CUSTOMER SERVICE

Need more help? Our Customer Service section is the fastest place to get help.You can also find our main FAQ topics here.

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FAQ's
Clean & Care
Can I put my UGG® products in the washing machine?
No, our products are too delicate to be machine washed.
- Most of our products are made from sheepskin or leather, which can be ruined by water.
- Never machine wash or dry clean your sheepskin or leather products.
How to use: UGG® Sheepskin Protector
UGG SHEEPSKIN PROTECTOR
 
1. Protect your boots and help prevent staining by treating them with the UGG Sheepskin Protector before wearing them for the first time. For best results, boots should be clean and dry before applying.
2. Apply outdoors or in a well-ventilated area. Shake bottle, hold about six inches away from boot, and spray sheepskin evenly until boot is wet, but not soaked.
3. Let boots dry naturally for at least 24 hours in a cool, ventilated space. Avoid direct sunlight or heat.
4. When boots are dry, take the suede brush and lightly brush the nap in one direction to ensure your Classic boots look their best.
How to use: UGG® Sheepskin Cleaner & Conditioner

UGG SHEEPSKIN CLEANER & CONDITIONER

Let boots dry naturally for at least 24 hours in a cool, ventilated space. Avoid direct sunlight or heat.6. When boots are dry, take the suede brush and lightly brush the nap in one direction to ensure your Classic boots look their best. Never put your boots in the washing machine or take them to the dry cleaner.
How can I clean and protect my leather or nubuck products?
We recommend using a trusted, third-party leather cleaner to clean your leather products.
- Nubuck is a softer variety of leather. Use a cleaner specifically designed for nubuck leather.
- Purchase cleaner at most department stores or specialty shoe stores.
- Follow any included instructions for proper use.
- To protect leather and restore its natural moisture, we recommend using the UGG Leather Balm.
What is the best method to clean and protect my UGG® sheepskin?
Please follow the link below for further information;
 
https://www.ugg.com/uk/search/?cgid=ugg-care-cleaning
Account & Order Assistance
What if the style, colour or size I want is not available online?

If you've seen the style you want on our UGG® website but it's not available in your chosen colour and size, please click on the 'notify me' button on the product page to be informed of when this item is back in stock. 

If the style you want is not on the UGG® website in any colours or sizes, it may have been removed if it is no longer available for purchase. If you would like some help finding a similar style as an alternative, please contact our customer service team.

Why does the shoe box show a different size to the one I ordered?

Labels inside our women's UGG® products and on their boxes indicate women’s UK sizes are 0.5 sizes larger. This is due to the conversion used by our US headquarters. On our website you should simply order your usual UK size; this will appear 0.5 sizes larger on the product and box labels when your order arrives. For example, if you are a UK size 6, please order a size 6 on the website but be aware the product and box labels will state 6.5.

I received an incorrect or damaged item

If there are any issues with your order when it's delivered, please contact our customer service team (details are at the bottom of this page). We will make sure you receive either the correct item or a replacement as soon as possible.

 
The item I have ordered is out of stock, what happens now?

We only process payment at the point your UGG® order leaves our warehouse; in the unlikely event that we are unable to fulfil all or part of your order, we will notify you by email and only process payment for any items we can ship. Some payment providers may show a payment pending on account statements, this does not indicate payment has been taken and will be removed if we are unable to fulfil your order. Please note this may take 5-10 working days to be reflected on your statement.

Are my payment details safe?

We protect your information using industry standard Secure Sockets Layer (SSL) technology, which encrypts the information you enter on our website. We reveal only the last four digits of your card number during order confirmation. Of course, we send the entire credit card number to your credit card company during order processing. It is important for you to protect against unauthorised access to your account, to your password and to your mobile device or computer. Make sure you log out of your account when you finish, and take care when choosing to save passwords in your browser, especially when using a shared computer.

Warranty

The sheepskin is discolouring/discoloured. Is this covered under warranty?
No, discoloration is not covered under our warranty. The UGG® warranty applies to footwear less than one year old from date of purchase and applies to defective materials and workmanship.
 
Not covered by warranty
- Item(s) over 1 year old from date of purchase
- Normal wear and tear
- Accidental damage
- Water damage
 
Water exposure is not covered
- Sheepskin is a delicate material and is not intended to get wet.
- Products showing evidence of exposure to water are not covered under warranty.
UGG® Limited Warranty
UGG® LIMITED WARRANTY
 
We offer a one-year warranty from the date of purchase for material/ craftsmanship defects, subject to proof of purchase. All warranty claims which are past one-year from the purchase date will be considered on a case-by-case basis. Please note that we do not offer a repair service.
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Items not covered under our warranty:
 
· Products over 1-year-old from date of purchase
· General wear and tear
· Excessive wear or misuse/abuse
· Water damage on non-water proof products
· Alteration
​
If an item is declared as defective following a warranty evaluation, we will gladly exchange the product, or issue a refund or site credit, should the item be unavailable.
​
For more information on our one-year warranty, please contact our customer service team.
My product was purchased over a year ago. Can I return it for a warranty claim?

We offer a one year warranty for all items purchased from our concept stores and our website. Returns made after this time do not fall within the warranty guidelines. You can still contact Customer Services if you wish to discuss a claim further and this will be assessed on a case by case basis. 

What if my footwear is damaged by accident?
Unfortunately, our one-year limited warranty does not cover accidental damage. The warranty covers manufacturing and material defects for up to one year from the date of purchase. Normal wear and tear, water damage, and damage the occurs due to mistreatment of product are not covered under the warranty.
 
Accidental damage includes, but is not limited to, damage caused by pets, direct heat, food, arts and crafts supplies, inclement weather, natural phenomena, playground equipment, etc.
Do you offer a Click and Collect service?

We do not currently offer a repair service, however we realize that occasionally you may need some additional parts: laces break, dogs eat buttons, etc. To assist our customers we do hold stock of some of our most requested parts.

We do not stock all parts, but will try our hardest to fulfil your request.

If you require a replacement part, please contact customer service using the options at the bottom of this page so they can look into availability for you.

About Sheepskin

About Sheepskin

UGG uses only the highest-grade sheepskin available. Twin-face sheepskin is used in many of our core products. A piece of twin-face sheepskin has been treated on both the fleece side, and the skin side, providing the soft comfort UGG is famous for. Grade-A sheepskin is extremely dense and soft, which provides a more comfortable and durable material. Lesser quality material and synthetics can be coarse, scratchy and non-breathable. Grade-A sheepskin breathes naturally, wicking away moisture, and allowing air to circulate freely. Fleece breathes, wicks away moisture and allows air to circulate keeping feet dry. Sheepskin is naturally thermostatic thus keeping bare feet close to your natural body temperature regardless of the temperature outside.

Comfort & Fit
UGG® footwear should be snug - but not uncomfortable.
 
UGG® footwear is designed to be worn barefoot to maximize the cushioning and warmth of the sheepskin.
 
Our fleece foot bed will mold to the natural contours of your foot, creating a personalized arch support.
 
The natural properties of wool will wick moisture away to ensure dry and cozy feet. Wool fleece helps maintain body temperature, making UGG® footwear appropriate for all climates. In fact, the wool will keep your feet warm down to -30 F and cool up to 80 F