Hỗ trợ và Giải đáp thắc mắc

Các câu hỏi thường gặp về dịch vụ khách hàng.
Bạn có thể tìm câu trả lời bên dưới hoặc liên hệ với Bộ phân Chăm sóc Khách hàng Online của chúng tôi để hỗ trợ bạn.

TÀI KHOẢN

  1. Tại sao tôi nên đăng ký tài khoản mua hàng trên website?

Quý khách có thể đặt mua hàng trên website của Crocs Việt Nam với tư cách là "Tài khoản khách". Tuy nhiên, chúng tôi khuyên bạn nên đăng ký tài khoản để nhận được những lợi ích như:

Nhận được thông báo về các chương trình ưu đãi hấp dẫn của Crocs Việt Nam.
Danh sách địa chỉ - thông tin nhận hàng của Quý khách sẽ được lưu lại sẵn.
Xem lại các đơn hàng đã mua trong quá khứ tại mục "Đơn hàng của tôi"
Kiểm tra trạng thái của các đơn hàng gần đây.

Điều này sẽ giúp Quý khách tiết kiệm thời gian khi đặt hàng tại cửa hàng trực tuyến của Crocs Việt Nam!

  1. Làm thế nào để tạo tài khoản trên website Crocs Việt Nam?

Quý khách vui lòng xem chi tiết TẠI ĐÂY.

  1. Làm thế nào để thêm/xóa địa chỉ của tôi?

Quý khách vui lòng xem hướng dẫn chi tiết TẠI ĐÂY.

  1. Làm gì nếu quên mật khẩu đăng nhập?

Quý khách vui lòng xem hướng dẫn chi tiết TẠI ĐÂY.

ĐẶT HÀNG

  • Làm thế nào để đặt hàng?

    Quý khách vui lòng xem hướng dẫn chi tiết TẠI ĐÂY.

  • Làm thế nào để hủy đơn hàng đã đặt?

    Quý khách có thể hủy đơn hàng đã đặt nếu đơn hàng của Quý khách chưa bắt đầu được vận chuyển.

    Xin vui lòng liên hệ với Bộ phận Chăm Sóc Khách Hàng của chúng tôi nếu Quý khách cần kiểm tra trạng thái đơn hàng hoặc cần trợ giúp hủy đơn:

    •  Tổng đài: 1900 63 64 01 (từ 09h00 đến 18h00 hàng ngày)
    • Email Bộ phận Thương Mại Điện Tử (Crocs Việt Nam Online): ecom@crocs.com.vn

    Sau khi đơn hàng đã được hủy, Quý khách sẽ nhận được email xác nhận của Crocs Việt Nam. Vui lòng lưu ý rằng chúng tôi sẽ không thể thay đổi trạng thái của đơn hàng sau khi đã hủy.

  • Làm thế nào để biết được đơn hàng đã được đặt thành công?

    Sau khi hoàn tất đặt hàng, Quý khách sẽ nhận được Email Xác Nhận Đặt Hàng từ Crocs Việt Nam cùng với thông tin chi tiết của đơn hàng Quý khách đã đặt.

    Nếu Quý khách chưa nhận được email từ Crocs Việt Nam, vui lòng kiểm tra lại tất cả thư mục Spam, Quảng cáo, ... và địa chỉ email mà Quý khách đã dùng để đăng ký tài khoản.

    Nếu tất cả thông tin đã chính xác và Quý khách vẫn chưa nhận được Email Xác Nhận Đặt Hàng từ Crocs Việt Nam, vui lòng liên hệ với Bộ phận Chăm sóc Khách hàng của chúng tôi để được hỗ trợ:

    • Tổng đài: 1900 63 64 01 (từ 09h00 đến 18h00 hàng ngày)
    • Email Bộ phận Thương Mại Điện Tử (Crocs Việt Nam Online): ecom@crocs.com.vn
    • Email Bộ phận Chăm Sóc Khách Hàng (Offline): ce@crocs.com.vn

  • Tôi có thể đổi sản phẩm trong đơn hàng sau khi đã đặt hàng thành công không?

    Sau khi Quý khách đặt xong đơn hàng, hệ thống của Crocs Việt Nam sẽ ghi nhận và tự động gửi thông tin đơn hàng của Quý khách xuống kho để xử lý. Do đó, rất tiếc rằng Crocs Việt Nam không thể thay đổi chi tiết các sản phẩm trong đơn hàng ngay cả khi đơn hàng của bạn chưa được chuyển đi. Tuy nhiên, Quý khách có thể liên hệ với Crocs Việt Nam để được hỗ trợ hủy đơn và đặt lại một đơn hàng mới.

