Frequently Asked Questions

We gladly accept returns and exchanges within 30 days of the original invoice date from customers who purchased their UGG® Australia product from the mail order, call center, website or Authorized UGG® Australia retailer. Please refer to the back of your invoice for the required return form.

Important Information About Our Return Process:

The product being returned or exchanged must be free of wear and tear and must be thoroughly cleaned so that all dirt and debris is removed. Dirty shoes will be returned to the customer.

Shipping charges must be paid by customer for the return and are non-refundable. All returns should be sent by a trackable method. We recommend using UPS, FedEx or USPS regular ground service. UGG® Australia is not responsible for packages lost in transit.

Once we receive the item, we will ship your requested exchange item to you without charging any additional shipping. The new item may still be subject to duties, taxes and brokerage fees. Please allow up to 15 business days from the date we receive your return to complete your return or exchange.

If you received your UGG® Australia product as a gift or if you do not have a receipt or invoice, please refer to the easy return links below.

• I purchased my UGG® Australia product online at uggaustralia.com.


• I purchased my UGG® Australia product through the UGG® Australia call center.


• I purchased my UGG® Australia product from an Authorized UGG® Australia retailer.


• I received my UGG® Australia product as a gift.

The UGG® Australia warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship. All items sent to UGG® Australia which are past one year old from date of purchase will be evaluated on a case by case basis.

If a product is not deemed defective, it will be returned to the customer. All packages should be sent in via a trackable as UGG® Australia is not responsible for packages lost in transit that consumers have sent to them. Returns take 1 to 3 weeks to process.

Orders shipping via UPS Domestic Ground will process within 3 business days (all days except Saturday, Sunday and major holidays) if received before 7:00am MST (GMT-7). Orders shipping via UPS Air service will process same business day (excluding Saturdays, Sundays and major holidays) when received before 11:00am MST (GMT-7).

If received after 11:00am MST (GMT-7), order shipping via air service will process the following business day. All UPS packages are delivered on business days only (excluding Saturdays, Sundays, and major holidays).

Please allow up to 15 business days from the date we receive them for your return to be processed.

Please keep in mind all return requests (exchange/refund) will be processed as received. We cannot make any changes to the return or action requested upon receipt.

We offer 3 different methods of delivery.

Best Ground - UPS Ground Service or USPS Priority, 3 to 10 business days;

2 Day via UPS only;

Next Day via UPS only. There are additional charges for shipping to Hawaii, Alaska, and Puerto Rico.

We accept American Express, MasterCard, Visa, Discover Card, money orders, cashier's checks and personal checks. All checks and money orders need to be made out to UGG® Australia. We may hold all orders paid by personal check up to 19 business days while the check clears the bank. All money transactions are in US Dollars. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. If the billing address or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification. In most cases, "virtual credit cards" cannot be verified. We do not recommend using a virtual credit card on your UGG® Australia orders. If you have any questions please call our customer service department at 1.888.432.8530.

No, duties & taxes and brokerage fees are charged on the total amount of order which includes the merchandise and shipping & handling fees.

Duties & taxes and brokerage fees are calculated and charged by the courier which is UPS.

If you provided a valid email address during the check out process,you will receive two emails after your order is placed. The first confirms the details of your order. The second notifies you that your order has shipped and contains your shipment tracking number. If you have placed an order recently, you may click on the "View your Order History" link below to track your order.

Because we pride ourselves in processing your orders quickly and efficiently, once your order has been confirmed, we can no longer cancel or modify your order. You may return your order once you receive it. Please see our return information link below.

Shipping rates to Canada range from $14.95 to $119.95 or more depending upon the cost of the item(s) purchased and the method of shipment. All other international shipping charges range from $29.95 to $119.95 depending upon the cost of the purchased products. Delivery to Canada and Standard International Delivery requires the consignee of the package to be responsible for all duties, taxes and brokerage fees as mandated by the Government of where the shipment is received. Please check with your local agency for details on estimated fees. UGG® Australia is not responsible for duties and taxes. The customer is responsible for these fees.

All international shipments are sent through UPS.

