FAQ

FAQ: Frequently Asked Questions

Welcome to our FAQ section ! We've gathered the most common questions here to help you quickly find the information you need. If you can't find your answer, please don't hesitate to contact us !

 

1. Ordering and Payment

 

Q: How do I place an order on your site ? A: It's very simple ! Browse our collections, choose the item you like, then use our customization interface to make it unique. Add it to your cart and follow the steps in the checkout process. Once your order is confirmed, you'll receive an email confirmation.

Q: What payment methods do you accept ? A: We accept payments by credit card (Visa, MasterCard, American Express) as well as via Apple Pay and Google Pay for a fast and secure transaction.

Q: Is payment on your site secure ? A: Yes, absolutely. All transactions are secured using advanced SSL encryption, guaranteeing the protection of your personal and banking information. Your payment data is never stored on our servers.

Q: Can I modify or cancel my order after placing it ? A: Given that we begin customization quickly, modifications or cancellations are only possible for a very short period after your purchase. Please contact us immediately at pimpmycrocs.au@gmail.com or via our Contact page within 2 hours of placing your order. After this period, your order is generally already being prepared and cannot be modified or canceled.

Q: How do I use a promotional code ? A: You can enter your promotional code in the dedicated field when validating your cart, just before payment. The discount will automatically apply to your total order amount.

 

2. Shipping and Delivery

 

Q: What are your delivery times ? A: Delivery times vary depending on your location and the customization process.

  • Order preparation (including customization): 5 to 7 business days.

  • Estimated delivery time after dispatch:

    • Australia: 5 to 9 business days.

    • International (other countries): 9 to 15 business days (depending on destination). You will receive a shipping confirmation email with tracking details.

Q: What is the cost of delivery ? A: Shipping costs are calculated based on the weight of your order and your delivery address. You can view the exact costs in your cart before finalizing your purchase.

  • We offer free standard shipping for orders over $149.99 AUD.

Q: Where do you delivery ? A: We deliver everywhere in Australia and worldwide.

 

3. Returns and Exchanges

 

Q: What is your return policy ? A: We want you to be completely satisfied with your purchase.

  • Non-customized items: You have 7 days from the receipt of your order to return any non-customized item, provided it is in its original, unused condition and in its original packaging.

  • Customized items: Due to their unique and tailor-made nature, customized items unfortunately cannot be returned or exchanged, except in the case of a manufacturing defect or an error on our part in the customization compared to your order.

Q: How do I return or exchange an item ? A: To initiate a return or exchange, please consult our Refund Policy or contact our customer service at pimpmycrocs.au@gmail.com, indicating your order number and the reason for the return. We will guide you through the process.

Q: When will I receive my refund ?  A: Once we have received and inspected your return (for eligible items), the refund will be processed within 5 to 7 business days. The refund will be issued to the original payment method used for the purchase.

 

4. Products and Customization

 

Q: How do I care for my Crocs/customized products ?  A: To ensure the longevity of your Crocs, we recommend cleaning with a soft cloth and soapy water, avoiding abrasive products, and not exposing them to extreme temperatures.

Q: How do I choose the correct size ? A: We invite you to consult our Size Guide available in our Main Menu. If you have any doubts, please don't hesitate to contact us!

Q: Are the product colors on the site accurate ? A: We do our best to display our product colors as accurately as possible. However, due to variations in screens and lighting, slight color differences between the actual product and the images displayed may occur.

Q: I have a very specific or unusual customization request. Is it possible ? A: Our "How it works" page explains the standard customization process. If you have a very specific request that falls outside of this framework, you can indicate it in the "Special instructions for the order" section available in your cart before finalizing your purchase.Otherwise, feel free to contact us by email at pimpmycrocs.au@gmail.com or via our Instagram account @pimpmycrocs.shop before placing your order. We will do our best to accommodate your request ! 

 

5. Miscellaneous

 

Q: How can I contact you if I have other questions ? A: You can reach us via our Contact page or send us an email directly at pimpmycrocs.au@gmail.com. We strive to respond to all inquiries within 24-48 business hours.

Q: Where can I find your Terms and Conditions and Privacy Policy ? A: You will find this important information in the footer of our website.