    Nếu bất kỳ chi tiết nào trong đơn hàng của Quý khách không chính xác, vui lòng liên hệ với Bộ phận Chăm Sóc Khách Hàng của Crocs Việt Nam tại đây:

    • Tổng đài: 1900 63 64 01 (từ 09h00 đến 18h00 hàng ngày)
    • Email Bộ phận Thương Mại Điện Tử (Crocs Việt Nam Online): ecom@crocs.com.vn
    • Email Bộ phận Chăm Sóc Khách Hàng (Offline): ce@crocs.com.vn

  • Tại sao đơn hàng của tôi bị hủy?

    Crocs Việt Nam rất tiếc không thể tiến hành giao đơn hàng Quý khách đã đặt nếu đơn hàng gặp phải một trong các trường hợp dưới đây:
    • Chất lượng sản phẩm không đạt tiêu chuẩn: Sau quy trình kiểm tra chất lượng sản phẩm trước khi đóng gói, nếu phát hiện sản phẩm gặp vấn đề từ phía nhà sản xuất hoặc không đủ tiêu chuẩn để giao đến cho Quý khách, Crocs Việt Nam sẽ tiến hành xử lý sản phẩm. Trong trường hợp sản phẩm đã hết size của Quý khách, Crocs Việt Nam sẽ liên hệ trao đổi phương án giải quyết phù hợp với đơn hàng mà Quý khách đã đặt.
    • Các vấn đề về thanh toán: Thanh toán của Quý khách chưa được thực hiện hoặc chúng tôi không thể xác minh chi tiết thanh toán của Quý khách.
    • Vấn đề về địa chỉ giao hàng: Có thể Quý khách đã vô tình nhập sai địa chỉ nhận hàng hoặc không đầy đủ thông tin để Crocs Việt Nam có thể xử lý đơn hàng của Quý khách.

    Tuy nhiên, Crocs Việt Nam sẽ luôn liên hệ với Quý khách để thông báo lý do trước khi hủy đơn. Nếu cần hỗ trợ thêm bất kỳ thông tin nào về đơn hàng hủy, Quý khách có thể liên hệ Bộ phận Chăm Sóc Khách Hàng của Crocs Việt Nam qua:

    • Tổng đài: 1900 63 64 01 (từ 09h00 đến 18h00 hàng ngày)
    • Email Bộ phận Thương Mại Điện Tử (Crocs Việt Nam Online): Mại Điện Tử (Crocs Việt Nam Online): ecom@crocs.com.vn

Pricing & Payments

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Price Adjustments

Yes, we price match! If an item you buy on our website drops in price within 14 days of your original purchase, we will honor the new online price at your request. The price adjustment will be issued with proof of purchase via a refund back onto your original form of payment.

This price match offer is only valid on purchases made on Crocs.com and we will only match prices listed on the Crocs website.

No refunds or store credit will be given for free items, only a coupon for your next order. Items marked “Final Sale” cannot be returned or exchanged and are not subject to price adjustments.

Crocs reserves the right to change this policy at any time.

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Crocs Coupon Information and Promotion Codes

Crocs™ coupon and promotional codes need to be applied in the cart prior to checking out. You can apply your coupon or promotional code in the "Promo or Coupon Code" field on the left side of the cart, under the list of shoes being ordered. Make sure to hit the apply button in order to ensure your coupon is applied appropriately. Once applied, you will see the price change in the cart.

Looking for a coupon code? See our latest offers.

We are not able to apply coupons once orders are placed. We do want you to enjoy your discount at Crocs.com and hope that you'll hold on to the coupon code for a future order. If your coupon code is valid for a short time, you can watch for new promotions and discounts by signing up for our newsletter.

