How can I track my package?
You will receive an email notification as soon as your order leaves our warehouse! UPS will provide the tracking number of your package, which you can use to follow your order on their website, at the following link:
What happens if I am not available when delivery is attempted?
If you are not available on the day of delivery, your package will be delivered to a neighbor or taken to a local UPS Access Point for pickup within 7 days. You will receive an email notification once your package has been delivered.
My tracking shows my package has been delivered but I can't find it. What should I do?
If your tracking number indicates that your order has been delivered, but you have not received your package, please check with your neighbors or any other safe places first. If you are unable to locate your package, please contact us as soon as possible so we can initiate a delivery investigation with UPS. Please note that investigations may take up to 10 business days.
What delivery methods are available?
We are happy to offer standard or next day delivery services with our courier partner UPS. For more information and shipping prices, please visit our delivery information page here .
How can I return my order for an exchange or refund?
You can create a return label and form here on our online returns portal:
Please make sure to include the return form inside your package, so that your return can be processed correctly without delay once it reaches us.
We also recommend that you keep your shipping receipt with the tracking number used, as we cannot be held responsible for goods lost in transit without a shipping receipt.
It may take up to 15 business days for your return to be processed once it arrives at our warehouse, but it is often much quicker! You will then receive confirmation of your return via email.
How long will it take to receive my refund or exchange?
Our returns are processed within a maximum of 15 business days from receipt of the package. You will be notified by email once the refund has been issued or your exchange has been shipped.
If you have not heard back about your return within this time frame, please contact us with a copy of your proof of postage and we will be happy to assist you.
Note: If you return an item for an exchange and the requested exchange is not available, your order will be automatically refunded.
What is your return policy?
We hope you are 100% satisfied with any UGG product, however, if you change your mind about any purchase from ugg.com, you may of course return it free of charge within 30 days of delivery.
Please note that items to be returned must be unworn and in their original signed packaging. If you wish to exchange your item, please note that we can only exchange it for a different color and/or size of the same model.
If you need more information on how to return your order, click here .
Can I track my return?
You can track your return on the UPS courier website using the tracking number provided by them.
We will notify you via email once your return has been processed. If you have requested an exchange, new tracking information will be sent to you once it has been shipped. If the exchange you requested is not available, your order will be automatically refunded.
Can I return an online order to an UGG store?
Yes, you can return your online purchase to an UGG® store for a refund or exchange within 30 days of receipt. You can find your nearest UGG® store using our store locator, linked here .
We recommend that you bring your confirmation email with you as proof of purchase.
Do you refund shipping costs if I return an item?
If an item is returned for a refund because it is not eligible, shipping costs will not be refunded as delivery will have been used.
What is your warranty policy?
While we hope you have no issues with your UGG item, we offer a 2-year warranty from date of purchase for manufacturing defects, subject to proof of purchase. Please note that we do not offer a repair service.
Our warranty policy applies to authentic products purchased from our official website, one of our official stores or from an authorized reseller.
For items purchased from an authorized reseller, please contact the reseller directly regarding a warranty claim, as we cannot offer refunds for items that were not purchased directly from us.
Items not covered by our warranty:
· Products older than 2 years from the date of purchase
· General wear and tear
· Excessive wear or misuse/abuse
· Accidental damage
· Water damage to non-water resistant products
· Alteration
If an item is declared faulty following a warranty assessment, we will be happy to replace the product or issue a refund or site credit if the item is not available.
How do I start a warranty claim for an item purchased from the official website or an UGG store?
To initiate a warranty claim for a product purchased from our online store, please contact us with your order number and the following photos:
· An overall image of the article
· An image of the soles (applicable to shoes only)
· A high resolution image of the defective part
· The internal label.
Once received, we will be happy to assist you further with your warranty claim.
Items not covered by warranty:
· Products purchased more than 2 years ago
· General wear and tear
· Excessive wear or misuse/abuse
· Accidental damage
· Water damage to non-waterproof products
· Alteration.
For purchases in UGG Concept/Outlet physical stores, you may return the item to the store along with proof of purchase to initiate a warranty claim. If this is not convenient for you, please contact us with the images described above, as well as a copy of your proof of purchase.
How do I initiate a warranty claim for an item purchased from an authorized reseller?
For items purchased from an authorized dealer, we kindly ask that you contact the place of purchase to initiate a warranty claim, and they will be happy to assist. All warranty claims must be made at the original point of purchase, as we are unable to refund items that were not purchased directly from us
I am experiencing color loss from my product. What should I do?
We confirm that the dye we use is non-toxic and washable. The root of this problem comes from the amount of dye we have to saturate the naturally light material with, to get it to the darker/brighter colors. This should decrease over time.
The best way to fix this is to first wipe the inside of the shoe a couple of times with a wet paper towel to remove some of the excess dye. The second step is to sprinkle a little baby powder each time before wearing until the excess dye has left the material.
The discoloration should not last more than a few days of using the item. If you feel that the amount of dye loss is excessive or that more than 6 months have passed, please contact us and we will be happy to assist you further.
Can I cancel or change my order?
You can cancel an order containing a single item within 10 minutes of purchase. You cannot change an order.
There are a few ways you can do this:
• from the order confirmation page, immediately after placing the order
• by searching for your order here on our website
• by logging into your account and selecting "my account" > "order history", if you are a registered user.
What discount codes do you offer and how can I get one?
We offer a 10% welcome discount code for signing up to our newsletter. Terms and conditions apply, click here for more information.
