Frequently Asked Questions
Returns/Exchanges and Warranty Information
- How do I make a return or exchange?
- What is the warranty on UGG® products?
- Do you do repairs?
- How can I track my return or exchange?
- What is the return policy?
Purchasing, shipping, and ordering questions
- When will my order ship?
- Where did my order ship from?
- How long will my UGG By You custom order take?
- How long will it take for my return to be processed?
- Do you offer price matching?
- What methods of payment do you accept?
- How are payment authorizations handled?
- Are duties/taxes and brokerage fees only charged on the merchandise?
- Who calculated the duties/taxes and brokerage fees?
- Can I track the progress of my order?
- Can I make changes to an open order?
- Do you charge sales tax?
- What will my shipping package look like?
- What if the style, color or size I want is not available?
- What locations accept UGG gift cards?
- How can I check the balance on my UGG gift card?
- What is the best method to clean and protect my UGG sheepskin?
- Where can I sign up to receive the UGG print catalog?
- I purchased a pair of genuine UGG boots and the store is unwilling to exchange them. Can you help?
- The boots that I submitted for a warranty evaluation have been sent back to me. Why?
- What currency are your prices listed in?
- How can I ensure that the UGG product I purchased is authentic and not counterfeit?
- My order arrived in a box shipped from China. Is the product counterfeit?
Returns/Exchanges and Warranty Information
How do I make a return or exchange?
We have implemented a new guided return system to help complete the correct forms and expedite your exchange or return.
What is the warranty on UGG products?
UGG Australia provides a manufacturer's limited warranty against defective materials and workmanship for one year from the date of purchase. This warranty only applies to authentic product purchased directly from www.uggaustralia.com, through our call center (888-432-8530), an authorized retailer or one of our UGG Australia flagship stores. The warranty does not apply to normal wear and tear or variations in color. For products that contain sheepskin, it should be noted that sheepskin is a natural product and the absorption of color dye may vary slightly within various areas of the material.
Do you do repairs?
We do not offer any repairs for any of our products. If you feel that your product is defective, please review our warranty policy found here: http://www.uggaustralia.com/return_policy.html
How can I track my return or exchange?
If you returned your product using our prepaid label, you may track your return here by using your order/invoice number as the tracking number. Once your return is processed, we will notify you by email. Please note that UGG By You custom orders are not eligible for returns or exchanges.
Track Your Return
What is the return policy?
For information regarding our returns & warranty policy, please click here.
Purchasing, shipping, and ordering questions
When will my order ship?
Orders shipped via UPS Domestic Ground will process within 24 hours (excluding Saturdays, Sundays and major holidays). Excluding UGG by You custom orders.
Orders shipped via UPS Air service will process the same business day (excluding Saturdays, Sundays and major holidays) when the order has been received and payment has been verified before 2:00 pm PDT (GMT-7). Excluding UGG by You custom orders.
If the order is received after 2:00 pm PDT (GMT-7), shipping via UPS Air service will process the following business day. All UPS packages are delivered on business days only (excluding Saturdays, Sundays, and major holidays).Excluding UGG by You custom orders. Custom orders typically take 3-5 weeks to create and deliver. On occasions individual model deliver times can change. All custom footwear sales are final. Custom orders are shipped to you via FedEx International Priority Direct at a cost of $10.00 per pair and will arrive separately from other items. Custom orders are not eligible for ground and/or free shipment promotions. Each customized product will be shipped separately, regardless of quantity ordered. Your total shipping charge will automatically compute during checkout prior to completion of your order.
We are not able to ship orders internationally or to PO Boxes.
Delivery will be attempted Monday through Friday, excluding holidays. If your order is returned as undeliverable, we will attempt to contact you at least once a week for a period of thirty days; after thirty days, UGG may dispose of the order at its discretion. Signature is required upon delivery to the address by FedEx. If no one is at the address, FedEx will reattempt delivery.
