OUR RESPONSE TO COVID-19, WE'RE IN THIS TOGETHER
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. For trading hours at our UGG boutiques please use our store locator to find your nearest store and opening hours.
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.
CASHLESS 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 au.ugg.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. Our online support is available between 7am-7pm AEST Monday to Friday and 9am to 2pm AEST Saturday (excluding public holidays).
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.
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.
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.
IF I AM BASED IN NEW ZEALAND CAN I ORDER VIA AU.UGG.COM?
No, unfortunately au.ugg.com can only ship to addresses within Australia. To make an online purchase if based in New Zealand, please visit ugg.com which is the US Global website. Shipping to New Zealand is an available option, however purchases are made in US Dollars and product availability will differ from New Zealand retail stores.
CAN YOU SHIP PRODUCT SEEN ON UGG INTERNATIONAL SITES TO AUSTRALIA ON MY BEHALF?
No, unfortunately the only products that can be shipped to Australian addresses are available on the Australian website.
DO YOU SHIP TO P.O BOX ADDRESSES?
Yes, we ship to P.O Box addresses.
DO YOU SHIP INTERNATIONALLY?
No, we're sorry UGG Online only delivers online orders to Australian addresses.
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 (starts with a TA) into the tracking details area on the Australia Post tracking site which can be found here. Please allow 24 hours from time of receiving the email for tracking to become live with Australia Post.
HOW LONG WILL MY ORDER TAKE?
Australia Post will deliver your order within 5-10 working days from your order being despatched to them for most parts of Australia. For WA, Far North Qld, NT and remote country areas please allow an extra 2-3 days for delivery. Please review our Shipping Policy for more information.
I PURCHASED FAULTY PRODUCT/S FROM A THIRD PARTY. CAN YOU PLEASE REFUND ME?
Unfortunately we are only able to provide exchanges or refunds for items that are purchased through au.ugg.com. If you purchase product through a third party, you will need to contact their customer service team.
CAN I EXCHANGE MY ONLINE PURCHASE IN AN UGG RETAIL STORE?
UGG is unable to offer exchanges via our online store or in any of our retail stores. We recommend returning your item for a refund online and placing a new order for the correct size and/or colour. For any further enquiries please feel free to contact us on 1800 844 665
CAN I GET A REFUND FOR MY ONLINE PURCHASE IN AN UGG RETAIL STORE?
Unfortunately, we cannot offer refunds for online purchases. To learn more about our Return Policy, please click here.
HOW DO I USE MY E-GIFT CARD?
Using your UGG E-Gift Card couldn’t be easier, you simply enter your E-Gift Card number in the payment section provided at the checkout when you are ready to make your purchase.
- Upon receiving a UGG E-Gift Card via email you will be presented with an E-gift card number that can be redeemed online.
- If the items purchased total less than the E-Gift Card amount, the remaining funds will remain on the E-Gift Card to use on the next purchase, if the items purchased exceed the E-Gift Card amount the remaining value must be paid by card in order to complete the order.
- Gift Cards take up to 4 hours to be delivered to your preferred email address.
- Items bought using E-Gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the E-Gift Card will be refunded and a new E-Gift Card will be issued or funds allocated to your existing E-Gift Card applied.
Please click here to read our full terms and conditions.
RETAIL GIFT CARDS
Gift Cards are available and redeemable at our retail stores and outlet stores nationally. E-Gift Cards purchased through au.ugg.com will only be redeemable online, not instore.
For any enquiries, please contact our customer service at email@example.com, or call us on 1800 844 665.Our online support is available between 7am-7pm AEST Monday to Friday and 9am to 2pm AEST Saturday (excluding public holidays).
Paypal is a safe way to pay faster online without entering credit or debit card details each time.
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
Afterpay is now available online. You can now receive your UGG purchases now and pay for them over 4 equal fortnightly payments.
HOW IT WORKS?
1. Simply add your UGG items to your online shopping cart.
2. Select Afterpay as your payment method at checkout.
3. From here, follow the prompts to create an Afterpay account to pay the first of four instalments up front.
Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.
How it works:
- Apply for a Zip account in seconds at zip.co/apply
- Add item(s) to your basket and select Zip as your payment method at checkout.
- Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.
Available to Australia customers and shipping addresses only.