HELP & FAQs

You can shop on the official Crocs Vietnam website as a guest. However, for a more seamless shopping experience and access to exclusive benefits and special offers, Crocs encourages you to register for an account and become a The 1 member.

Member benefits include:

• Earn The 1 points: Easily collect points when shopping across multiple channels.
• Redeem rewards: Use your points to redeem cash vouchers and exclusive offers.
• Exclusive member benefits: Enjoy limited-time offers exclusively for The 1 members.

🎁 New members receive a VND 100,000 VOUCHER for their first order. Learn more about the The 1 membership program here.

How to register as a Crocs member:

- Step 1: Click on the registration link: https://www.crocs.com.vn/account/login

- Step 2: Enter your phone number.

- Step 3: Select your preferred method to receive the OTP via SMS or Zalo.

- Step 4: Enter the OTP.

- Step 5: Set up your PIN and agree to the Terms & Conditions and Privacy Policy.

- Step 6: Set up your security question.

Once you have successfully set up your security question, you will officially become a THE 1 VIETNAM member.

For detailed instructions and visual guidance, click here.

To add or remove a delivery address, you can:

1. Log in to your account.
2. Select “Shipping Addresses”.
3. Add a new address or edit/delete an existing address.

*For detailed instructions with visual guidance, please click here.

Please refer to the detailed shopping guide HERE.

You may cancel your order if it has not yet been shipped.

Please contact our Customer Service Team if you need to check your order status or require assistance with cancelling your order:

• Hotline: 1900 63 64 01 (from 9:00 AM to 6:00 PM daily)

• Email: CrocsVietnam@crocs.com.vn
  
  

Once your order has been cancelled, you will receive a confirmation email from Crocs Vietnam. Please note that we will not be able to change the order status once it has been cancelled.

Once you have completed your order, you will receive an Order Confirmation Email from Crocs Vietnam containing the details of your order.

If you have not received an email from Crocs Vietnam, please check your Spam, Promotions, and other email folders, as well as the email address you used to register your account.

If all the information is correct and you still have not received an Order Confirmation Email from Crocs Vietnam, please contact our Customer Service Team for assistance:

• Hotline: 1900 63 64 01 (from 9:00 AM to 6:00 PM daily)
• Email: CrocsVietnam@crocs.com.vn

Once you have placed your order, Crocs Vietnam's system will record the order and automatically send the order information to our warehouse for processing. Therefore, unfortunately, Crocs Vietnam is unable to make changes to the products in your order, even if the order has not yet been shipped. However, you may contact Crocs Vietnam for assistance with cancelling your order and placing a new one.

If any details in your order are incorrect, please contact the Crocs Vietnam Customer Service Team through the following channels:

• Hotline: 1900 63 64 01 (from 9:00 AM to 6:00 PM daily)
• Email: CrocsVietnam@crocs.com.vn

We are sorry that Crocs Vietnam may be unable to deliver your order if it falls under any of the following circumstances:

• Product quality issues: After the product quality inspection before packaging, if a product is found to have a manufacturing defect or does not meet our quality standards, Crocs Vietnam will take the necessary action. If the product is no longer available in your size, Crocs Vietnam will contact you to discuss a suitable solution for your order.
• Payment issues: Your payment has not been completed, or we are unable to verify your payment details.
• Delivery address issues: You may have accidentally entered an incorrect delivery address or provided incomplete information, preventing Crocs Vietnam from processing your order.

However, Crocs Vietnam will always contact you to inform you of the reason before cancelling your order. If you need further assistance regarding a cancelled order, please contact the Crocs Vietnam Customer Service Team through the following channels:

• Hotline: 1900 63 64 01 (from 9:00 AM to 6:00 PM daily)
• Email: CrocsVietnam@crocs.com.vn

If you are unable to pay for your order using a Credit/Debit Card, this may be due to one of the following reasons:

1. Payment limit

Each Credit/Debit Card has a payment limit set by the card issuer. If your card has reached its payment limit, you will not be able to use it to complete the payment.

2. Card-related issues

• Card not displayed
  If your linked Credit/Debit Card does not appear on the payment page, please exit and access the crocs.com.vn website again.
  If your card is still not displayed after refreshing the website, please try using another payment method.
  
  
• Payment not completed
  If your payment has been processed but the transaction has not been completed, please contact your card issuer to confirm whether the order amount has been deducted from your account balance before attempting the payment again.

You may also contact the Crocs Vietnam Online Customer Support Team for assistance.

3. Card not accepted by Crocs Vietnam

Crocs Vietnam may not accept Credit/Debit Cards issued in certain countries outside Vietnam, or cards issued by certain domestic or international banks.

