Returns & Exchanges

It is very important to us that each of our customers remain happy with their purchase.

Exchanges within Australia

We like to keep this procedure simple and easy. We will accept an exchange for a different colour, size or style within 30 days of your purchase. Any returned items must be sent back in brand new condition with all labels attached. We do not accept items that have been worn or damaged.

We split the shipping costs. You the buyer cover postal cost to send them back to us, we cover postal costs to send them back out to you.

To exchange your purchase please click here for the Exchange form and procedure.

If you have any queries regarding this process, please don't hesitate to contact us prior to shipping your parcel at: info@australianuggboots.com.au

Returns

We offer a 30 day Money Back Guarantee on your purchase through our website. If you need to return your order, we will be more than happy to exchange or provide you with a full refund less any shipping costs. Our 30 Day Money Back Guarantee applies to items that have not been worn or used and must be returned in brand new condition.

To return or exchange your purchase please click here for the Returns & Exchange form and procedure. Please note: you will be required to ship the products. These costs are under the responsibility of the buyer. We do not collect parcels.

If you have any queries regarding this process, please don't hesitate to contact us prior to returning your parcel at: info@australianuggboots.com.au

Manufacturer’s Warranty

You can shop with complete confidence that you are covered by our 12 month Manufacturer’s Warranty. We will examine the length of time you have had your boots, their general condition/use and the nature of the defect/fault. Please contact us, with your proof of purchase and we will assist you.

For any concerns which you may have regarding your purchase, we encourage you to contact us, you will be pleasantly surprised to discover we are human!

We will always work together with you to reach a favourable and fair outcome.

What isn’t covered by our warranty?

We don’t like fine print and complicating things for our customers. Just a few common sense things which we are certain you will agree with. Our warranty does not cover the following:

General wear and tear
Intentional or accidental damage to products
Using your sheepskin boots in a way which would shorten the lifespan of them or damage them eg this may include walking in muddy areas or terrains that may damage your boots.
Loose wool or “fluff” (this may be present for the first few days but will subside). This does not represent a faulty pair of boots or a poor quality pair of boots.

International Returns

We are happy to accept returns from our overseas customers for an order which was shipped outside of Australia. This must be done within 30 days of the purchase. Any returned items must be sent back in brand new condition with all labels attached. We do not accept items that have been worn or damaged.

For all returns shipped outside of Australia, you will be required to place and pay for a new order through our website. Upon receiving your original order back to us, a full refund will be issued back to the card of purchase, less any freight/postal costs. Refunds can only be issued back to the credit card which was used to make the original purchase.

To return your purchase please click here for the Returns form and procedure.

If you have any queries regarding the process please contact us prior to shipping your parcel at: info@australianuggboots.com.au

Exchanges/Returns on Custom Made Orders

We do not offer exchanges or returns on custom made orders for Change of mind/colour/size.

Our Manufacturing Warranty applies to Custom orders "We will provide a replacement if your boots have a manufacturing defect or fault. We will examine the length of time you have had your boots, their general condition/use and the nature of the defect/fault".

Exchanges/Returns on Clearance Sale Items

We do not offer exchanges or returns on clearance sale items for Change of mind/colour/size.

Our Manufacturing Warranty applies to Clearance orders "We will provide a replacement if your boots have a manufacturing defect or fault. We will examine the length of time you have had your boots, their general condition/use and the nature of the defect/fault".

Coupon Codes

Coupon Codes cannot be used in conjunction with any other offers or promotions (e.g. Boxing Day promotion) and are not redeemable for cash.

Changes/Cancellation of Orders

Please email info@australianuggboots.com.au quoting your order reference number and changes required immediately after noticing an error on your order.

Kindly note, whilst we make every attempt to assist our customers in changing or cancelling an order, it is the buyer's responsibility to ensure they are committed to purchasing their order before they press the submit button and that all information is correct at the time of purchase. Unless otherwise agreed or stated, we cannot guarantee a change or cancellation can be made to an order, prior to it being transferred to our delivery depot or dispatched. Please check all details prior to your purchase to avoid any errors or unwanted orders.

Orders which cannot be changed / cancelled:

An order which has been processed and is being prepared for dispatch.
An order which has been dispatched.

We reserve the right to cancel and refund orders at any given time and for any reason, without the prior consent of the buyer, should we find this necessary.

Unclaimed Parcels

Parcels returned to us as unclaimed, refused or return to sender will be cancelled. It is at our sole discretion to instruct our delivery partners to return parcels which are unclaimed/refused back to our premises in Melbourne, Australia. In the event that we deem it necessary to not have your parcel returned from overseas you will not be entitled to a refund. This often occurs due to delivery companies charging heavy rates to return parcels back to us. Inside Australia the postage payable to have it returned back to us will be passed on to the customer.