Got Questions? We've Got Answers.
Everything customers usually want to know before they order: sizing, shipping, payment, returns, and how to reach us if you get stuck.
Who we are
Are you a real ugg brand, or just a reseller?
We're Original Australian Ugg. We sell genuine ugg boots, slippers and accessories, shipped out of Australia. Everything on our shelves is authentic stock of registered trademarks and brands. No fakes, no knockoffs, ever. If you want the paper trail, our Trademarks and Our Company pages spell it out.
Is this an actual registered company, or just a website?
A real one. We trade as ORIGINAL AUSTRALIAN UGG PTY LTD (ACN 684 164 092, ABN 51 684 164 092), registered in Australia. You'll find our full details on the Our Company page.
What do you actually sell?
Boots, mostly, but not only. Here's the range:
- Classic ugg boots
- Alpine ugg boots
- Zipper ugg boots
- Slippers and scuffs
- Ugg shoes
- Lighter, warm-weather footwear
- Extras like gloves, headwear and gift cards
Getting the size right
How do I know what size to order?
Don't measure your foot. Measure the insole of a shoe you already wear and love, in centimetres. That number is far more reliable than a foot measurement. Match it against our chart to land on the right EU, UK or US size. Full walkthrough on the sizing page.
Can't I just order my normal Aussie size?
We'd rather you didn't. "AU size" isn't consistent from brand to brand. Some line it up with US sizing, others with UK. Insole length in centimetres, checked against our conversion chart, is the one method that holds up no matter what you're used to.
Ordering & paying
What can I pay with?
Amex, Apple Pay, Google Pay, JCB, Mastercard, PayPal, Union Pay and Visa are all fine. More on our payment options page.
Can I split the payment into instalments?
Yes, through ZipPay: four equal instalments, one every two weeks. Pay on schedule and you're only ever charged the sticker price; fall behind and Zip's own late fees kick in, not ours. Right now this is only offered for orders placed within Australia. More detail on the Buy Now, Pay Later page.
How do I know my order actually went through?
You'll get an order confirmation straight after checkout. If it doesn't show up, check the order confirmation page for what to do next.
Shipping & delivery
What does shipping cost?
AU$20 per order within Australia, and AU$60 for orders heading overseas, according to our shipping policy.
For Worldwide FREE Shipping, you can also shop through our other website:
https://originalaustralianuggs.com
https://originalaustralianuggs.com
Running a promo? Banner might say something different for a limited time. Whatever shows at checkout is what you'll actually be charged, so that's the number to trust.
How long before my order ships out?
Usually 1 to 7 business days from the order date (or from when any card verification we need is sorted). It can run a bit longer around Christmas, Easter, Mother's Day and Father's Day, since we're moving more parcels than usual then. Details on our processing & delivery page. If your timing's tight, drop us a message and we'll confirm current turnaround for you.
Once it ships, how long until it arrives?
- Within Australia: 1–5 business days
- Everywhere else: 5–7 business days
How do I track where my order is?
Once it's shipped, tracking is available. Steps are on our tracking page.
Returns & exchanges
Can I send back an item that's the wrong size?
We'll exchange it, not refund it. Here's how that works, straight from our refund policy:
- Exchange for the correct size within 15 days of delivery
- Same style, same price. That's the only swap we do
- Return postage is on you
- Shoe care products are excluded from returns and exchanges
Can I just get a refund instead?
No. Refunds aren't something we offer. It's a size exchange, same style and price, or nothing. If you're on the fence about sizing, that's exactly what live chat is for before you buy.
Where can I read the fine print?
Our full terms and conditions, plus our terms of service and privacy policy, are all there if you want the details.
Authenticity
Are these actually genuine, or are you just saying that?
Genuine, full stop. We stock authentic product from registered trademarks and brands. Nothing counterfeit ever goes out under our name. Curious about the brand side of things? Our trademarks page covers it.
Reaching us
How do I get hold of someone?
Are you on social media?
Yep, find us on:
Worth a look at YouTube specifically if you want to see sizing or styling in action.
How do I hear about sales first?
Pop your email into the newsletter sign-up in our footer and you'll get first word on offers and promotions.
Quick Reference
| Topic | Key info | Link |
|---|---|---|
| Sizing | Insole length in cm, matched to size chart | Sizing guide |
| Shipping cost | AU$20 domestic / AU$60 international | Shipping policy |
| Processing time | 1–7 business days (longer over peak season) | Order processing |
| Delivery time | 1–5 days domestic / 5–7 days international | Order processing |
| Returns | Exchange only, same style/price, within 15 days, no refunds | Refund policy |
| Payment | Cards, PayPal, Apple/Google Pay, ZipPay (Australia only) | Buy Now Pay Later |
| Tracking | Provided once your order ships | Track your parcel |
| Support | Phone, message, email, live chat | Contact us |
Still Need Help?
14 Jigsaw St, Leppington NSW 2179, Australia
Compiled from our current published policies. Prices, promotions and processing times can shift, so check at checkout or ping support if something time-sensitive is on the line.