FAQ
Returns/Exchanges and Warranty Information
How can I make a return or exchange?
What is the warranty on UGG Australia products and how does it work?
Purchasing, shipping, and ordering questions
What methods of payment can I use to pay for my order?
Are duties/taxes and brokerage fees only charged on the merchandise?
Product Questions
What if I don’t see the style, color or size I need?
Where can I use my UGG® Australia Gift Card?
How can I check the balance on my Gift Card?
How do I care for my UGG® Australia sheepskin?
Can I get a catalog of all of your products?
Does UGG® Australia offer Corporate/Group Sales?
I received my boots back that I submitted for a warranty evaluation why?
What currency are your prices?
How can I be sure that the UGG® Australia product I purchased is authentic?
I received my order – the box shows it shipped from China – are they authentic?
Returns/Exchanges and Warranty Information
How can I make a return or exchange?
We have implemented a new guided return system to help complete the correct forms so that we can complete your exchange or return in a timely manner. Click on the guided returns link from the customer service page and follow the instructions.
To read our returns/exchange policy – click here
What is the warranty on UGG Australia products and how does it work?
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. Sheepskin is a natural product and the absorption of color dye may vary slightly within various areas of the material.
Purchasing, shipping, and ordering questions
When will my order ship?
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 Arizona Time (GMT-7).
Orders shipping via UPS Air service will process same business day (excluding Saturdays, Sundays and major holidays) when received and payment verified before 9:00 am Arizona time (GMT-7).
If received after 9:00 Arizona time (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).
How long will my return take?
Please allow up to 12 business days from the date that the package is received to fully process your return. This is the maximum amount of time – with the majority of our returns being processed within 5 days after received at our warehouse facility. All packages are processed in the order received – and will be processed as requested on the paperwork with the return. We apologize for the inconvenience; however we cannot make a change to an exchange/refund that is currently being processed by the warehouse.
Do you Price Match?
No, UGG Australia does not price match with other retailers or website offers.
What methods of payment can I use to pay for my order?
UGG Australia accepts the following forms of payment:
- Visa
- American Express
- MasterCard
- Discovercard
- Paypal
All credit cards are verified to the billing address registered to the card – so it is extremely important that you enter all of the information exactly as it appears on your billing statement. “Virtual” credit cards which may be purchased at department stores or via the website may not work if they do not have the ability to store a billing address with the card. This is a security feature for your protection and if the card cannot be validated the order will be cancelled. For this reason, we do not recommend the use of these cards when ordering from UGG ®Australia. If we do have to cancel an order – an email is issued to the email on the account notifying of the cancellation of the order.
Are duties/taxes and brokerage fees only charged on the merchandise?
No. Duties/taxes and any applicable brokerage fees apply to the entire amount of the order which would include any shipping and handling fees. UGG® Australia does not set these fees. Duties/taxes and brokerage fees are determined by the Government of the country of the shipping destination.
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 must be collected by the courier prior to delivery. These fees are then submitted to the appropriate agencies by the courier as determined by law.
Where is 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 order is 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 – that tracking information provided in the email may not be available on the UPS or USPS website right away. If your tracking number doesn’t show any status on line – please wait 10 hours after receiving the email to check again for the updated tracking information. If the tracking number does not track the package after this 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.
Can I make changes to an open order?
Because 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 the order ships to you – you can use the free return label provided to return and indicate that you would like a refund, or select a different item to be shipped to you.
Click here to go to review our returns/exchange policy.
International Questions
What are the rates for International shipping?
Canada
If shipping to Canada, please make sure that you select Canada as your Country (found in the top left of the website) before placing your order. This will ensure that you are receiving our negotiated rates for Canada. Orders to Canada now 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.
United Kingdom
We now offer products directly from within the United Kingdom to be shipped to you. This provides much quicker shipping than from the US and as with the Canadian site 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 UK website and shipping within the United Kingdom.
Other International Destinations
Our shipping rates to other international destinations vary depending on the speed of shipping and the order amount. Click here to 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 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 ® Australia – 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 received back by UGG ® Australia – 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 an international shipment?
