Returns Policy
ONLINE ORDERS
Within Australia
If, for any reason, you are unhappy with your purchase decision, simply return your unworn shoes within 30 days of delivery for an exchange or refund (excluding Custom Orders, which are all products outside our standard colour range (Sand, Chestnut, Chocolate and Black)). Items should be returned unworn and in their original packaging.
Please contact our Customer Care prior to returning your purchased item for further information.
EXCHANGE
Return shipping to UGGYS GENUINE is to be organised by the customer via a traceable method and is non-refundable however you are not required to pay shipping on the outgoing parcel. UGGYS GENUINE is not responsible for items lost or damaged in transit. Please allow 3-5 business days for the time it takes to process the request. You will be notified by the courier company (TOLL Priority) via email once the goods have been dispatched.
REFUND
In the event of a refund, we will reimburse the full purchase price but not the original shipping cost. If you have taken up our FREE Shipping offer, but you decide to get a refund we will refund the full price minus shipping costs. Return shipping is to be organised by the customer and is non-refundable. You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. We'll notify you via e-mail of your refund once we've received and processed the returned item.
FAULTY
UGGYS GENUINE products come with a generous 12 month warranty on labour and material faults (valid worldwide). Please note normal wear & tear is not covered by our warranty. All our products are checked for faults before shipping. Should you nevertheless receive a faulty item we will repair or exchange your item under the UGGYS GENUINE 12 month warranty. Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center. You must contact the Customer Care centre prior to shipping your faulty boots back and a photo of the fault is required. Customers are required to pay for the return shipping costs, however if it is a genuine fault the shipping costs will be reimbursed and UGGYS GENUINE will also pay the shipping costs on the outgoing parcel. The goods must be sent via a traceable method. UGGYS GENUINE is not responsible for items lost or damaged in transit.
Items that do not adhere to our terms and conditions will be not exchanged or refunded. For items returned more than 30 days after delivery no refund will be given. Prices for shipping can be viewed online. For more information see "How to return Items" below.
* Sale items are items that are discontinued, and therefore no longer available. For this reason we will not be able to exchange discontinued sale items for a new pair of the same style and price. A new item to the same value can be chosen or refund will be given.
Outside Australia
If, for any reason, you are unhappy with your purchase decision, simply return your unworn shoes within 30 days of delivery for an exchange or refund (excluding Custom Orders, which are all products outside our standard colour range (Sand, Chestnut, Chocolate and Black)). Items should be returned unworn and in their original packaging.
Please contact our Customer Care prior to returning your purchased item for further information.
EXCHANGE
Return shipping to UGGYS GENUINE is to be organised by the customer via a traceable method and is non-refundable. UGGYS GENUINE is not responsible for items lost or damaged in transit. The customer is also responsible for the payment of the new shipping costs on the exchanged item. Please allow 3-5 business days for the time it takes to process the request. You will be notified by the courier company (UPS) via email once the goods have been dispatched.
REFUND
In the event of a refund, we will reimburse the full purchase price but not the original shipping cost. If you have taken up our FREE Shipping offer, but you decide to get a refund we will refund the full price minus shipping costs. Return shipping is to be organised by the customer and is non-refundable, it must be via a traceable method. UGGYS GENUINE is not responsible for items lost or damaged in transit. You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. We'll notify you via e-mail of your refund once we've received and processed the returned item.
FAULTY
UGGYS GENUINE products come with a generous 12 month warranty on labour and material faults (valid worldwide). Please note normal wear & tear is not covered by our warranty. All our products are checked for faults before shipping. Should you nevertheless receive a faulty item we will repair or exchange your item under the UGGYS GENUINE 12 month warranty. Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center. You must contact the Customer Care centre prior to shipping your faulty boots back and a photo of the fault is required. Customers are required to pay for the return shipping costs, however if it is a genuine fault the shipping costs will be reimbursed and UGGYS GENUINE will also pay the shipping costs on the outgoing parcel. The goods must be sent via a traceable method, UGGYS GENUINE is not responsible for items lost or damaged in transit.
Items that do not adhere to our terms and conditions will be not exchanged or refunded. For items returned more than 30 days after delivery no refund will be given. For more information see "How to return Items" below.
IN STORE PURCHASES
Different terms and conditions apply for purchases made in store and these conditions are displayed at each store counter. If you are unhappy with your purchase decision, simply return your unworn shoes to any store within 30 days of delivery for an exchange or refund (excluding Custom Orders, which are all products outside our standard colour range (Sand, Chestnut, Chocolate and Black).
If you have taken the items you purchased overseas or to an area where you are unable to return the goods to one of our stores, you are able to post the items to our Head Office. Items should be returned in their original packaging via a traceable method. Returns/Exchanges/Faulty items must be sent back to us at your (the customer's) expense. We will repair/exchange/ your item and post it to your desired addressee, however you will be responsible for shipping costs ($49 international/$15 within Australia). Please contact customer care before shipping any goods back to UGGYS GENUINE.
If you have taken up our Shipping Service in one of our stores Online Terms and Conditions apply – see above.
* Sale items are items that are discontinued, and therefore no longer available. For this reason we will not be able to exchange discontinued sale items for a new pair of the same style and price. A new item to the same value can be chosen or refund will be given.
How to Return Items
First contact our Customer Care to inform them about the reason for an exchange or refund. Our Customer Care personnel will inform you exactly how to proceed in the event of an exchange or refund.
Returned items should be via traceable method, unused in its original packing to prevent against loss during shipping. Please fill in (THE DOCUMENT PROVIDED CAN BE FILLED OUT) and print out the UGGYS GENUINE return form, sign it and include it with the exchange items and return them to the following address: UGGYS Pty Ltd Return Centre, PO Box 442, Floreat WA 6014, Australia. Please include a copy of your invoice with a note explaining the reason for returning the item.
About UGGYS GENUINE
UGGYS GENUINE is a genuine ugg boots brand made in Australia from 100% genuine sheepskin. We are not in any way affiliated with the US-based UGG® Australia (Deckers Outdoor) brand. UGGYS GENUINE guarantees that your ugg boots are manufactured in Australia to the highest quality standards.