4. Card payment restrictions

All payments made using Credit/Debit Cards are subject to the payment policies of the respective card issuer. If your card usage is suspected of violating these policies, the payment may be subject to certain restrictions, including the ability to pay for orders on Crocs Vietnam.

In this case, you can try using another Credit/Debit Card or choose a different payment method.

You may also contact your card issuer or the Crocs Vietnam Online Customer Support Team for assistance, especially if there have been no unusual transactions on your card recently.

You will not be charged any additional fees when making a payment with a Credit/Debit Card on Crocs Vietnam.

• Except for Credit Card installment conversion transactions – If you choose this payment option, you may be charged an additional processing fee depending on the policies of your bank or installment service provider.

Note:
If your Credit/Debit Card account is charged more than the amount shown on the Checkout page, please contact the Crocs Vietnam Online Customer Support Team for assistance.

• Hotline: 1900 63 64 01 (9:00 AM – 6:00 PM daily)
• Email: CrocsVietnam@crocs.com.vn

At Crocs Vietnam, you can choose one of two online payment gateways (OnePay or ZaloPay) to make a Credit/Debit Card payment:

• Choose your preferred payment gateway: OnePay or ZaloPay
• Review and select your billing address, then click “Complete Order”
• Enter your card details
  *For detailed instructions, please click here.

1. Eligibility

You can pay for your order using the 0% interest Credit Card Installment Payment method for products with a final payment value of VND 3,000,000 or more (after any applicable discounts or promotions).
 

2. Eligible Cardholders

The 0% interest installment program is available to holders of Visa, Mastercard, JCB, or American Express (AMEX) Credit Cards issued by participating banks.

 
Note:

• The 0% interest installment program is available for Credit Card payments only.
  
  
• You may only request to cancel your order before Crocs Vietnam hands the order over to the delivery carrier. Any cancellation, exchange, or return requests will not be accepted after the bank has successfully converted the transaction to an installment payment plan (after the delivery carrier has successfully picked up the order from the seller).
  
  
• A processing fee may apply when selecting the installment payment option for certain types of cards.

For more information, please visit the detailed Installment Payment Policy.

If you wish to make an early payment for a product purchased through the Credit Card Installment Program on Crocs Vietnam, please contact the bank or card service provider with which you registered for the installment plan. You may also review the installment terms and conditions of the banks participating in the 0% Interest Installment Program for more information.

Note:

• The early payment request will be reviewed and processed by the bank or card service provider with which you registered for the installment plan.
• An early payment fee may apply depending on the policies of the respective bank or card service provider.
• Please review the applicable terms and conditions carefully before requesting an early payment.

If you are required to pay the full order amount even though you have registered for Credit Card Installment Payment, it may be because your installment conversion request is still being processed by the bank or installment service provider.

 

To check whether your order has been successfully registered for Credit Card Installment Payment, please make sure that you selected Credit Card Installment Payment as the payment method for your order.

You can check this by going to Account → Select Order History → Select the order you want to check → View the Payment Method section on the Order Details page.

 
For installment conversion transactions where you have received your order but your credit card statement still shows the full purchase amount, please follow the instructions below:

If your order has a return/refund request that is not valid:

Please contact the Crocs Vietnam Customer Support Team for assistance.

If you have selected “Order Received” and there are no other issues:

Please contact the relevant bank or installment service provider for assistance.

When shopping on the Crocs Vietnam website, delivery times may vary depending on the delivery location.

• You can refer to the estimated delivery times for each area in Vietnam (see details here ):

Area	Standard Delivery
Ho Chi Minh City (HCMC) – Urban Areas	1–2 business days
Intra-region	1–3 business days
Inter-region (between HCMC, Hanoi, and Da Nang)	3–5 business days
Inter-region (from HCMC, Hanoi, and Da Nang to other cities in different regions)	5–7 business days
Con Dao District (Ba Ria - Vung Tau) – Phu Quy District (Binh Thuan)	7–10 business days (due to transportation by boat)

• Orders of VND 500,000 or more qualify for FREE SHIPPING (otherwise, a flat shipping fee of VND 40,000 per order will apply).

Note:

Delivery times may be longer than estimated for orders placed during public holidays, promotional periods, or certain events that may affect delivery, or when Crocs Vietnam is experiencing a high volume of orders.

During checkout, the website will display the available delivery options for your order. The total shipping cost will be automatically calculated and shown at checkout before you complete your order.

For orders that have not yet been shipped, you can contact the Crocs Vietnam Customer Service Team to request a change to your delivery address.

