Help Centre

Frequently Asked Questions

Sizing

What size do I need?

It's easy to find your perfect fit with UGG Since 1974, by using either our Size Chart, or our At Home Size Guides, found here.

It is important that your boots are initially very firm as sheepskin does stretch. With consistent wear, the wool moulds beautifully to your feet and will stretch approximately half a size.

In a word – yes. All genuine sheepskin stretches, so if your Uggs are constructed from sheepskin (which all authentic Uggs should be), you can expect your boots to stretch over time. This is precisely why you should ensure your Uggs are snug and cosy when you first try them on, as they will stretch about half a size over time.

When choosing your size at UGG Since 1974, you should choose your ordinary shoe size, and certainly avoid “sizing up a size” like many synthetic sheepskin boot manufacturers recommend. If you buy a larger size than normal, and factor in that the boot will stretch, you’ll be left with Uggs which are no longer a warm, cosy fit for you.

Can I wear socks with my Ugg boots?

While you can choose to wear your boots with socks, Ugg boots were originally designed to be worn without socks. The natural fibers contained within the sheepskin, allow your feet to breathe and in actual fact, a key indicator of wearing genuine Uggs, is that they do not smell with consistent wear. This is due to the natural fibers found within the skin itself.

However, as wearing socks is a personal preference, we recommend only wearing socks made of natural fibres such as wool or cotton, to ensure any synthetic materials do not damage the natural fibres within the wool.If you'd like to read more about wearing socks with Uggs , visit our blog post here.

Product Range

Can I order something not shown online?

Colour: All of our products are available in any of our sheepskin colours, but it won't necessarily always be listed online. If you'd like to order a product in a colour not shown, simply choose another colour from the listing, and then leave a note at the checkout about the colour you would like them in. For example, if you are looking at a Designer Slipper and would like them in Cloud, please choose another colour designer slipper, and then leave a note at checkout such as "PLEASE MAKE IN COLOUR CLOUD".

You can find our full range of colours online here.
Our customer service team will always contact you if we are unable to make your requested colour, or if we will not be able to offer an exchange on a certain colour you have ordered.

Style: If you’ve visited one of our retail stores before, you’ll know that there are literally hundreds of ways you can customise your Uggs to make them your very own. We don’t have every style and variation listed online, but if you’re after something you’ve seen or ordered before, be sure to send us an email at hello@uggsince1974.com.au and we can help you design your Uggs, and then create a special listing for you to allow you to purchase them online.

How accurate are the colours displayed on this website?

Every attempt is made to provide a true colour representation in our website's images. However, colour may vary slightly from those displayed on our website due to the natural characteristics of the sheepskin. Please note, colour representation is also dependent upon individual settings on your computer or mobile device.

What are replaceable innersoles?

Over time, sheepskin naturally compresses with consistent pressure. To ensure your Ugg boots will last for years to come, we intentionally handcraft our Ugg boots with replaceable innersoles. This unique feature allows our valued customers to replenish the luxurious comfort of our boots when desired without having to purchase another pair. Replacing innersoles increases to longevity of the boots and optimises both comfort and warmth of the boots. You can find our replaceable innersoles here.

How do I look after my Uggs?

After years of experience, we have some very helpful tips and blogs below on how and why to care about looking after your Uggs.

Why Care about Care?

How to clean your Ugg Boots.

Do Uggs get smelly?

Which Material do you use?

At UGG Since 1974, we’re not just about quality Australian made Ugg boots. We are also committed to the sustainable use of Australian sheepskin, and we’re serious about the prevention of cruelty to animals and their welfare. We are one of the only companies in the world who manufacture Ugg boots from ethically sourced Australian and New Zealand sheepskins – and this is a commitment that forms an important part of the core beliefs of our brand.

You can read more about this in our blog online here.

Orders

Why can’t I receive products with the UGG Since 1974 label if I live outside Australia or New Zealand?

If you’ve made it this far, you'll already know that UGG Since 1974 is the home of the original, Australian made sheepskin ugg boot, and that we’ve been making ugg boots here in Australia for 50 years now. Our brand UGG Since 1974 does not have any connection, affiliation or relationship with the brand known as UGG®.

In Australia, our brand is protected by our UGG Since 1974 trademark. This means that if you live in Australia or New Zealand, we can sell and ship our UGG Since 1974 products freely.

However, in recent times, our UGG Since 1974 label has been asserted to conflict with the American UGG trademark, owned by Deckers Outdoor Corporation. As a result, and in order to avoid legal issues surrounding the UGG trademark abroad, we label our products leaving Australia or New Zealand with our Since 74 logo.