Where did my order ship from?
All regular UGG items are shipped directly to the consumer from our warehouse in California. UGG By You custom orders are shipped directly to the consumer from China. The sender will be UGG Australia and Deckers Outdoor Corporation. Additionally, it will reference our warehouse address in California.
How long will it take for my return to be processed?
Please allow up to twelve business days from the date that the package is received to fully process your return. While this is the maximum amount of time allotted, the majority of our returns are processed within five days of being received at our warehouse facility. All packages are processed in the order received and will be processed as requested on the return slip. UGG By You custom products are created just for you therefore we cannot accept returns, except for manufacturing defects. If you have a question regarding defective merchandise returns for an UGG By You product purchased online at uggaustrlia.com please contact customer service. Please note that we cannot make a change to an exchange/refund that is currently being processed by the warehouse.
Do you offer price matching?
No, UGG does not price match with other retailers or website offers. Additionally, we do not adjust pricing of previous purchases to match promotional pricing.
What methods of payment do you accept?
UGG accepts the following forms of payment:
- American Express
- Discover Card
- V.me by Visa
HOW ARE PAYMENT AUTHORIZATIONS HANDLED?
Upon order confirmation, we will authenticate your payment information. All credit cards are verified with the billing address registered to the card. It is extremely important that you enter all requested information exactly as it appears on your billing statement. You may receive an email from us if additional information is required. We will do our best to ensure that this process does not delay your order. If your order contains multiple items, they may be shipped at different times or from different facilities. In this case, we may authorize the full amount, but process individual charges from these separate shipments. The total amount charged to your payment method will equal the amount you were given on the Order Confirmation page.
Please Note: Payment Authorizations to cards issued in countries other than the United States may be subject to different processing time and additional verification. Individual banks and credit card processors may vary in how charges against authorizations are handled as well as how quickly authorizations are voided on canceled orders.
Are duties/taxes and brokerage fees only charged on the merchandise?
Duties/taxes and any applicable brokerage fees apply to the entire amount of the order, including shipping and handling fees. UGG does not set these fees. The government of the designated shipping destination determines duties/taxes and brokerage fees.
Who calculated the duties/taxes and brokerage fees?
The amount that needs to be collected is calculated by UPS (our shipping courier) in accordance with the government regulations for the country that the item is being shipped to. These fees are collected by the courier prior to delivery then submitted to the appropriate agencies by the courier as determined by law.
Can I track the progress of my order?
Provided that a valid email address was entered when placing the order we will email you after the order is placed. The initial email serves as a confirmation of the order details. Once the order has been processed and shipped by our warehouse you will receive a second email containing the shipping tracking number. Please note – the tracking information provided in the email may not be available on the UPS or USPS website immediately. If you cannot find a status for your tracking number online, please check back for updated tracking information ten hours after receiving the initial email. If the tracking number still fails to track the package after this duration of time please contact our customer service department at 888-432-8530 so that they can investigate the situation further.
If you have placed an order recently – you may click the link below to log into your account and view your order history.
UGG By You custom orders have an additional communication point. You will receive an email alerting you that we have started manufacturing your product shortly after you receive your confirmation email.
Can I make changes to an open order?
While we pride ourselves in processing orders quickly and efficiently, unfortunately once your order has been confirmed we can no longer cancel or modify the order. Once you receive your order you can use the free return label provided to make a return. Simply indicate that you would like a refund, or select a different item to be shipped to you. Excluding UGG By You custom orders.
Do you charge sales tax?
Yes. Sales tax will be applied to online purchases made by customers in all states in accordance to state/city/county regulations. Sales tax is charged based on the shipping address of the order. Sales tax will apply to online purchases in the following states - Arizona, Arkansas, California, Colorado, Connecticut, Georgia, Oklahoma, Florida, Hawaii, Illinois, Massachusetts, Nevada, D.C., New York, Texas, South Dakota, Vermont, Iowa, Minnesota, Missouri, Wisconsin, Utah, and Pennsylvania.
