FAQS

Are your boots Australian Made?
We are an Australian owned and operated company. We stock a full range of Australian Made UGG footwear.

All products that are Made in Australia are depicted by the green and yellow triangle in the product photos.

We also stock UGG footwear made abroad from 100% Australian Sheepskin.

Is “UGG” a brand name or a generic term used to describe sheepskin footwear?
In Australia UGG is not a brand name. It is an Australian icon and it has been widely used to describe sheepskin footwear for many decades. Currently in Australia, we have over 70 trademarks of the word ‘UGG’.

When it comes to the International Domain, an American company called Deckers Outdoor Corporation has trademarked terms ‘UGG’ and ‘UGG Australia’ and holds the exclusive rights to those terms. This means that “UGG” is a brand outside Australia and UGG Boots is a product made my Deckers Outdoor Corporation. We are not in any way associated with Deckers Outdoor Corporation.

We are Australian Owned and Operated.

 

Where is my order getting dispatched from?
All orders are picked and packed and dispatched from our warehouse in Sydney.

How much are Shipping Costs?

Shipping within Australia · Standard Delivery – FREE for orders of $100 and over, $10 for orders below $100 · Express Delivery – $9.9    International Shipping · FREE for orders $100AUD and over · Flat rate $9.9AUD for orders below $200AUD

 

Shipping costs are calculated by weight and destination location upon checkout. We are currently running a promotion where all orders within Australia that are over $100 receive complimentary standard shipping. Standard shipping is 3-5 business days.

For all international orders that are over $100 AUD receive FREE shipping. For all orders below $100, a $9.9 AUD shipping fee applies (3-5 business days)

For all orders outside of Australia transit times are 5-10 working days after dispatch. Depending on the destination country, extra time may be required for customs clearance processing. Orders sent outside of Australia may be subject to import taxes, customs fees, duties, etc. These fees are outside of out control and are charged by the local customs authorities. Please contact your local customs office to find out what customs fees and charges are applicable in your country. These fees are entirely the responsibility of the purchaser. We cannot accept such claims and cannot not be responsible for these costs.

 

Do You Ship Internationally?
Yes, we ship worldwide. International orders that are over $400 AUD receive FREE EXPRESS shipping. For all orders below $400, a $55 AUD shipping fee applies. The standard shipping times are anywhere between 8-15 business days after dispatch, whereas the EXPRESS SHIPPING times are anywhere between 3-5 business days after dispatch. Please note, that transit time can take longer if your order gets held up at the country’s processing facility. Please note, that all import tax and duty costs are to be absorbed by the customer. UGG Originals is not responsible for any tax duties, customs fees or any other import costs imposed by the countries local authorities.

For all orders outside of Australia transit times are 5-10 working days after dispatch. Depending on the destination country, extra time may be required for customs clearance processing. Orders sent outside of Australia may be subject to import taxes, customs fees, duties, etc. These fees are outside of out control and are charged by the local customs authorities. Please contact your local customs office to find out what customs fees and charges are applicable in your country. These fees are entirely the responsibility of the purchaser. We cannot accept such claims and cannot not be responsible for these costs.

For deliveries outside of Australia, uggoriginals.com.au is not responsible for any fees that may be charged by the local customs authorities. These fees are entirely the responsibility of the purchaser.

Please note also, that due to our compliance with international trademark laws, all products shipped out of Australia have different branding and labelling.

If there is a change of mind on any international orders, we will happily issue a refund for the cost of the original item. Please note - we will not be reimbursing the original cost of shipping paid by the consumer.

Return to Sender: in some instances, the item will be returned back to us if the order remains at a posting facility for too long. Once this item is returned to us - the consumer will be liable for the postage cost incurred. 

 

How long before my order gets dispatched?
Please allow up to 24-48 hours for your order to get picked and packed and dispatched with the courier company. Our warehouse operates Monday to Friday 9-5pm.

What Shipping company do you use?
We use a number of different couriers including Australia Post, Couriers Please and Fastway.

How do I find out my order number?
Once you complete your purchase you will receive an email confirmation detailing your order number. Please check your spam/junk folder if you are missing this email. If you still have not received it please get in touch with us.

I have made an error with my order and I need to change it?
If you have made an error, please get in touch with us immediately so we can correct the details in the system. We cannot guarantee this can be done before the item gets dispatched but we will do our best to correct it before the item gets sent out.

Can I track my order?
Yes. All deliveries can be tracked online via the relevant postal carrier's website. Tracking information will be emailed to you once your goods have been despatched from our Head Office.

Please note that international postage orders may be untrackable beyond Australian borders dependant on both the receiving postal company and the packages destined country. However, if an issue occurs, please contact the postal company your package was originally sent with, and provide them with your tracking number.

 

What happens in my order is lost in Transit?
If you do not receive your order within the estimated time frame, please contact the relevant postal service with your tracking number. If the carrier is unable to locate your order, please contact us and we will lodge a claim on your behalf.

What is your returns policy?
Please refer to details of our Returns Policy.

Can I wear my UGG Boots outside?
Yes. UGG Boots can be worn indoor and outdoors.

However, it is imperative that you protect your footwear with our UGG Repellent Spray to ensure that your UGG’s are protected from any water or liquid that comes into contact with the suede. We encourage you to use the spray on your boots upon purchase and repeat the process every 3-6 months.

This ensures that the boots repel water and keep them clean. Please note that the boots will never be water proof due to the materials they are made from: Sheepskin wool and suede.

 

Are UGG Boots Water Proof?
A lot of our UGG Boots styles are Water Resistant. However due to the nature of the material they are made from ie. Sheepskin Wool and Suede, they will never be fully water proof.

How do I clean my UGG Boots?
To keep them in optimal condition, we encourage you to use our UGG repellent Spray before first use and repeat the process every 3-6 months.

If your boots get damp or dirty, simply hang them to dry and then rub off any dirt with our Cleaning care brush and in some instances a damp cloth with suffice. Please do not submerge them in water or put them through a washing machine as this will damage the materials.

 

Do I need to pay customs tax to import my order/goods?
UGG Originals is not responsible for any import fees/taxes associated with your order.

Any taxes, duties or import fees associated with an order are to be absorbed by the recipient.
If you are unclear on what rules, taxes and import duties apply to online orders outside your country, please enquire with your local customs office.