Please allow up to 3 - 5 business days from the date we receive them for your return to be processed.
Please keep in mind all return requests (exchange/refund) will be processed as received. We cannot make any changes to the return or action requested upon receipt.
Returns or exchanges are permitted, provided the customer purchased the product through our mail order, call center, or website and it is within 30 days of the original invoice date.
If you purchased your Koolaburra by UGG® product from an Authorized Koolaburra by UGG® retailer, please abide by the directions located on the following URL:
Once we receive the item, we will ship your requested exchange item to you without charging any additional shipping. Please allow up to 3-5 business days from the date we receive your return to complete your return or exchange.
If you cannot locate the pre-paid shipping label for your order please contact the Koolaburra by UGG® call center. Click the following link to access the call center contact information.
Yes. We can exchange your shoes for you, provided the shoes are from our current product line and are clean and free of wear and tear.
If you are requesting an exchange for a more expensive style, you will then be issued a credit with Koolaburra by UGG® which can be used toward the purchase of the requested style.
If you are exchanging for a less expensive style, you will be issued credit with Koolaburra by UGG®. We cannot issue any refunds on shoes not originally purchased through our company. We sell our products at the suggested retail price and this is the amount of credit you will be issued. We are not responsible for additional markups incurred through the original purchase location.
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The Koolaburra by UGG® warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship. All items sent to Koolaburra by UGG® which are past one year old from date of purchase will be evaluated on a case by case basis.
If a product is not deemed defective, it will be returned to the customer.
All packages should be sent in via a trackable method as Koolaburra by UGG® is not responsible for packages lost in transit that consumers have sent to them.
Returns take 1 to 3 weeks to process.
Orders shipping via Domestic Ground process the same business day (all days except Saturday, Sunday and major holidays) if received before 2:00 pm PT.
Orders shipping via Air service will process same business day (excluding Saturdays, Sundays and major holidays) when received before 2:00 pm PT.
If received after 2:00 pm PT, order shipping via air service will process the following business day.
All packages are delivered on business days only (excluding Saturdays, Sundays, and major holidays).
We offer 3 different methods of delivery.
We accept American Express, MasterCard, Visa, V.me by Visa, and Discover Card. All money transactions are in US Dollars.
When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. If the billing address or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification. In most cases, "virtual credit cards" cannot be verified. We do not recommend using a virtual credit card on your Koolaburra by UGG® orders. If you have any questions please call our customer service department at 1.866.491.3125
Yes. Sales tax will be applied to online purchases made by customers in all states in accordance to state/city/county regulations. Sales tax is charged based on the shipping address of the order.
Sales tax will apply to online purchases in the following states - Arizona, Arkansas, California, Colorado, Connecticut, D.C., Florida, Georgia, Hawaii, Illinois, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Missouri, Nevada, New York, Oklahoma, Pennsylvania, South Dakota,Texas, Utah and Vermont.
Yes, we do. Koolaburra by UGG® has a corporate sales program that provides products for corporate meetings, corporate incentives, corporate gift programs and group orders. Special pricing is based upon the quantity of products in the corporate/group order. To make a request regarding Koolaburra by UGG® corporate and group sales for Koolaburra by UGG® products, please send us an email to Corporate/ Group Sales. For faster processing, please specify the subject of your email as 'Koolaburra by UGG® corporate/group purchase program'. Please note, to qualify for this program, you must purchase a minimum of 25 pairs of the same model.
For inventory and retail pricing information for any other Koolaburra by UGG® products, please call our Customer Service Department at 1.866.491.3125 .
If an item you purchased has been recently reduced in price, we will accommodate a price adjustment within 14 days from your order date. This does not apply to merchandise purchased at already reduced prices.
No, we do not price match with other retailers or website offers.