Understanding the UGGs return policy is key to a stress-free shopping experience, whether you bought cozy boots online or in a store. This guide breaks down everything you need to know about returning or exchanging your UGG products, so you can shop with total confidence.
We’ll cover the timeframes, condition requirements, and step-by-step instructions for both online and in-store purchases. Knowing the policy details upfront helps ensure your return goes smoothly and you get the resolution you want.
UGGs Return Policy
The official UGG return policy allows you to return full-price items within 30 days of purchase for a refund to your original payment method. For items bought on sale or at a discount, you have 30 days for an exchange or store credit only. All returns must be in new, unworn condition with the original packaging and tags attached.
It’s important to start your return within this window. The clock starts ticking from the day you receive your order, not the day you placed it. Always keep your proof of purchase, like your order confirmation email or receipt, as you’ll need it to process any return.
What Items Can Be Returned?
Most full-price items from UGG are eligible for return. This includes their famous boots, slippers, shoes, and accessories. However, there are some important exceptions to be aware of.
* Final Sale Items: Products marked “Final Sale” at checkout cannot be returned or exchanged. This is often the case for deeply discounted items.
* Monogrammed Products: Any item that has been personalized or monogrammed is final and cannot be returned.
* Gift Cards: UGG gift cards and e-gift cards are non-returnable and non-refundable.
* Damaged or Worn Items: Products that show signs of wear, are dirty, or have damaged original packaging may be refused.
The 30-Day Return Window Explained
You have 30 calendar days to initiate a return. “Initiating” means you have either started the online return process through your account or brought the item back to a physical store. Don’t wait until day 29 to mail a return, as it must be received by UGG within a reasonable time after you start the process.
If you’re returning by mail, we recommend sending it back with a tracking number. This provides proof that you shipped it within the required timeframe. Returns received after the 30-day period are typically subject to denial or may only be eligible for store credit at UGG’s discretion.
Condition of Returns: Unworn and Original Packaging
This is the most critical part of the policy. Your item must look exactly as it did when it arrived to you. The inspectors at the returns warehouse are very thorough.
* Tags Must Be Attached: All original product tags, including the hangtag and any fabric care tags, should still be fixed to the item.
* Original Packaging: The shoebox is considered part of the product. Returns sent back without the original box, or in a damaged box, may be rejected or a fee may be deducted from your refund.
* No Signs of Wear: The soles must be completely clean and unscuffed. There should be no lint, dirt, or marks on the sheepskin or other materials. Try items on carpeted surfaces only to avoid any damage.
How to Return UGG Items Purchased Online
Returning something you bought from UGG.com is a straightforward process. You have two main options: using their online return portal or visiting a retail store. Here’s how to do both.
Option 1: Start Your Return Online (Recommended)
This is the most common method. You’ll get a prepaid return label and can track the status.
1. Log into Your Account: Go to UGG.com and log into the account you used to make the purchase. If you checked out as a guest, use the “Guest Returns” tool and enter your order number and email.
2. Find Your Order: Navigate to “My Orders” or “Order History.” Select the order containing the item you want to return.
3. Initiate the Return: Click on “Return Item” or a similar link. You’ll be asked to select a reason for the return from a dropdown menu.
4. Choose Refund Method: Select if you want a refund to your original payment (for full-price items) or store credit.
5. Print Your Label: The system will generate a prepaid return shipping label. Print this label out. You must use the provided label for your return to be processed correctly.
6. Pack the Item Securely: Place the item, with all tags attached, back into its original shoebox. Then, place that box inside a shipping box or secure mailer. Attach the label to the outside.
7. Drop at Carrier: Drop the packaged return at a UPS location. Keep your tracking number safe until you see the refund processed.
Option 2: Return to a UGG Retail Store
You can also return online purchases to a physical UGG brand store. This is often the fastest way to get your refund.
* Bring the item in its original, unworn condition with all tags.
* Bring your proof of purchase (order confirmation email or packing slip).
* The store associate will process the return directly. Your refund will be issued to your original payment method, usually within a few business days.
How Long Do Online Refunds Take?
Once UGG receives your return, it takes about 5-10 business days for them to inspect it. After approval, the refund is issued. The time it takes for the money to appear in your account depends on your bank or card issuer.
* Credit/Debit Card Refunds: 3-10 business days after UGG issues it.
* PayPal Refunds: Usually within 24 hours of UGG issuing it.
