Exchanges & Returns
Shop Crocs with confidence.
EXCHANGES & RETURNS POLICY DURING LEVEL 4 LOCKDOWN.
We are unable to receive returns and exchanges during Level 4 Lockdown.
I suggest you keep the shoes you have purchased in their original packaging and we are accepting returns up to 14 days after Level 4 Restrictions have been lifted. (Or also consider gifting/selling to a colleague or friend who is in need of some Crocs for work)
Once the restrictions have been you lifted please return to the address below. From there we will be able to access the shoes and then provide an Online Gift Card to the same value to your inbox, if they have not been worn, are still in new condition with the tags attached. Or a full refund if that is what you prefer.
If you are in the Auckland or Christchurch region you are welcome to make your exchange at either our Crocs Newmarket store or The Outlet shop in Woolston, once the restrictions have been lifted.
In the meantime, we suggest you re order the size you were after.
58 Rutherford Street
If you're not completely satisfied with your purchase, you can exchange or return your items within 14 days for a store credit 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, 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:
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, customers are required to place a new online order subject to availability.
If you have any questions about the above, please contact our Customer Service team on 03 384 7269 or alternatively email firstname.lastname@example.org
Exchanging Online Purchases In-Store:
Purchases from www.crocs.co.nz will be accepted at Crocs Newmarket. 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 Crocs Newmarket 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 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.