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Shipping & Returns
Your satisfaction is our priority and we hope that your order has met your expectations. If, however, you change your mind about any product/s you ordered from the website for any reason, we gladly accept returns for an exchange or refund.
You can exchange or return goods purchased on the website FREE OF CHARGE by using the Returns Form enclosed with your order within 30 days of purchase. Please retain the form until you have confirmed you have the right style and fit, as it includes instructions on how to return goods using our Collect+ service or Royal Mail*. We recommend you use Collect+; this tracked service makes returns easy, allowing you to return parcels through an extensive network of local shops, from early 'til late, 7 days a week.
Please note, you may return goods and receive a full exchange or refund provided that the goods have not been worn, damaged, washed or altered. We cannot exchange or refund items of which you have not taken reasonable care.
How to exchange or return goods purchased
1) Complete the Returns Form, stating the reason for return and, if applicable, the item you would like in exchange (this must be a like for like exchange, for a different colour or size of the SAME STYLE).
2) Follow the instructions on the form to download a Collect+ label and find your nearest participating local shop. Alternatively, cut out the pre-paid Royal Mail Recorded Delivery returns label and attach it securely to your package. Please return goods in the original packaging where possible, if you no longer have this, use a sturdy alternative to protect the goods during transit.
3) Simply take the item to your nearest participating local shop to return via Collect+, or to your Post Office to return via Royal Mail. If you choose to use Royal Mail, please remember to request proof of postage and arrange additional insurance if required; we cannot be held liable for any items lost during transit.
4) We’ll take care of everything for you - we'll send you an email to let you know either when the product you requested in exchange is being sent to you, or when your return has been processed. Providing the returned goods reach us within 2 days of dispatch, please allow 5 working days for the product you requested to be sent in exchange or for your refund to be processed. All refunds will be issued in the same form as the original payment. In some cases it may take up to 7 working days from the time that Ugg boots processes the refund for funds to appear on your bank or credit card statement, dependent on your bank or card issuer.
If you no longer have the Returns Form and label supplied with your order within the 30 day period, please contact our customer service team and quote your order number so they can email you a copy.
How to exchange or return goods purchased elsewhere
If you need to return an item purchased at one of our authorised retailers, please return to the store where the purchase was made. We cannot exchange or refund items purchased elsewhere.
If you need to make a warranty claim, please contact us.
If you need any assistance, please mail our customer service team email us anytime
*If you choose to use Royal Mail, please visit their website to ensure your parcel is adequately insured, retain your proof of postage and arrange additional insurance if required; we cannot be held responsible for any items lost in transit.