Shopping Process

1. Welcome to tw.ugg.com You can browse by product category from the menu bar or use the search bar at the top of our website to look for your favorite products.(Product shots are for reference only)
2. You can place the selected products into your shopping bag and choose to continue shopping.
3. After you have placed all the products you wish to purchase in the shopping bag, click “Cart” at the top right corner of the page. You will then be led to the checkout page on which you can enter your delivery information and settle payment.
4. If you log-in to your account of tw.ugg.com, you can also add items into “Wish List” for later purchase.
5. Prices are subject to change without prior notice and all orders are subject to Company's acceptance at its sole discretion and stock availability. 

Online Shopping Process

Shipping Information

1. Weekday (Mon-Thur) orders with complete payment will be shipped the next day, while orders placed on the weekend (Fri-Sat) will be shipped the following Tuesday. Please note that no deliveries will be made on national holidays.
2. All orders will be shipped from Tuesday to Friday (holidays may vary), and shipment statuses will be updated by 6pm on the same day. Customers can track their delivery progress on the website.

Size Information

We recommend customers to purchase one size up! This shoes style with wool lining might feel slightly tight at first, providing a snug sensation when worn initially. After wearing it few times, the wool tends to loosen up, resulting in a more comfortable fit.

Payment Method

1. For cardpayment, we ONLY accept MASTERCARD, VISA and JCB.
2. Pay by installments
3. For ATM payment, please complete your transaction within 24 hours. Orders will be automatically canceled if the transaction is not done on time.

Promotion Codes

If you have a tw.ugg.com Promotion Code, you can enter it during the checkout process.

How to use a tw.ugg.com Promotion Code?

1. At the checkout page, click “Use Coupon Code” under "Summary" at the right side.
2. Enter the coupon or Promotion Code.
3. Click "APPLY".
4. If the Promotion Code is valid, discount will be shown in the order summary. Error message will pop-up if the code is invalid.
5. If you have entered the Promotion Code but no discount has been shown, please review the “Promotion Code Terms and Conditions” to ensure the code can be applied to the specific product(s) you are purchasing. Promotion codes may have a specific expiry date or be exclusive to certain products.

Promotion Code Terms and Conditions

1. Promotion code can only be applied prior to completing the order.
2. Promotion code is not transferable or redeemable for cash or credit.
3. Certain promotion code can only be used once.
4. You can only apply one code per order.
5. Promotion Code may not apply to all products. For specific details, please refer to the T&C of each promotion code.
6. Items bought with discount coupons are returnable and the consumer is eligible for a refund (please refer to our 10-day Unconditional Return Policy). The refund is limited to the actual payment amount after applying coupons. A coupon cannot be reused after a purchased item is returned.
7. If you have any questions about promotion code or the order placed on tw.ugg.com, please contact our online Customer Service.
8. In case of any disputes, tw.ugg.com reserved the rights of final decision.

Cash Off Discount and Free Gift Offer

1. Offers are calculated based on the net value of the order and the amount after the discount.
2. Offers exclude selected items, online exclusive offer and collection. Offers cannot be used in conjunction with any other offer.

10-Day Unconditional Return Service

We aim to provide a satisfactory after-sales service including but not limited to accepting unconditional returns of unsatisfactory products within 10 days upon receipt of order confirmation.

Products can be returned if the following conditions are fulfilled:

1. No damage or stains
2. With all parts originally included with the product
3. Unworn, unused and unwashed
4. With original packaging and tags intact
5. Resalable