Customers` FAQ

1. What size should I order if I am in between sizes?
If you are in between sizes it is recommended by the manufacturer that you size down to the next whole size. (For example: If you wear a size 8,you should order a size 8.) They may be snug at first, but the footwear will stretch a little as the fleece footbeds form to each individual foot.Check Size Chart Now!

2. What is the difference between the Ultra and the Classic?
The Ultra has a lug sole and a reinforced toe area that will stand up to more rugged activities, whereas the Classic is better suited to lighter day-to-day activities. Also, the Ultra boots have removable, replaceable footbeds that provide greater arch support. Finally, the Ultra Tall has a strip of embroidery running up the back.

3. How much taller is the Ultra/Classic Tall than the Ultra/Classic Short?
The height of the Classic/Ultra Short varies from lower to mid calf, depending on the individual's legs;The Classic/Ultra Tall will vary from mid-calf to just below the knee, again depending on the individual's legs.

4. Can I wear my boots in the rain or snow?
Sheepskin is naturally water resistant, and therefore small amounts of moisture will not seep through or damage it. For more complete protection, we recommend treating products with a Stain and Water Repellent. Boots/shoes with full grain leather uppers are waterproof, but it is still recommended that they be treated.

5. Are UGG boots meant strictly for use during the winter?
No. In warmer weather (up to 80) the soft fibers act as a natural air conditioner, keeping your feet cool and comfortable.

6. To what temperature will UGG footwear keep my feet warm?
Wool fleece helps maintain body temperature, making UGG footwear appropriate for all climates. The wool will keep your feet warm down to -30.

7. Are UGG boots breathable?
Yes. The fleece foot bed wicks away moisture and allows air to circulate, keeping your feet dry.

8. How do I know if I have the right size?
UGG Footwear should be snug, but not uncomfortable. They will give a little as they mold to your foot, resulting in a comfortable fit.

9. Do I need to weatherproof my Ugg boots?
Since UGG footwear is made of sheepskin and leather, they are naturally resistant to small amounts of water. We do recommend waterproofing them if you intend on wearing them in heavy snowfall or rain.

10. Which styles have replaceable footbeds?
The following styles have replaceable footbeds: Ultra Tall, Ultra Short, Sundance Short, Sundance II, Birch Boot, and Solvang Boot.

11. Does the manufacturer have a warranty?
UGG footwear has a one year warranty against defective materials and workmanship (outside of normal wear and tear). Because sheepskin is a natural product, irregularities and variations in color and texture may exist. These traits are characteristic of fine sheepskin and add to the beauty and character of the footwear.

12. My boots are making my feet turn black. Is this a defect?
No. Slight dye transfer may occur with darker-colored sheepskin during first few wears.

13. Is it true that you should wear them barefoot?
YES! UGG footwear is designed to be worn barefooted to maximize the cushioning effect and the warmth of sheepskin.

14. Do you have a secure server? Am I safe submitting my credit card information to you over the Internet?
Yes, you are safe submitting your credit card information over the Internet. Our websites are hosted by Pair Networks. Their servers are extensively tested against security exploits. All unnecessary services are disabled, all security patches are up-to-date, and servers are audited regularly for attempted break-ins. Their systems administrators actively maintain awareness of new security developments. Their custom network monitoring systems ensure that attacks are identified and responded to promptly.

15. Can I contact you by phone ?
Yes we are reachable by phone,see contact us page. If you call and reach voicemail, all lines are in use. Please leave a message and we will call you back as soon as possible. It would be helpful to know the reason you are calling. If you are calling about the status of your order, please leave your name, order number if you have it, and phone number. If you are calling to check the availability of a shoe, please let us know which shoe(s) you are interested in.

16. Do you have a catalog?
No. Our website is our catalog. Generally you can request a catalog from the footwear company you are interested in.

17. Is there a store in my area?
We are a retailer of the products we sell; therefore we do not have information about other retail store locations. You must contact the company directly to obtain this information.

18. Do you charge for shipping and sales tax?
No. There is never sales tax and all are shipped to you free of charge.

19. Do you ship internationally?
No. At this time we are not able to ship internationally, though we are currently researching this possibility,but mainly to USA,UK,Canada,Australia Marketing. Please check back in the future for this option.

20.What about delivery time?
For packages shipping,all orders may take a bout 1week delivery time to your door and also trackable online any time.

21.How do I track my order?
Most orders can be tracked by going to USPS.com.Once you make orders here,you will get an email noticing Order confirmation with tracking number together.And tracking numbers could be trackable online in 36hours later.Please contact us via email if you need further tracking assistance.

22. Where do I return my shoes?
Please ask an request feedback now on our website,we will reply soonest into your email including return information.

23. How long will it take to process my return?
We process all returns in the order they are received, and we do process them as quickly as possible. On all returns and exchanges, processing may take up to 15days.

24. What if I have worn my shoes? Can I still return them?
No. We cannot take back worn shoes, as we will not be able to resell them. If worn shoes are sent back to us they will be shipped back to you at your expense. All shoes asking for return should be in new condition,including package.

26. I do not have a PayPal account?
You do not need one; you can pay by debit/credit card. Details on how to do this are displayed in the information panel to the right.

27. My order still says processing after a few days
This is normal, once we receive a delivery date your account will be updated with this information so you know when your order will be delivered.

28. What if i am not available on my delivery date?
If you are not available to sign for your order then it will be returned to your local sorting office for an automatic delivery, or an arrangement made by yourself. A delivery card should have been left.

29. Do I have to sign for delivery?
Yes, all orders require a signature.

30. How long is delivery?
Delivery usually takes about a week to ten days but customers usually receive their order in about a week.If your order exceeds this time then please contact us and we will chase things up for you.

31. Where are your UGG Boots made?
All our UGG boots are made in China; this is where all genuine UGG boots are now made.

32. What if my items are faulty?
Please contact us within 3 days of delivery to let us know, we will endeavour to sort this out for you.

33. I want to make an order but i am outside the UK, is there a chance I may receive customs charges?
Yes, there is always this chance when you are ordering from outside the UK, please check with your postal service before placing an order as it is the buyers responsibility for any charges.

34. Are all your items in stock?
Yes, but occasionally the stock levels might reduce due to demand. If for any reason an Item is still displayed and you pay then we will contact you as quickly as possible and refund you