available as an online payment method and requires login credentials for authorisation. Our team members or merchants are unable to place an order on your behalf.
Where can I find out more about Clearpay?
If you would like to know more about Clearpay, visit the Clearpay website www.clearpay.com for a comprehensive list of FAQs & terms. Clearpay’s Privacy Policy which can be found at https://www.clearpay.com/privacy-policy.
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Refunds
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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.
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Shipping and Delivery
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Shipping and Delivery
Countries Shipping Costs Delivery Time Carrier United Kingdom £ 4.95 4 – 5 working days GLS
For delivery to other countries please visit crocs.eu.
NOTE:
• Free Delivery available.
• Unfortunately we are unable to deliver to Islands.
Deliveries to the mainland of UK are accepted.
• We do not deliver to P.O. boxes. -
Shipment Tracking
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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. 01234567CGB) and billing last name. On the right side you find the tracking link which takes you to the courier’s website.
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Dispatch Country
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Dispatch Country
All Crocs™ product orders are dispatched from The Netherlands.
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Request a Return
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Return Policy
Please note that we now only accept returns within 30 days.
We will accept returns and provide full refund under the following conditions:
- Purchase was made at www.crocs.co.uk
- Items are in a like-new condition.
- Items are returned to us within 30 days after the delivery date.
- Only orders that are delivered to an address within the United Kingdom will receive a prepaid return label with The Royal Mail.
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)
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:- Before you return your order because you received the “wrong size”, please note that Crocs themselves and the invoice will always display the US sizes. Please check the size chart for more information before returning your shoes.
- 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.
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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.
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Return Shipping Costs
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Return Shipping Costs
If for any reason you are not satisfied with your purchase you can always return unused/unworn items within 30 days. Only orders that are delivered to an address within the United Kingdom will receive a prepaid return label with The Royal Mail to send the items back to our warehouse in the Netherlands.
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Exchanges
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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.
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Shipping Damage
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Shipping Damage
If you feel an item purchased at Crocs.co.uk was damaged during shipping, please contact Customer Service for an exchange or refund within 90 days of arrival.
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Detailed Return Instructions
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Return Policy
Within 30 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:
- Please click on the link ‘Returns’ (under the heading Customer Service) at the bottom of the website you ordered from.
- Fill in your order number (eight numbers and three capital letters, e.g. 00012345CGB) and the last name on the order, as per your order confirmation.
- Click on the button ‘Return Item(s)’.
- Select the item(s) you wish to return and the reasons for each item.
- Confirm your return request by clicking the button ‘Continue return’.
- 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.
- 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 CGB) 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% on your next order!Newsletter
Our newsletter contains information about our special offers and updates about our new models. If you would like to sign up you'll receive a coupon for 15% discount on your next order, please click here.
Store Locator
Store Locator
Find your local Crocs™ stores and Crocs™ dealers using our shop locator map and location service.
About Crocs UK