FAQ – Crocs South Africa

CROCS FAQS

What safety measures have you put in place for online shopping?

 

We want to make sure you have the confidence to shop online and get the Crocs you need without leaving the house. Our 3rd party warehouse have implemented several precautionary measures including the screening of staff and regular cleaning of equipment and fixtures while they process your orders.

Our 3rd party couriers RAM couriers has assured us they will be following strict guidelines.

In order to protect the customer as well as RAM couriers drivers during this time, the RAM team has been instructed in accordance with following protocols:


Ring bell and notify receiver of the deliver.

Confirm if the documents are in order for the delivery

Sanitize their hands

Offer sanitizer to the receiver

Offer glove/s to the receiver

Take out wipes / paper towel sprayed with sanitizer, wipe down the handheld device before handing it over to the receiver

Offer the handheld device and stylus to the receiver to sign for their shipments and then step back

Hand over the shipment and step back maintaining a distance from the receiver

For more information on RAM couriers protocols click here

Delayed Shipments?

Due to reduced staff and social distancing procedures for the health and safety of our employees, we are experiencing delays in fulfilling orders. Please note that it could take up to 10+ days for an order to ship from our warehouse.. We are working hard to ship as quickly as possible and we apologize for any inconvenience. You will receive your shipping confirmation email as soon as your order leaves our warehouse.

 

How are you supporting COVID-19 relief efforts?

We understand that COVID-19 has had a huge impact on our customers and all the people of South Africa. That's why Crocs has donated Crocs to a number Health Workers.

What if I order something that is out of stock?

You will only be able to order merchandise that is in stock. If your size is not available, then you will not be able to select that size. However if we find an item is in stock but not suitable for sale, for reasons beyond our control, we will remove it from your bag and ship the order excluding that item and refund the value of the removed item.

How do I select the right size for me?

When placing your order, please ensure you choose your SA shoe size, Crocs automatically converts the sizes to the Crocs US size for you.  Your order confirmation and the Crocs shoes will display the US sizing. If you are Shopping for a ½ size, Order up to the next largest whole size. To view our size chart please click here 

What is 3D Secure / Payer Authentication?

3D Secure or Payer Authentication (MasterCard® Secure Code™ and Verified by Visa) provides an additional layer of security and protects you, the cardholder, when making an online purchase using a debit or credit card.

Please contact your bank to find out how you can enroll for 3D Secure or Payer Authentication on your credit card.

 

Order Information and Tracking

Track your order from ship date to arrival. To begin, enter your order number and email on the link Order Status

Guests: Enter your order number and email address below.

Registered Users: login to view your order receipt.

Need help?

Contact customer service at 0872376845 or by email support@free-form.co.za 

 

Changing or cancelling your order

Orders cannot be changed once they have been placed after an hour. If applicable, please contact our customer service team to cancel your order. Crocs will refund the full amount paid, which can take up to 5 days to reflect in your account. For a change of order, a new order will have to be placed.

 

Contacting Customer Service

Call us for help

Contact us by phone to speak directly to one of our Customer Service representatives. Our phone number is 0872376845

 

Send us an email

Contact us by sending an email to support@free-form.co.za . One of our Customer Service team members will get back in touch with you within 48 hours.

 

Chat live for fast assistance

Connect with a Customer Service member via live chat during regular business hours. From the bottom navigation bar called “Chat”

 

Payment Options

We currently accept the following payment methods:

Pay via Credit Card / Debit Card using PayFast

Pay via Internet banking (EFT) using I-Pay

Shop now, pay later with Mobicred

Mobicred lets you buy the items you love today & pay off over time

How it works:

Select Mobicred at the checkout

Confirm your order

Your order will be processed and shipped as normal

Don’t have a Mobicred account yet?

Before you add an item to your cart, you'll need to apply for a Mobicred account via the Mobicred website.

 

Shipping Rates & Delivery Estimates

Delivery Time

Delivery takes between 7-10 working days, between 8:00am-5:00pm.

Please allow up to 24 Hours for processing of your order once payment has reflected prior to shipping

Cost

A delivery fee of R85 will be charged for each Crocs online order.

Crocs reserves the right to amend delivery costs at any time. All changes will be disclosed here.

 

Who Can Sign For My Parcel?

The service we offer is a door-to-door service. This means that the shipment is delivered to the address not the person - i.e. if the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc.


Can I collect my order myself?

