Terms & Conditions
We do exchange products in original saleable condition within 30 days of purchase. We do extensive quality check before we ship the product to the customers however in a rare case of the product being faulty we will replace it with a new item but if we can not provide you with a similar item we will refund the product costs after we receive the product in its original condition. Damaged or worn goods will not be accepted, other than as a result of a manufacturing fault relating to quality of skins and craftsmanship.
Definition of faults are in the discretion of Genuine UGG.
All shipping and handling fees, are non-refundable. Return shipping costs are the responsibility of the customer. Exchange reshipping costs will also be the responsibility of the customer. To organise a return, a request can be sent to GenuineUGG@gmail.com a return authorisation form will be issued with a reference number, please print and include this in the return shipment to ensure your package can be identified and goods can be refunded quickly. Products must be returned in their original packaging so please keep the box and other packing materials until you have inspected your purchase. All returns must be accompanied by an invoice or packing slip and the return form included with your shipment. Failure to include these forms will result in prolonged processing of your return. Please insure your shipment as lost shipments are the sender's responsibility.
Hold onto your return shipping receipt and/or invoice until you have received your refund or exchange. This receipt is your proof of returning the merchandise. Credit or debit card refunds will be issued on the card that was used for the original purchase. Please allow for one or two billing cycles for a refund to appear on your statement.
To arrange for an exchange please contact our Customer Service Department via email GenuineUGG@gmail.com
Defective and Incorrect Merchandise
Please inspect your order upon its arrival. All damaged and incorrect orders must be reported to our Customer Service department upon delivery. Please retain packing slip and your invoice, the original packaging and any other packaging materials used for return. To return damaged or incorrect items, please contact Customer Service Department on email GenuineUGG@gmail.com
Most in-stock items will ship within 2-5 business days (Monday to Friday, excluding holidays). Delays will be communicated within 24 hours. Any product specific amendments to delivery times are noted on product detail pages. Shipping fees are determined by your order subtotal and how fast you want your package delivered. Please note that items ordered together may not arrive in the same box. You will be notified on product detail pages or with a follow-up message if the merchandise you have selected is currently not in stock.
Standard delivery via Australia Post is available on orders to anywhere in the world. Once the order leaves our warehouse, delivery may take between 3-10 business days. Shipping fees will be calculated on weight and or volume. Please use Australia Post Rate Calculator to estimate your shipping costs.
PLEASE USE THIS AS A GUIDE ONLY.
Express Delivery is available on orders to anywhere in the world.
Please use Australia Post Rate Calculator estimate your shipping costs.
PLEASE USE THIS AS A GUIDE ONLY.
We manually review all deliveries for international orders. Recipients are responsible for any applicable customs duties and taxes in their country.