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. It is strongly recommended to check with your local agency for an estimate of these fees prior to placing the order.
Product Questions
What if I don’t see the style, color or size I need?
We make every effort to maintain an ample supply of our stock. If an item is no longer going to be carried – it will be removed from our site. If we are out of stock currently, but are expecting further stock to become available, you will need 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 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 to this, we do list authorized retail stores. Please note, retail stores do not carry all lines/styles and colors so it is recommended that you contact the store prior to visiting them to determine if they have the color/size you are looking for.
Click here to access our authorized website directory.
Click here to access our authorized retailers.
Where can I use my UGG® Australia Gift Card?
While we are working on updating our systems to improve this – currently there are two types of gift card available. One is purchased in an UGG® Australia retail store and can ONLY be used in a retail store. The other type of gift card is purchased through www.uggaustralia.com website. This gift card can ONLY be used on our website. It cannot be redeemed for our product through an authorized retailer or an authorized website.
How can I check the balance on my 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, this ensures that you are on a secure page when accessing the balance information and will protect you from someone being able to access the information such as the card number and balance.
Please note-gift cards expire one year from the date of purchase.
How do I care for my UGG® Australia sheepskin?
Sheepskin is naturally water resistant and therefore small amounts of moisture will not seep through or damage it. Click here to view full details of care and cleaning for your sheepskin products (take them to care and cleaning)
Can I get a catalog of all of your products?
In an effort to reduce the effect on the environment, we stopped producing mass catalogs – We do still produce a “look book” which features new styles for the upcoming season. If you would like to be added to our mailing list to receive these type of publications please sign up on our website by creating an account.
Click here to create an account.
I have a pair of genuine UGG® Australia boots and the store where I purchased them from will not let me exchange them. Can you help?
Yes. We can provide an exchange for you providing that the shoes are:
- In new/unused condition
- Within 30 days of purchase
Please note- if you are exchanging your item for an item with a greater value – you will need to furnish payment for 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 ® Australia. We are not responsible if you paid a higher price for your item when you submit the item for an exchange.
Does UGG® Australia offer Corporate/Group Sales?
Yes we do. Please click on the link to visit more information on the our Corporate Sales program http://www.uggaustralia.com/customerService/corporateSales.aspx
Where do you ship from?
All UGG® Australia items are shipped directly to the consumer from our warehouse in California. If you receive a product that has been shipped directly from another country – China, Vietnam etc. you have purchased from a counterfeit site. These sites work extremely hard to duplicate our site making it difficult for you to know you are purchasing from a counterfeiter. The order confirmation may be in very poor English. The quality of these products is significantly inferior to our authentic product and they are not held to the high manufacturing standards that we adhere to including use of approved chemicals etc.
I received my boots back that I submitted for a warranty evaluation why?
We can only warranty authentic UGG® Australia product. When your product is received at our warehouse and it is determined to be counterfeit, the product is shipped directly back to you.
What currency are your prices?
United States Dollars ($USD). If you would like to determine the approximate cost in another currency, we suggest you utilize an on line 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 higher rate on the day of shipment.
How can I be sure that the UGG® Australia product I purchased is authentic?
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 online and delivery to you is scheduled from anywhere other than the U.S. the product is suspect.
To ensure that you are getting an authentic product you should purchase from one of the following locations:
- www.uggaustralia.com
- 888-432-8530 – Our Customer Service Center
- An authorized online retailer – click here to check if the retailer is authorized.
- An authorized retailer (i.e. Nordstroms) – click here to find an authorized retailer.
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. There are thousands of sites claiming to be authentic product. Make sure that you check the site on our counterfeit page prior to ordering. Click here to view our Counterfeit page with website lookup.
I received my order – the box shows it shipped from China – are they authentic?
No. We do not ship any product directly from China. 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. You ordered a product and received a product, thus you may have a difficult time trying to dispute the charge. UGG® Australia cannot help you with any credit card disputes for counterfeit product.
