Delivery
When will I receive my order?
If you live in Australian metropolitan areas the delivery time is 2-3 days after dispatch. If you live in Australian rural areas the delivery time is 3-5 days after dispatch. All orders are sent with Australia Post.
For all orders outside of Australia transit times are 6-10 working days after dispatch. Depending on the destination country, extra time may be required for customs clearance processing.
Majority of orders are dispatched within 1 business day if all products ordered are in stock. Otherwise, the dispatch time is 2-5 business days.
Do you ship internationally?
We ship worldwide.
What is the cost of shipping to my location?
Shipping charges vary based on your location and the total value/weight of your order. We often offer free shipping to some locations as part of a short term promotion. Exact shipping costs are calculated and displayed during the checkout. Please refer to our Shipping Policy for more information.
Do you deliver to anywhere in Australia?
Yes, we deliver to all street addresses across Australia. For PO Box deliveries, please contact us first, as additional verification may be needed.
Can I track my order after it is dispatched and how?
Yes, you will receive a tracking number via email once your order is dispatched. Clicking the link in the email will take you to Australia Post website showing up to date tracking information.
Branding and Labelling
Do you sell American 'UGG' or 'UGG Australia' brands of boots?
‘UGG’ and ‘UGG Australia’ products are made in China by Deckers Outdoor Corporation, which we are not in any way affiliated with.
Majority our sheepskin footwear are made in Australia by Australian manufacturers and carry a green ‘Made in Australia’ swing tag. Small seasonal ranges of slippers/scuffs and fashion boots are imported.
What is the labelling of your products?
Products shipped within Australia and New Zealand all have word ‘ugg’ in the labelling. Products shipped internationally are identical, but carry alternative labels that don’t contain word ‘ugg’, due to the trademark restrictions.
Is 'ugg' a brand name or a generic term used to describe sheepskin footwear?
The answer to this question depends on your location.
In Australia and New Zealand, 'ugg' is not a brand name, it’s a generic term that has been used for decades to describe sheepskin footwear.
Outside of Australia and New Zealand, an American company called Deckers Outdoor Corporation has trademarked terms ‘ugg’ and ‘ugg Australia’ and holds the exclusive rights to those terms. Meaning that outside Australia, ‘ugg’ is a brand and ugg boots are a product made by Deckers Outdoor Corporation.
Orders & Payment
Can I cancel my order?
Our dispatch process is automated for fastest possible turnaround. Order fulfilment process starts as soon as the order is placed - production commences for the made to order items and postage consignment is generated. Generally, the order can not be cancelled. If you wish to cancel the order, please contact us as soon as possible. We cannot guarantee that we'll be able to fulfil your cancellation request though. If we cannot cancel your order, you can return it back to us for a refund via our returns process.
How do international purchases work for different currencies?
All payments on our website are processed in Australian Dollars. Display of prices in currencies other than Australian Dollar are estimates and should be used for informational purposes only.
No matter what currency is selected, once you proceed to the Shopping Cart and/or Checkout, the currency will revert to the Australian Dollars.
I have a coupon code. How do I use it?
You can apply your coupon code at the checkout. Simply enter the code into the ‘Coupon Code’ box and click ‘Apply Coupon’. Each coupon has unique terms and conditions. If you’re having difficulties using your coupon please contact our customer service team.
Is it safe to use my credit card on your website?
Yes! We understand that the safety of your personal information is extremely important to you. We use globally accepted best practice electronic and physical security measures to protect your personal data including your credit card details from unauthorised access.
For more information regarding the security of your personal information, please read our Privacy Policy.
What payment options do you offer?
We have the following payment option available:
- Credit Card - MasterCard, VISA, American Express
- Wallets - Apple Pay, Google Pay
Can I change/add/remove items in my order?
Our dispatch process is automated for fastest possible turnaround. Order fulfilment process stats as soon as the order is placed - production commences for the made-to-order items and postage consignment is generated. Generally, the order can only be changed within 2 hours of being submitted.
If you wish to change the size/colour or remove any items from the order, please contact us as soon as possible. We cannot guarantee that we'll be able to fulfil your request though.
Once an order has been placed we are unable to add any items to the order because we are cannot charge you for those products.
I have an e-gift card. How do I use it?
You can apply your gift card number at the checkout. Simply enter the code into the ‘Discount code or gift card’ field and click ‘Apply’. Gift cards are valid from 3 years from date of purchase. For full terms please refer to Gift Cards page. If you’re having difficulties using your gift card please contact our customer service team.
General
How do I choose the right size?
Please refer to our Sizing Information. If still unsure, contact our customer service team and we’ll assist.
The product I want isn't available in my size. What can be done?
Please contact our customer service team and we’ll try to help.
How do I unsubscribe from your mailing list?
On the bottom of every email we send there is an ‘Unsubscribe’ link. Simply click ‘Unsubscribe’ and we’ll remove your email from the list. We’ll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.
Returns & Exchanges
Can I exchange my boots if they don’t fit?
Yes, we will happily exchange within 30 day period if the product is unworn with all the packaging and labelling intact. For full terms please refer to our Returns Policy.
Please note that we are unable to facilitate direct exchanges. If you wish to exchange an item for another size, colour or style, you will need to place a new order and return the original product for a refund in accordance with our Returns Policy.
What is your return policy?
We understand that sometimes a product just doesn’t fit, thats why we offer 30 day returns for all orders.
If you wish to receive a refund for your purchase, your item must meet the following conditions:
- Purchased within the last 30 days
- Unworn, undamaged and unmarked
- In its original condition and in the original packaging with all the labelling
- We do not accept returns after 30 days from the date of purchase
If you qualify for a return, you need to contact our customer service team to obtain a return authorisation.
For more information please refer to our Return Policy.
How long does the return process take?
Once the goods have been received by our warehouse team, they will be accessed to see if they are eligible for a refund, this process can take further 3-5 business days. You will be notified by email if the refund is approved and it will then be processed back to your original method of payment. Depending on your banking institution, your refund will appear in your account approximately 1-4 business days after it has been processed.
We may decline to offer a refund if the returned products are marked, damaged, show signs of wear or do not have their original and undamaged packaging and labelling. For more information regarding refunds, please see our Returns Policy.
Where do I find my order number?
Your order number can be found in your order confirmation email or the Tax Invoice included in the parcel with the products you’ve ordered.
