Frequently Asked Questions (FAQs)


COVID-19 UPDATE: For the latest processing and delivery times please refer to our Shipping Information page.

If you live in Australian metropolitan areas the delivery time is 2-3 days after dispatch. If you live in Australian rural areas the delivery time is 3-5 days after dispatch. All orders are sent with Australia Post.

Majority of orders are dispatched within 1 business day if all products ordered are in stock. Otherwise, the dispatch time is 2-4 business days.

Yes, we deliver to any street address in Australia. We do not deliver to PO Boxes.

Yes, we ship worldwide. All products shipped outside of Australia have different branding and labelling to comply with the international trademark laws. See Ugg Boots Branding and Labelling section for more information.

Shipping charges vary depending on your location and the total weight of the parcel. We often offer free shipping to some countries or as part of a short term promotion. Exact shipping costs are calculated and displayed during the checkout.

Yes, you will receive a tracking number via email once your order is dispatched. Clicking the link in the email will take you to Australia Post website showing up to date tracking information.

Ugg Boots Branding and Labelling

The answer to this question depends on your location.

In Australia ugg boots is not a brand name, it’s a generic term that has been used for decades to describe sheepskin footwear.

Outside of Australia, an American company called Deckers Outdoor Corporation has trademarked terms ‘ugg’ and ‘ugg Australia’ and holds the exclusive rights to those terms. Meaning that outside Australia, ‘ugg’ is brand and ugg boots are a product made by Deckers Outdoor Corporation.

No we don’t.

‘UGG’ and ‘UGG Australia’ products are made in China by Deckers Outdoor Corporation, which we are not in any way affiliated with.

Vast majority of our products are made in Australia by Australian ugg boots manufacturers and carry ‘Made in Australia’ green triangle.

Products shipped within Australia all have word ‘ugg’ in the labelling. Products shipped internationally are identical, but carry alternative labels that don’t contain word ‘ugg’, due to the trademark restrictions.

Please refer to the individual product descriptions and photos for more information.


We accept MasterCard, VISA, American Express, PayPal as well Afterpay (Australian and New Zealand customers only).

You can apply your coupon code at the checkout. Simply enter the code into the ‘Coupon Code’ box and click ‘Apply Coupon’. Each coupon has unique terms and conditions. If you’re having difficulties using your coupon please contact our customer service team.

Yes! We understands that the safety of your personal information is extremely important to you. We use globally accepted best practice electronic and physical security measures to protect your personal data including your credit card details from unauthorised access.

For more information regarding the security of your personal information, please read our Privacy Policy.

Exchanges and Returns

We understand that sometimes a product just doesn’t fit, thats why we offer 30 day returns for all orders.

If you wish to receive a refund for your purchase, your item must meet the following conditions:

  • Purchased within the last 30 days
  • Unworn, undamaged and unmarked
  • In its original condition and in the original packaging with all the labelling
  • We do not accept returns after 30 days from the date of purchase

If you qualify for a return, you need to contact our customer service team to obtain a return authorisation. Once you have the authorisation, please post the items back for a refund. is not liable for the postage cost of returning products.

Please refer to our Returns Policy for more information.

Yes, we will happily exchange within 30 day period if the product is unworn with all the packaging and labelling intact.

Please note that we are unable to facilitate direct exchanges. If you wish to exchange an item for another size, colour or style, you will need to place a new order and return the original product for a refund in accordance with our Returns Policy.

Depending on the method of delivery used, it can take up to 5 working days for your returned goods to arrive at the warehouse. Once the goods have been received, they will be accessed to see if they are eligible for a refund, this process can take further 1-2 business days. You will be notified by email if the refund is approved and it will then be processed back to your original method of payment. Depending on your banking institution, your refund will appear in your account approximately 2-4 business days after it has been processed.

We may decline to offer a refund if the returned products are marked, damaged, show signs of wear or do not have their original and undamaged packaging and labelling. For more information regarding refunds, please see our Returns Policy.

Your Order Number can be found in your order confirmation email or the Tax Invoice included in the parcel with the products you’ve ordered.


Please refer to our Sizing Information. If still unsure, contact our customer service team and we’ll assist.

Please contact our customer service team and we’ll try to help.

On the bottom of every newsletter we send there is an ‘Unsubscribe’ link. Simply click ‘Unsubscribe’ and we’ll remove your email from the list. We’ll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.

If you happened to find an identical product on another site for a lower price, please contact us and we’ll beat that price by 5%.

Please note that we often offer free delivery and other discounts or bonuses, so take these into account when comparing the prices.

Our dispatch process is automated for fastest possible turnaround, so we pack all orders as soon as they are placed. If you wish to cancel the order, please contact our customer service team as soon as possible. If your order has been dispatched before we received your cancellation request, you will be liable for expenses associated with return of the products.