Exchange Policy

1. Eligibility for Exchange

We offer exchanges on items purchased from our official Crocs retail stores and online store, subject to the following conditions:

  • Exchange requests must be made within 7 days of delivery (for online orders) or purchase date (for in-store purchases).
  • Items must be unused, unworn, and in original condition.
  • Products must be returned in the original box and packaging.
  • All original tags, labels, and invoice/receipt must be provided.
  • The product must not show any signs of wear, washing, damage, or alteration.

For hygiene reasons, items showing visible wear will not be eligible for exchange.

2. What Can Be Exchanged?

Eligible exchanges include:

  • Size change
  • Color change (subject to availability)
  • Style change (price difference will be adjusted accordingly)

Exchanges are subject to product availability in store or online inventory.

3. Price Difference Adjustment

  • If the new item selected is of higher value, the customer will be required to pay the difference.
  • If the new item is of lower value, the balance amount will be issued as:
    • Store credit (for in-store exchanges), or
    • Voucher code (for online purchases)

No cash refunds will be issued for exchange balance differences.

4. Online Order Exchange Process

To request an exchange for an online order:

  1. Contact our customer service team at +92 300 2012616.
  2. Share your order number and reason for exchange.
  3. Our team will guide you through the return pickup process.

Please note:

  • Customers may be responsible for return shipping charges unless the product received was defective or incorrect.
  • Once the returned item passes quality inspection, the exchange item will be dispatched.

Exchange processing time: 5–7 working days after we receive the returned product.

5. In-Store Exchange

Items purchased from our retail stores may be exchanged at any official Crocs store in Pakistan, subject to:

  • Presentation of original receipt
  • Product meeting exchange eligibility conditions
  • Stock availability at that location

Online orders may also be exchanged in-store (recommended for faster processing), provided the invoice is presented.

6. Non-Exchangeable Items

The following items are not eligible for exchange:

  • Items purchased during final sale or marked “Non-Exchangeable”
  • Customized or personalized products
  • Gift cards
  • Items returned without original packaging
  • Products damaged due to misuse

7. Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 48 hours of delivery with photos and order details. Our team will arrange a replacement at no additional cost.