HELP / FAQs

Products //

Will my sheepskin boots stretch? 

Yes, generally sheepskin boots will naturally stretch with wear. Being a natural product, the sheepskin will give a little, so when you make your purchase the boots need to fit snug, but still be comfortable. If you are unsure of your size, check our size guide. 

How accurate are the colours displayed on this website? 

Every attempt is made to provide a true colour representation in our website's images; however, colour may vary slightly from those displayed on our website due to the natural characteristics of the sheepskin. Please note, colour representation is also dependent upon individual settings on your computer or mobile device.

Promotions & Vouchers //

I have a promotional code/credit note/e-gift card, how do I apply it?

When you visit your shopping cart, you will have the opportunity to enter your code. This will then adjust the price of your products before you proceed to make your payment.

Shipping // 

Australian Shipping - COVID-19 SHIPPING UPDATE

We are continuing to dispatch orders, Monday-Friday, without delay, however you may experience shipping delays with Australia Post and Sendle, once your parcel leaves our warehouse.

You can find more information on Australia Post and Sendle's website.

Thanks for your patience and understanding while Australia Post & Sendle works through the increased volume.

Where is my order shipped from? 

All orders are despatched from Brisbane City, Queensland, Australia.

Deliveries //

 

My parcel hasn't arrived, what can I do?

If your parcel hasn't arrived within the estimated time period, we recommend you visit the carrier's website and check whether they've attempted to deliver to you.

If you ordered express postage, we require a signature on delivery, so if you weren't home at the time of delivery, your item may be waiting at the post office for your collection.

If you order multiple items, these may be shipped in separate packages and may arrive at different times. If this occurs, please wait an extra day for the remaining item(s) to arrive.

If you have any problems with your shipment, please contact the courier and quote your tracking number. If you still need help, please send your details to uggbrisbane@gmail.com

How do I track my parcels?

Once your order is dispatched, you'll receive an email or text message from Australia Post or Sendle with your tracking number. You can use this to follow your item all the way to your door.

 

Ordering //

What happens if I order something and it's out of stock?

Our website is programmed to remove out of stock items for the online store, but occasionally an item sells out within the day you may order. If an item on your order is sold out, we will notify you of this shortage. We will offer to refund or replace with another style of equal or lesser value.

How do I know if my order was placed successfully? 

After you've ordered your products you'll be emailed a confirmation with your order number.

Make sure you entered the correct email address. If you are unsure, please email us at uggbrisbane@gmail.com 

Can I make changes to an order?

While we pride ourselves on processing orders quickly and efficiently, unfortunately once your order has been confirmed we can no longer cancel or modify the order. 

What currency are your prices listed in? 

Our prices are listed in Australian Dollars and inclusive of Australian goods and services tax (GST). Please note, all final transactions at checkout will be processed in Australian Dollars.

Exchanges //

Can I exchange a pair of boots I bought online from another website?

No. We only provide exchanges for products originally bought on our website only. If you purchased from another website, then you must contact them directly.  

I made an order on au.ugg.com, and I've been told I can exchange it at an UGG concept retail store - can I exchange it at your Brisbane shop?

No. UGG Brisbane is an authorised retailer for the UGG brand so we are NOT an 'UGG concept retail store', therefore we do not provide exchanges for purchases made through au.ugg.com. If you check on the au.ugg website, you will find our store listed as an authorised retailer, not a concept store.
The closest UGG concept retail store is at Pacific Fair, so you will have to contact them if you purchased from au.ugg.com

 

Can I exchange products at your Brisbane City shop if I originally purchased it online from www.uggbrisbane.com?

You can most certainly exchange your items at our Brisbane City shop provided that the items are in the original condition i.e. tags attached, unworn and in the original packaging. Please present your original receipt and one of our staff members will be able to assist you.

Refunds //

Does UGG Brisbane provide refunds if I change my mind? 

Please choose carefully as we do not provide refunds for change of mind purchases (which is in line with the Australian Consumer Law). However, we do offer exchanges or credit notes. Please read about our exchange policy by clicking here