Additional promo codes will be emailed to registered users when available. Please note that discount codes cannot be combined with any other offers or promotions. We strongly recommend that you review the Terms and Conditions of the offer in question, as they may vary between different promotions.
What should I do if my discount code doesn't work?
If your discount code does not work, make sure you use the code in line with the terms and conditions of the offer. To view the full terms and conditions on our site, visit the following link:
Please note that the 10% welcome discount for signing up to our newsletter is only valid on full-priced items with a minimum value of €150.00 and is not applicable to special edition collaboration products, as stated in the terms and conditions.
If all terms and conditions have been met, but your discount code does not work, please contact us. We do not recommend placing an order without applying the code, as we cannot guarantee that it will be applied after purchase.
What to do if the model I like is currently out of stock?
If you see the style you want on our site, but it is not available in the color and size you chose, click the "notify me" button on the product page to be notified when this item is back in stock. If this option is not available, it is unlikely that the item will be restocked in the future.
We apologize for any inconvenience this may cause, and hope you can find an alternative style that you like just as much!
What should I do if an item is missing from my order?
We are truly sorry if you have not received an item from your order. In this case, please contact us as soon as possible with your order number and pictures of the package you received so we can investigate with our warehouse and courier. If your package arrived damaged upon delivery, please provide us with pictures when you contact us. We will try to resolve the situation for you as quickly as possible
I received a wrong or damaged item. What should I do?
We are sorry if you have received an incorrect or damaged item. In this case, please contact us as soon as possible with your order number and a picture of the incorrect/damaged item. We will make sure to send you the correct item or a replacement as soon as possible.
My order was cancelled, however the promotion/sale has ended. Is it possible to get the item for the same price?
Sale prices cannot be honored after the promotional period ends, so we do not offer price matching if an order is canceled. We apologize for any inconvenience this may cause.
Can I wash my UGG products in the washing machine?
No, our products are too delicate to be machine washed.
- Most of our products are made of sheepskin or leather, which can be damaged by water.
- Never machine wash or dry clean sheepskin or leather products.
How to use: UGG Sheepskin Protector
1. Protect your boots and help prevent stains by treating them with UGG Sheepskin Protector before wearing them for the first time. For best results, boots should be clean and dry before application.
2. Apply outdoors or in a well-ventilated area. Shake the bottle, hold it about 6 inches away from the boot, and spray the sheepskin evenly until the boot is wet, but not soaked.
3. Let the boots dry naturally for at least 24 hours in a cool, ventilated place. Avoid direct sunlight or heat.
4. Once your boots are dry, take your suede brush and lightly brush the fur in one direction to ensure your Classic boots look their best.
How to use: UGG Sheepskin Cleaner and Conditioner
Let the boots dry naturally for at least 24 hours in a cool, ventilated place.
Avoid direct sunlight or heat. Once your boots are dry, take your suede brush and lightly brush the pile in one direction to ensure your Classic boots look their best.
Never put your boots in the washing machine or take them to the dry cleaners.
How can I clean and protect my leather or nubuck products?
We recommend using a specific leather cleaner from specialized brands to clean leather products.
- Nubuck is a softer type of leather. Use a cleaner specifically designed for nubuck leather.
- Purchase a cleaner available at large retailers or specialty shoe stores. Follow the included instructions for proper use.
- To protect the leather and restore its natural moisture, we recommend using UGG Leather Balm.
Does UGG offer a cleaning service?
No, we do not have any cleaning facilities or services at this time.
If you need to clean your UGG footwear, click here to review our care and cleaning instructions.
Comfort and fit
UGG® footwear should be snug, but not uncomfortable.
UGG® footwear is designed to be worn barefoot to maximize the cushioning and warmth of sheepskin.
Our wool footbed will conform to the natural shape of your foot, creating the arch support that's right for you.
Wool's natural properties wick away moisture to keep your feet dry and comfortable. Wool fleece helps maintain a constant body temperature, making UGG® footwear suitable for all climates. In fact, wool will keep your feet warm in temperatures as low as -30 F (-34°C) and cool down to 80 F (26°C).
About sheepskin
UGG uses only the highest quality sheepskin available.
Twin-face sheepskin is used in many of our core products. A piece of Twin-face sheepskin has been treated on both the wool side and the leather side, providing the soft comfort that UGG is known for.
Grade A sheepskin is extremely dense and soft, which ensures a more comfortable and durable material.
Lower quality and synthetic materials can be rough, scratchy and non-breathable. Grade A sheepskin breathes naturally, wicking away moisture and allowing air to circulate freely.
Wool breathes, wicks away moisture and allows air to circulate, keeping your feet dry. Sheepskin is naturally thermostatic, so it keeps your bare feet close to your natural body temperature regardless of the outside temperature.
Information on counterfeiting
WHAT IS COUNTERFEITING?
- A counterfeit product is a fake or an imitation.
- They are made with the aim of tricking you into believing that it is a genuine product. We suggest you contact Customer Service for further assistance
How can I report a fake site?
If you come across a fake site, please feel free to email Customer Service with the website URL so our brand protection team can investigate further.
Can I use my Gift Card online?
UGG gift cards can be used at our UGG concept stores.
If you want to place an order online, contact Customer Service with a photo of your gift card, front and back, they will be able to confirm the balance and turn it into a credit note that can be used online.
Can I purchase a Gift Card online?
At the moment the Gift Card can only be purchased and used in an UGG concept store.