UGG Return Policy (Guide): Returns, Exchanges & Regional Rules Explained

UGG is a globally recognised brand known for its sheepskin boots, comfortable slippers, cosy apparel, and fashion footwear. When you shop online at UGG’s official store (uggaustralia.com or your regional equivalent), it’s important to understand the return policy before completing your purchase. Return policies vary by region and by whether the item was bought online or in-store, and knowing the details can save you time and help avoid unexpected costs.

In this guide you’ll find a complete breakdown of how UGG’s return policy works in major markets including the United States, Canada, the United Kingdom, the European Union, Australia, and other regions. We cover timelines, condition requirements, how exchanges work, what items are non-returnable, how refunds are issued, and practical tips for a smooth return experience.

UGG Return Policy – Overview

Return window: Typically 30 days from delivery for online orders in most regions (longer holiday windows may apply).
Condition: Items must be returned in original, unused, unworn condition with tags attached and in their original packaging.
Free returns: UGG often offers free returns on online orders when you use their provided return portal and label, but this varies by country.
No direct exchanges: Most online orders must be returned for a refund first, and then you place a new order for a different size or style.
In-store returns: Items bought in an official UGG retail store must be returned to that store under its in-store return policy.
Third-party purchases: If you bought from another retailer (e.g., department store, marketplace), you must follow that retailer’s return policy.
Non-returnable items: Gift cards, final sale products, personal care items, and items marked non-returnable on the product page.

UGG Return Policy – United States (us.uggaustralia.com)

Return Window & Eligibility

For orders placed on the official UGG US website:

You have 30 days from the delivery date to return eligible products for a full refund.
Eligible products include footwear, apparel, accessories, bags, and other items sold directly by UGG through the US online store.
If your order was a gift and you do not have the original order information, UGG may allow the return if you provide the order number and email address associated with the purchase.

Condition Requirements

To receive a full refund:

Items must be unworn, unwashed, and unused.
All original tags and labels must be attached.
Footwear must be tried on indoors only, and not show any signs of wear like scuffing, sole wear, or dirt.
Apparel must have all original packaging and protective wrapping.
Items that show signs of wear or use may be refused, or UGG may issue a partial refund reflecting reduced resale value.

How to Start a Return (US)

Visit the UGG returns portal on the UGG US website.
Enter your order number and the email address used at checkout.
Select the items you want to return and choose a reason for the return (e.g., wrong size, changed mind, defective, etc.).
UGG generates a prepaid return label and instructions for how to package and ship the items.
Pack the items securely in their original packaging, attach the return label, and take the package to the designated carrier location.

UGG’s return portal typically uses major carriers such as UPS or FedEx for free returns. If a prepaid label is not provided, return shipping costs are your responsibility and will not be refunded.

Refund Timing (US)

Once your return arrives at UGG’s returns facility and passes inspection:

Refunds are usually processed within 7–14 business days.
Refunds are issued to the original payment method used at purchase.
If the original payment method is no longer available, UGG may issue a refund to an alternate method or provide a store credit at their discretion.

Free Returns & Fees (US)

UGG generally offers free returns on eligible US orders when you use the provided return label from the returns portal. However:

Return shipping is not refundable if you choose to use your own carrier or if UGG’s prepaid label option is not available for your order.
Original shipping charges from your order are usually non-refundable unless the item was defective or UGG shipped the wrong product.

Exchanges (US)

UGG does not offer direct exchanges for online orders. If you need a different size, colour, or style:

Return your original item within the return window.
Place a new order for the item you want.
If you want to expedite your replacement, place the new order before shipping back the original item so you get the new item sooner; refunds will still be processed once your return is received and inspected.

Non-Returnable Items (US)

Even within the return window, some items cannot be returned:

UGG gift cards and e-gift certificates.
Items marked “Final Sale” or “Non-Returnable” on the product page.
Underwear, socks, swimwear, and other hygiene-sensitive items if tags have been removed or packaging opened.
Customized or personalised products (e.g., engraved boots) unless defective.

UGG Return Policy – Canada (ca.uggaustralia.com)

For orders placed on the official UGG Canada website:

Return window: Usually 30 days from the delivery date for eligible products.
Condition: Items must be unworn, unwashed, with tags attached, and returned in original packaging.
Return process: Use the UGG Canada returns portal to generate a label and follow the instructions provided.
Refunds: Issued to the original payment method once the return is received and inspected, usually within about 7–14 business days.
Shipping costs: Return shipping may be free if UGG provides a prepaid label; otherwise, you are responsible for the return shipping cost.
Exchanges: Handled as separate orders — return first, then reorder the new item.
Non-returnable items: Gift cards, final sale products, and hygiene items with opened packaging.

UGG Return Policy – United Kingdom & Northern Ireland (uggaustralia.com/uk)

In the UK and Northern Ireland, UGG typically offers:

Return window: You can return eligible items for a refund within 30 days of delivery.
Condition: Items must be unused, unworn (indoor try-on only), and returned in all original packaging with tags attached.
Free returns: UGG UK normally provides a free return label via its returns portal (using carriers like DPD, Hermes, or Royal Mail depending on location).
Return process: Use the online returns portal to generate a label or QR code, pack items, and drop off at the selected carrier.
Refund timing: Refunds are typically processed within 10–14 working days after the return is received and inspected.
No direct exchanges: Return first and place a new order for the replacement item.
Non-returnable items: Gift cards, final sale items, personalised products unless defective.
Legal rights: Independent of UGG’s return policy, UK consumers often have separate statutory rights under UK consumer law that can apply to distance sales.

