FAQS

Yes we do. UGG is a generic term in Australia for sheepskin boots and has been that way since the late 1960’s. In fact, the word UGG is defined in the Australian Macquarie dictionary as “A fleecy lined boot with an untanned upper”. Our boots are all made in Australia from genuine A-grade Australian Merino double-faced sheepskin. Click here to learn more about the history of the UGG boot.

No. We are not associated with the American owned brand, UGG®Australia, they mass produce their boots in China and Vietnam. UGGs are an Australian Icon and should be made in Australia NOT China. Our Australian owned and operated company has been manufacturing Australian Made UGG boots since 1974. Click here to learn more about the history of our company.

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Protect your UGG boots against stains and water marks by treating them with our UGG protector spray prior to wearing them for the first time. For incidental scuffs and marks on our boots, simply brush lightly with a soft suede brush or sponge. Click here for more information on caring for your UGG boots.

Yes, suede UGG boots are washable. You may use our UGG shampoo or a wool wash and gently handwash them. Once the boots have dried they may shrink slightly but this is normal. After wearing them for an hour or so, they will go back to the normal, warm and comfortable state that you are used to. Darker colours may lose colour in the process. Click here for more information on caring for your UGG boots.

Our UGG boot soles are made from Ethylene Vinyl Acetate (EVA). EVA soles are light, flexible and are suitable for both indoor and outdoor use.

Yes, our EVA soles are designed for both indoor and outdoor use. We recommend that you protect your UGG boots by applying an UGG protector spray prior to first use. Click here for more information on caring for your UGG boots.

UGGs are designed to be worn without socks. With continued use, the wool will mould to the shape of your feet, creating a perfect fit. Sheepskin is a natural product which breathes, absorbs moisture and provides a warmth and comfort superior to any synthetics. Unlike most synthetics, sheepskin will not become smelly with wear. If you must wear socks, use wool or cotton.

Our boots are made with removable innersoles so if you want to start fresh with a new fluffy innersole you can easily remove the old one and insert a new one. It’s that easy! Click here to purchase a new innersole.

Yes there may be some colour transfer from darker coloured sheepskin. We use natural dyes however there may still be some colour transfer so be careful if using with lighter coloured clothes.

Both your security and your privacy are very important to us. You can order from our online store with the full confidence of using one of the world’s leading online security companies GeoTrust. Our shopping cart is fully secured with state of the art 128-bit encryption.

We also recognize your privacy is extremely important. Please note, we are required to provide your name and mailing details to Australia Post for the purpose of delivering your purchases. However, we guarantee that we will not sell, rent or otherwise provide any of your personal information to any other person or business whatsoever. That’s the way it should be.

Every attempt is made to provide a true colour representation to you however actual colours may vary slightly from those displayed on this website. The colour dyeing process may differ with each sheepskin as it is a natural product. Colours may also be affected by individual settings on your computer or mobile device.

Our prices are listed in Australian Dollars and where applicable, inclusive of goods and services tax (GST). GST does not apply to the purchase of Gift Cards. Unfortunately we are unable to provide an approximate cost in another currency however there are numerous online currency converters available for your use.

We accept Paypal, Visa and Mastercard payments. Please contact us for any payment enquiries.

No we do not price match. We proudly manufacture our UGG boots in Australia using the highest quality materials. Each pair of boots are handcrafted by our expert craftsmen and we provide a 12 month warranty against any manufacturing defects.

All orders are manufactured and shipped from our Gold Coast factory located in Miami, Queensland.

Yes, we can ship our products worldwide. We have aligned ourselves with Australia Post to ensure a reliable and efficient delivery system to our customers. Click here for full shipping details.

We are very pleased to be able to offer a flat shipping fee to domestic as well as international destinations. Please note, due to weight restrictions any international orders for multiple items must be mailed via Express Courier. Click here for full shipping details.

Delivery time frames depend on your delivery destination and choice of shipping method. Please click here for full shipping details.

We will send you an email with your tracking number when your order has been dispatched. You will be able to track your delivery via http://auspost.com.au/track/. Unfortunately, international standard shipping cannot be tracked.

We have aligned ourselves with Australia Post to ensure a reliable and efficient delivery system to our customers. If you are trying to find a missing or late mail item then there are a few things to check prior to contacting us:

  • If the article was sent using a tracked service, go to http://auspost.com.au/track/ to check its status.
  • Check that you have provided the correct delivery address to us.
  • Check if an “Item Awaiting Collection” or “Safe Drop” card has been left in your mail box.

If you still believe that the parcel is missing, please contact us with details of your order. Please note, we will not be able to submit an enquiry with Australia Post before these specified times:

  • Domestic Deliveries
    • If a Standard Post item is more than 3 days late.
    • If an Express Post item is more than 1 day late.
  • International Deliveries
    • If a Standard Post item is more than 15 days late.
    • If an Express Post item is more than 5 days late.

Australia Post investigations may take up to 30 days to complete.

Our shipping department makes every effort to ensure that all items ordered are packed and delivered to you in a secure and timely manner. We have aligned ourselves with Australia Post to ensure a reliable and efficient delivery system to our customers. However, there may be occasions when parcels are incomplete or inadvertently damaged in some way. On these rare occasions, please contact us and we will endeavour to resolve it for you.

Yes you can! Simply reply to the confirmation email, include your order details and the personal message, this must be limited to 25 words. Online orders are presented beautifully in carefully wrapped tissue and an UGG Since 1974 branded cloth bag.

If you change your mind or have made an error in your order, you will need to contact us immediately. Preferably call the office during business hours. We will make every attempt to assist you but we cannot guarantee that we will be able to change or cancel your order. For all Design Your Own orders, please choose carefully as these purchases are final and will not be refunded or exchanged.

We will gladly accept any enquiries regarding products that have been purchased directly from our online store or one of our retail stores. Please click here for full details of our Returns and Exchange policies.

Our boots are unisex so be sure to refer to our sizing charts for your correct size. Your UGG boots should be snug as sheepskin does stretch.

Yes they may stretch up to half a size with continued use. This is a normal characteristic of natural products such as genuine sheepskin.