Frequently Asked Questions

About Our Products

Australian Made & Materials

UGGSAE is an Australian-owned and operated business. We offer a range of Australian-made UGG footwear.

We also stock selected styles manufactured overseas using genuine Australian sheepskin. The country of manufacture may vary depending on the style.

We are 100% Australian owned and operated. All orders are packed and dispatched from our warehouse in Sydney, New South Wales.

In Australia, “UGG” is widely used as a generic term for sheepskin boots and is considered part of Australian culture. Numerous trade marks containing the word “UGG” are registered within Australia.

Outside Australia, “UGG” and “UGG Australia” are registered trademarks owned by Deckers Outdoor Corporation. UGGSAE is not affiliated with Deckers Outdoor Corporation.

Sizing & Fit

How Do I Choose the Right Size?

We recommend selecting your usual Australian size. If you are between sizes, we suggest choosing the larger size for a more comfortable fit.

If you are unsure, please refer to our Size Guide for detailed measurements.

Yes, most styles run true to Australian sizing.

Please note that genuine sheepskin boots may feel snug when first worn. This is normal. The wool lining will gradually compress and mould to the shape of your foot with regular wear.

If you require a different size, exchanges are available in accordance with our Returns & Refund Policy

Items must be unworn, in original packaging and in resellable condition.

Payments & Security

What Payment Methods Do You Accept?

We accept:
• Visa
• Mastercard
• PayPal
• Other secure payment methods displayed at checkout

Yes. Our website is secured with SSL encryption to ensure your personal and payment information is protected.

Order Dispatch

All orders are picked, packed and dispatched from our warehouse in Sydney, New South Wales.

Orders are typically dispatched within 1–2 business days (24–48 hours) once payment has cleared.
Our warehouse operates Monday to Friday, excluding public holidays.

During peak trading periods, promotional events or holiday seasons, dispatch times may be extended.

We use trusted Australian carriers including Australia Post, CouriersPlease and Aramex (formerly Fastway). Carrier selection may vary depending on your location and service availability.

Shipping & Delivery

We deliver Australia-wide and internationally. All orders are dispatched from our Australian warehouse.

We currently provide free standard shipping on Australian orders over $100. A flat rate of $10 applies to orders under $100. Express shipping is available for $15. These shipping rates and promotions may be changed, paused or withdrawn at any time without prior notice.

Estimated delivery timeframes after dispatch:
• Metropolitan areas: 1–3 business days
• Regional areas: 3–5 business days

Delivery timeframes are estimates only and may vary due to carrier operations, weather conditions or other external factors.

International orders are dispatched within 24–48 hours once payment has cleared.
Estimated delivery time is 5–8 business days after dispatch. Delivery may take longer if delayed by customs processing, inspections or local authorities.

International Delivery Rates:
• Standard International Delivery: Flat rate $15
• Express International Delivery: Flat rate $20

Delivery rates are subject to change without prior notice.

Orders shipped outside Australia may be subject to import taxes, customs duties and related charges imposed by the destination country.
These charges are the responsibility of the recipient. UGGSAE is not liable for customs delays, additional fees or regulatory actions imposed by local authorities.

If a parcel is returned due to non-collection, refusal of delivery, or being held at a postal facility beyond the permitted timeframe, the customer will be responsible for any return postage charges and reshipment costs.

Tracking & Order Support

After placing your order, you will receive a confirmation email containing your order number.

If you cannot locate this email, please check your junk or spam folder. If it remains missing, please contact us for assistance.

If incorrect details were entered at checkout, please contact us immediately.

We will endeavour to amend or cancel your order prior to dispatch; however, once an order has been processed or shipped, changes or cancellations cannot be guaranteed.

Once your order has been dispatched, tracking details will be sent via email.

Please note that tracking visibility for some international shipments may be limited once the parcel leaves Australia, depending on the destination country’s postal system.

If your parcel has not arrived within the estimated timeframe, please contact the delivery provider directly using your tracking number.

If the matter remains unresolved, please contact us and we will assist by lodging an enquiry with the carrier.

To the extent permitted by law, UGGSAE is not liable for delays or loss caused by third-party carriers.

Returns & Exchanges

For full details regarding returns, exchanges and refund conditions, please refer to our Returns & Refund Policy page.

All online returns and exchanges must be processed through our online returns portal. Retail stores are unable to process returns for online orders.

If you receive an item that is faulty, damaged or incorrect, please contact us within 48 hours of delivery and provide clear photographs of the issue.

We will assess the matter and arrange a replacement, exchange or refund where appropriate in accordance with Australian Consumer Law.

For international orders, refunds apply to the item value only. Original delivery charges are non-refundable.

Return postage costs are the responsibility of the customer.

Care & Maintenance

UGG boots are suitable for both indoor and outdoor wear.

We recommend applying a water and stain repellent spray prior to first use and reapplying periodically. UGG boots are water-resistant but not waterproof.

Due to the natural materials used, most styles are water-resistant rather than fully waterproof. Prolonged exposure to moisture may damage the sheepskin and suede.

Allow boots to air dry naturally, away from direct heat sources.

Once dry, gently brush with a soft care brush to restore the suede finish.

Do not soak or machine wash, as this may damage the materials.