FREQUENTLY ASKED QUESTIONS

Last Updated on August 19, 2020

From the UGG family to yours at home, we hope you and your nearest and dearest are staying safe, healthy and positive. As we navigate through these tricky times together; we want you to know that it is our goal to offer you the best service we can, and that remains at the heart of everything we do.

To our community Our stores in Victoria are temporarily closed due to Stage 3 restrictions. We hope to see you in our stores again soon, but until then, we invite you to shop with us online. Stay tuned for news on our reopening.

We have implemented the following new in-store protocols and procedures to help keep our customers and teams safe.

Increased hygiene measures
Hand sanitiser will be available at the entrance of every store. Regular surface cleaning of high-touch, high-traffic areas.

Social distancing + Store capacity limit
We’re practising social distancing in-store and placing a limit on the amount of customers in the store at any given time.

Contactless transactions
PAYPAL is the preferred mode of payment. We kindly request all customers to use card payment where possible.

The team at UGG look forward to welcoming you in store soon. As always, if you are unable to visit your nearest UGG store, you can still shop with us right here at uggshoe.com

Please see below for the most commonly asked questions relating to our products. If your question is not answered below, please contact Customer Care.

ABOUT UGG

Founded in 1978 in California, the UGG brand has built a reputation on luxury and comfort by using only the finest materials in the world, employing the highest standards of craftsmanship, and delivering new and innovative styles. UGG offers a diverse range of footwear, handbags and small leather goods, apparel and soft furnishings.

ANIMAL WELFARE

Please click here to read our animal welfare FAQ.

ABOUT SHEEPSKIN

UGG uses only the highest-grade sheepskin available. Twin-face sheepskin is used in many of our core products. A piece of twin-face sheepskin has been treated on both the fleece side, and the skin side, providing the soft comfort UGG is famous for. Grade-A sheepskin is extremely dense and soft, which provides a more comfortable and durable material. Lesser quality material and synthetics can be coarse, scratchy and non-breathable. Grade-A sheepskin breathes naturally, wicking away moisture, and allowing air to circulate freely. Fleece breathes, wicks away moisture and allows air to circulate keeping feet dry. Sheepskin is naturally thermostatic thus keeping bare feet close to your natural body temperature regardless of the temperature outside.

30 Below – The Science Behind Thermostatic Footwear

Our fine woollen sheepskin breathes, wicking heat and moisture away to keep your feet dry and at body temperature indoors and out.

Sheepskin is a naturally thermostatic material. This means that while you’re wearing sheepskin, it’s automatically regulating your body temperature through the day. Because of this, UGG sheepskin footwear can be worn all year round.

COMFORT AND FIT

  • UGG footwear should be snug – but not uncomfortable.
  • UGG footwear is designed to be worn barefoot to maximize the cushioning and warmth of the sheepskin.
  • Our fleece foot bed will mould to the natural contours of your foot, creating a personalized arch support.
  • The natural properties of wool will wick moisture away to ensure dry and cosy feet. Wool fleece helps maintain body temperature, making UGG footwear appropriate for all climates. In fact, the wool will keep your feet warm down to -30 F and cool up to 80 F.

DOES UGG OFFER A CLEANING SERVICE?

No, we do not have any cleaning facilities or services offered at this time. If you need to clean your UGG footwear, please click here to review our care and cleaning instructions.

WECHAT PAY AND ALIPAY

We now offer WeChat pay and Alipay in selected UGG retail stores; QVB, King Street, Emporium Melbourne, Chadstone and DFO South Wharf. These payment systems are currently unavailable online. Click here to find your nominated store.

REFUNDS

Due to high order volumes, our returns process is currently experiencing delays. Please allow up to 15 business days for the refund to appear on your bank statement.

CAN I PLACE MY ORDER OVER THE PHONE?

Unfortunately, this is not available for online or in store purchases. All purchases are only accepted online and in store.

CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER ITS COMPLETED?

Once your order is placed, unfortunately it is too late to change. If you would like to change your order after it has been received, we offer free returns, within the terms of our Return Policy.

WHAT HAPPENS IF MY ITEMS ARE NOT AVAILABLE?

UGG is committed to providing exceptional customer service and quality products. We endeavour to ensure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an item ordered is not available or we are unable to fulfil your order, we will notify you to arrange a full refund.

WHAT FORMS OF PAYMENT ARE ACCEPTED?

We currently accept orders using: Visa, Mastercard, American Express, Paypal & Afterpay.

DO YOU SHIP INTERNATIONALLY?

Yes, we’re Free shipping INTERNATIONALLY.

HOW DO I TRACK MY ORDER?

You can track your Order Status by simply entering your tracking number which was supplied in your despatch notification email into the tracking details area on the DHL tracking site which can be found here. Please allow 24 hours from time of receiving the email for tracking to become live with DHL.

HOW LONG WILL MY ORDER TAKE?

All products on the website are in stock.
If you order on weekdays, we will ship your shoes within 24 hours. You will then receive a tracking number via email.
Delivery time 5-8 working days.

Exchange & Return is free in ALL ORDER

Didn’t the shoes fit? You can return your money easily and for free. For your safety, we offer a 365 day return policy.

1. Put the shoes in a box and put in a durable plastic bag.
2. Tape the bag again, attach the return label, and leave the package in the mail agent.
3. When we receive the shoes, we will refund your payment.
4. If you want to change your shoes, place a new order on the website.

Paypal is a safe way to pay faster online without entering credit or debit card details each time.

WHY PAYPAL?

Safer – Paypal keeps your financial information securely encrypted so you can pay online with confidence.
Flexible – Link all your cards and bank accounts and choose which one to use at checkout.
Convenient – Pay with Paypal on millions of sites on your computer or mobile, an in apps.
Protected – You can be refunded with Buyer Protection. For more information, visit the Paypal Website

STILL HAVE QUESTIONS? CONTACT US

CONTACT US

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