Where is my order number? 

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

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. 

I did not receive order confirmation. 

Please contact us and specify order date and items ordered. 

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 original payment method. 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. 

What are the shipping charges? 

Order Amount RM250+: Free 

Order Amount below RM250+: RM15 

Delivery including warehouse processing: 

West Malaysia: 2–7 business days from order date 

East Malaysia: 6–12 business days from order date due to extended shipping times 

We currently do not offer international shipping. Delivery is available within Malaysia only. 

What is the delivery time? 

Orders are processed on business days only (Monday–Friday, 9am–6pm), excluding public holidays in Malaysia. Delivery fees are non-refundable, unless you receive an incorrect item. 

The average delivery time is 1–5 business days, and 5–10 days for East Malaysia. 

• Packages are delivered via DHL, Ninja Van 
• No deliveries on weekends or public holidays 

Address Restrictions 

We are unable to deliver to the following addresses: 

• PO boxes 
• Hotel addresses for incoming guests or events 
• Event venues and temporary event spaces 

Note: Couriers deliver only to standard residential or commercial addresses that are accessible without restrictions. If customers choose to ship to hotels or event spaces, we will not coordinate delivery on their behalf. 

I received wrong delivery. 

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

I did not receive order confirmation. 

Please contact us and specify order date and items ordered. 

How can i track my order? 

Before your order is shipped, the status will remain as “Unfulfilled”, and tracking details will not be available under My Account > Order Number > Order Details. 

Once shipped, the order status will be updated to “Fulfilled”, and customers will be able to view their tracking number. 

Using this tracking number, please track your order via the tracking link: Here

Do you allow exchanges? 

No, we do not accept exchanges at our retail stores. 

How to return my order? 

We accept returns for all unworn items with a 100% money-back guarantee*. Please refer to our Return Policy for full details. 

Can I return the shoes to any of the Crocs outlet and concept stores? 

Crocs retail stores do not accept any returns for online purchases. 

Do I have to pay for return shipping? 

No, return shipping is free and will be scheduled by our Customer Service team once your return request is confirmed. Please refer to our Return Policy  

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 The quality check may take up to 2 weeks. Once the inspection is completed and the return is confirmed, the refund will be processed within 7 working days to your original payment method (e.g. credit card). Please contact us if you do not receive your refund within 20 working days after the refund has been processed. 

Is there any product 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 receipt of product. 

This warranty is provided in addition to, and does not affect, your rights under the Malaysian Consumer Protection Act 1999. 

Please contact us  with your order number and details of the defective item for assistance. 

What are the payment options available? 

All payments are 100% convenient, safe & secure. 

We currently offer the following payment options: 

• Visa 
• Master 
• GrabPay 
• TnG e-wallet 

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. 

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: 

Size chart

I forgot my account password. 

Click on Login at the top of the page (under My Account), then select the “Forgot your password?” link. A new password will be sent to your registered email address. 

I did not receive newsletter with discount after signing up. 

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

How to unsubscribe from newsletter? 

Click on the "unsubscribe" button at the bottom of the email which you received from Crocs Malaysia. Alternatively please contact us. 

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 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. 

Packaging and Shipping 

Crocs cares about the impact its products and packaging have on the environment and practices sustainability in its supply chain. A recent change in our packaging and shipping practices provides a great example of these efforts. Late in 2017, Crocs made the decision to move away from the use of cardboard boxes and began packaging and shipping its merchandise in poly bags. Our poly bags consist of recycled material, emit less carbon dioxide, and require less water than those used in cardboard box manufacturing. This change also substantially reduces our carbon footprint during its transportation throughout our supply chain. The result is reduced environmental impact as compared to cardboard box usage. 

How to use coupon code? 

Crocs™ coupon and promotional codes need to be applied in the cart prior to checking out. You can apply your coupon or promotional code in the "Promo Code" field in the cart. Make sure to hit the apply button in order to ensure your coupon is applied appropriately. Once applied, you will see the discount in the cart. 

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

Coupon codes issued by Crocs.com.my or Crocs online customer service are for use ONLY on Crocs.com and cannot be used in Crocs owned stores or on any other Crocs owned website. 

* Please note that there may be an exclusions list for certain coupons or promotional codes. 

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

1. Coupon codes might be 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. 

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

3. Your coupon code may have expired. If the coupon code has expired, you'll receive an error message under the coupon and promo code box. 

4. Some coupon codes are valid only on specific styles and will not work with non-qualifying styles. You can check coupon or promotional exclusions with the details once the coupon is applied in your cart. 

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 the stores.