Return and Refund Policy

At UGG Direct, we want you to be happy with every purchase. If you are not completely satisfied with your order, you may return your items within 30 calendar days of delivery, subject to the conditions below.

Eligibility for Returns

To be eligible for a return, items must be:

• Unworn, unwashed, and undamaged.

• In their original condition, with all tags attached.

• Packed in the original, undamaged shoe box. Please place the shoe box inside separate protective packaging; do not use it as the outer shipping box.

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

Return Options

1. Store Credit or Exchange

Once we receive and inspect your returned items, we will email you a store credit voucher equal to the value of the returned products.

You can use this voucher at checkout for your next purchase, including purchasing a replacement item.

2. Refund to Your Original Payment Method

Once your return is approved, we will refund the purchase price of the returned products to your original payment method, subject to the deductions below. We will send you a confirmation email when your refund has been issued.

Please note:

• Original shipping costs are non-refundable.

• A restocking and return handling fee of AUD $6 per item applies.

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

Incorrect or Faulty Items

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

We take pride in the quality of our products and will work with you to resolve the issue promptly through a replacement, exchange, or refund.

Return and Exchange Shipping Costs

Customers are responsible for shipping costs associated with returns and exchanges, unless UGG Direct supplied an incorrect or faulty item.

How to Request a Return

Once your order has been shipped and invoiced, you can submit a return request through our Return Portal.

Follow the steps in the portal. Once your request has been processed, we will provide detailed instructions and the return address.

Please include your return authorisation (RMA) or case number inside your parcel so we can identify and process your returned items.

All returns must be sent by mail. We do not accept returns in person.

Store Credits and Gift Cards

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

• Gift cards cannot be exchanged for cash.

Returned to Sender (RTS) Shipments

If your order is returned to us, it will be processed as a refund to your original payment method. Reasons an order may be returned to sender include, but are not limited to:

• An incorrect or incomplete shipping address provided by the customer.

• Failure to collect the parcel from the post office or courier depot within the required timeframe.

• Refusal to pay customs duties, import taxes, or related fees.