What will my shipping package look like?
Regular Shipping Package
Package when the item is gift wrapped and non-branded gift wrap is selected (UGG By You custom orders cannot be gift wrapped)
What are the rates for international shipping?
*Please note UGG By You can only be shipped to Domestic US locations
If shipping to Canada please make sure that you select Canada as your Country (found in the bottom of the website) before placing your order. This will ensure that you are receiving our negotiated rates for Canada. Orders to Canada already include applicable duties/taxes and brokerage fees, meaning the price that you see listed on the website is the total you will pay and there will be no additional fees required. Please visit www.uggaustralia.ca for shipping within the Canada
We now offer products directly from within the UK to be shipped to you. This provides much quicker shipping than from the US and there are no additional fees required when ordering from the UK website and shipping within the UK. Please visit www.uggaustralia.co.uk for shipping within the UK.
France, The Netherlands and Belgium
We now ship products directly from our UK warehouse to France, the Netherlands and Belgium. This provides much quicker shipping than from the US and we have negotiated costs so that your price includes any fees to get the items into the country. There are no additional fees required when ordering from the France and the Netherlands websites and shipping within these locations. Please visit www.uggaustralia.fr for shipping within France and www.uggaustralia.nl for shipping within The Netherlands and Belgium.
Austria, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Iceland, Italy, Lithuania, Luxembourg, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, and Sweden
We now ship products directly from our UK warehouse to the specified areas in the rest of Europe. This provides much quicker shipping than from the US and we have negotiated costs so that your price includes any fees to get the items into the country. Please visit www.uggaustralia.eu for shipping within the rest of Europe.
Croatia, Norway and Switzerland
We now ship products directly from our UK warehouse to specified areas in the rest of Europe. This provides much quicker shipping than from the US and lower shipping costs. Please note, that this is shipping only, and you will still be responsible for duties/taxes and brokerage fees once the item arrives in country. Please visit www.uggaustralia.eu for shipping within the rest of Europe.
Other International Destinations
We are excited to offer a $50 USD flat rate for shipments to other international destinations, effective June 28th, 2012. View our international shipping charges. Please note that this is shipping only and you will still be responsible for duties/taxes and brokerage fees once the item arrives in the country. If you refuse delivery on an international order the package will be abandoned at the border. Because the package will not be received back by UGG you will not be refunded for your purchase. Please review international orders very carefully to ensure that you have selected the correct color and size and are willing to accept the duties/taxes and brokerage fees as we cannot cancel an order once it has been placed.
What are my options in terms of international delivery companies?
We only ship via UPS to international destinations when orders are placed through our US Website. If an order is shipped to a Military address (APO or FPO) the order is processed via the United States Postal Service.
What if I refuse delivery on an international package?
If you refuse delivery on an international order the package will be abandoned at the border. Because the package will not be submitted back to UGG you will not be refunded for your purchase. Please review international orders very carefully to ensure that you have selected the correct color and size and are willing to accept the duties/taxes and brokerage fees as we cannot cancel an order once it has been placed.
Who is responsible for duties/taxes and brokerage fees on international shipments?
The recipient of the package is responsible for these fees. These fees are not included in the pricing or shipping/handling charges on our website. Except for the UK, Netherlands, Belgium and France. It is strongly recommended to check with your local agency for an estimate of these fees prior to placing the order.
What if the style, color or size I want is not available?
We make every effort to maintain an ample supply of our stock. If an item is discontinued it will be removed from our website. If we are currently out of stock but are expecting further stock to become available you will find a back order date listed on our website. This is an approximate date that we are expecting the item to arrive in our warehouse and it is not guaranteed. We do have a list of authorized websites where you might be able to find the color or size that you are looking for. In addition, we list authorized retail stores that may have what you're looking for in stock. Please note, retail stores do not carry all lines/styles and colors so it is recommended that you contact the store prior to visiting to determine if they have the color/size you are looking for. We also offer customized products with a variety of sizes and colors.
