FAQS
Below FAQ are some common concerns of our clients before purchasing our products.
If you have other questions, please just email us on info@theuggstore.com.au.
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Need Help?
If you have an issue or question, you can contact our Customer Service representative.
If we aren’t available at the time, we will get back to you within 20-36 business hours!
Orders & Shipping
Q: “Where do you ship to?”
We ship Australia-wide and to selected international destinations such as NZ. Shipping options are shown at checkout.
Q: “How long will my order take to arrive?”
Most orders are dispatched within 1–2 business days. Delivery times vary depending on location, but Australian metro areas usually arrive within 2–7 business days.
Q: "Do you offer free shipping?"
Yes, we often offer free shipping on eligible Australian orders over a minimum spend. Please check our shipping page for current offers.
Q: "Can I track my order?"
Yes. Once your order has been dispatched, you’ll receive a tracking number via email.
Products & Sizing
Q: "Are your UGG boots genuine?"
Yes. The Ugg Store specialises in authentic Australian sheepskin footwear and accessories.
Q: “Where are your UGG boots made?”
We stock a range of Australian-made and imported styles depending on the collection. Product pages will specify which ones are Australian Made.
Q: "What materials are used?"
Many of our products are crafted using premium double-face Australian sheepskin, suede, wool linings, and durable EVA or rubber soles. Product pages will specify the exact materials
Q: "How do I choose the right size?"
Please refer to our Size Guide on each product page. If you are between sizes, we generally recommend sizing up for comfort.
Q: "Do UGG boots stretch over time?"
Yes, genuine sheepskin naturally moulds to your feet after wear, creating a personalised fit.
Returns & Exchanges
Q: "What is your return policy?"
We accept returns on unworn items in original packaging within the return period listed on our Returns Policy page.
Q: "Can I exchange for another size?"
Yes, exchanges are available subject to stock availability.
Q: "How do I start a return?"
Simply go to our Return Centre on the bottom of our homepage or contact our customer service team with your order number and reason for return.
Care Instructions
Q: "Can I wear my UGG boots outside?"
Yes, many styles feature durable outsoles suitable for indoor and outdoor wear. Please see product pages.
Q: "Are UGG boots waterproof?"
Most classic sheepskin styles are water-resistant, not fully waterproof. We recommend avoiding heavy rain and using a suede protector spray.
Q: "How do I clean my UGG boots?"
Use a suede brush or specialist sheepskin cleaner. Avoid soaking in water or machine washing unless stated otherwise.
Customer Service
Q: "How do I contact customer service?"
You can contact us via our website contact form or email info@theuggstore.com.au.
Q: “Do you guys provide customer support during weekends / holidays?”
We don't provide support during weekends or public holidays. We only operate during normal business hours.
Q: "Do you offer gift cards?"
Yes, Gift cards are available to purchase on our website all year-round.
Popular Questions
Q: "Why choose Australian sheepskin UGG boots?"
Australian sheepskin is known for softness, warmth, breathability, and year-round comfort.
Q: "Are UGG boots only for winter?"
No. Sheepskin naturally regulates temperature, making them comfortable in cooler and mild weather year-round.
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