If your order is already in transit:

• If the new delivery address is within the same province/city, Crocs Vietnam can assist in updating the delivery information in the shipping system.
• If the new delivery address is in a different province/city, an additional shipping fee will apply according to the shipping carrier's fee schedule.

If you need further assistance, please contact the Crocs Vietnam Customer Service Team through the following channels:

• Hotline: 1900 63 64 01 (from 9:00 AM to 6:00 PM daily)
• Email: CrocsVietnam@crocs.com.vn

To better meet our customers' needs and protect their rights, Crocs Vietnam offers customers the option to inspect their orders upon delivery.

When receiving your order from the delivery carrier, you may open the Crocs Vietnam package to visually inspect the products. If the products are incorrect or the quantity does not match your order, please refuse the delivery and return the package to the delivery carrier.

If you receive products that you did not order or that are damaged or defective, please do not remove any tags or labels, keep the original packaging intact, and return the products to the delivery carrier.

If, during the order inspection with the delivery carrier, the quantity of products you receive does not match the quantity stated in your order:

You may refuse the delivery without having to pay any additional fees.

Alternatively, you may accept the order and contact the Crocs Vietnam Customer Service Team for assistance with verification:

• Hotline: 1900 63 64 01 (from 9:00 AM to 6:00 PM daily)
• Email: CrocsVietnam@crocs.com.vn

After reviewing and verifying the evidence with our warehouse team:

• If the shortage was caused by an error during the order fulfillment process at Crocs Vietnam, we will arrange to deliver the missing product(s) to the delivery address provided in your order, at no additional cost to you.
• If Crocs Vietnam can provide evidence confirming that all products in your order were delivered, we reserve the right to decline your claim.

Crocs Vietnam accepts returns for a refund or exchanges for another product. You can view the detailed Return, Exchange & Refund Policy here.

For Crocs Vietnam to accept your return, the product must meet all of the following conditions:

• The product must be unused.
• The product must not have been damaged due to improper storage, handling, or transportation by the customer.
• Gift items and Jibbitz™ accessories are not eligible for return or exchange.
• The product must have all original labels, tags, and attachments intact (except for warranty claims, where tags may no longer be attached).
• The product must be securely packed in a carton box for protection and returned to the delivery carrier.
• The order number must match the order information on the Crocs Vietnam website.

When you need to return or exchange a product, please submit your request through the Support Form↗︎ or via Zalo↗︎ for faster assistance. Our Customer Service Team will contact you and assist you as soon as possible.

Returned products will be inspected by the Crocs Vietnam Product Quality Assessment Team.

If the product has a manufacturing defect or does not meet the specified product specifications, Crocs Vietnam will refund the full value of your order.

If the product damage is caused by the customer, we regret that we will have to reject the return or exchange request and send the product back to your address.

Crocs Vietnam reserves the right to reject a refund for products/orders in the following cases:

• The product does not meet the return/exchange requirements. (Please refer to the Return & Exchange Policy HERE).
• The product is damaged due to the customer's negligence. (For example: exposure to body odor, chemicals, corrosive substances, flames, high temperatures, sharp objects, etc.)
• The product is damaged due to improper use or activities outside its intended purpose. (For example: using running shoes for contact sports or using hiking shoes as work shoes, etc.)

Crocs Vietnam will support you in exchanging the product for another item of equal or higher value, subject to agreement with the customer.

If you choose a product of lower value, Crocs Vietnam will not refund the price difference.

If you have not found a suitable replacement product, Crocs Vietnam will issue a shopping voucher of equivalent value to the original product for you to use on a future purchase.

You may also return the product and receive a refund. The refund processing time will depend on the card-issuing bank. For more information about refunds, please refer HERE.

Crocs Vietnam offers free two-way shipping for returns and exchanges on all orders, regardless of the reason, including manufacturing defects, size exchanges, or other return/exchange requests from the customer.

*Please note: Customers are required to use the shipping carrier designated by Crocs Vietnam for all returns and exchanges. Please do not use other shipping carriers without prior approval, as this may cause issues with Crocs Vietnam's order management and return/exchange process.

Refunds via Online Payment Gateway:

• If you paid through an online payment gateway, Crocs Vietnam will process the refund through the same payment gateway to the original account used for the payment.
• Refund processing time: 7–10 business days.

Refunds via Personal Bank Account:

• If you paid in cash, Crocs Vietnam will issue the refund to the bank account provided by you.
• Refund processing time: 10–14 business days.

Once Crocs Vietnam receives the returned product(s), we will inspect the product(s).

• If the product(s) meet the return/exchange requirements, we will process the request according to our policy and issue the refund as soon as possible.
• If the product(s) do not meet the return/exchange requirements, we will return the product(s) to you in accordance with our policy.