Help Center
Membership
How to get the welcome offer?
You will receive an email for verification. Please click the link and verify your account. The email with welcome offers therefore will be sent to your mailbox.
How can I update my personal account information?
If you need to change your personal information, please click "Member Log-in", and then enter your user name, password and the CAPTCHA. Then you go to “My Account " --> "Personal Data" to change your personal information, and then click "Save".
How can I check my order history?
Track Orders
• Please login to your account and check the status of your orders under “My Orders”.
Is my membership information secure?
Please don not worry. Your privacy is duly protected and will not be used, sold or otherwise compromised for any purposes.
Reset Password
Can I use my current password when reset my password?
Yes, you can use the current password.
Can I choose to re-register my account other than resetting my password?
The email address of the old registered account are no longer be used to register for a new account. If it is necessary to re-register, please use an email address which haven't used for registration before.
How to reset my password?
1. Go to login page and click "Reset Your Password?"
2. Enter your registered email address and click SEND.
3. Go to your email inbox and find an email from us with the subject “Reset UGG Online Store Password Request”.
Tip: Please check your junk/spam folders or any other filtered folders if you couldn’t find it in inbox.
4. Click the "Reset My Password" in the email.
5. Fill in your new password in both fields and click SEND.
6. Go back to the login page and log in with the email address and the new password.
2. Enter your registered email address and click SEND.
3. Go to your email inbox and find an email from us with the subject “Reset UGG Online Store Password Request”.
Tip: Please check your junk/spam folders or any other filtered folders if you couldn’t find it in inbox.
4. Click the "Reset My Password" in the email.
5. Fill in your new password in both fields and click SEND.
6. Go back to the login page and log in with the email address and the new password.
Online Shopping
Why is the item I want to buy not available?
Thank you for visiting UGG® If you cannot find certain products, or cannot order a product in a specific style/size, please return to our website from time to time as we replenish our stock frequently.
• “Coming Soon” products are previews of styles and colors that will be launched soon.
• “Out of Stock” products are not available for purchase at the moment, but will likely be in stock shortly. Select ‘receive notification’ on the product page to and we will email you when in stock.
• “Coming Soon” products are previews of styles and colors that will be launched soon.
• “Out of Stock” products are not available for purchase at the moment, but will likely be in stock shortly. Select ‘receive notification’ on the product page to and we will email you when in stock.
In which situation will a product be shown as “Out of Stock”?
There are certain conditions that an item will be marked “Out of Stock”:
• The product you choose is not available for sale anymore.
• The available size/ color of the product is sold out when you place the product in the shopping bag.
• If the product is sold out after you have paid for the order, which is very rare, we will send you an email explaining the condition. You will not be charged in this case. While for other products that are available in your order, we will follow the general order processing procedures for delivery. Please contact our Customer Service if you have inquiries.
• The product you choose is not available for sale anymore.
• The available size/ color of the product is sold out when you place the product in the shopping bag.
• If the product is sold out after you have paid for the order, which is very rare, we will send you an email explaining the condition. You will not be charged in this case. While for other products that are available in your order, we will follow the general order processing procedures for delivery. Please contact our Customer Service if you have inquiries.
Order Status
How do I track the current status of my order?
• You may inquire about the order status after logging in the website and navigating to “Order History” inside "My Account" at the top of the page.
Why am I unable to purchase an order after canceling a previous order?
We will automatically invalidate the overdue order in the following conditions:
• If the payment of an order is not settled within 2 hours.
• If a customer places orders repeatedly without making any payment. We have reasons to believe that such customer maliciously possesses products, then UGG® has the right to cancel the unpaid order placed by such customer.
• If the payment of an order is not settled within 2 hours.
• If a customer places orders repeatedly without making any payment. We have reasons to believe that such customer maliciously possesses products, then UGG® has the right to cancel the unpaid order placed by such customer.
Can I change the shipping address of an order?
If an order is placed, we are not able to change the address, please contact our online Customer Service in this case.
What happens if I submit duplicate orders?
Please contact our online Customer Service for assistance.
Delivery Methods & Timeline
How many days after placing my order will I receive my items?
