Shopping & Shipping
How Are Purchases Packaged?
All orders are going to be shipped with original packaging and double-boxed after payment.
Do You Ship Internationally?
We ship internationally, all cities covered by United Parcel Service (UPS) or Federal Express (FedEx)
How Do I Cancel an Order I've Placed?
You can cancel your order if your order has not been progressing yet.
Please contact our Customer Service if you need to check the status of your order or need help canceling an order:
Customer Support: https://solecrocs.com/contact-form/
Once the order has been cancelled, you will receive our confirmation email. Please note that we will not be able to change the status of your order once it has been cancelled.
How will I know if my order has been placed successfully?
After completing your order, you will receive an Order Confirmation Email from SoleCrocs along with the details of the order you have placed.
If you have not received an email from SoleCrocs, please check all your Spam, Promotions, etc. … folders and the email address you used to register your account.
If all information is correct and you still have not received your Order Confirmation Email from SoleCrocs, please contact our Customer Service for assistance:
Customer Support: https://solecrocs.com/contact-form/
How Long Will It Take To Get My Package?
From Monday to Friday orders are shipped on the same day or the following day. Orders from Saturday will be shipped on Monday. As soon as your order has been dispatched you will receive an e-mail with the tracking number.
Can I exchange the products in my order after I have placed the order successfully?
After you place an order, Crocs Vietnam will automatically send your order information to the warehouse for processing. Therefore, it is regrettable that SoleCrocs cannot change the details of the products in the order even if your order has not been shipped. However, you can contact SoleCrocs for assistance in canceling your order and re-ordering a new one.
If any of the details in your order are incorrect, please contact SoleCrocs Customer Service here:
https://solecrocs.com/contact-form/
Can I change my delivery address?
For orders that have not been shipped, you can contact SoleCrocs Customer Service to change the shipping address information.
In case your order is being shipped:
If the address information you want to change is in the same province/city, SolesCrocs will support changing the information on the delivery system for you.
If the address you want to change is in another province/city, SolesCrocs is required to charge an additional fee according to the fee schedule specified by the forwarding company.
If you need further information, you can contact SolesCrocs Customer Care via:
https://solecrocs.com/contact-form/
Can I check the product upon receiving?
In order to meet the needs and protect the customers’ interests, SoleCrocs has implemented a policy to support viewing and checking of products upon delivery.
Customers when receiving products from the shipper can open the seal to check the appearance of products. In case of incorrect or insufficient quantity with the product you ordered, please refuse to receive it and send it back to the shipper.
Payment
What Payment Methods Are Accepted?
We accept Credit Cards and Debit Cards (Master, Visa & Amex).
Why can't I pay for my order by Credit/Debit Card?
If you are unable to pay for your order using your credit/debit card, this could be due to a number of factors:
1. The card’s payment limit has been reached
The card provider sets a payment limit for each credit/debit card. If your card’s payment limit has been reached, you won’t be able to make any more purchases with it.
2. A faulty card
The card is not visible – If your linked credit/debit card does not appear on the payment page, please exit and return to solecrocs.com.
Please try other payment methods if your card still does not appear after re-visiting.
Incomplete payment – If your payment was processed but not completed, please check with your card provider to see if the order value was charged from your account balance before attempting to make the next payment.
You can also contact SoleCrocs Customer Support if you need help.
Is Buying On-Line Safe?
All shipping are done by United Parcel Service (UPS) or Federal Express (FedEx), depending on region. You will be provided shipping tracking number after payment, to track your parcel. If you are unsatisfied with the goods received, we offer full refunds within 60 days, with original packaging and order slip.
Note: SoleCrocs absolutely does not support transactions using other payment methods not listed above or transactions outside of SoleCrocs, such as transfers or deposits, etc. We will take measures if fraudulent behavior or external transactions are detected that affect customer rights.
Returns
What should I do if my product arrives damaged or defective, or isn't what I ordered?
SoleCrocs accepts returns and exchanges or refunds. You can see details at Return & Refund Policy HERE.
To be accepted by SoleCrocs for returns, the product must meet the following conditions:
– The product has not been used, has not been laundered, has no strange smell.
– The product must be in its original condition and packaging with the original labels attached.
– Customers have order information on the website.
– The products are not defective due to the storage and transportation process of the user.
– Footwear must be in the original shoe box with the original label on it. Do not remove stickers, tape on shoe boxes, or alter the original condition of the product in any way.
– Mandatory reuse of SoleCrocs shipping boxes for protective packaging and product returns.
Please keep the original packaging of the product and contact our Customer Service if you need a return.
I want to return/exchange, what should I do?
You contact Customer Service when need an exchange/return to receive appropriate response:
https://solecrocs.com/contact-form/
Customers are required to return the exchanged product or SoleCrocs will conduct a recall of the exchanged products to the warehouse to check the quality of the product, then we will proceed to ship and deliver the product you want to exchange.
What if I want to exchange the product but the product I want to exchange is no longer the size?
SoleCrocs will support you to change to another product of equal or higher value than the original product as agreed with the customer.
In case you choose a product with a lower value, SoleCrocs will not refund the difference.
In case you do not find the product that you like, SoleCrocs will refund the voucher with the same value as the original product so that you can buy something again next time.
You can also return the product and receive a refund, the time to receive the refund will depend on the card-issuing bank.