If an international package is refused for any reason, we will not refund the customer for the merchandise nor shipping & handling charges. We do not pay for return shipping when the package is abandoned internationally.

The recipient of the package is responsible for all duties & taxes and brokerage fees. Duties & taxes and brokerage fees are not included in the shipping & handling fee we charge. Please check with your local agency for details on estimated fees.

We do make every effort possible to maintain ample supply of our stock. However, when we run out of stock, these items are removed from our website and are no longer currently available. You may find the product you are looking for at a local retailer. To search for a retailer in your area click on our "retailer locator" link below.

Gift cards purchased on line at our website www.uggaustralia.com cannot be redeemed at an UGG Australia store or in any retail location. These gift cards can only be redeemed at www.uggaustralia.com Gift cards purchased at any of our UGG Australia flagship store locations can only be redeemed at those UGG Australia flagship locations. They cannot be redeemed at www.uggaustralia.com.

Sheepskin is naturally water resistant and therefore small amounts of moisture will not seep through or damage it. For further protection, treat products with UGG® Stain and Water Repellent.

To clean please carefully follow the below instruction:

Hand wash only. DO NOT use a washing machine.

Moisten entire surface of sheepskin footwear with clean, cold water.

Dilute Cleaner and Conditioner with 1/2 water and 1/2 Cleaner & Conditioner

Apply a small amount of diluted Cleaner & Conditioner to a clean, wet sponge. DO NOT apply Cleaner & Conditioner directly onto the footwear.

Gently scrub to clean entire area. Sheepskin has a delicate surface, which can be damaged if scrubbed aggressively, or with undiluted concentration.

Rinse in clean, cold water, do not soak boot.

Lightly stuff with paper to hold shape, and allow to dry naturally and slowly. DO NOT dry in direct heat or sunlight.

Once footwear is dry, lightly brush with with a very soft suede/nubuck brush in one direction only.

Please note that when properly used, UGG® Australia "Water & Stain Repellant"and "Cleaner & Conditioner" will help to prevent and/or remove/reduce stains. Like any fine garment, sheepskin is delicate and not all stains can be prevented or removed.

With proper care and cleaning, you can expect your footwear to last longer, but we do not guarantee that it will remove all stains nor prevent stains from occurring.

Although we are not currently producing a standard catalog featuring our current line, we do produce a small brochure featuring several of our most popular products. If you would like to receive one of these brochures, call our customer service department at 1.888.432.8530. We also invite you to browse our site to view our entire product line including this seasons newest products.

Yes. We can exchange your shoes for you, provided the shoes are from our current product line and are clean and free of wear and tear.

If you are requesting an exchange for a more expensive style, you will need to furnish payment for the difference in purchase price.

If you are exchanging for a less expensive style, you will be issued credit with UGG® Australia. We cannot issue any refunds on shoes not originally purchased through our company. We sell our products at the suggested retail price and this is the amount of credit you will be issued. We are not responsible for additional markups incurred through the original purchase location.

Yes, we do. Please visit our Corporate Sales Page for more information

If you purchase an UGG® Australia product from a retailer that is not listed here, we cannot guarantee the authenticity, quality or performance of that product. We will not accept product for authentication if purchased from unauthorized sources, nor assist with disputes relating to such purchases. UGG® Australia works closely with our retailers to ensure that the highest level of customer satisfaction is given to our customers for all of our products.

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The presence of counterfeit products in the market place is an unfortunate reality for many luxury brands including UGG® Australia. Though we aggressively pursue removal of this product through various means, please be aware that there is counterfeit UGG® Australia product being offered to consumers, primarily through on-line websites, auction sites and trade boards. If you are viewing UGG® Australia product on-line anywhere other than uggaustralia.com and the domain name includes "UGG", or any variation of this word, or includes one of our style names in the domain address, e.g. "Cardy", this product is most certainly counterfeit. If you do not buy UGG® Australia product from uggaustralia.com or one of our authorized retailers listed in the Dealer Locator you should assume you are purchasing counterfeit product. Furthermore if you are purchasing on line and delivery to you is scheduled from anywhere other than the U.S. the product is suspect. Please review our Warranty section on the limitations to our assistance should you purchase counterfeit UGG® Australia product.