Shipping, Returns & Exchange Policy
Returns or Exchange
If an item does not fit it may be exchanged only.
Exchanges are limited to certain items only, and if accepted the exchange must be within 30 days of purchases. This only applies to items that have not been worn or used and must be returned in brand new condition.
Please note - we do not accept returns for buyers remorse or customers that have simply changed their mind, or orders shipped overseas.
We are also unable to accept returns or exchanges for items that are made to order (most of our boots are made to order items), items that are on sale or items that are end of production.
Prior to returning your parcel, please ensure you Contact Us with your order name and number, as well as the reason why you would like to exchange your order, any orders sent back to us without authorization will not be accepted by us and will be returned to you.
You will be required to ship the products back to us. These costs are under the responsibility of the buyer. We do not collect parcels.
Manufacturer’s Warranty
You can shop with complete confidence from us knowing that you are covered by our Manufacturer’s Warranty. We will provide a replacement if your boots have a manufacturing defect or fault. We will examine the length of time you have had your boots, their general condition/use and the nature of the defect/fault.
For any concerns which you may have regarding your purchase, we encourage you to contact us; you will be pleasantly surprised to discover we are human! We are also customers when we aren’t working here!
We will always work together with you to ensure there is a favourable and a fair outcome.
What isn’t covered by our warranty?
We don’t like fine writing and complicating things for our customers. Just a few common sense things which we are certain you will agree with; Our warranty does not cover the following:
General wear and tear
Intentional or accidental damage to products
Using your sheepskin boots in a way which would shorten the lifespan of them or damage them – this may include walking in muddy areas or terrains that may damage your boots.
Loose wool or “fluff” (this may be present for the first few days but will subside with a few days of wear). This does not represent a faulty pair of boots or a sub quality pair of boots.
Exchanges within Australia
We will accept an exchange for a different colour or size only on certain products within 30 days of your purchase.
Any returned items must be sent back in brand new condition with all labels attached. We do not accept items that have been worn or damaged.
Please contact us at uggsales@ugg.com.au with your order name ,order number and exchange information to request the procedure of exchanges.
Once an exchange is initiated you must send the item back at your expense. We then charge postal costs ($25 + gst) to send them back out to you.
Exchanges - International
All Ugg boots that ship overseas have a rear label specific to the region they ship to. For example boots shipped to the USA have a specific label that differs from the UK, or Europe etc.
As such Ugg boots shipped internationally are custom made for the requested region and as such are unable to be returned or exchanged.
Exchanges/Returns on Custom Made Orders
We do not offer exchanges or returns on custom made orders.
Exchanges/Returns on Clearance Sale Items
We do not offer exchanges or returns on clearance sale items.
Coupon Codes
Cannot be used in conjunction with any other offer (e.g. Boxing Day, New Year Sale) and are not redeemable for cash. Unless otherwise stated, vouchers are for online use only.
Changes /Cancellation of Orders
Please email uggsales@ugg.com.au quoting your order reference number and changes required immediately after noticing an error on your order.
(Kindly note, whilst we make every attempt to assist our customers in changing or cancelling an order, it is the buyers responsibility to ensure they are committed to purchasing their order before they press the submit button and that all information is correct at the time of purchase. Unless otherwise agreed or stated, we cannot guarantee a change or cancellation can be made to an order, prior to it being transferred to our delivery depot or dispatched. Please check all details prior to your purchase to avoid any errors or unwanted orders)
Orders which cannot be changed / cancelled:
- An order which has been processed and is being prepared for dispatch.
- An order which has been dispatched.
An order which has not yet been processed when a cancellation request is received will be refunded less the relevant credit card / payment method fees we get charged.
We reserve the right to cancel and refund orders at any given time and for any reason, without the prior consent of the buyer, should we find this necessary.
Unclaimed Parcels
Parcels returned to us as unclaimed, refused or return to sender will be cancelled.
It is in our sole discretion to instruct our delivery partners to return parcels which are unclaimed/refused back to our premises in Melbourne, Australia. In the event that we deem it necessary to not have your parcel returned from overseas you will not be entitled to a refund. This often occurs due to delivery companies charging heavy rates to return parcels back to us. Inside Australia the postage payable to have it returned back to us will be passed on to the customer.
Shipping
We ship both within Australia and Internationally.
We believe that we have aligned ourselves with excellent delivery partners, but there may be times when, despite their best efforts, parcels are delayed in the delivery process. We will always endeavour to work with our delivery partners to ensure prompt arrival of your products.
We generally require 2-3 business days to process all orders through our website. This is known as ‘processing time’. Business days are Monday to Friday and exclude weekends and public holidays in the state of Victoria. Processing times may be longer during high seasons and slight delays may occur during these times. Our high seasons are two during the year. Australian winter (June to September) and International Winter (October to January). Particular points of high traffic are Mother’s Day and Christmas. Be sure to get your order in early.
NOTE: Currently orders are taking approximately 3-5 days from ordering to shipping.
It is critical that you enter the correct delivery address details at the time of ordering. Should you enter any incorrect details we cannot guarantee a problem free delivery.
We will provide you with an estimated date for delivery of all parcels. While we make every effort to deliver by this time, all dates specified are estimates only.
All sheepskin boots shipped to the United States of America are shipped exclusively with our Made In Australia label.
Shipping within Australia
We ship directly from our factory in Melbourne, Australia. For all Shipping within Australia we choose to use Australia Post and other courier companies which generally have the following transit times*.
*A transit time refers to the time it takes between the time we have dispatched your parcel until the time it arrives to your delivery address, or local post office or collection point for collection.
Regular Mail has a transit time of 3-5 business days depending on location.
Express Mail has a transit time of 1-2 business days depending on location.
All times mentioned are approximate and do not include processing times.
Shipping International / Outside Australia
We ship directly from our factory in Melbourne, Australia. For all shipping outside of Australia we use a courier service which has the following transit times*:
A transit time refers to the time it takes between the time we have dispatched your parcel until the time it arrives to your delivery address, or local sorting centre. Depending on your country extra time may be required through customs clearance.
Regular Shipping: 7 – 10 business days depending on location.
Express Shipping: 2 – 5 business days depending on location.
All times mentioned are approximate and do not include processing times.
Did you know?
Did you know that when sending from Melbourne, Australia, it takes less time for a parcel to arrive into the United Kingdom than it does to Perth, Australia?
Import Duty / Taxes
Items sent outside of Australia, may be subjected to import taxes such as Custom, VAT, custom processing fees and courier release fees. Please ensure you are aware of any customs, import tax, duties and other charges which are applicable in your country. We cannot accept claims as such and cannot be responsible for these costs. These fees are entirely the responsibility of the buyer. If not sure, Please contact your local customs or postal authorities prior to your purchase.