Frequently Asked Questions

1. Where is my order number?

   You order number is in the email confirmation received at the time of purchase.

   

2. Can I change or cancel my order?

   Please contact our team if you wish to change or cancel your order. We will try to make the necessary changes if the order is not ready to ship yet.

3. My shoes are defective, what should I do?

   Please contact us within 7 working days from the day you receive your order. Specify the defects and attach a picture of the shoes. Note that the shoes need to be unworn and with all the tags attached.

4. I forgot my account password.

   Click on Sign in at the top of the page and then on the ‘forgot your password’ link. We will send a new password to your email address.

5. I did not receive order confirmation.

   Please contact us and specify order date and items ordered.

6. Why was my order cancelled?

   Very few orders are cancelled. This can be due to a number of reasons such as stock availability when the size goes out of stock before the order is processed.
   If your order (or part of your order) is cancelled, your payment will be refunded to your original payment method. It can take up to 10 working days depending on your bank. Please contact us if you do not see your refund within 10 working days.

7. What are the payment options available?

   All payments made on Crocs.com.my are 100% safe, convenient & secure.

1. Do you allow exchanges?

   Yes, we accept exchanges* at our retail stores except for clearance and exclusive items such as online exclusive or collaboration collections.
   Check our Exchange policy for more information.
   
   We also accept returns for all unworn items with 100% money-back-guarantee.*
   Check our Return policy.

   *Products from collaborations or special events cannot be returned online or in-store unless they are defective or damaged.

2. How to return my order?

   Go to Returns page, enter your “order number” and “email address” to return your order.

3. Do I have to pay for return shipping?

   Yes, return shipping is borne by the customers.

4. Can I return the shoes to any of the Crocs retail stores?

   Crocs retail stores do not accept any returns for online purchases.
   Crocs retail stores do, however, accept exchanges. Check details at Exchanges page.

5. When can I get my refund?

   We process your refund as soon as your returned product is inspected and confirmed that it is in line with our Return policy. It takes up to 1 weeks for the quality check. Once approved, the refund is processed within 1-2 working days to the original payment method. Please contact us, if you do not receive your refund within 10 working days.

1. What are the shipping charges?

   West Malaysia – RM 10 (free for orders over RM300)
   East Malaysia – RM 35 (free for orders over RM800)

2. What is the delivery time?

   West Malaysia – 3-5 working days
   East Malaysia – 1-2 weeks
   
   These are the average transit time, but we occasionally experience longer processing times during high volume periods.
   
   Orders are processed and shipped from Monday to Friday, excluding public holidays.

3. Which courier service do you use?

   We ship all orders through Ninja Van.

4. I am not available at time of delivery.

   Our driver will call you to check if you would like your parcel to be left at a secure location of your choice, or you will receive an email/SMS to reschedule the delivery.

5. Do you ship outside of Malaysia?

   We only ship within Malaysia.

6. How can I track my delivery status?

   Track order, enter your “order number” and “email address” to start tracking your order.

7. What should I do if I received the wrong products?

   Please contact us and specify your order number, item in order and wrong item received. Our customer service will assist you with a product exchange.

Size charts can be found in the link under the size selections on each product page or individually in the links below:

Refer to Size Chart here

1. I did not receive a newsletter with the discount after signing up.

   Please check your spam/junk folder.
   Add crocs@alanticsports.com to your address book to receive our upcoming offers.

2. How do I use a coupon code?

   Type the coupon code into a dedicated field marked 'Enter coupon code' at the bottom of the shopping cart and click ‘Apply’. Check that your coupon code is successfully applied in the order summary.
   
   

3. My coupon code is not working.

   The coupon codes are only eligible for use on items that are stated in the term and condition and within a specified period of time. They can only be used once and cannot be redeemed at retail stores.

Crocs shoes care instructions

Cleaning your Crocs is easy and only takes a few items to get them looking and feeling new again.

CROSLITE™ MATERIAL
For Classic Clogs, slides, and other styles made only with our signature Croslite™ foam material, hand wash or spot clean with mild soap and cold water or use your washing machine’s gentle cycle.

WEDGES AND HEELS
To clean synthetic wedges and heels, spot clean with a damp cloth to remove dust and dirt. Avoid solvent cleaners wherever possible as these may destroy the glue used to bond the sole.

WOOL OR FLEECE
For wool Crocs, gently clean the upper with a soft wire or plastic brush then apply a waterproofing spray. For Crocs with fleece, clean with mild soap and a damp rag or use your washing machine’s gentle cycle with as little heat as possible.

CANVAS STYLES
For elastic, stretch material, and canvas styles such as the Santa Cruz, treat with mild soap and use a damp rag or soft brush to remove dirt, debris or stains.

AIR DRY
After cleaning, all styles should be air dried only. Exposure to extreme heat, sun, dishwashers, washing machines, or hot cars can cause the shoes to shrink or warp.