** Please note that there may be an exclusions list for certain coupons or promotional codes. This information can be found after you apply the coupon. Under the pricing area, you will see your coupon applied with a details link next to it that will list any applicable exclusions for your convenience. **

Usually, if a coupon code isn't working, it's been entered incorrectly or has expired. Please check your coupon code for the following:

  1. Coupon codes are often case sensitive, so be sure you're entering it in the proper case. Also, double-check to ensure you're typing the numbers and letters in the correct order.
  2. Most coupon codes cannot be combined with other coupon codes or site offers and promotions.
  3. Your coupon code may have expired. If the coupon code has expired, you'll receive an "Expired Promo Code" error message under the coupon and promo code box.
  4. Some coupon codes are valid only on specific styles and will not work with non-qualifying styles. You can check coupon or promotional exclusions with the details link once the coupon is applied in your cart.
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Payment Options

We currently accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • JCB
  • Crocs Gift Cards
  • PayPal
  • ApplePay

At this time we do not accept any other forms of payment.

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Afterpay

What is Installments by Afterpay?

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

How do I use Installments by Afterpay?

Just shop Crocs.com or at any Crocs store location and check out as usual. At checkout, choose Afterpay as your payment method online or tap to pay in store with the Afterpay Card. Online, you will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log in to your Afterpay account. Then complete your order – it’s that easy! In store, access your Afterpay Card through the app and select “Pay in-store now with Apple Pay or Google Pay”. Tap to pay and take home your purchase today! Please note that all items in your shopping bag must be eligible for Afterpay. You must meet additional eligibility requirements to qualify.

How do I use Afterpay to check out in stores?

It’s easy to use. Simply download the Afterpay mobile app, follow the prompts to set up the Afterpay Card and add it to your digital wallet, and use your Afterpay Card with Apple Pay or Google Pay to make a contactless payment at check out!

Where can I use Installments by Afterpay?

Installments by Afterpay can be applied to purchases made online on Crocs.com or in-store.

Can I use Installments by Afterpay if I'm an international customer?

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay Account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Where can I find common questions about payment?

Check out the Afterpay Payments FAQ.

When will my items be delivered if I use Installments by Afterpay?

Online Afterpay orders are delivered as per our standard shipping time frame after you complete your order online. Visit our shipping page for more information by clicking here.

To take your purchase home today, you can use Afterpay as your payment method in any Crocs store location!

Is there a limit to how much I can spend on a single transaction?

Yes, transaction values are limited to $1000 per purchase made on Crocs.com or at a Crocs store location using Installments by Afterpay.

What products are not eligible for purchase using Installments by Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

How do I return or exchange an item purchased using Installments by Afterpay?

If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return Policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay. If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay's Privacy Policy which can be found at www.afterpay.com/privacy-policy. If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

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Crocs Gift Cards

Gift Card sales are available in the form of e-gift card by clicking here. Both physical and e-gift cards are redeemable on Crocs.com and in stores.

All purchased products that are unworn and unwashed have a 45 day return window from the order date.

For more information about Crocs Gift Cards, please see gift card terms.

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Shipping Methods, Rates & Delivery Estimates

    • Economy

      • $6.99 flat rate or FREE on orders over $44.99 (not including taxes and after discounts) via UPS or USPS.
      • Orders ship within 1-2 days of order date.
      • Transit time varies from 1-7 days based on distance from Dayton, OH.
      • Delivery times to AK, HI, PO Boxes, PR, VI, or APO/FPO/DPO may take longer.

    • Standard Ground

      • $9.99 flat rate or $4.99 for orders over $44.99 (not including taxes and after discounts). Orders ships via UPS.
      • Orders ship within 1-2 days from order date.
      • Add 1-5 business days for transit and final delivery.
      • Not available to PO Boxes, PR, VI, or APO/FPO/DPO addresses.
      • Saturday delivery is not available.

    • Express 2-Day

      • $19.99 flat rate or $14.99 for orders over $44.99 (not including taxes and after discounts). Orders ship via UPS.
      • Not available to PO Boxes, PR, VI, or APO/FPO/DPO addresses.
      • Orders placed by 9am MST will ship same day.
      • Transit time will be 2 days from receipt of your shipping confirmation email.
      • Saturday delivery is not available.

    • Express Next Day

      . Transit time will be 1 day from receipt of your shipping confirmation email.
      • $29.99 flat rate or $19.99 for orders over $44.99 (not including taxes and after discounts). Orders ship via UPS.
      • Not available to PO Boxes, PR, VI, or APO/FPO/DPO addresses.
      • Orders placed by 9am MST will ship same day.
      • Transit time will be one day from receipt of your shipping confirmation email.
      • Saturday delivery is not available.
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Sales Tax

Sales tax is calculated according to the ship-to address for orders placed on Crocs.com. If the ship-to state has a sales tax and no exemptions for footwear or clothing, sales tax will be applied at the full state/city/county and any other special district taxes.