You can read more about the Australian Ugg story here.

So, whilst you’ll be receiving the exact same product, made in the exact same workshop, with the exact same sheepskin and by the exact same craftspeople – if you live outside Australia or New Zealand, your product will be labelled Since 74.

What is your Returns Policy?

If for whatever reason, your order is not quite right, we are pleased to offer you a store credit, provided the conditions in our Returns Policy are met. You can find our full Returns Policy here.

What currency are your prices listed in?

Our prices are listed in Australian Dollars and where applicable, inclusive of Australian goods and services tax (GST). You may also select to view the prices in US dollars, Euro, British Pound Sterling or Japanese Yen and some other popular currencies. Exchange rates are based on information from xe.com. Please note, all final transactions at checkout will still be processed in Australian Dollars. Actual exchange rate and fees may vary depending on your financial institution.

If I am buying as a gift, can I add a personal message to my order?

Yes, you can. Each order comes with its very own name tag, which we are able to include a short note on. If you would like to add a short personal message, please add your message in the notes at the checkout.

Can I change or cancel my order?

If you change your mind or have made an error in your order, you must contact us immediately. We will make every attempt to assist you, but if your order has already been received by our factory, we cannot alter or cancel your order. All purchases of sale items and custom made items are final and will not be refunded or exchanged.

Will I have to pay a customs tax to import my goods?

All international orders are subject to taxes and duties as determined by the country of import. Customs policies differ depending on the relevant countries' laws and regulations surrounding tax and other economic influences. Unfortunately, we cannot predict whether you will incur any custom clearance fees as these fees vary between countries. If you are unsure what rules, taxes and import duties apply to online orders from outside of your own country, we recommend making enquiries with your local customs office.

Please note that any taxes and duties associated with your shipment are the sole responsibility of the recipient. UGG Since 1974 is not responsible for any import fees associated with your order. You can read more about shipping and import duties here.

Can I return or exchange products that I purchased online to an UGG Since 1974 retail outlet?

You can most certainly return or exchange your items one of our retail outlets provided you are able to meet the conditions of our Returns Policy. Please present your original receipt and one of our staff members will be able to offer you a credit note or exchange. You can read our Returns Policy in full here.

How do you protect my security & privacy?

Both your security and your privacy are very important to us. You can order from our online store with the full confidence. Our shopping cart is fully secured with state of the art 128-bit encryption.

We also recognize your privacy is extremely important. Please note, we are required to provide your name and mailing details to our delivery partners for the purpose of delivering your purchases. However, we guarantee that we will not sell, rent or otherwise provide any of your personal information to any other person or business whatsoever.

Manufacturing Times

Our manufacturing times differ during the year, but you can always find our current manufacturing times online here.

Please note these times may be subject to change, but we will always notify you via email during the progress of your order if there are any delays. Our team cannot thank you enough for your patience, and for choosing us to hand make your orders, especially for you.

Shipping Information

Your orders are very important to us, especially if we are posting them to you.

All orders are handcrafted and dispatched from our Gold Coast factory in Queensland, Australia and can be shipped worldwide. For information on our shipping & shipping terms, click here.

Authenticity

What is a genuine "Ugg" boot?

Ugg boots are an Australian icon, and in Australia, the word "ugg" has been widely used to describe sheepskin boots for more than 50 years.

Genuine Ugg boots are made in Australia, using double face sheepskin with fleece on the inside, a tanned exterior and a rigid, non-slip sole. The majority of the world's Ugg boots are now manufactured in China or other parts of Asia, so it is always important to check where your Ugg boots are made before you buy. Read more about genuine Ugg boots in our Blog Post.

Does UGG Since 1974 make genuine Ugg boots?

Yes! In fact, we are one of the oldest manufacturers of Ugg boots in the world, having been proudly manufacturing Ugg boots in Australia since 1974.

All of our slippers and boots are made from A-Grade double face Australian merino sheepskin and are the highest quality 100% Australian made Ugg boots available. There are many different Ugg brands in Australia, but finding high quality Ugg boots can be tricky business. It is important to recognise the different qualities in sheepskin, workmanship, country of origin, and to always ensure that the Ugg boots you purchase are 100% made in Australia (and you can check the sew-in label to be sure).

You can learn more about how to determine which Ugg boots are genuine here.

Are you associated with UGG®?

