Help Centre

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, 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.

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).

No. UGG® (sometimes also 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 Australia 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 since the 1960’s. 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 legal battle surrounding UGG boots on our blog by clicking here.

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.

Our size chart is located here. Please note that sizing is generic, and does differ depending on the relevant style of UGG and shape of the foot.  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. 

For further sizing advise please contact us with your appropriate foot measurements, including your usual sizing and the length of your feet from the back of your heel to the tip of your toe.

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. 

While you can chose 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.

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.This process should be repeated every six months.  

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. 

Over time, sheepskin naturally compresses with consistent pressure. Moreover, we intentionally handcrafted 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. 

Black UGG boots do inevitably transfer colour due to the vivid shade of black sheepskin we use to handcrafted 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. 

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.

Yes. 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.

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.

At UGG Australian Made Since 1974, we strive to ensure that all of our customers love their UGGs as much as we do. However, in the unlikely event that you are unsatisfied with your purchase, we are pleased to offer you an exchange or credit note provided that the following conditions are met;

•          Online items are to be returned within 30 days of the original purchase or within 21 days for in-store purchases.
  
•         The original sales receipt is presented.
  
•          Items are in original condition i.e. no indication of being worn, tags attached, and in original packaging.
  

If these conditions are not met, unfortunately, we will not be able to exchange the items nor provide a credit note or refund unless the items are returned due to faulty workmanship. However, provided that the conditions are met upon examination of the goods, we will gladly offer you a credit note or exchange so that you can choose something you do love!

Returning a web order?

If you have made a purchase with us online and wish to return an item or items, please notify our Customer Service representative at info@uggaustralianmade.com.au or contact us on (07) 5520 4066 within 30 days of your original purchase. Please then return the goods to Head Office at the following address;

                23 Christine Avenue, Miami QLD 4220 Australia.

You may ship the item back to us using the carrier of your choice, but we do recommend selecting a traceable option in case of any difficulties in transit. Upon arrival at Head Office, your items will be examined by our quality control team to ensure they meet our strict exchange standards and we will contact you in relation to your return. If any items are not in original condition, we are unfortunately unable to accept them for an exchange or credit note. Please note that we are not responsible for return postage costs and these charges will need to be paid upon return of your items.

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.

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.

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. 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.

Yes you can! Simply email us or add notes at the checkout detailing your special message. 

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.

All international orders are subject to taxes and duties as determined by the country of import. Custom's policies differ dependent 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 Australian Made Since 1974 is not responsible for any import fees associated with your order. 

You can most certainly return or exchange your items one of our retail outlets provided that the items are in original condition i.e. tags attached, unworn and in original packaging. Please present your original receipt and one of our staff members will be able to offer you a credit note or exchange. 

Yes! On special occasions, you may receive notice of a promotional code which can be applied to your order. Give yourself the best chance of hearing about them by signing up to our newsletter list at the footer of our home page here.

Please make sure you enter your code at the Check Out, because unfortunately, they cannot be applied to your order retrospectively. Promotional codes cannot be used in conjunction with any other offers. 

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. 

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 customs can legally hold your package without notification, and once despatched, UGG Australian Made 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. 

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. 

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