Return and Refund Policy

At UGG Direct, we are committed to ensuring your complete satisfaction with every purchase. If, for any reason, you are not entirely satisfied with your order, you may return your items within 30 calendar days from the date of delivery.

Eligibility for Returns

To qualify for a return, items must meet the following conditions:

• Unworn, unwashed, and undamaged

• In original condition with all tags attached

• Packaged in the original, undamaged shoe box (please do not use the shoe box as external shipping packaging)

Items that do not meet these criteria may not be accepted for return or refund.

Refund Options

1. Store Credit or Exchange

Once your returned item has been received and inspected, a store credit voucher equal to the value of the returned product(s) will be issued via email.

This voucher can be applied toward your next purchase at checkout.

2. Refund to Original Payment Method

Upon approval of your return, a refund for the product(s)’ purchase price will be processed to your original payment method.

You will receive a confirmation email once the refund has been issued.

Please note:

• Refunds exclude original shipping costs.

• A AUD $5 restocking and return handling fee per item applies.

• Refunds typically appear in your account within 2–5 business days, depending on your bank’s processing time.

Incorrect or Faulty Items

If you receive an item that is incorrect or faulty, please contact our team immediately.

UGG Direct takes pride in providing high-quality products, and we will work with you to resolve the issue promptly—either through a replacement, exchange, or refund.

Shipping for Returns and Exchanges

Customers are responsible for all shipping costs associated with returns and exchanges, unless the return is due to an incorrect or defective item supplied by UGG Direct.

How to Initiate a Return

Once your order has been shipped and invoiced, you can lodge a return request online via our Return Portal.

Follow the steps provided to submit your return, and you will receive detailed instructions and the return address once your request is processed.

Important Notes

• Store credits and gift cards are non-refundable once issued.

• Gift cards cannot be exchanged for cash.

Returned to Sender (RTS) Shipments

If an order is returned to sender due to, but not limited to, the following reasons:

• Incorrect or incomplete shipping address provided by the customer;
• Failure to collect the parcel from the post office or courier depot within the designated timeframe; or
• Refusal to pay customs duties, import taxes, or any related fees,

the order will be processed as a refund to the original payment method.