Free Exchanges & Returns Made Easy
You can return your order for exchange or refund FREE of charge either at a local shop with Collect+, or at a post office with Royal Mail. You’ll find full instructions on the returns form enclosed with your parcel, and detailed information below.
Your satisfaction is our priority and we hope that your order has met your expectations. If, however, you change your mind about any item ordered from UGG.com/uk for any reason, you can return it FREE OF CHARGE for an exchange or refund within 30 days of purchase.
You can exchange or return goods purchased on UGG.com/uk FREE OF CHARGE by using the returns form enclosed with your order. Please retain the form until you have confirmed you have the right style and fit, as it includes instructions on how to return goods using our Collect+ service or Royal Mail*. We recommend you use Collect+; this tracked service is designed to make your life easier, allowing you to return parcels through an extensive network of over 5,800 local shops, from early 'til late, 7 days a week.
If you no longer have the returns form supplied with your order, please contact our customer service team within the 30 day period, quoting your order number so they can email you a copy.
For additional information on exchanges and returns, please refer to our Returns FAQs
How to return
- 1) Complete the returns form supplied with your order, stating the reason for return and, if applicable, the item you would like in exchange (this must be a like for like exchange, for a different colour or size of the SAME STYLE).
- 2) Follow the instructions on the form to find your nearest participating local shop and create a printable Collect+ label. Alternatively, cut out and attach the pre-paid Royal Mail Recorded Delivery label to your package. Please return goods in the original packaging where possible, otherwise use a sturdy alternative for protection during transit.
- 3) Simply take the item to your nearest participating Collect+ shop, or to your Post Office to return via Royal Mail. (If you choose to use Royal Mail, please remember to request proof of postage and arrange additional insurance if required; we cannot be held liable for any items lost during transit).
- 4) We’ll take care of everything for you - we'll send you an email to let you know either when your exchange is despatched, or when your refund has been processed*.
*From the date your goods reach our warehouse, please allow 5 working days for your exchange to be despatched or for your refund to be processed. All refunds will be issued in the same form as the original payment. In some cases it may take up to 7 working days from the time that UGG® processes the refund for funds to appear on your bank or credit card statement, this is dependent on your bank or card issuer. You may return goods for an exchange or refund providing that the goods have not been worn, damaged, washed or altered. We cannot exchange or refund items of which you have not taken reasonable care.
How to exchange or return goods purchased elsewhere
If you need to return or exchange an item purchased in one of our UK-based UGG® retail stores, you can either return it to one of our retail stores or contact our customer service team for instructions on how to return the item back.
If you have purchased an item in one of our international UGG® retail stores you can contact one of our UK-based UGG® retail stores for an exchange.
If you need to return an item purchased at one of our authorised retailers, please return to the store where the purchase was made. We cannot exchange or refund items purchased elsewhere.
For information on warranty claims, please click here.
Contact usIf you need any assistance, please call our customer service team on:
(+44) 0808 189 0015We are open:
Monday to Friday 9am - 6pm (GMT)
Saturday & Sunday 9am - 5pm (GMT)
Or email us anytime
*If you choose to use Royal Mail, please visit their website to ensure your parcel is adequately insured, retain your proof of postage and arrange additional insurance if required; we cannot be held responsible for any items lost in transit.