Frequently Asked Questions

Returns/Exchanges and Warranty Information

Purchasing, shipping, and ordering questions

Product Questions

Returns/Exchanges and Warranty Information

How do I make an exchange or return?

Within 30 days of purchase, you can exchange or return unworn goods purchased on this website FREE OF CHARGE by using the Returns Form enclosed with your order. If you no longer have this, please contact Customer Services for a copy.
You may return goods and receive a full exchange or refund provided 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. We cannot exchange or refund products purchased elsewhere: if you product was not purchased from this website, please return it to the point of purchase to request an exchange or refund. If you are unable to return to the store or experience difficulties, please contact Customer Services for advice.

View our Exchange & Return Policy

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What is the warranty on UGG products?

Our warranty policy covers authentic products purchased directly on this website only; it covers manufacturing defects for up to one year from the date of purchase. A manufacturing defect applies to defective materials and workmanship. Products not covered under our limited warranty include: Products over 1 year old from date of purchase, products which have been altered, products which have been dry cleaned (this can damage sheepskin), general wear and tear or discolouration from water damage (sheepskin is not intended to get wet). Unfortunately, if your product does not meet the criteria above, it will not be covered by our limnited warranty and will be returned to you if sent to us for warranty evaluation.

View our full Warranty Information

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Purchasing, shipping, and ordering questions

When will my order arrive?

Standard delivery
Standard delivery orders are delivered within 2-3 working days after your order is placed.

Saturday delivery
This is a premium service offered to allow customers to request a named Saturday delivery. Orders can be taken at any point in the week until 12pm on Friday in order to guarantee delivery on Saturday of the same week. If you make an order after 12pm on Friday, we will be unable to deliver the same week, but will make the delivery on Saturday of the next week.

View more delivery information

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Do you deliver outside the United Kingdom?

Orders placed on UGGAustralia.co.uk can only be delivered within the United Kingdom mainland. If you would like your order to be delivered elsewhere, please visit the following sites:
For delivery to France, please visit UGGAustralia.fr
For delivery to the Netherlands or Belgium, please visit UGGAustralia.nl
For delivery to the rest of Europe (including the Republic of Ireland), please visit UGG.com/eu
For delivery to the United States, please visit UGG.com
For delivery to Canada, please visit UGGAustralia.ca
For delivery to China, please visit UGGAustralia.cn
For delivery to Japan, please visit UGGAustralia.jp

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How long will it take for my return to be processed?

Providing the returned goods reach us within 2 days of despatch, please allow 5 working days for the product you requested to be sent in exchange or for your refund to be processed.
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.
All returns are processed in the order received and will be processed as requested on the returns form supplied with the order. Please note that we cannot make a change to an exchange/refund that is currently being processed by our warehouse.

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Do you offer price matching?

No, UGG Autralia does not price match with other retailers or websites. Additionally, we do not adjust pricing of previous purchases to match any current promotional pricing.

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What methods of payment do you accept?

UGG® accepts the following forms of payment:

  • Visa Credit and Debit cards
  • American Express
  • MasterCard
  • Paypal

When using your credit or debit card, please ensure you provide the billing address at which the card is registered, and a contact phone number so we can get in touch if we have a query. During checkout, it is extremely important that you enter all information exactly as it is shown on your bank or card statement so that we can verify the genuine card holder has authorised the transaction.
If the billing address or the security code does not match that which is on file with your bank or card issuer, authorisation is not given for any reason or the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification. If you have any questions please call our customer service team on 0808 234 0990.

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Can I track the progress of my order?

Providing a valid email address was entered during checkout, you will receive a confirmation email from us shortly after the order is placed. This initial email serves as confirmation of the order details.
Once your item ships, our courier will send you an email (and an SMS if you provided a mobile number) with the delivery date and a tracking link.
On the delivery date, our courier will send you a second email (and SMS if applicable) with an estimated time of arrival.
You may also check when your order has been processed by visiting 'Your Account' and locating the order within 'Order History'.

View your Order History

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Can I make changes to an open order?

You can try to cancel your order immediately after placing it by calling our customer service team on 0808 234 0990. Once the order has entered our warehouse system, however, we will no longer be able to cancel it. If you wish to change the details within an order, it will need to be cancelled and a new order must be placed; we cannot amend order details once they enter our warehouse system. If you have been unable to cancel your order, once you receive it you may return it FREE OF CHARGE for an exchange or a refund, please refer to our exchange & return policy page for details.

View our Exchange & Return Policy

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What if I am not available when delivery or my order is attempted?

You will receive two emails from our courier, which will allow to change the date or time of the delivery of your package.

