Returns Made Easy

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/emporium-outlet for any reason, you can return it for a refund within 14 days of purchase. UGG® does not pay for any returns placed on the UGG® EMPORIUM website.

Products ordered on the UGG® EMPORIUM website cannot be exchanged, but we recommend you replace a new order instead. We advise you to use a trackable method and to retain the proof of postage as we cannot be held responsible for item lost in transit.

How to return

For customers in UK, Germany, France or Netherlands, Belgium or Luxemburg:

  1. Complete the returns form supplied with your order, stating the reason for return. Visit the DPD returns portal: DPD portal
  2. Print off your returns label and stick it onto your box. Make sure to remove previous labels on your box. Your order needs to be returned in its original packaging and condition to be accepted for a return.
  3. Simply take the parcel to your nearest DPD drop off point: here (Find your local DPD Parcel Shop here).
  4. DPD covers insurance if your item is worth up to £50. If the value of your product is above £50 we recommend you to arrange additional insurance. Please note that UGG Emporium cannot accept responsibility for any items lost in transit whilst returning to our warehouse. In the event of an item being lost in transit, customers should raise this with DPD and bring a claim in line with the insurance option selected.
  5. We will notify you via email when your return is received and when your refund is processed. Please allow up to 15 working days for your refund to be processed and to be visible on your bank or credit card statement, this is dependent on your bank or card issuer. All refunds will be issued back to the original payment method used.
  6. We will notify you via email when your return is received and when your refund is processed*.

*Please note that UGG Emporium cannot accept responsibility for any items lost in transit whilst returning to our warehouse.  Customers are responsible to raise a claim with DPD in line with the insurance option selected.

*Please allow up to 15 working days for your refund to be processed and to be visible on your bank or credit card statement, this is dependent on your bank or card issuer. All refunds will be issued back to the original payment method used.

Return costs if you chose to return your order via the DPD portal:

Country

Return Cost

Return Service

UK £ 4.75 DPD
France 7.82 € DPD
Netherlands 6.24 € DPD
Belgium 5.76 € DPD
Luxembourg 7.49 € DPD
Germany 6.32 € DPD


Products bought on the UGG® EMPORIUM website can be returned in any of our outlet stores. Our concept stores do not accept returns for UGG® EMPORIUM products.

For customers outside of UK, Germany, France or Netherlands, Belgium or Luxemburg:
Please chose a courier of your convenience to return your product and send the parcel back to the following address:

Return Department Deckers Europe ltd (UGG)
DSV UK Limited
Peterborough Gateway
Artemis Way, Alwalton Hill,
Peterborough PE7 3AG
GB

Warranty Claims

For information on warranty claims, please click here.

WHAT HAPPENS IF YOUR PRODUCTS IS FAULTY?

If you find a fault with your product, please explain this to us on your dispatch note/returns form or call our Customer Service team on emporiumcs@ugg.com to discuss. We will deal with faulty products on a case by case basis. If your product is faulty, and you are entitled to a refund, we will refund the value of the faulty goods, as well as all legally required costs (including delivery and return postage (where applicable)).
Please note that if you have purchased UGG products from an alternative retailer and you find a fault with the product you should return the faulty product to the relevant retailer.

CANCELLING YOUR CONTRACT WITH US

As you have bought products online at UGG.com/emporium-outlet, you have the right to cancel your contract with us as set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you wish to make use of your cancellation right, you must notify us of this within 14 calendar days from the day after the date you received your order. You may notify us using one of the following options:

  1. calling our Customer Service team on 0808 189 0015,
  2. emailing us at emporiumcs@ugg.com, or completing and returning to us the cancellation form seen here. If you cancel your order, we will refund any delivery costs you have paid to receive your order. Although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Contact us

For additional information on exchanges and returns, please refer to our FAQs: please click here.
Or if you need any assistance, please email our customer service team: emporiumcs@ugg.com