Returns | Crocs New Zealand
Refund & Exchange Policy
Shop Crocs with Confidence.
If you are not completely satisfied with your purchase, you can exchange or return your item(s) within 30 days of the purchase date for a size exchange or online credit to the value of the original purchase under the following conditions. If your order has passed the 30 days since your purchase, unfortunately we cannot offer you a refund or exchange.
To qualify for an exchange or online credit:
- Items were purchased from www.crocs.co.nz.
- A proof of purchase must be supplied in the form of your order number.
- Items are in a resalable condition, unworn with tags still attached and in the same condition that you received it.
- Sale/Clearance items cannot be returned, only exchanged for another size and are subject to price adjustments.
- We do not accept cancellation on any processed orders on www.crocs.co.nz.
- A full refund will only be provided for faulty goods in accordance with our obligations under the CGA. Refunds will only be issued for items purchased within New Zealand and a proof of purchase must be supplied.
Non-returnable/Refundable Items:
- Gift cards
- Shipping and handling charges
- Used items (other-than items deemed as faulty)
Shipping and handling charges for returns are non-refundable. Please allow 14 business days of processing time. 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.
Exchange Policy
Online orders via www.crocs.co.nz can be returned for a size exchange if:
- Items are in a resalable condition, unworn with tags still attached and in the same condition that you received it.
- Items are returned to Crocs New Zealand within 30 days of the purchase date.
You can return your item for a size exchange. If the size you have requested is not available, an online gift card will be issued and emailed to you.
Exchanging Online Purchase – Crocs NZ Exchange
Returning items back to Crocs New Zealand, please complete the returns form that was supplied with your order and follow the return instructions listed. Alternatively, you can download the returns form here. Please allow up to 14 business days for your exchange to be processed. When we receive your return, your exchange will be sent If the size you have requested is not available, we will notify you via email and an online gift card will be issued to the value of your purchase (excluding shipping charges). Your online gift card can be used to purchase another style/size online at www.crocs.co.nz and is valid for up to 3 years. Please enter the gift card code at checkout to redeem your gift card balance.
Exchanging Online Purchases – In Store Exchange
Purchases from www.crocs.co.nz will be accepted at Crocs Newmarket Auckland and The Outlet Shop Christchurch only. Our retail partners stocking Crocs do not accept returns for online purchases from www.crocs.co.nz. When returning an online order into store for an exchange, you must show your online order confirmation email to the salesperson at the time of the exchange taking place.
Stores can only exchange your order for a different size, colour or another style to the equivalent value of your original purchase (excluding shipping charges). Refunds or partial refunds cannot be processed in store.
Refunds
A full refund will only be provided for faulty goods in accordance with our obligations under the CGA. Refunds will only be issued for items purchased within New Zealand and a proof of purchase must be supplied. 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.
Your item must first be returned to Crocs New Zealand for assessment, please ensure your return is sent back with a completed returns form. You can download the returns form here.
Once we receive your return item(s), we will notify you via email that your return has arrived and the assessment process will take place. Your item will be assessed, and an assessment update email will be sent to you. At this point you will receive an email notification informing you if your return has been approved or rejected for a refund – An explanation will be provided.
If your return has been approved, your refund will be processed (excluding shipping charges), and a refund will be automatically applied to your credit card or original method of payment.
Please allow up to 7 working days for your refund to show in your account.
Sale Items
Sale/Clearance items cannot be returned, only exchanged for another size and are subject to price adjustments.
Return Address
To return your item(s), please send back to the below address:
Crocs New Zealand
C/O Liquid Brands NZ Ltd
58 Rutherford Street
Woolston,
Christchurch, 8023
New Zealand
(03) 595 5840
When returning items, you will be responsible for paying for your own shipping costs.
If you are returning an item over $75, you should consider using a trackable shipping service and keep record of your parcels tracking code. Crocs New Zealand will not be held responsible for return items that have been lost in transit.
Crocs Purchased from New Zealand Retailers
If you have purchased Crocs from a Crocs retailer in New Zealand and have an exchange or warranty related enquiry, please contact the retailer where your item was purchased in the first instance. From here, the retailer will be in contact with us directly on your behalf and will handle any warranty related enquires should they occur.
Crocs Purchased Overseas/Online
Crocs New Zealand will not accept exchanges or returns for items purchased at from Crocs retailers 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.
Crocs Purchased from Private Sales
Crocs New Zealand will not accept exchanges, returns or warranty related enquiries for items purchased through private sales and second-hand goods. Please contact the seller directly.
Warranty
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 for the product. Warranty replacements or refunds will only take place if:
- Item is returned to Crocs New Zealand for assessment.
- A proof of purchase is supplied, and the product is within the 90-day product warranty.
- Item has been assessed and does not meet material or workmanship standards.
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 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. In the event your item is returned for a warranty assessment, a proof of purchase is required. If you do not have a receipt or it is past the 90-day window, we cannot replace or refund your item, but we will help you with purchasing a new pair.
Care & Maintenance
HEAT: Do not expose your Crocs shoes to extreme heat or intense sunlight for an extended period. Due to the unique nature of the Croslite material, high temperatures can cause them to warp or shrink.
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.
GRIP: Crocs shoes are known for their great grip but like any performance tire, when the tread becomes worn, their grip becomes compromised. That is when you know it’s time to treat yourself to a new pair.
