Return & Refund Policy

General Return Conditions:
In order for a return to be accepted, it must meet the following conditions:

  • Return within 30 days of receiving the product
  • The product must be unused, unworn, and with the attached tags
  • The product must be in its original state and packaging with the original tags attached and accessories
  • Footwear must be in the original packaging with original tags attached.

Returned products are inspected by our in-store sales associate. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will not be accepted.

We do not replace or refund products:

  • Obtained from a source other than https://crocs.com.ph/
  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
  • Damaged by misuse or activities other than the intended purpose

General Process for Returns (Both Replacement and Refund)

  • Customers must contact Crocs Philippines Customer Service via Facebook Messenger (https://web.facebook.com/CrocsPhilippines) or via Email (crocs.shopsm.customerservice@gmail.com) 
  • Customers must provide (a) Order Number, (b) Reason for Return, and (c) Supporting Images - ex. Product Images, Tape Receipt, Delivery Confirmation
  • Crocs Philippines Customer Service will confirm if return is valid for "Return & Exchange" or "Return & Refund"
    • valid returns that are not sold in store are automatically for refund
    • valid returns that are discounted or sale items are automatically for refund
  • On receiving confirmation, Customers may choose to return the item via

    Crocs Philippines Retail Stores
    • Customers must bring the following to the stores
      • Order Parcel
      • Tape Receipt / Printed Order Details
      • "Return & Exchange" or "Return & Refund" Confirmation
    • Retail Store will inspect and receive the item. If return is valid, the retail store will:
      • Process an exchange with Customer Service Exchange Confirmation and if item is on stock & sold at the same price at store or 
      • Issue a Transmittal with Customer Service Refund Confirmation 
    • Customer may follow up with Crocs Philippines Customer Service Team on refunds by Facebook Messenger (https://web.facebook.com/CrocsPhilippines) or via Email (crocs.shopsm.customerservice@gmail.com) for updates
Third Party Logistics (shipping cost shouldered by customer)
    • Customer must include the following in the Package
      • Order Parcel
      • Tape Receipt
      • "Return & Exchange" or "Return & Refund" Confirmation
    • Return Address will be as follows: CROCS c/o the SM eStore - 4th Floor, SM Cubao, Times Square corner P. Tuazon Street, Socorro, Quezon City, Metro Manila, Philippines 1109
    • Handover the Package to your preferred Third Party Logistics
    • Customer may follow up with Crocs Philippines Customer Service Team on refunds by Facebook Messenger (https://web.facebook.com/CrocsPhilippines) or via Email (crocs.shopsm.customerservice@gmail.com) for updates