* Store Credit: Typically issued as an e-gift card via email within 1-2 business days of return approval.
How to Return Items Bought In-Store
The process for returns from a UGG retail store is similar but must generally be done at a store.
* Bring Everything Back: You need the item, original shoebox, all tags, and your original receipt.
* 30-Day Rule Applies: The return must be within 30 days of the purchase date on your receipt.
* Refund to Original Payment: In-store returns are refunded to the card used or given as cash if you paid with cash. If you don’t have the receipt, you may only be eligible for the current selling price as store credit.
You usually cannot return an item bought at a UGG retail store through the online mail-in process. It’s best to go back to the same store or another nearby location.
UGG Exchange Policy
If you need a different size or color, an exchange is often a good option. The process is simple.
* For Online Purchases: The easiest method is to process a return for a refund and then place a new order for the correct item. This is faster than a traditional exchange. You can also request an exchange through the return portal, but availability for your desired size/color isn’t guaranteed.
* For In-Store Purchases: Simply bring the item back to a UGG store with your receipt. You can select the new size or color right there, provided it’s in stock.
Remember, sale items can only be exchanged for other sale items or for store credit, they cannot be exchanged for full-price merchandise.
International Returns and Special Cases
If you’re outside the United States, the return policy may vary. Always check the website for your specific country or region (e.g., UGG Canada, UGG UK, UGG Australia). Often, you must return items to the warehouse in the country from which they were shipped.
For defective items, the policy is different. If your UGG product has a manufacturing flaw, contact UGG Customer Service immediately—even if it’s after 30 days. They will often provide a solution, which may include repair, replacement, or refund.
Tips for a Successful UGG Return
Follow these tips to avoid any hickups with your return.
* Act Quickly: Don’t let the 30 days slip by. Start the process as soon as you know you want to return.
* Preserve the Packaging: Store the shoebox and tags safely while you decide. A crushed box can lead to problems.
* Take Photos: Before you send anything back, take clear photos of the product, tags, and box. This provides evidence of the condition if any issues arise.
* Use the Provided Label: Always use the prepaid label from UGG’s portal. Using your own method may void the return or cause delays.
* Keep Records: Save your return tracking number and email confirmation until the refund is complete.
UGG Warranty Information
UGG products come with a limited warranty against material and workmanship defects. This is separate from the return policy. The warranty typically lasts for one year from the date of purchase.
The warranty does not cover damage from normal wear and tear, accidents, or improper care. If you believe your item is defective, you’ll need to provide proof of purchase and contact customer service for a warranty claim assessment.
Frequently Asked Questions (FAQ)
What is UGG’s return policy?
UGG accepts returns within 30 days of purchase. Full-price items get a refund to the original payment method, while sale items get an exchange or store credit. All items must be unworn with original tags and packaging.
Can I return UGGs if I wore them once?
No. The UGG return policy strictly requires items to be in new, unworn condition. Even light wear on the soles or a removed tag will likely result in your return being denied.
How long does it take to get a refund from UGG?
After UGG receives your return, inspection takes 5-10 business days. Once approved, refunds to a card take 3-10 more business days. PayPal and store credit refunds are usually faster.
Does UGG offer free returns?
Yes, UGG provides a prepaid return shipping label for online returns started through their official portal. If you choose your own shipping method, you will have to pay for it yourself.
Can I return UGGs without the box?
The original shoebox is required. Returns without the box, or with a damaged box, may be rejected or subject to a additional fee that is deducted from your refund amount.
What if my UGGs are defective?
Contact UGG Customer Service immediately, even outside the 30-day window. Provide photos of the defect and your proof of purchase. They will advise you on a warranty claim for repair or replacement.
Can I return online orders to a store?
Yes, you can return items purchased on UGG.com to any UGG brand retail store for a faster refund. Just bring the item, original packaging, and your order confirmation.
What is UGG’s exchange policy?
For a different size or color, you can exchange in-store with your receipt. For online orders, it’s often quicker to return for a refund and place a new order. Sale items can only be exchanged for other sale items.
Understanding the UGGs return policy ensures you can shop their classic comfort styles without worry. By following the guidelines on time, condition, and packaging, you’ll have a seamless experience. Always double-check your items before sending them back and keep your documentation handy. This way, you can focus on finding the perfect, cozy pair that you’ll love for seasons to come.