Exchanges & Returns
Shop Crocs with confidence.
If you're not completely satisfied with your purchase, you can exchange or return your items within 14 days for a size exchange or online credit (in the form of a gift card) to the value of the original purchase under the following conditions:
- Items were purchased from crocs.co.nz.
- A proof of purchase must be supplied in the form of your Order number
- Items are in a resalable condition, unworn and with tags still attached.
- Sale/Clearance items cannot be returned, only exchanged and are subject to price adjustments.
- We do not accept cancellation on any processed orders on crocs.co.nz
- A full refund will only be provided for faulty goods in accordance with our obligations under the CGA.
Mail the shoes back to:
Crocs New Zealand
c/o Liquid Brands Ltd
[your order # ] - [your full name]
eg: #00001234CAU - Your Name
58 Rutherford Street
Note: Return shipping and handling charges are non-refundable. Please allow 2 business weeks of processing time. Kindly adhere to the return instruction accordingly to ensure your requests are being processed promptly.
For items deemed subject to fair wear and tear, accidental damages or misuse, a full refund will not be provided. Crocs New Zealand has the right to assess the condition of returned goods prior to providing a full refund. In the event of any dispute, the decision of Crocs New Zealand shall be final and conclusive.
For Exchanges, a new size will only be supplied if available. If not available, then an online gift card will be issued to your email that you can use to purchase another style or use at another date. This gift card is valid for up to 3 years. Please enter the code at checkout to redeem your gift card.
If you have any questions about the above, please contact our Customer Service team on 03 384 7269 or alternatively email email@example.com
Exchanging Online Purchases In-Store:
Purchases from www.crocs.co.nz will be accepted at Crocs Newmarket and The Outlet Shop in Christchurch only. Our retail stores partners stocking Crocs do not accept returns for online purchases from crocs.co.nz. You must show your online order confirmation email to staff at the time of exchange.
For exchanges & returns in store of online purchases made using Afterpay or Laybuy, you will need to follow the above and mail your purchase back to the address as stated above.
Crocs are covered by a 90-day product warranty. The warranty for Crocs Footwear applies to defects in materials and workmanship for 90 days from the date of purchase of product. For items deemed subject to fair wear and tear, accidental damages or misuse, a full refund will not be provided. Crocs NZ has the right to assess the condition of returned goods prior to providing a full refund. In the event of any dispute, the decision of Crocs NZ shall be final and conclusive.
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.
Items Bought Overseas:
Crocs Newmarket will not accept exchanges or returns for items purchased at Crocs retail and online stores based outside of New Zealand. Please follow the procedure as stated on the website for the country where your purchase was made.
Crocs NZ has the right to change this policy at any given time. Crocs NZ and Newmarket will adhere to the Fair Trading Act, CGA, and related company policies.
Care & Maintenance:
CLEAN: Keep your Crocs clean by rinsing them with cold water and soap.
FIT: To adjust the fit of your Crocs shoes, grasp the heel strap with both hands on either side of the "crocs" wording and gently stretch outwards from the middle until it retains the desire fit. For a customised fit that can be adjusted for any activity, use the Crocs Turbo Strap.
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 Croslite material, high temperatures can cause them to warp or shrink.
GRIP: Crocs shoes are known for their great grip but like any performance tire, when the tread becomes worn, their grip becomes compromised. That's when you know it's time to treat yourself to a new pair.