FAQ

Q：What is an "ugg boots"?

A: "Ugg boots, or simply uggs, is a generic term for a type of sheepskin boot for nearly 200 years." (Source : Wikipedia) The term allegedly comes from the way the boot "hugs" the foot and leg. Click http://en.wikipedia.org/wiki/Ugg_boots if you want to learn more about the history of Ugg boots.

Q：How can I make a return or exchange?

A: Returns or exchanges are permitted, provided the customer purchased the product through our website and it is within 30 days of the original invoice date. Shoes must be free of wear and tear and must be thoroughly cleaned so that all dirt and debris is removed. Dirty shoes will be returned to the customer, without evaluation. Shipping charges are not refundable. All exchanges will be shipped via surface delivery at no charge to the customer. Please refer to the back of your invoice for the required return form.

All packages should be sent via a trackable method. UGG® Australia is not responsible for packages lost in transit.

Q: When will my order ship?

A: It normally takes 2 to 4 business days to process and 12 hours or 24 hours to supply the tracking number. The shipping time usually takes 7 to 14 working days to arrive, but will be highly depended on the courier company and customs work/duties.

Q: How long will my return take?

A: Please allow up to 15 business days from the date we receive them for your return to be processed.

Please keep in mind all return requests (exchange/refund) will be processed as received. We cannot make any changes to the return or action requested upon receipt.

Q: Are duties & taxes and brokerage fees only charged on the merchandise?

A: Delivery to international countries requires the consignee of the package to be responsible for all duties, taxes and brokerage fees as mandated by the Government of where the shipment is received. Please check with your local agency for details on estimated fees. UGGs Australia is not responsible for duties and taxes. The customer is responsible for these fees. The recipient of the package is responsible for all duties & taxes and brokerage fees. Duties & taxes and brokerage fees are not included in the shipping & handling fee we charge. Please check with your local agency for details on estimated fees.

Q: What happens if I refused delivery on an international package?

A: If an international package is refused for any reason, we will not refund the customer for the merchandise nor shipping & handling charges. We do not pay for return shipping when the package is abandoned internationally.

Q: How do I care for my UGG sheepskin product?

A: Sheepskin is naturally water resistant and therefore small amounts of moisture will not seep through or damage it. To clean please carefully follow the below instruction:

Hand wash only. DO NOT use a washing machine.

Moisten entire surface of sheepskin footwear with clean, cold water.

Dilute Cleaner and Conditioner with 1/2 water and 1/2 Cleaner & Conditioner

Apply a small amount of diluted Cleaner & Conditioner to a clean, wet sponge. DO NOT apply Cleaner & Conditioner directly onto the footwear.

Gently scrub to clean entire area. Sheepskin has a delicate surface, which can be damaged if scrubbed aggressively, or with undiluted concentration.

Rinse in clean, cold water, do not soak boot.

Lightly stuff with paper to hold shape, and allow to dry naturally and slowly. DO NOT dry in direct heat or sunlight.

Once footwear is dry, lightly brush with with a very soft suede/nubuck brush in one direction only.

With proper care and cleaning, you can expect your footwear to last longer, but we do not guarantee that it will remove all stains nor prevent stains from occurring.


Q：Can I wear my boots in the rain or snow ?

A: Sheepskin is naturally water resistant, and therefore small amounts of moisture will not seep through or damage it. For more complete protection, we recommend treating products with a Stain and Water Repellent. Boots/shoes with full grain leather uppers are waterproof, but it is still recommended that they be treated.

Q：How do I choose a correct size?

A: Ugg boots are designed to be worn bare-fit, providing luxurious feel of sheepskin against your skin. Because of the unique properties of wool fibres, the boots will mould to the shape of your feet, resulting in unique personal fit that can not be substituted by any other footwear. Initially, the ugg boots and other sheepskin footwear should fill snug/firm around your fit. This will allow the wool to compress and for the boot to change its shape to fit with the unique form of your foot, resulting in the perfect fit and maximum feeling of warmth and comfort, provided by the premium quality materials used in lotus footwear.
If you are not sure about your size, just measure your biggest foot from the back of the heel to the tip of your longest toe and use this measurement and the size chart below to workout your size. For example, if your biggest foot measures 25.4 cm (10") you should select AUS Men¡¯s size 7 or AUS Ladies size 9.
Our ugg boots and slippers are available in full sizes only. If your feet fall between the sizes, we suggest you go up to the next size. Otherwise, choose your regular shoes size. Please do not go down in size.women's sizing chart

Q：What is the colour of the product?

A: SNUG Australia aims to include up-to-date pictures of all products on our web site.

We make every attempt possible to reflect the actual colour of the products in the images presented on this web site. However, ugg boots and other sheepskin products may exhibit some irregularities and variations in colour and texture. These variations are characteristic of the sheepskin and add to the beauty and character of the footwear.

The accuracy of the images displayed also depends on the type of monitor used and the computer settings. Where possible, multiple views of the product are provided, to minimise any discrepancies.