• Delivery:
Order will be delivered within 3-5working days after we have received you order (except Saturdays, Sundays and public holidays).
Order will be delivered within 3-5working days after we have received you order (except Saturdays, Sundays and public holidays).
Do you ship to other countries or areas outside of Taiwan?
Sorry that at this moment, we provide only delivery service within Taiwan proper but not including outlying islands.
Can I change my selected delivery method?
We are sorry that we do not provide such service after you have placed your order. In this case, please contact our Online Customer Service for assistance.
What is the latest time that a door-to-door delivery can be made?
The regular delivery time is 19:00. In case of any special situation, you can contact our Customer Service.
Returns & Refunds
How long does it take for a refund to be processed?
Payment made online by credit card will generally take 20 business days upon our receipt of the returned products for the refund. (Actual receipt date is subject to the process period of the relevant bank/payment gateway）
Can my pending refund be directly credited against a new order?
Sorry, your refund cannot be used to offset against a new order. Please wait for the refund to be credited to your card or account.
The items I received in are different from my order description. What should I do?
You can either reject or receive the order and contact our Online Customer Service for assistance.
Which account will my payment be refunded to?
If the payment is paid by credit card online, the refund will be made to the account used for your payment.
Am I still entitled to the 10-day Unconditional Return privilege if I purchase merchandise at UGG®’s directly operated stores?
The 10-day Unconditional Return is only applicable at UGG®. Purchase at UGG® retail concept stores are subject to a 10 day (conditional) return policy.For any disputes, Sanor Co., Ltd reserves the right of final decisions.
Clear & Care
UGG® Care and Cleaning
We offer a sheepskin protector, a cleaner and conditioner, and other items. All of them are available for sale on our Care & Cleaning page.
Can I put my UGG® products in the washing machine?
No, our products are too delicate to be machine washed.
- Most of our products are made from sheepskin or leather, which can be ruined by water.
- Never machine wash or dry clean your sheepskin or leather products.
- Most of our products are made from sheepskin or leather, which can be ruined by water.
- Never machine wash or dry clean your sheepskin or leather products.
Does UGG® offer a cleaning service?
No, we do not have any cleaning facilities or services offered at this time. If you need to clean your UGG footwear, please CLICK HERE to review our care and cleaning instructions.
Counterfeit Education
WHAT IS COUNTERFEIT?
- A counterfeit product is A fake or imitation.
- They are made with the goal of tricking you into believing it is genuine product.
Please check our store locator to confirm authorised retailers close to you before making A purchase.
- They are made with the goal of tricking you into believing it is genuine product.
Please check our store locator to confirm authorised retailers close to you before making A purchase.
How do I ensure that the UGG® product I purchase is authentic and not counterfeit?
The presence of counterfeit products in the marketplace is an unfortunate reality for many luxury brands including UGG®. Though we aggressively pursue removal of this product through various means, please be aware that there is still counterfeit UGG® product being offered to consumers primarily through online websites, auction sites and trade boards.
If you are viewing UGG® product online anywhere other than UGG.com (or our affiliated international online stores) and the domain name includes "UGG", or any variation of this word, or includes one of our style names in the domain address, e.g. "Cardy", you can assume the product is counterfeit.
To ensure that you are getting an authentic product you should purchase from one of the following locations:
www.UGG.com
www.UGG.com/ca
www.UGG.com/uk
www.UGG.com/eu
www.UGG.com/fr
www.UGG.com/nl
www.UGG.com/it
www.UGG.com/jp
www.UGG.cn If product is purchased from unauthorised sources we will not accept the product for exchange/refund or warranty replacement. We will also not assist with disputes relating to such purchases. Unfortunately, there are thousands of sites claiming to be authentic product.
www.UGG.com
www.UGG.com/ca
www.UGG.com/uk
www.UGG.com/eu
www.UGG.com/fr
www.UGG.com/nl
www.UGG.com/it
www.UGG.com/jp
www.UGG.cn If product is purchased from unauthorised sources we will not accept the product for exchange/refund or warranty replacement. We will also not assist with disputes relating to such purchases. Unfortunately, there are thousands of sites claiming to be authentic product.
For any disputes, Sanor Co., Ltd reserves the right of final decisions.
