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orders

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.

GIFT CARDS

Gift Cards are available and redeemable at our retail stores and outlet stores nationally.  Click here to find a store.

online orders

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

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 backorder or a full refund.

WHAT FORMS OF PAYMENT ARE ACCEPTED?

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

delivery

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

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.

See below for our Christmas delivery cut off dates:

 
Last Order Date Destination Region
Friday, 14 December 2018 Wollongong
  Sydney
Thursday, 13 December 2018 NSW Regional
  Brisbane
  Canberra 
  Gold Coast 
  Melbourne
Wednesday, 12 December 2018 SA Metro
  VIC Regional
  QLD Central Coast
  Sunshine Coast
  Toowoomba
  Townsville Metro
Tuesday, 11 December 2018 TAS Metro
  Perth
  SA Regional
Monday, 10 December 2018 North Queensland
  Darwin
  WA Regional (excluding Pilbara & Kimberly
Thursday, 6 December 2018 Pilbara
Wednesday, 5 December 2018 Alice Springs
  Kimberly
Friday, 30 November 2018 QLD Regional
Thursday, 29 November 2018 NT Regional
Friday, 23 November 2018 TAS Regional

 

returns

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

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?

You are welcome to exchange the product purchased online in store within 30 days of receiving your order, click here to find an UGG Concept store near you. Exchange to equal or greater value only. To learn more about our Return Policy, please click here. Please note, any purchases made via Pay-Pal or AfterPay must be returned to our Online store for a refund only.

CAN I GET A REFUND FOR MY ONLINE PURCHASE IN AN UGG RETAIL STORE?

Unfortunately, we cannot offer refunds for online purchases in any of our UGG retail stores. To learn more about our Return Policy, please click here

contact

For any enquiries, please contact our customer service at online@au.ugg.com, or call us on 1800 UGG ONLINE (1800 844 665).