Refund policy

We want you to love your uggs, but we understand that sometimes the size, fit or style may not be quite right.

You can request a return or exchange within 30 days of receiving your order, provided the item meets the conditions below.

Return Conditions

To be eligible for a return or exchange, items must be:

  • Unworn, unused, undamaged and unmarked
  • In original condition
  • Returned in the original packaging, including boxes, tags, labels and any included accessories
  • Returned within 30 days of delivery
  • Your return/exchange must be registered through our Returns Portal

Items marked as “No Returns” or “Final Sale” cannot be returned or exchanged for change-of-mind reasons.

Customers are responsible for the cost of the return shipping. For Australia, you have an option of purchasing a return label through our Returns Portal at a cost of AU$11.90. Alternatively, you can ship yourself using a carrier of your choice.

Exchanges

We offer exchanges for eligible Australian orders, including size, colour or style changes, subject to stock availability.

For exchanges:

  • The customer is responsible for the cost of sending the original item back to us
  • Once the return is received and approved, we will send the replacement item
  • For Australian orders, we will cover standard shipping for the first replacement shipment
  • If the replacement item is more expensive, the price difference must be paid before the exchange is processed
  • If the replacement item is cheaper, the difference may be issued as store credit

International orders cannot be exchanged through our Returns Portal. If you are an international customer and would like a different size, colour or style, please return your original order for a store credit and place a new order for the item you would like.

Once your return has been received, inspected and approved, we will dispatch your exchange within 10 business days.

How to Return

1. Register Your Return

Go to our Returns Portal and enter your email address and order number.
Select the item(s) you would like to return and choose your preferred return option: Refund, Store credit or Exchange. 
Please note that Exchange option is only available for Australian orders.

2. Choose Your Return Shipping Method

Select your preferred return shipping method.
Australian customers can purchase a return shipping label through our Returns Portal, or arrange their own return shipping using a courier of their choice.
International customers must arrange their own return shipping using their preferred courier, as return labels are only available for Australian returns.

3. Pack and Send Your Return

Follow the instructions provided in the Returns Portal for your selected return method.
You can reuse our original packaging if it is still suitable. If you no longer have the original packaging, please make sure the item is packed securely.
You can return items from more than one order in the same parcel, but you must register a separate return request for each order through the Returns Portal.

Refund Options

For eligible returns, you can choose one of the following refund options:

  1. Store Credit
    Choose store credit and no restocking fee will apply. Store credit can be used towards a future purchase from Ugg Store.

  2. Refund to Original Payment Method
    If you choose a refund back to your original payment method, a 10% restocking fee will apply. This fee helps cover the handling, inspection, repacking and administration costs involved in processing returned items.

Refund processing

Once we receive your return, we’ll inspect the item to confirm it meets our return conditions.

If your return is approved, your refund will be processed according to the option you selected when submitting your return request:

  • Store credit, or
  • Refund to your original payment method

Store credit will be issued once your return has been approved.

For refunds to your original payment method, please allow time for your bank, credit card provider or payment provider to finalise the refund on their end. This can take up to 5 business days after the refund has been processed.

Unless otherwise stated, refunds apply to the price paid for the returned product(s) only. Original shipping costs are non-refundable.

If your order qualified for free shipping and you return your item for a refund, the standard shipping cost originally covered by us will be deducted from your refund. For Australian orders, this amount is AU$11.90. For New Zealand orders, this amount is AU$29.90.

Once your return has been received, inspected and approved, we will process your refund or issue your store credit within 10 business days.

If we receive your return and determine that it does not meet our return conditions, we will contact you to arrange for the item to be returned to you at your cost. Return postage for ineligible items is AU$11.90 for Australian orders and AU$29.90 for New Zealand orders. We will make reasonable efforts to contact you. However, if we do not receive a response within 30 days, we reserve the right to dispose of the item.

Any Questions?

If you have questions about returns or exchanges, you can contact us.