As much as we would like to meet our customers, we do not ship directly from our Head Office we use a third party warehouse that does not facilitate for customer collections.

 

Do you deliver overseas / Where do you deliver?

We ship nationally within South Africa, excluding PO Boxes. We do not ship overseas for the time being.

To see a full list of crocs online properties in other countries click here

 

Crocs Coupon Information and Promotion Codes

Crocs™ coupon and promotional codes need to be applied on the View Cart/ Check Out Page. You can apply your coupon or promotional code in the 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.

We are not able to apply coupons once orders are placed. We do want you to enjoy your discount at Crocs SA 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

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

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.

 

Most coupon codes cannot be combined with other coupon codes or site offers and promotions.

 

Your coupon code may have expired.

 Some coupon codes are valid only on specific styles and will not work with non-qualifying styles.

 

Price Adjustment

Prices are based on current costs and therefore subject to change without notice

 

Product Warranty

We do our best to ensure that the products we deliver are of high quality and without defects. A defect is a material imperfection in the manufacture. Warranty for Crocs applies to defects in material for a period of 6 months from the date of purchase.

The following will not be regarded as defects: 

Faults resulting from normal wear and tear

Damage arising from negligence, user abuse or incorrect usage of the product

Where specs of the product, although accurately described on the website and generally fit for its intended use do not suit you

You can either return your product to any Crocs Concept Store within SA or by contacting our Customer Care Team on support@free-form.co.za OR you can call us on 0872376845

We will evaluate the item or items purchased and if they are found to be defective, we will replace them or refund you according to the following T&Cs:

With an original receipt you are entitled to a refund or an exchange. Without the original receipt we will gladly exchange for a product of the same value. Should the selected alternative model be of a different price, either an additional payment or refund will apply.

Replacement products which become defective within 6 months can be returned for a refund or exchange, providing the original receipt is supplied.

Defective items returned without the original receipt, will be replaced at the current price on the system.

Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Timing of replacements are dependent on product availability.

For more information on our exchange and return policy simply click her

 

Gift Exchange

If you received Crocs as a gift, we'd be happy to exchange it if the product is unworn and doesn't quite work for you. A delivery cost of R70 per return will apply.

 

Returns

At Crocs we strive to make online shopping a smooth and hassle-free experience.

We understand that buying online can be tricky without having seen the actual product or trying it on. With that in mind, we happily accept returns and exchanges based on a few T&C's listed below:

 

We are happy to return a product that is the incorrect size or you have changed your mind within 30-days of purchase, however a delivery cost of R70 per return will apply.

How can I return a product purchased on www.crocssa.co.za

 

You have the choice to return your purchase to any Crocs Concept Store within South Africa

Click here for all Store Locations

OR you can follow our easy steps below:

Email our Customer Care team support@free-form.co.za OR Call us on 0872376845

Download or request a copy of our Return & Exchange Form which will need to be completed and Included in your return bag.

 

Customer Care Teams will arrange for the product to be collected by Courier.

Place Product together with original swing tickets along with your completed returns document and original invoice in the bag which will be provided by our Courier.

 

Want an exchange?

 

1.      For online exchanges,  A coupon for the value of the items returned will be issued allowing you to reorder on our website

 

2.      Customer Care Teams will arrange for the product to be collected by Courier

   Place Product together with original swing tickets along with your completed returns document and original invoice in the bag which will be provided by our Courier.

 

3.      You may return an unwanted product to us, provided:

         Undamaged

         Unworn

         Original price tags attached

Was purchased at a Crocs Concept store or on online www.crocssa.co.za  

 

 

4.     Once we have inspected and validated your return, we create the coupon with purchase price of the product within 8 days of return (or refund if that is your preference)

Please bear in mind that coupons and refunds can take 5-10 working days to reflect. We may refuse a return if the unwanted product is returned damaged, or not in a re-saleable condition or missing any accessories.

 

 

Customer Care Teams will email the coupon code, in order for you to re purchase. To ensure you can order the desired style or size you are looking for, and as we work on a first come first serve basis, we recommend you use your coupon code as soon as you have received it. 

 

5.    Should you need assistance as to how to use the coupon code please do not hesitate to make contact with the customer care team;

Email our Customer Care team support@free-form.co.za OR call us on 0872376845 OR simply go online www.crocssa.co.za and chat with us live.

 

How can I return a product purchased at a Crocs Concept Store or Crocs Stockist?

