**All orders are processed and dispatched from our Factory at Thornton**
For orders within Australia:
- Flat Rate Post ... $15 per order
- Express Post - this means faster postage by Australia Post not jumping the queue of our dispatch
- Pick up in Store - or click & collect at our Thornton or Warners Bay stores
Items that are in stock are sent via Australia Post or Fastway Couriers (our choice), with tracking, and within 7 working days of receipt of order and payment. Out of stock items will be made and posted within 14 days. We will notify you within 7 days of receipt of order and payment if out of stock and ask for your instructions. A full refund will be issued if we cannot post an item within 14 days.
For International orders:
Items that are in stock are sent by Air Mail, are registered and insured, via Australia Post within 5 working days of receipt of order and payment. Out of stock items will be made and sent within 21 days. Time must be allowed for order to reach selected destination, this may vary from country to country. A full refund will be issued if we cannot post an item within 21 days.
Customers are responsible for any duties and taxes that may be incurred when the order arrives in their country.
UK customers please note: if you have not received your order within 3 weeks from us sending, please check with your local postal service before contacting us. If your customs’ duties and taxes have not been paid you will not receive your package. Your postal service will only notify you once of them holding the package so if you miss that notification your order will not be delivered until you make contact with them. We are unable to help in this situation if you have not received your order.
Footnote: UGG boots shipped for postage address outside Australia are not branded or labelled with the word UGG. This is because in UGG in Australia is generic term to describe a sheepskin boot whereas outside Australia it is a trademarked brand.
Cancellation of Order
We are happy to refund the cancellation of your order if the following conditions have been met:
* you email your cancellation prior to dispatch, if order has been dispatched then it is too late and your order will not be refunded.
* an Administration Charge will be deducted from the refund at our discretion based upon costs incurred by us including those charges of a third party. If you are not happy with the Administration Charge you can choose a store credit for 100% of the value of your order to use at a later stage.
All orders are photographed at time of parcel packing. All orders are tracked. You will receive a tracking number on fulfilment of your order. Please ensure parcel security at place of delivery as stolen parcels are not our responsibility.
There will be no short deliveries or missing items from us, there never has been, so any claims will need to be submitted by you at your local police station.
Returned item must be post marked within 14 days from initial receipt of item.
We are happy to exchange size, colour or style on the basis that the returned item is in original new condition accompanied with proof of purchase, all packaging and tags. Please contact us before returning items to ensure we have what you require. Additional cost may apply if changing to a different style or size. Return postage is at your cost.
Should you need to exchange your order, within 14 days of receiving it, please follow the directions given once you have contacted us. All items returned to us must be in original new condition.
Sorry, we will not exchange items or footwear that shows signs of wear, stretching, marks or soils.