At Koolaburra by UGG, we want your shopping experience to be as relaxed and comfortable as our California-inspired products. We’ve outlined our shipping and returns policies below to ensure everything is clear and straightforward.
Shipping Policy
We are proud to offer worldwide shipping (excluding Asia and a few remote regions).
Order Processing
Please allow 1-2 business days for us to process your order before it is shipped.
Shipping Methods & Delivery Times
We offer two convenient shipping options to meet your needs:
- Standard Shipping ($12.95): Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment.
- Free Shipping: Available on orders over $50, shipped via EMS. Delivery typically occurs within 15-25 business days after shipment.
Returns & Exchanges Policy
Your satisfaction is our top priority. If you are not completely happy with your purchase, we offer a simple returns and exchanges process for most items within 15 days of you receiving your shipment.
To ensure the health and safety of all our customers, we cannot accept returns or exchanges on the following product categories due to hygiene reasons:
- Bath Accessories (e.g., loofahs, brushes)
- Bedding that includes protective covers (e.g., mattress protectors, pillow protectors)
All returns must be unused, in their original packaging, and with all tags attached. All returns are subject to inspection upon arrival.
How to Initiate a Return or Exchange
Follow these simple steps to process your return or exchange:
- Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. Use the template provided below to ensure we get all the necessary information quickly.
- Wait for Instructions: We will respond within 1-2 business days with a Returns Authorization Number and specific shipping instructions. Please do not send anything back without this number.
- Ship the Item: Carefully pack the unused, tagged item in its original packaging. Include a copy of your order confirmation or packing slip. Ship it to the address we provide. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item sent).
- Processing: Once we receive and inspect your returned item, we will process your exchange or refund. You will receive an email notification confirming the action.
Return & Exchange Request Email Template
Copy and paste the template below into an email to [email protected] to get started.
Subject: Return/Exchange Request – Order #[Your Order Number]
Hello Koolaburra by UGG Team,
I would like to request a [return / exchange] for an item from my order.
Order Number: #[Insert Your Order Number]
Name: [Your Full Name]
Email Address: [The email you used to place the order]
Product Name: [Name of the product you are returning]
Reason for Return/Exchange: [Please provide a brief reason]
I have read and understood the return policy.
Thank you,
[Your Name]
Refunds
After we receive and approve your return, your refund will be processed within 5-7 business days.
- Method of Refund: The refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to be fully posted to your account.
- Shipping Costs: The original cost of standard shipping is non-refundable. If you opted for free shipping, the value of the standard shipping fee ($12.95) will be deducted from your refund.
Exchanges
For exchanges (e.g., for a different size or color), we will ship the new item to you as soon as we process your return. Standard or free shipping charges will apply for the new shipment based on your order value.
Questions?
We’re here to make this process smooth and simple. If you have any questions about our shipping, returns, or exchanges policy, don’t hesitate to reach out to us at [email protected].
Thank you for shopping with Koolaburra by UGG.