Our Commitment to Your Shopping Experience
At UGG Originals Shop, we believe that exceptional comfort extends beyond our premium sheepskin products to every aspect of your shopping journey. Just as we carefully craft our Classic Boots, MERINO KNITWEAR, and accessories for ultimate comfort, we’ve designed our shipping and returns processes to be straightforward and customer-focused.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has shipped.
Shipping Methods & Delivery Times
Standard Shipping (Fee: $12.95)
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipping
Free Shipping (Orders over $50)
- Carrier: EMS
- Delivery Time: 15-25 business days after shipping
Shipping Regions: We ship worldwide, excluding some Asian countries and remote locations. Please contact us if you have questions about shipping to your specific location.
Returns & Exchanges Policy
Important: You have 15 days from the date of delivery to initiate a return or exchange.
Return & Exchange Process
Step 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
Step 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
Step 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
Step 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 shipping, returns or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours during business days
Address: 2295 Hidden Meadow Drive, GLENWOOD, US 25520