Frequently Asked Questions
Returns, Exchanges, and Warranty
How long will my return take?
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.
How can I make a return or exchange?
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:
FREE RETURNS AND EXCHANGES SHIPPING:Limited time offer. Return and exchange shipping is FREE for customers who purchased their Koolaburra by UGG® product between January 8th, 2014 and and December 31st, 2016 through our mail order, call center, or website within 30 days of the original invoice date. If you purchased your Product(s) during this time frame, we are happy to accept a return or an exchange at no cost to you. You can return or exchange your product(s) to us by using the pre-paid shipping label located in the product(s) original packaging. Please note: If you choose not to use the pre-paid shipping label please send your package via a trackable method. We recommend using UPS, Fedex or USPS regular ground service. If you do not use the pre-paid shipping label, you will not be reimbursed for your shipping cost and Koolaburra by UGG® is not responsible for packages lost in transit.
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.
I have a pair of Koolaburra's and the store where I purchased them will not let me exchange them. Can you help me?
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.
Click Here for Returns
What is the warranty for Koolaburra by UGG® footwear, and how does this work?
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.
When will my order ship?
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).
What are my choices for shipping within the United States?
We offer 3 different methods of delivery.
- Ground - 3 to 10 business days;
- 2 Day
- Next Day. There are additional charges for shipping to Hawaii, Alaska, and Puerto Rico.
What methods of payment does Koolaburra by UGG® accept?
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
Do you charge sales tax?
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.
Does Koolaburra by UGG® offer Corporate/ Group Sales?
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.
THIS DEPARTMENT DOES NOT PROVIDE WHOLESALE/DEALERSHIP PRICING. FOR WHOLESALE/DEALERSHIP INFORMATION PLEASE CALL 1.800.345.1786 and select "Dealer Services".
For inventory and retail pricing information for any other Koolaburra by UGG® products, please call our Customer Service Department at 1.866.491.3125 .
Does Koolaburra by UGG® offer a price adjustment for clearance items?
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.
In what currency are the prices on the website?
Do you price match?
No, we do not price match with other retailers or website offers.