If for some reason you are unavailable at the time of delivery, the courier will leave a yellow card with information about the next delivery attempt. If you have not contacted the courier they will attempt a second delivery the following day. If again you are not available for the delivery it will return to the local depot and held there for collection within 48 hours. You can also arrange a specific delivery time from the courier by contacting the phone number provided on the note.

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What will my package look like?

Your order will be delivered in an outer cardboard box, the goods will be individually boxed in UGG® branded packaging inside.

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Product Questions

What if the style, colour or size I want is not available?

We do make every effort possible to maintain an ample supply of our stock. However, when we run out of stock of a certain style, colour or size, the products are removed from our website as they are no longer available for purchase. You may find the product you are looking for in one of our stores. Please note, our stores do not necessarily carry all lines/styles and colours at all times, so it is recommended that you contact the store prior to visiting to determine if they have the colour/size you are looking for.

View Our Stores

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Why does the shoe box show a different size to the one I ordered?

In line with international footwear sizing guidelines, the women's UK size is shown half a size larger on boxes and inside products as the US sizing conversion is used. Please be assured that we will always send you the UK whole size you select on the website. Please see below for guidance when trying on your new footwear. If you have any further questions about sizing, please contact our customer service team on 0808 234 0990.

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Do you offer a repair service?

We do not currently offer a repair service, however we realise that occasionally you may need some additional parts: laces break, dogs eat buttons, etc. To assist our customers we do hold stock of some of our most requested parts. We do not stock all parts, but will try our hardest to fulfill your request. If you require a replacement part, please contact customer service so they can look into availability for you. Please also refer to our care and cleaning advice for information on the best way to care for your UGG products.

Contact Us

View our care and cleaning advice

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What is the best way to clean and protect UGG sheepskin products?

The sueded side of Twinface sheepskin can be susceptible to staining and discolouration if worn in snow or rain. To ensure maximum longevity of Twinface sheepskin, please treat it with care and refer to our care and cleaning advice to find out how to prolong the life of your product.

View our care and cleaning advice

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Can I sign up to receive an UGG® print catalogue?

In an effort to reduce our environmental impact, we do not produce mass distributed print catalogues. To receive regular email updates and be the first to know about our latest products, we recommend you sign up for our emails by entering your email address at the bottom of this page.

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I purchased a pair of genuine UGG boots and the store is unwilling to exchange them. Can you help?

If you purchased the product at one of our authorised retailers, in the first instance please return to the same store to request an exchange. If you are unable to return to the store or experience difficulties, please contact our customer service team for advice.

Contact us

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The boots that I submitted for a warranty evaluation have been sent back to me. Why?

If your product does not meet the criteria within our warranty policy or is over a year old, we will return it to you with a notification of why it was not accepted. We will also send you an email letting you know when it is on its way back to you.

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What currency are your prices listed in?

Our prices are listed in British Pounds Sterling (£GBP). If you would like to work out the approximate cost in another currency, we suggest you use an online currency converter, which will give you an estimate of the cost. Please bear in mind that currency rates fluctuate daily, and your card will not be charged until the day your order actually ships which could result in a variation from the rate on the date the order was placed.

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How can I ensure that the UGG product I purchased is authentic and not counterfeit?

The presence of counterfeit products in the marketplace is an unfortunate reality for many luxury brands including UGG®. Though we aggressively pursue removal of this product through various means, please be aware that there is still counterfeit product being offered to consumers primarily through online websites, auction sites and trade boards.

If you are viewing UGG® product online anywhere other than uggaustralia.co.uk, uggaustralia.fr, uggaustralia.nl. ugg.com/eu or ugg.com, and the domain name includes "UGG", or any variation of this word, or includes one of our style names in the domain address, e.g. "Cardy", you can assume the product is counterfeit. If you do not buy UGG product from one of the aforementioned sites or one of our authorised retailers listed in our list of Authorised Retailers you should assume you are purchasing counterfeit product.

To ensure that you are getting an authentic product you should purchase from one of the following locations:

If product is purchased from unauthorised sources we will not accept the product for exchange/refund or warranty replacement. We will also not assist with disputes relating to such purchases. Unfortunately, there are thousands of sites claiming to be authentic product. Please make sure that you check the site on our counterfeit page prior to ordering. View our Counterfeit Education site and use our website lookup tool.

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My order arrived in a box shipped from China. Is the product counterfeit?

We do not ship any products directly from China. While we do have overseas manufacturing, all products are shipped to our warehouse where they go through our quality control process. Our manufacturing facilities are strictly controlled under US labor regulations. If you have received counterfeit product from an unauthorised source it is often extremely difficult to obtain a refund. Essentially, because you ordered a product and received a product, you may have a difficult time trying to dispute the charge with your credit card company. UGG cannot help you with any credit card disputes for counterfeit product.

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