Shipping Info
**All orders are processed and dispatched from our Factory at Thornton**
For orders within Australia:
Choose from:
- Flat Rate Post ... $15 per order (excluding car seat covers, bed underlays and parcels weighing over 4kg, we will calculate a price based on weight and destination)
- 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.
- 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 item states "backorder". A full refund will be issued if we cannot post an item within 14 days.
Please click here for any updates to shipping.
For 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.
Please click here for any updates to shipping.
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.
Exchanges
Returned items must be post marked within 30 days from initial receipt of item. (Exchange period is extended until 15th January for purchases made from October to allow for early purchase of Christmas gifts)
We are happy to exchange size, colour or style on the basis that the returned item is in original new condition accompanied with proof of purchase, all packaging and tags. Please note that we will not exchange items or footwear that shows signs of wear, stretching, marks or soils.
Please email us before returning items. We will reply with our Goods Return form for you to print, complete and return with the items. Additional cost may apply if changing to a different style or size. Return postage is at your cost, both ways.
Once we receive your returned items we will email you with your amended order and a link for payment for any additional charges. Should the items not be in new condition the items will be returned to you at your expense.
Note: This should go without saying but we will not exchange underwear or socks (we stock Bamboo undies and socks in our store) or Innersole Fluffs. Also no exchanges on Medical Gear (accept unworn footwear), Baby Rugs, Head Wear, Scarves, Gloves and sale items at our discretion
Refunds
Regrettably, we are unable to process refunds for change of mind or unsuitability discovery, unwanted gifts, buyers’ remorse, or brand confusion. Instead, we provide store credit or e-vouchers/gift cards, and facilitate exchanges as outlined in our exchange process detailed above.
Store credit or e-vouchers/gift cards are issued for 100% of the purchase price, excluding any applicable shipping charges. The same return conditions apply as per our exchange process detailed above.
Refunds are only provided in compliance with Australian Consumer Law, particularly in cases of genuine major faults.
Promos
When purchasing an eligible product during our free gift promotions, please note that if you exchange the eligible product for one that is not eligible for the promotion, you will be required to return the free gift or pay for it at full retail value. The free gift is strictly associated with eligible products and must be returned or paid for during the exchange process. Additionally, the return conditions outlined above apply to both the exchanged product and the gift item.
