Shipping Information
All orders are processed and dispatched from our Factory at Thornton.
Orders within Australia
Choose from:
1
Flat Rate Post
$15 per order (excluding car seat covers, bed underlays and parcels over 4kg, we will calculate a price based on weight and destination)
2
Express Post
Postage delivery time frame is solely subjective to Australia Post so once your order is dispatched from our Factory the length of transit times are out of our control.
3
Pick up in Store
Or click & collect at our Thornton or Warners Bay stores.
Items that are in stock are sent via Australia Post or Fastway Couriers (our choice), with tracking, and within 3 business days of receipt of order and payment. Out of stock or backorder items will be made and posted within 7 days. We will notify you within 3 days of receipt of order and payment if out of stock and ask for your instructions when the item doesn't state "Backorder". A full refund will be issued if we cannot post an item within 14 days.
International Orders
Items that are in stock are sent by Air Mail, are registered and insured, via Australia Post within 3 days of receipt of order and payment. Out of stock or backorder items will be made and sent within 7 days. Time must be allowed for order to reach selected destination, this may vary from country to country. A full refund will be issued if we cannot post an item within 14 days.
For expected current shipping times to your country please visit Australia Post website for International delivery times and destination guide, here is the link https://auspost.com.au/sending/delivery-speeds-and-coverage/international-delivery-times
Duties and Taxes. Customers/recipients are responsible for any duties and taxes that may be incurred when the order arrives in destination country. The processing of these charges by destination's country may create a delay in delivery and is beyond our control or help. Providing incorrect contact details will mean your country's customs will not be able to collect the taxes and you will not receive your shipment so please ensure your email and phone number is correct. We will not accept responsibility for these charges or delays and not offer any compensation for such.
Footnote: UGG boots shipped for postage address outside Australia are not branded or labelled with the word UGG. This is because in UGG in Australia is generic term to describe a sheepskin boot whereas outside Australia it is a trademarked brand.
Cancellation of Order
We are happy to refund the cancellation of your order if the following conditions have been met:
- you email your cancellation prior to dispatch, if order has been dispatched then it is too late and your order will not be refunded.
- an Administration Charge of 10% will be deducted from the refund at our discretion based upon costs incurred by us including those charges of a third party. If you are not happy with the Administration Charge you can choose a store credit for 100% of the value of your order to use at a later stage.
Product Security
All orders are photographed at time of parcel packing. All orders are tracked. You will receive a tracking number on fulfilment of your order. Please ensure parcel security at place of delivery as stolen parcels are not our responsibility.
There will be no short deliveries or missing items from us, there never has been, so any claims will need to be submitted by you at your local police station.
Mortels UGG
Mortels UGG is our trademarked Australian brand. In Australia, "UGG" is a generic term used to describe sheepskin boots. According to the Oxford Dictionary, "UGG" is a noun originally from Australia, defined as "a type of soft boot or slipper, typically made from sheepskin with the fleece side facing inwards," often referred to as an "Ugg boot."
Outside Australia, however, "UGG" is a registered trademark in most countries, owned by Deckers Outdoor Corporation Inc., a publicly listed company in the USA. As a result, Mortels UGG products shipped to international addresses will not be branded or labeled with the term "UGG." Instead, our footwear will be branded "Mortels," highlighting our authentic Australian identity.