FAQ – UGG EXPRESS
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I am buying a Christmas gift, is it possible to return later?

Because we are keen to provide you with a relaxing Christmas gift shopping experience, we have extended the cooling-off period to 25th January 2021 for all the purchases made between 10th November to 25th December. Please noted that all the other terms remain the same and purchases made after Christmas will remain to the original 30 days rule.

 

Are your ugg boots made in Australia?

We have Australian made ugg boots, which are manufactured in an Australian-owned and operated factory. We also have ugg boots that are made overseas. The material in both ranges is premium Australian sheepskin.


Why are sheepskin ugg boots better than other ugg boots?

Sheepskin ugg boots are better than other ugg boots because their quality is better than synthetic boots. Sheepskin boots will also regulate your feet’s temperature better than synthetic ugg boots, so your feet will sweat less and you’ll be more comfortable.


What is your ugg boot sizing like?

Ugg boots should be snug when you originally wear them - like all leather, sheepskin will stretch to your proper size. See our size guide for more information.


Why can’t I wear socks with my ugg boots?

Ugg boots will naturally keep your feet nice and warm. When you wear socks with your ugg boots your feet will most likely overheat and sweat, which can damage your ugg boots.


What is the best way to clean and protect my ugg boots?

The best way to protect your ugg boots is to only wear them indoors and on a flat surface. Keep them in top condition by applying suede and leather water repellent. If they do get dirty, simply let them dry out and then wipe the dirt off the boot with a damp cloth.

 

Are your ugg boots waterproof?

No, most of our ugg boots are not waterproof but some are water resistant. You can apply leather and suede water repellent to keep your ugg boots resistant to water, but this won’t make them fully waterproof.

 

What is your return policy?

We offer 30-day exchanges, returns and refunds. See our Delivery and Return page for more info.

 

Who do you post with?

Most of our orders post with Australia Post.

 

How long will it be delivered?

It normally takes around 1-2 business days for us to process your order and another 3-7 days for delivery. 

Please use this link to get an estimate delivery time: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Your parcel will deliver from Wentworth Point NSW 2127

 

Will my order be impacted by Covid19?

There are no delays in processing orders in our warehouse. However, you might still experience shipping delays with Australia Post. Please see their website for the details of Covid19 impact.

 

Can I cancel/change my order?

We usually process your order quickly, if you would like to cancel or change an order please write us an email as soon as possible. There will be a $10 restocking fee if the request is made after the order is dispatched.

 

What should I do if the item I want is out of stock?

Thanks to our loyal customers, some of our popular items could be sold out very soon. If you are interested in a particular item, we encourage you to click on the "Subscribe Back In Stock Notification" on the product page. In this case, when the item restocks, we will send you an email so that you could place your order before others.

 

What happens when my order is out of stock?

Usually, it is unable to purchase an out-of-stock item. However, there is a chance that the order is placed successfully because of a system error or the product sells out too quickly. In this case, we will send you a notice via your email shortly and provide you with some exchange options or offer you a refund. 

 

What should I do if I receive a faulty product?

We are sorry for your trouble. Please send an email with your order number and some photos of the faulty item to our customer support team. We will try to sort this out as soon as possible.

 

Do you ship overseas?

Your purchase within UGG EXPRESS online could only dispatch to Australia and New Zealand.
However, you can book for an international courier by yourself to ship to your overseas address. Please be aware that the postage will be way more expensive and you need to deal with the customs rate by yourself.

 

Can I pick up my order?

The only pick-up address is the outlet shop. You can choose "pick up" at the checkout page.
Factory Outlet, 1/39 Hill Road Wentworth Point NSW 2127
Opening Hours: 10 am to 5 pm Tuesday- Saturday (except public holidays)

 

How can I contact your customer support team?

If you have any enquires, please do not hesitate to contact us via email support@uggexpress.com.au or leave a message with our Live Chat by click at the button on the bottom-right corner.
We will respond to your request within two business days. Please kindly understand that our customer support team works on a 10-5 Monday to Friday basis. Thank you in advance for your patience.