No. UGG® (sometimes previously known as UGG Australia) is owned by an American company, Deckers Outdoor Corporation, and their boots are mass produced in several Asian countries including China and Vietnam. Interestingly, Ugg has no real connection to Australia. This company trademarked the term “ugg” in 130+ countries around the world despite the fact that "ugg" has been used as a generic term for sheepskin boots in Australia for years prior. Australian companies fought and reverted the trademark for use of the word "ugg" in Australia. However due to the the expense of litigation and different rules about trademarking, Deckers Outdoor Corporation currenty retains the trademark in other countries. You can learn more about the differences between UGG Since 1974™ and Deckers UGG® in our blog post here.

Are you the only Ugg manufacturer in Australia?

No. We are not the only Ugg manufacturer in Australia, but there are only a handful of other manufacturers left in Australia, and an even smaller number who make their Ugg boots from start to finish in Australia. We are the only registered manufacturer in Queensland.

It is important to be discerning when purchasing Ugg boots in Australia, as most Australian companies are now having their uppers sewn in China, and then imported to Australia where the labels and soles are added, but still operate under the "Australian Made" banner. Always check the sew in label to ensure your Ugg boots are 100% made in Australia. You can learn more about how to find genuine Australian made Ugg boots here.

Quality & Craftsmanship

Can I wear my Ugg boots outside?

Yes! Ugg boots are designed to be worn both indoors and in the elements. However, it is important that your Uggs are protected as any water or oil that comes into contact with the suede will damage it. We highly recommend that you use a suede protector spray on your boots before use, which will allow the boots to repel water and keep them clean. You can re-use your protector spray every six months in order to maintain a protective coating on your boots.

As the boots are made from genuine sheepskin and suede leather, they can never be made entirely waterproof due to the natural characteristics of the wool. Therefore, our products should never be machine washed, submerged in water or worn in exceptionally wet conditions. Should your Uggs get excessively wet, pull out the innersoles and hang the Uggs upside down to allow them to dry naturally and brush with a suede sponge.

Does the darker sheepskin transfer their colour?

Black Ugg boots do inevitably transfer colour due to the vivid shade of black sheepskin we use to handcraft our boots. However, we use a natural coloured innersole within the boot to inhibit colour transfer to the sole of the foot.

The boots should only transfer colour for the first few weeks of consistent wear before this issue ceases to exist. During this period, please be mindful of wearing lighter clothing that will be in contact with the skin as the colour will potentially transfer.

Black Ugg boots are the only colour in our range where you are likely to experience dye transfer. If you are concerned about this, we strongly recommend choosing an alternate colour other than black.

Do you offer a warranty?

Yes. We proudly stand behind the quality and workmanship of our Ugg boots and we happily offer a 12 month manufacturer's warranty on each and every pair of Ugg boots we sell. Please contact us with your receipt if you have had any difficulties with the quality or longevity (excluding general wear and tear) of your Ugg boots within this period, and we will be pleased to assist you.

I have damaged my boots, do you offer repairs?

Yes, in some cases we can help you to repair your boots. As we handcraft each and every pair of Ugg boots we sell from start to finish, we are able to offer repairs for most issues which can occur with Ugg boots after years of wear. Please contact us with details of the damage as well as clear photos and we will be more than happy to provide a quote for the repair. Please note that we are only able to assist to repair our own products.

Do you offer factory tours?

Yes, we open our workshop doors on the Gold Coast, Australia to the general public and offer factory tours. You can read more about our factory tours here.

Shipping

How much is shipping?

Shipping fees are determined by the items you have purchased and your location, and will be calculated at the checkout. Please note that shipping promotions cannot be used in conjunction with any other discount or promotion.

Can I track my order?

Yes. All deliveries can be tracked online via the relevant postal carrier's website. Tracking information will be emailed to you once your goods have been despatched from Head Office.

Please note that international postage orders may be untrackable beyond Australian borders dependant on both the receiving postal company and the packages destined country. However, if an issue occurs, please contact the postal company your package was originally sent with, and provide them with your tracking number. You can read more about our shipping information here.

What happens if my order is delayed?

Please note that customs can legally hold your package without notification, and once despatched, UGG Since 1974 is not responsible for any delays in the delivery of your order. However, we will always do our best to ensure your parcel arrives as soon as possible. You can read more about our shipping information here.

What happens if my order is lost in transit?

If you do not receive your order within the estimated time frame, please contact the relevant postal service with your tracking number. If the carrier is unable to locate your order, please contact us and we will lodge a claim on your behalf.

Where is my order shipped from?

All orders are handcrafted and dispatched at our Gold Coast factory in Queensland, Australia.

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