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Frequently Asked Questions

How can I update my personal account information?

If you need to change your personal information, please click "Member Log-in", and then enter your username, password and the CAPTCHA. Then you go to “My Account " --> "Contact Information" to change your personal information, and then click "Save".

How can I check my order history?

Please login and check the status of your orders under “My Orders”.

Is my membership information secure?

Please do not worry. Your privacy is duly protected and will not be used, sold or otherwise compromised for any purposes.

I forgot my account password.

Click on Sign in at the top of the page and then on the ‘forgot password’ link. We will send a new password to your email address.


Can I know more about the Order Status?

You will receive an order confirmation email from Crocs online store if your order is successfully paid. To ensure you get the latest order updates, please make sure the email address you entered during checkout is correct.

  • "Pending": An order has been placed but not yet been paid or payment is failed. Our system will cancel all "Pending" orders automatically at 12 a.m. of the next day and the order status will change to "Cancelled".
  • "Processing": You made the payment successfully and your order is under processing. The order information cannot be changed at this stage.
  • "Completed": Your order has been dispatched from our warehouse.
  • "Cancelled": Your order has been cancelled by our system due to payment failure or you have made return request and it is accepted by us.

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 contact our customer service for the assistance.

What happens if I submit duplicate orders?

Please contact our online Customer Service for assistance.

My shoes are defective, what should I do?

Please contact us within 14 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 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. This can be due to a number of reasons such as stock availability when the size goes out of stock before the order is processed. If your order (or part of your order) is cancelled, your payment will be refunded. It can take up to 20 working days depending on your payment method. Please contact us if you do not see your refund within 20 working days.

What are the payment options available?

We accept online payment by using MASTERCARD, VISA, UnionPay, Alipay, WeChat Pay, Tap&Go and Octopus.

Return and refund

What is the “14-day Unconditional Returns Service”?

We aim to provide a satisfactory after-sales service including but not limited to accepting unconditional returns of unsatisfactory products within 14 days upon receipt of order confirmation.

  • Products can be returned if the following conditions are fulfilled:
  • No damage or stains
  • With all parts originally included with the product
  • Unworn, unused, and unwashed
  • With original packaging and tags intact
  • Resalable

How to return my order?

Please contact our customer service staff for any return request.

Do I have to pay for return shipping?

Yes, return shipping is non-refundable.

Can I return the shoes to any of the Crocs retail stores?

Yes. However, If you return the order at Crocs Retail Store, unless there is defective problem or product quality problem, otherwise all returns would have an additional HK$30 handling charge. The charge will be deducted from the total refund amount which will be revealed on the “Return Request Confirmation” email.

When can I get my refund?

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 2 weeks for the quality check. Once approved, the refund is processed within 1-2 working days to the payment service provider (example: credit card). Please contact us, if you do not receive your refund within 20 working days.

Any delivery methods are available?

We provide Home Delivery, Pick up at S.F. Stations / Locker and In-store Pickup. Kindly refer to the Delivery Policy.

What are the shipping charges?

Free shipping with net purchase of HK$600 or above. For order less than HK$600, the delivery charge is HK$50 per order.

What is the delivery time?

  • Commercial and industrial areas: 3 – 5 working days
  • Outlying islands: at least 5 working days
  • No delivery service on Saturdays, Sundays and public holiday

Do you ship outside of Hong Kong?

Hong Kong and Macau only.

What happens if I don’t pick up my order before the deadline?

If you did not pick up the product within 3 days at S.F.Station, the order will be temporarily reserved and we will contact you by phone. If you did not pick the product till the fifth day, the order will be automatically cancelled and the product will be returned to Crocs.

What is the latest time that a door-to-door delivery can be made?

The regular delivery time of S.F. Express is 19:00. In case of any special situation, you can call S.F. Express to reserve a time. The delivery can be made at 21:00 at the latest. Service hotline of S.F. Express: (852) 2730 0273

What should I do if I received the wrong products?

Please contact us and specify your order number, item in order and wrong item received. Our customer service will assist you with a product exchange.

Size charts

Size charts can be found in the link under the size selections on each product page or individually in the links below:
Refer to size chart here

Promotion code

How do I use a coupon code?

1. Enter the discount code in the page of shopping cart under “Item Subtotal”.
2. Click on "Apply”.

If the discount code you entered is correct, the relevant discount information will be displayed on the order. If the discount code is incorrect or invalid, you will see an invalid prompt.
*** If the discount amount is not deducted after entering the discount code, please check if the code has expired or if the selected items are eligible for the discount. For more details, please refer to the "Terms and Conditions" of the discount code.

My 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 retail stores.

Promotion code terms and conditions

  • The promotion code must be entered before completing the order to be valid.
  • The promotion code is non-transferable and cannot be exchanged for cash or credited.
  • Certain promotion codes can only be used once.
  • Only one promotion code can be used per order.
  • The promotion code may not be applicable to all product categories. Please refer to the specific terms and conditions of each promotion code for detailed eligibility and conditions.
  • Any promotion code cannot be applied to items sold at regular price. Items purchased with a promotion code are eligible for return and refund (please refer to the "14-day Unconditional Return Policy"). The refund amount will be based on the actual payment made. If your order is returned or refunded, the associated promotion code cannot be used again.
  • If you have any questions regarding the promotion code or an order placed on the Crocs™ Official Online Store, please contact customer service representatives.
  • In case of any disputes, the Crocs™ Official Online Store reserves the right to make the final decision.


Crocs shoes care instructions

To keep your Crocs in good condition, avoid exposing them to direct sunlight and refrain from placing them in a dishwasher, washing machine, or hot car, as this can cause the shoes to shrink or deform. Instead, hand wash them using cold water and mild soap.
For Crocs made of metallic leather, gently wipe them clean with a soft rubber sponge or slightly damp cloth.
If your Crocs are made of leather, remove dust and dirt by wiping them with a damp cloth. Use a cotton brush to apply a natural wax-based shoe cream or wax in a spiral motion. Avoid using harsh chemicals such as alcohol, detergent, or liquid, as they can strip away the shine and luster of the shoes.
For suede and lambswool-lined Crocs, gently clean the upper with a soft wire brush or plastic brush and spray them with a water-resistant impregnation spray.