Returns Policy E-mail

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 (excluding Custom Orders, which are all products outside our standard colour range (Sand, Chestnut, Chocolate and Black). Items should be returned in their original packaging. Returns for an exchange are sent back to us via a reply paid address so you won’t have to spend a cent to exchange your purchase. In the event of a refund, the reply paid address does not apply. 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 cost (within Australia) $ 15.00.

Please contact our Customer Care on This e-mail address is being protected from spam bots, you need JavaScript enabled to view it   prior to returning your purchased item or for further information. This offer is only available for customers in Australia, for more information see "How to return Items" below.

International

You may return new items sold and fulfilled by UGGYS GENUINE in an unworn condition 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 in their original packaging. We'll also pay the return shipping costs if the return is a result of our error. In case of mind change about your purchase or if you chose the incorrect size, style or colour we will refund the item's purchase price but not the shipping cost. If you have taken up our FREE Shipping offer, but you decide to you want a refund we will refund the full price minus shipping cost = International $ 45.00. In the event of an exchange a return postage charge applies. For more information see "How to return Items" below.

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. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.

Faulty Items

All our products are checked for faults before shipping. Should you nevertheless receive a faulty item (that you have purchased online) and need to exchange it for the same item, we will pay the return shipping costs and ship out a new item free of charge to you.

Our products come with a 12 months warranty (excludes sale items)* and will be exchanged for a new pair within that time.

Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center.

* 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. We are happy to exchange a discontinued item for a new style, however the price difference will need to be paid by the customer.

 

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. Returns must be sent back to us at your (the customer's) expense. We will exchange your item and post it to your desired address, however you will be responsible for shipping costs ($45 international/$15 within Australia) as the products were bought in store, not online. 

In the event of a faulty item, we will happily exchange your item for a brand new one and ship the new item to you minus the shipping cost (see rates listed above). Please note refund is not available for faulty items that were purchased in store but posted to Head Office.   

 

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.

 

How to Return Items

First contact our Customer Care on This e-mail address is being protected from spam bots, you need JavaScript enabled to view it   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 returned insured/ registered 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 GENUINE Return Centre, PO Box 979, Balcatta WA 6914, Australia. Please include a copy of your invoice with a note explaining the reason for returning the item.