Returns & Refunds Policy

This article provides a detailed explanation of the Returns & Refunds Policy, covering all the essential elements customers need to know. Understanding the VivaCrocs return policy, you can shop with peace of mind, knowing that any issues with your purchase can be resolved efficiently and fairly.

I. Return Eligibility

Timeframe

VivaCrocs allowing customers to return their items within 14 days from the date of purchase. This extended period gives shoppers ample time to decide if their new VivaCrocs are the right fit for them, ensuring that they are fully satisfied with their purchase.

Condition

To be eligible for a return, items must meet specific condition criteria. VivaCrocs requires that all returned items be unworn, unwashed, and in their original packaging with tags attached. This ensures that the products can be resold to other customers in pristine condition. If an item shows signs of wear or has been altered in any way, it may not be accepted for return.

Proof of Purchase

When returning an item, customers must provide an order confirmation email or the original receipt to initiate the return process. This helps VivaCrocs verify the purchase details and ensures that the return is processed smoothly. Without proof of purchase, it may be challenging to validate the return, which could lead to delays or complications in receiving a refund.

Exclusions

It’s important to note that not all items are eligible for return. VivaCrocs has specific exclusions in its return policy, including final sale items and Jibbitz charms. Final sale items are typically discounted products that are not returnable under any circumstances. Jibbitz charms, which are small decorative accessories for VivaCrocs, are also non-returnable due to hygiene reasons and their low price point. Customers should be aware of these exclusions when making their purchases to avoid any disappointment later on.

II. Return Options

VivaCrocs offers flexible return options to ensure a hassle-free experience for its customers. Whether you prefer the convenience of online returns or the immediacy of in-store returns, VivaCrocs has you covered.

Online Returns:

Returning items online through the VivaCrocs website or app is straightforward. Here’s a step-by-step guide to initiate an online return:

1. Visit the VivaCrocs Website or App: Log in to your VivaCrocs account and navigate to the “Order History” section.
2. Select the Order: Find the order containing the item you wish to return and click on it.
3. Initiate the Return: Click on the “Return” button next to the item you want to return. Follow the on-screen instructions to complete the return request.
4. Print the Prepaid Return Label: If eligible, VivaCrocs will provide a prepaid return label. Print this label and attach it to your return package. If a prepaid label is not provided, customers are responsible for return shipping costs.
5. Package the Item: Ensure the item is in its original packaging with tags attached. Include the order confirmation email or receipt inside the package.
6. Ship the Package: Drop off the package at the nearest shipping carrier location.

After initiating the return, VivaCrocs typically processes returns within 5-7 business days of receiving the item. Refunds are then issued to the original payment method, which may take an additional 3-5 business days to reflect in your account.

In-Store Returns:

For those who prefer returning items in person, VivaCrocs allows returns at any of their retail stores in the US, excluding outlets and department stores. Here’s what you need to do:

1. Locate a VivaCrocs Retail Store: Find the nearest VivaCrocs retail store using the store locator on the VivaCrocs website.
2. Bring the Required Items: Take the item you wish to return, along with the proof of purchase (order confirmation email or receipt).
3. Visit the Store: Go to the customer service or returns desk at the store and inform the staff that you would like to return an item.

In-store returns are generally free of charge, and there are no restocking fees. However, it’s always good to check with the store beforehand to confirm their return policy. The in-store return process is usually quicker, with immediate confirmation of the return and faster processing of refunds.

With both online and in-store return options, VivaCrocs ensures that customers have the flexibility to choose the method that best suits their needs. This commitment to convenience and customer satisfaction highlights VivaCrocs’ dedication to providing a seamless shopping experience.

III. Refunds

Understanding the refund process is crucial for customers seeking returns. VivaCrocs has a transparent refund policy that ensures customers receive their money back promptly and efficiently.

Refund Method: 

Refunds are typically issued to the original payment method used for the purchase. This includes credit cards, debit cards, PayPal, and other forms of payment accepted by VivaCrocs. It’s important to note that if the original payment method is no longer valid (e.g., an expired credit card), customers should contact VivaCrocs customer service to arrange an alternative refund method.

Refund Processing Time: 

Once VivaCrocs receives the returned item, they aim to process the refund within 5-7 business days. However, the time it takes for the refunded amount to reflect in the customer’s account may vary depending on the payment method and the customer’s bank or payment provider. On average, it can take an additional 3-5 business days for the refund to appear in the customer’s account.

Exchanges: 

VivaCrocs offers a straightforward process for exchanges. If customers wish to exchange an item for a different size, color, or style, they need to return the original item and place a new order. Direct exchanges are not typically available, so initiating a new purchase ensures that the desired item is in stock and can be shipped promptly. You can find out details about exchanging products on the Exchange Policy page.

IV. Additional Information

VivaCrocs aims to ensure a seamless return process for all customers, providing additional guidelines for specific scenarios and common questions.

Damaged or Defective Items: 

If you receive an item that is damaged or defective upon arrival, VivaCrocs prioritizes addressing these issues promptly. Follow these steps to return damaged or defective items:

1. Contact Customer Service: Reach out to VivaCrocs customer service as soon as you notice the issue. You can contact them via phone, email, or the live chat feature on the VivaCrocs website.
2. Provide Details: Be prepared to provide detailed information about the defect or damage, including photos if possible. This helps customer service assess the situation and expedite the return process.
3. Follow Instructions: Customer service will guide you through the return process, which may include sending a prepaid return label and instructions for shipping the defective item back.
4. Replacement or Refund: Depending on your preference and product availability, VivaCrocs will either send a replacement item or issue a full refund once the damaged or defective item is received and inspected.

Holiday Return Policy: 

VivaCrocs understands that gift-giving seasons require flexible return options. During the holidays, they often extend the return period to accommodate early shoppers:

1. Extended Return Window: During the holiday season, VivaCrocs usually extends the return window to allow for returns beyond the typical 14 days. This extension ensures that recipients have ample time to return or exchange gifts.
2. Specific Dates: Check the VivaCrocs website or contact customer service for specific dates and details regarding the holiday return policy each year.

VivaCrocs is dedicated to ensuring a positive shopping experience for all its customers. For any further questions or assistance, customers can reach out to VivaCrocs customer service, who are always ready to help.