 

Crocs Concept Store

Return your product to anyCrocs Concept Store within South Africa.

Crocs Stockist

We will gladly assist you with an exchange, however a delivery cost of R70 per return will apply.

We will not pass credits for any products purchased through one of our Crocs stockists

 

How are refunds processed?

 

1.       Customers are entitled to return their purchase together with their original receipt or copy of their online order within 30-days of purchase and receive a refund for the items returned.

 

2.       Products returned without the original receipt or after the 30-day period may only be exchanged.

Crocs will allow refunds on sale items and promotions if within the 14 day cooling off period after received.

 

3.       We are committed to process returns and refunds as quickly as possible  - EFT refunds can take up to 5 working days after receipt of items. PayFast refunds can take up to 7-10 working days after receipt of items.

                                                                                                                       

4.       If you purchased your Crocs in one of our stores, and are returning these via our online the purchase price will be refunded to you via EFT.  Our Customer Care Teams will contact you for your banking details so we can arrange for payment. Customers are also welcome to return their online order to any Crocs Store, however the refund will be processed via the web department.  

 

5.       If you purchased your Crocs at one of our stores, and would like to return for a credit, you will be refunded for your purchase via the same method you made your purchase. 

For example, if you used your credit card we will refund your credit card

Cash purchases will be refunded in cash.

 

6.      If the product was purchased on a CROCS VOUCHER, the purchase price is refunded on a new voucher. 

 

Faulty or defective product?

 

We do our best to ensure that the products we deliver are of high quality and without defects. A defect is a material imperfection in the manufacture.....The following will not be regarded as defects:

 

Faults resulting from normal wear and tear

Damage arising from negligence, user abuse or incorrect usage of the product

Where specs of the product, although accurately described on the website and generally fit for its intended use do not suit you

 

You can either return your product to any Crocs Concept Store within SA or by contacting our Customer Care Team on support@free-form.co.za OR you can call us on 0872376845

We will evaluate the item or items purchased and if they are found to be defective, we will replace them or refund you according to the following T&C’s:

-       Warranty for Crocs applies to defects in material for a period of 6 months from the date of purchase. With an original receipt you are entitled to a refund or an exchange. Without the original receipt we will gladly exchange for a product of the same value. Should the selected alternative model be of a different price, either an additional payment or refund will apply.

 

-         Replacement products which become defective within 6 months can be returned for a refund or exchange, providing the original receipt is supplied.

 

-         Defective items returned without the original receipt, will be replaced at the current price on the system.

-         Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Timing of replacements are dependent on product availability.

 

Which items cannot be exchanged or refunded?

 

-          Items marked as “SALE” may not be refunded, after the cooling off period of 14 days but we will gladly exchange the    product at the sale price paid.

-          Items purchased at or through another Supplier (Crocs product should be returned to the original Supplier from which the item was purchased)

-          Product without original price tags attached

-          Product that has been altered, washed, or abused.

 

How do I return an item I received as a gift?

 

1.   You can either return your product to any Crocs Concept Store within South Africaor by contacting our Customer Care Team support@free-form.co.za  OR on 0872376845

 

2.   Items may be exchanged for goods of the same value, provided the product is:

-          Undamaged

-          Unworn

-          Original price tags attached

-          Was purchased at a Crocs Concept store or on online www.crocssa.co.za

-          The original gift receipt or purchase receipt must be presented

 

Caring for your Crocs

Caring for your Crocs is easy. To keep your Crocs in good condition, you will want to avoid leaving them where they will be exposed to heat or sun, such as a dish washer, washing machine, or hot car, as this can cause the shoes to shrink or warp.

You can keep your classic Crocs clean by hand washing them with cold water and a mild soap.

If you have Metallic leather Crocs, clean gently 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. 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 use a professional product which had been designed to clean patent leather. Never use harsh chemicals such as alcohol, detergent or liquid, they will remove the shine and luster from your shoes.

PU Wedges and heel material: A damp cloth should remove most dust and dirt. Avoid solvent cleaners wherever possible as these may destroy the glue used to bond the sole.

For Suede and Lambs wool Crocs; clean upper gently with soft wire brush or plastic brush, spray with impregnation spray for water repellence.

Leather Crocs and be cleaned gently with a humid rag or brush. Apply waxy shoe cream and polish/brush with soft brush, cotton or wool rag to a natural luster.

For Elastic/Stretch Material; Clean gently with humid rag or soft rubber.