Return & Refund Policy

Introduction

We want you to be completely happy with your purchase. This Return & Refund Policy outlines your rights and our procedures for returns and refunds. Our policy is governed by the Australian Consumer Law, which provides you with certain non-excludable rights and remedies.

1. Change of Mind Returns

If you simply change your mind about a purchase that is received as described and without fault:

  • Timeframe: You may request a return within 30 calendar days of the dispatch date.

  • Condition: Items must be unworn, undamaged, and in their original condition with all tags attached and original packaging (including the shoe box) intact.

  • Refund Method: If approved, we offer a refund to the original payment method. Please note: For orders paid via Afterpay or Zip, your refund will be processed through their respective platforms in accordance with their terms.

  • Costs: Shipping costs are non-refundable. Return shipping is at the customer's expense. We recommend using a trackable service as we cannot be held responsible for lost parcels.

2. Goods That Don’t Match Description

If the product you received is significantly different from how it was described:

  • You are entitled to a full refund under Australian Consumer Law.

  • Contact us to lodge a Returns Request and we will provide return instructions.

  • Once the return is received and assessed, we will issue your refund.

3. Minor Faults

If the product has a minor defect or fault:

  • Contact us with evidence of the issue (e.g., photos).

  • We may offer a partial refund without return, or the option to return for a replacement or full refund.

4. Major Faults

For products with a major failure under Australian Consumer Law:

  • You may choose a refund, repair, or replacement (subject to availability).

  • Lodging a Returns Request will initiate the process and provide instructions.

  • In some cases, we may request photos first to determine whether a return is required.

5. Refund Process

Once your return is received and inspected:

  • Approved refunds will be issued to the original payment method.

  • Refunds usually take several business days to process, depending on your financial institution.

  • Shipping and return costs may be deducted, unless the return is due to our error or a major fault.

6. Return Shipping

  • Return shipping costs are generally the customer’s responsibility unless the return is due to a fault or incorrect item.

  • We recommend using a trackable delivery method, as we are not responsible for lost return parcels.

7. Special Conditions

  • Special orders may incur a restocking fee.

  • Returns with damaged or unsellable packaging may incur an additional fee.

  • Some products may be exempt from change of mind returns (e.g., clearance items, custom or personalized products).

  • If you are unsure whether an item is eligible, please contact us before sending it back.

  • Hygiene: For hygiene reasons, UGG products showing any signs of wear on the soles or inner wool cannot be accepted for a change-of-mind return.

  • Sale Items: Items purchased on 'Clearance' or marked as 'Final Sale' may only be eligible for an exchange or store credit unless they are faulty.

How to Request a Return or Refund

  1. [Contact us] with your order number and reason for return.

  2. We will respond with detailed instructions within 2 business days.

  3. Return the item following the approved method and timeframe.

If you have any questions about your rights or this policy, feel free to contact us — our team is here to assist.