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Product Info & Warranty

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Caring for Your Crocs

How to Clean Your Crocs

Cleaning your Crocs is easy and only takes a few items to get them looking and feeling new again.

Croslite™ material

For Classic Clogs, slides, and other styles made only with our signature Croslite™ foam material, hand wash or spot clean with mild soap and cold water or use your washing machine’s gentle cycle.

leather crocs styles

For leather Crocs styles, gently clean with a soft rubber sponge or slightly damp rag. Use a leather cream to restore shine and a protector spray to repel water. If your Crocs are made with Smooth Napa Leather, remove dust and dirt with a damp rag, then use a cotton brush to apply a natural waxy shoe cream or wax. Apply slowly in spiral manner. Patent leather Crocs can be gently wiped off with a clean damp cloth or a professional product designed specifically to clean patent leather. Avoid the use of harsh chemicals such as alcohol, detergent or liquid as they will remove the shine and luster from your shoes. Standard leather Crocs without a finish can be gently cleaned with a damp rag or brush. Simply apply a waxy shoe cream, then polish with soft brush or cotton rag to maintain a natural luster.

wedges and heels

To clean synthetic wedges and heels, spot clean with a damp cloth to remove dust and dirt. Avoid solvent cleaners wherever possible as these may destroy the glue used to bond the sole.

suede or wool

For suede or wool Crocs, gently clean the upper with a soft wire or plastic brush then apply a waterproofing spray. For Crocs with fleece, clean with mild soap and a damp rag or use your washing machine’s gentle cycle with as little heat as possible.

canvas styles

For elastic, stretch material, and canvas styles such as the Santa Cruz, treat with mild soap and use a damp rag or soft brush to remove dirt, debris or stains.

air dry

After cleaning, all styles should be air dried only. Exposure to extreme heat, sun, dishwashers, washing machines, or hot cars can cause the shoes to shrink or warp.

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Product Warranty

Limited Warranty

Crocs, Inc. (“Crocs”) warrants all of its Crocs™ products (the “Products”), purchased by consumers either directly from Crocs or from Crocs’ authorized resellers (including authorized retail and Internet-based sellers), to be free from manufacturing defects for 90 days from the date of purchase. This warranty does not extend to Products supplied/sold by unauthorized vendors, whether Internet-based or otherwise. This warranty does not apply to any defects in the Products arising from normal usage, fair wear and tear, damage by you, or any alteration or repair carried out without our approval.

Under no circumstances shall Crocs be liable for any special, incidental, or consequential damages based upon breach of this limited warranty, breach of contract or strict liability. Some States do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. There are no warranties which extend beyond those indicated herein. Any implied warranties that may be applicable to the Products, including implied warranties of merchantability or fitness for a particular purpose, are limited in duration to the duration of this warranty. Some States do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

If your Product develops a defect while under warranty, you should contact Crocs as indicated below, and any defective Product, at Crocs’ instruction, may be returned to the below address for an exchange or refund with receipt or proof of purchase. If you do not have a receipt or it is past the 90-day window, we cannot replace your item, but we would love to help you find a new pair. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

Crocs, Inc.
ATTN: Customer Service
7477 East Dry Creek Parkway
Niwot, CO 80503 USA

Phone: 1-866-306-3179
Email: customerservice@crocs.com
Web: https://www.crocs.com/customer-service/contact-us.html

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Recycling Crocs Shoes

Crocs, Inc. and Soles4Souls have partnered to provide the opportunity to recycle your lightly worn Crocs shoes, so that they can be used in a "second life."

Once Soles4Souls receives your shoes, they will clean them and donate them to people who need shoes in impoverished nations around the world.

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What are Crocs molded clogs made of?

Crocs shoes made entirely of Croslite™ material do not contain latex. Crocs shoes that are not made entirely of Croslite™ material may contain other products within legal limits. See individual product pages for details.

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Slip Resistance

Certain Crocs™ shoes offer CrocsLock™ tread, which provides slip-resistance that meets or exceeds industry standards. Please note that while they are slip-resistant, they are not completely slip-proof. Please use general caution, as you would in any other shoe.

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Replacement Parts

We do not currently replace straps, rivets, or liners. If you believe there is a quality issue with your item, we will make it right. Items may be returned for an exchange or 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 replace your item, but we would love to help you find a new pair.

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