Our Commitment to Your Satisfaction
At UGG Originals Shop, we believe that exceptional comfort extends beyond our premium sheepskin products to every aspect of your shopping experience. Just as we carefully craft our Classic Boots, MERINO KNITWEAR, and accessories for ultimate comfort, we’ve designed our returns process to be straightforward and customer-focused.
Important: You have 15 days from the date of delivery to initiate a return or exchange.
Return & Exchange Process
1 Review Our Policy
Before initiating a return, please ensure:
- Items are in original condition – unworn, unwashed, with tags attached
- Original packaging is included
- You have your order number and proof of purchase
2 Initiate Your Return
Contact our customer service team within 15 days of delivery:
- Email: [email protected]
- Include your order number and reason for return
- Use our Return Request Template below
3 Package Your Items
Once your return is approved:
- Place items in original packaging
- Include all original tags and documentation
- Securely package to prevent damage during transit
4 Ship Your Return
Send your package to:
UGG Originals Shop Returns
2295 Hidden Meadow Drive
GLENWOOD, US 25520
We recommend using a trackable shipping service and retaining your proof of postage.
Non-Returnable Items
To ensure hygiene and product quality, the following items cannot be returned or exchanged:
- CARE & CLEANING products (opened or used)
- Clearance items (marked as final sale)
- Products without original tags or packaging
- Items showing signs of wear or damage not related to manufacturing defects
- Personalized or custom-made products
Refund Information
Processing Time
Once we receive your returned items:
- Inspection period: 3-5 business days
- Refund processing: 5-7 business days after approval
- Total time: Typically 8-12 business days from receipt
Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): Refunded to your card
- PayPal: Refunded to your PayPal account
Shipping costs are non-refundable unless the return is due to our error or defective products.
Return Request Template
Copy and paste the template below into your email to [email protected]:
Subject: Return Request – Order #[Your Order Number]
Email Content:
Dear UGG Originals Shop Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Items to Return: [Product Names and Sizes]
Reason for Return: [Please specify: Size issue, Defective, Changed mind, etc.]
Preferred Resolution: [Refund / Exchange for [Product and Size]]
I confirm that the items are in original condition with tags attached and packaging included.
Please provide return instructions at your earliest convenience.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours during business days
Address: 2295 Hidden Meadow Drive, GLENWOOD, US 25520
We’re committed to ensuring your complete satisfaction with our premium sheepskin products, just as we’ve done for customers worldwide (excluding some Asian countries and remote locations).
Thank you for choosing UGG Originals Shop. We appreciate your trust in our products and service.