What locations accept UGG gift cards?
UGG® Australia gift cards can be redeemed online at uggaustralia.com, at 1-888-432-8530, or at any of our UGG® Australia flagship or UGG® Australia Company Stores. To redeem online or over the phone, provide the gift card number during checkout. To redeem at a retail location, present this card to the sales person.
How can I check the balance on my UGG gift card?
If you purchased your gift card through our website you can log into your account and enter the gift card number into the box provided and then click on "View Balance".
If you received the card as a gift you will need to create an account first. While the card is not tied to this account, it ensures that you are on a secure page when accessing the balance information and will protect you against someone gaining access of the card number or balance.
Please note – gift cards expire one year from the date of purchase.
What is the best method to clean and protect my UGG sheepskin?
Where can I sign up to receive the UGG print catalog?
In an effort to reduce our environmental impact, we no longer produce mass distributed print catalogs. We do, however, produce a seasonal "look book" which features new styles. If you would like to be added to our look book mailing please sign up on our website by creating an account.
I purchased a pair of genuine UGG boots and the store is unwilling to exchange them. Can you help?
Yes. We can make the exchange providing that the shoes are in a new/unused condition and that the exchange is within thirty days of your purchase.
Please note – if you are exchanging your purchase for an item of greater value you will need to pay the difference.
If the item you are exchanging is of lesser value, you will receive a credit that can be redeemed towards a future purchase through www.uggaustralia.com. This credit is good for one full year from the date of issue. The amount of the credit will be for the price that we sell the item through UGG. We are not responsible if you initially paid a higher price for your item then when you submit the item for an exchange.
The boots that I submitted for a warranty evaluation have been sent back to me. Why?
If your product does not meet the criteria within our warranty policy or is over a year old, we will return it to you with a notification of why it was not accepted. We will also send you an email letting you know when it is on its way back to you.
What currency are your prices listed in?
Our prices are listed in United States Dollars ($USD). If you would like to determine the approximate cost in another currency, we suggest you utilize an online currency converter, which will give you an estimate of the cost. Keep in mind that currency rates fluctuate daily, and your card will not be charged until the order actually ships which could result in a variation in the rate on the day of shipment.
How can I ensure that the UGG product I purchased is authentic and not counterfeit?
The presence of counterfeit products in the marketplace is an unfortunate reality for many luxury brands including UGG. Though we aggressively pursue removal of this product through various means, please be aware that there is still counterfeit UGG product being offered to consumers primarily through online websites, auction sites and trade boards.
If you are viewing UGG product online 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", you can assume the product is counterfeit. If you do not buy UGG product from uggaustralia.com or one of our authorized retailers listed in the Dealer Locator you should assume you are purchasing counterfeit product.
To ensure that you are getting an authentic product you should purchase from one of the following locations:
- 888-432-8530 – Customer Service Center
- An authorized online retailer
- An authorized retailer (i.e. Nordstroms)
If product is purchased from unauthorized sources we will not accept the product for exchange/refund or warranty replacement. We will also not assist with disputes relating to such purchases. Unfortunately, there are thousands of sites claiming to be authentic product. Please make sure that you check the site on our counterfeit page prior to ordering. View our Counterfeit page with website lookup.
My order arrived in a box shipped from China. Is the product counterfeit?
Only UGG By You custom orders ship from China. All of our standard orders will ship from California. While we do have overseas manufacturing, all products are shipped to the US where it goes through our quality control process. Our manufacturing facilities are strictly controlled under US labor regulations. Once you have received counterfeit product it is often extremely difficult to obtain a refund. Essentially, because you ordered a product and received a product, you may have a difficult time trying to dispute the charge with your credit card company. UGG cannot help you with any credit card disputes for counterfeit product.