GENERAL INQUIRIES

  • Each product can only be exchanged 1 time (Applies to original price).
  • Only applicable to products purchased on website of Crocs Vietnam.
  • Return of goods will be at the sole discretion of Crocs Vietnam and will be based on the price at the time of purchase or product of equivalent value.
  • Crocs Vietnam reserves the right to evaluate the returned/ defective item prior to performing any repair or exchange.
  • Crocs Vietnam reserves the right to amend the website's policies and conditions for promotional items and special offers at any time.

Terms and conditions of exchange - return

 1. Time to return the goods (Applicable to orders arising from March 10th, 2022):

  • With full-price products: The return period for the order you have purchased at website is 15 days.
  • With promotional products: Only be exchanged with the same product within 05 days.

>> Valid return time is counted from the date you receive the product (based on the postmark) until you proceed to send a return request to Crocs' information receiving channels such as: Crocs Vietnam mailbox / Facebook / Hotline.

    2. Return requirements: The return order will not be accepted by Crocs Vietnam if it does not meet one of the following conditions

    • Unused, unwashed, not laundered, no strange smell.
    • Product with intact label, accompanying product box (if any).
    • Customers have orders’ information on website.
    • The goods are not faulty due to the storage and transportation of the user.
    • Exchange - return policy does NOT apply to product categories included in gifts, accessories.

       3. Time and method of Refund:

      • Coupon: After confirming that your returned product is eligible for refund, Crocs Vietnam will send you a coupon code equivalent to the value you purchased to continue shopping on the website https://crocs.com.vn/ via your personal email with the coupon's terms and conditions. Coupon refunding time is from 1-2 working days.
      • Refund via online payment gateway: After Crocs Vietnam receives the return product, if you have paid for the order and used credit/debit card payment, you will receive the refund within 7 to 10 working days via the domestic debit card, and can be up to 30 working days for the international credit card; the process is also depended to customer’s bank.
      • Refund via personal account number: In case you pay the order by Cash on Delivery (COD), the refund will be proceeded within 10-14 working days.

      *** Note: Coupon is only applicable at website, NOT in store.

       4. Exchange-return process:

      • Crocs Vietnam will send the replacement/refund/refund product code to you after receiving the returned product.
      • Customers are required to contact the customer service department or submit an online request at the purchase history in the customer's account when there is a need to exchange/ pay to get feedback on appropriate handling.
      • Customers are required to return the products to Crocs Vietnam or Crocs Vietnam will collect the exchange products, Crocs Vietnam will deliver the new product to customer after having quality inspection.
      • Customers will have complimentary delivery fees if a result of manufacturer’s error, or buy full price. For the remaining cases, customers are requested to pay all return costs. Customer Care Department will send an email for you to inform about the estimated shipping cost that you will pay. This fee has been partially supported by Crocs compared to the fee of the Carrier. The exchange / return will only be conducted when you confirm your agreement with this cost. 
      • All requests of returns must be accepted in advance by Crocs.com.vn for proper handling. In addition, for online purchases, the exchange can only be done through the website crocs.com.vn, not at the store.

      *** Note:

      • Promotional products are NOT eligible for returns and refunds.
      • In case the product is out of size, Crocs will support you to change to another product of equal or higher value than the old product. (Crocs does NOT refund the difference if you choose a lower value product).
      • In case the product is changed to all sizes but you have not found another product you like, Crocs will refund the coupon with the same value as the product. (Coupon is only applied at website crocs.com.vn, NOT at the store).
      • Customers are required to use the Shipping Partner designated by Crocs Vietnam for goods exchange / return cases, do not arbitrarily use other Shipping Partners to avoid errors that affect the order control process of Crocs Vietnam.

      Steps to be followed:

      Contact Customer Care Department for instructions via one of the following ways:

      • Call Center : 1900 63 64 01 (from 09h00 to 18h00 daily)
      • Email: CrocsVietnam@crocs.com.vn