Frequently Asked Questions

You can find answers below or contact our team to help you.

Order Issues

  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?

    We process your order as soon as you make a purchase. So we are not able to process any changes even if it is not yet being shipped. You may return any item to us once you receive your order. Returned items have to be in line with our Return policy.

  3. My shoes are defective, what to 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. The most common reason for cancellation is that we ran out of stock before processing your order.

    If your order (or part of your order) is cancelled, you will be refunded to your bank or paypal account. It can take up to 20 working days depending on your bank. Please contact us, if you do not see your refund within 20 working days.

  7. What are the payment options available?

    Customers can pay for the items and other charges if any (i.e., delivery), thru any of the following modes of payment:

    ONLINE - VIA 2C2P

    a) Credit Card

    b) Debit Card

    UPON DELIVERY

    a) Cash On Delivery (COD)

  8. What is 2C2P?

    2C2P (stands for Cash and Card Payment Processor) is a comprehensive payment solutions provider, transforming millions of everyday payments in Asia Pacific. The company offers solutions from traditional payment gateway to alternative cash payment processing, as well as variety of innovative payment solutions tailored for the needs of e-commerce and m-commerce merchants, banks and financial institutions of any size.

    Security

    Payments made online via credit card go through an additional layer of security using 3-D Secure technology. 3-D Secure is a global authenticated payment program and interoperable technology standard for secure payment, more commonly called Verified by Visa and MasterCard SecureCode, protecting merchants from chargeback losses and costs related to fraudulent or disputed online transactions. A transaction using 3-D Secure will initiate a redirect to the website of the Issuing bank to authorize the transaction. WALK EZ does not have control over the authentication method used by the issuing banks. After authentication, you will be redirected back to the crocs.com.ph Checkout page to complete your order. For more information on authentication, please contact your issuing bank.

Returns and Exchanges

  1. Do you allow exchanges?

    Yes, we accept exchanges at our retail stores except for clearance and internet exclusive items.
    Check our Exchange policy.

    We also accept returns for all unworn items with 100% money-back-guarantee.
    Check our Return policy.

  2. How to return my order?

    Go to Returns page, enter your “order number” and “last name” to return your order.

  3. Is there any product warranty?

    Crocs are covered by a 30-day warranty. It applies to defects in materials and workmanship for 30 days from the date of receipt of product.

  4. Do I have to pay for return shipping?

    Yes, return shipping is non-refundable.

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

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

  6. When can I get my refunds?

    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 2 weeks for the quality check. Once approved, the refund is processed within 1-2 working days to the payment service provider (example: credit card, PayPal). Please contact us, if you do not receive your refund within 20 working days.

Shipping and Delivery

  1. Where do you deliver?

    Delivery is limited to addresses within the Philippines.

    The customer is responsible for providing the correct and complete delivery details:

    a. Name of recipient

    b. House no. or lot/block/phase no., street name, subdivision, barangay, town, province and zip code

    c. Unit no., floor building name, compound, street name, barangay, town, province and zip code

    The use of abbreviations is highly discouraged.

    WALK EZ (Crocs Philippines) may not be held responsible for orders lost due to inaccurate/incomplete details provided by the customer.

    If delivery was not completed due to erroneous details, the customer will be charged for re-delivery to correct address.

    The customer is responsible for providing a correct contact number, preferably a mobile number. Order notifications and status updates will be sent to the number provided. The customer is responsible to ensure that this number is active so as to receive the notifications on time.

  2. How much do I have to pay for delivery?

    There is a fixed shipping fee based on your location.

    Greater Metro Manila Area - P250

    Luzon - P280

    Visayas and Mindanao - P350

  3. Where can I see the corresponding delivery charge

    Handling and Shipping charges will be added to the total price of the items in the Shopping Bag after all Shipping and Billing information has been submitted in the Check Out process.

  4. When will my order be delivered?

    Orders will be delivered within 3 to 5 business days for locations within Metro Manila and 5 to 10 business days for provincial locations. Deliveries are made from 9am to 6pm from Monday to Friday. Change in schedule or charges due to holidays will be posted accordingly.

  5. I cannot receive the package myself. Can I ask someone else to receive it for me?

    To protect the customer, packages will only be surrendered to the person whose name is indicated in the delivery receipt and must present a proof of identification. However, in cases where the recipient cannot be physically present, he/she must provide his/her assigned representative with an authorization letter together with a proof of identification.

  6. What should I do if I find an irregularity in the package?

    Please notify us through mail at custserv@crocs.com.ph in case of discrepancy and/or any signs of package tampering.

Size Charts for Crocs

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

US/SG SizeUK SizeEU SizesInchesMilimeters
3 N/A N/A 8 204
4 N/A N/A 8 3/8 212
5 3 34-35 8 5/8 221
6 4 36-37 9 229
7 5 37-38 9 3/8 238
8 6 38-39 9 5/8 246
9 7 39-40 10 255
10 8 41-42 10 3/8 263
11 9 42-43 10 5/8 272
12 10 N/A 11 280
US/SG SizeUK SizeEU Sizes
M4 | W6 M3 | W4 36-37
M5 | W7 M4 | W5 37-38
M6 | W8 M5 | W6 38-39
M7 | W9 M6 | W7 39-40
M8 | W10 M7 | W8 41-42
M9 | W11 M8 | W9 42-43
M10 | W12 M9 | W10 43-44
11 10 45-46
12 11 46-47
13 12 48-49
14 13 49-50
15 14 50-51
16 15 51-52
17 16 52-53
US/SG SizeUK SizeEU Sizes
M4 | W6 M3 | W4 36-37
M5 | W7 M4 | W5 37-38
M6 | W8 M5 | W6 38-39
M7 | W9 M6 | W7 39-40
M8 | W10 M7 | W8 41-42
M9 | W11 M8 | W9 42-43
M10 | W12 M9 | W10 43-44
11 10 45-46
12 11 46-47
13 12 48-49
14 13 49-50
15 14 50-51
16 15 51-52
17 16 52-53
US/SG SizeUK SizeEU SizesInchesMilimeters
C2 N/A N/A 3 7/8 98
C3 N/A N/A 4 1/8 107
C4 4 19-20 4 1/2 115
C5 5 20-21 4 7/8 123
C6 6 22-23 5 1/8 132
C7 7 23-24 5 1/2 140
C8 8 24-25 5 7/8 149
C9 9 25-26 6 1/8 157
C10 10 27-28 6 1/2 166
C11 11 28-29 6 7/8 174
C12 12 29-30 7 1/8 183
C13 13 30-31 7 1/2 191
J1 1 32-33 7 7/8 200
J2 2 33-34 8 1/8 208
J3 3 34-35 8 1/2 217
J4 4 36-37 8 7/8 225
J5 5 37-38 9 1/8 233
J6 6 38-39 9 1/2 242

Promotions and Coupons

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

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

  2. How to use coupon code?

    Type 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. 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.

Our Products

Crocs shoes care instructions

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 resistant. 

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 lustre. 

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