UGG Return Policy – European Union (EU)

Across EU member states where UGG operates a local online store:

Return window: Typically 30 days from delivery.
Statutory rights: In addition to UGG’s own return policy, EU consumers have a legal 14-day cancellation right for distance sales (this is separate from UGG’s additional 30-day window and affects how returns can be processed in certain countries).
Condition: Products must be unworn, unused, and in original packaging with all tags.
Free returns: UGG often provides free return options through carriers integrated into its EU returns portal, but specifics vary by country.
Refund timing: Usually within 10–14 working days after UGG receives the return.
Exchanges: Conducted as separate orders — return then reorder.
Non-returnable items: Gift cards, final sale products, and personal care/hygiene items if seals are broken.

UGG Return Policy – Australia (uggaustralia.com/au)

UGG’s Australian online store generally offers:

Return window: Around 30 days from delivery for online purchases.
Condition: Unworn, unwashed, with tags attached and original packaging included.
Return shipping: Return options and costs vary; often UGG provides a prepaid label for free returns, but check the returns portal as it may depend on the item and promotion.
Refunds: Processed back to the original payment method after inspection, usually within 7–14 business days.
No direct exchanges: Return first, then place a new order for the replacement size or style.
Non-returnable items: Gift cards, final sale products, and items that show signs of wear or damage.

UGG Return Policy – Other Regions (Asia, Latin America, Middle East & Africa)

UGG operates in multiple other markets with regional online stores (e.g., Japan, South Korea, Singapore, UAE, South Africa, etc.). While the core idea is the same — new, unused products returned within a set period — specifics differ by country.

Return window: In many countries like Japan and Singapore, the typical return period is 14–30 days from delivery. Latin American and Middle Eastern sites often use a 30-day return period.
Condition: Items must be in original condition with tags attached and packaging included.
Free returns: Some regions offer prepaid return labels; others require the customer to pay return shipping.
Refunds: Issued to the original payment method after UGG inspects the returned items.
Non-returnable items: Generally include gift cards, final sale items, and personal care items once opened or worn.
Exchanges: Usually handled as separate orders — return for refund and reorder the new item.

Condition & Packaging Rules (Universal)

Across all regions, UGG requires that returned products are:

Unworn: Shoes and boots tried on only indoors on clean surfaces; signs of wear such as dirt, scuffing, or creased leather will likely lead to rejection or partial refund.
Unwashed and unused: Apparel must be clean with all tags attached.
Original packaging: Include the shoebox, dust bags, paper inserts, and any protective film. Footwear should be packed inside its original box, which in turn goes inside the shipping carton.
Tags and labels: Must remain attached to the product. Removing tags can void return eligibility.
Customized products: Personalized items are generally non-returnable unless defective; check the product page before ordering.

Non-Returnable Items (All Regions)

Even if you are within the return window, some products are not eligible for return:

UGG gift cards and e-gift certificates (non-refundable and non-returnable).
Items marked “Final Sale” or “Non-Returnable” on the product page or at checkout.
Underwear, socks, swimwear, and other hygiene-sensitive items once packaging is opened or tags are removed.
Customized or personalised items (e.g., engraved boots), except in cases where the product is defective or there was an error.
Products returned in a condition that shows signs of wear, damage, or that are incomplete without original packaging and tags.

How Refunds Are Issued

Once UGG receives and inspects your return, the refund process is typically as follows:

Timing: Refunds are usually issued within 7–14 business days after UGG processes the return.
Payment method: Refunds are credited to the original payment method used when you purchased the item.
Closed accounts: If the original card or account is closed, UGG may issue store credit or an alternate refund method where permitted.
Taxes and duties: In many regions, any applicable taxes or duties that were charged are refunded along with the item price; for international orders, duties paid directly to customs may need to be reclaimed separately depending on local rules.

Practical Tips for Smooth UGG Returns

Inspect on arrival: As soon as your order arrives, check it for defects so you can start a return early within the window.
Keep packaging: Don’t discard boxes, dust bags, or tags until you’ve decided to keep the product.
Use the official returns portal: Starting the return through UGG’s portal ensures you get the correct label and instructions for your region.
Track your return: Keep the tracking number and watch the progress so you know when UGG receives it.
Try on indoors: Only try footwear indoors on clean floors to avoid signs of wear that could void your return.
Understand holiday extensions: During the holiday season, UGG often extends the return window for purchases made within a certain date range; check current terms when you buy.

UGG Return Policy – Quick FAQ

How long do I have to return UGG products?

In most regions, you have 30 days from delivery to return eligible products for a refund, though local regulations and holiday extensions may modify this timeframe.

Are UGG returns free?

UGG often provides free return labels via its returns portal, especially in markets like the US, UK, and EU. If a return label isn’t provided, return shipping costs are typically your responsibility.

Can I exchange an item directly?

No. UGG generally does not offer direct exchanges for online orders. You return the original item and place a new order for the replacement size, style, or colour.

What condition must items be in?

Return items must be unworn, unused, and in original packaging with tags attached. Footwear should only be tried on indoors on a clean surface.

What can’t be returned?

Non-returnable items include UGG gift cards, final sale products, personalised/customised items (unless defective), and hygiene-sensitive items once opened.

How long until I get my refund?

Refunds are usually processed within 7–14 business days after UGG receives and inspects your return. Your bank or card issuer may then take additional time to post the credit to your account.