FAQs

DELIVERY

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.

Majority of orders are dispatched within 1 business day if all products ordered are in stock. Otherwise, the dispatch time is 2-4 business days.

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.

Shipping charges vary based on your location and the total weight of the parcel. We often offer free shipping to some countries or as part of a short term promotion. Exact shipping costs are calculated and displayed during the checkout.

Yes, we ship worldwide.

Yes, we deliver to any street address in Australia. We do not deliver to PO Boxes.

ORDERS & PAYMENT

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 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.

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.

We have the following payment option available:

  • Credit Card – MasterCard, VISA, American Express
  • PayPal

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 cannot be changed.

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.

All payments are processed in Australian Dollars. Display of prices in currencies other than Australian Dollar are estimates and should be used for informational purposes only.

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.

UGG BOOTS BRANDING

No we don’t.

‘UGG’ and ‘UGG Australia’ products are made in China and Vietnam by Deckers Outdoor Corporation, which we are not in any way affiliated with.

All our ugg boots and sheepskin footwear are made in Australia by Australian ugg boots manufacturers. Every product carries a green ‘Made in Australia’ swing tag.

The answer to this question depends on your location.

In Australia ugg boots is not a brand name, it’s a generic term that has been used for decades to describe sheepskin footwear.

Outside of Australia, 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 brand and ugg boots are a product made by Deckers Outdoor Corporation.

GENERAL

Please refer to our Sizing Information. If still unsure, contact our customer service team and we’ll assist.

If you happened to find an identical product on another site for a lower price, we will happily match it.

Please contact us with the details and we’ll try to help.

Please contact our customer service team and we’ll try to help.

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

PLEASE NOTE: To help our customers with early Xmas shopping, we are temporarily extending our returns/exchanges windows. All items ordered between October 23, 2020, and December 15, 2020, can now be returned until January 31, 2021.

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.

PLEASE NOTE: To help our customers with early Xmas shopping, we are temporarily extending our returns/exchanges windows. All items ordered between October 23, 2020, and December 15, 2020, can now be returned until January 31, 2021.

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 Returns Policy.

It can take up to 5 working days for your returned goods to arrive at our warehouse. Once the goods have been received, they will be accessed to see if they are eligible for a refund, this process can take further 1-2 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.

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.

Contact

Still have questions?