How do I track my order?
Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery.
Your tracking number will become active once the driver has picked up and scanned your parcel. See our Delivery Timeframes to estimate the arrival of your order.
Alternatively, click 'Track My Order' below and enter your tracking number on the StarTrack website for delivery updates.
How long does delivery take?
Just placed an order? All UGG orders are shipped via StarTrack.
LOCATION DELIVERY TIME Australian Metropolitan 1-2 Business Days Australian Rural 2-3 Business Days
* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of UGG.READ FULL ARTICLE
What is Authority to Leave (ATL)?
Authority to leave (ATL) is an option available at checkout.
If ticked, the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. You agree that the parcel is deemed 'delivered' when left at your premises.
What if I selected ATL and my parcel is stolen?
UGG Australia will not be held liable for any stock loss, due to theft or negligence if Authority To Leave is selected at the time of checkout and proof of delivery has been provided from our courier.
I would like to sign for my order, how can I ensure this?
If you would prefer to sign for the parcel, please deselect the option "I give permission to leave this item at the address listed above" at checkout. If no one is home at the time of delivery, the parcel will be taken to your local Post Office for collection.
I've been notified that my order has been delivered, but I haven't received it!
- Check your tracking details. Your order may have been taken to your local Post Office.
- Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view.
If you have any enquiries relating to the whereabouts of your parcel, contact StarTrack directly on 13 23 45 or get in touch with our UGG Support team below.READ FULL ARTICLE
How much is delivery?
Delivery within Australia
SPEND SHIPPING COST DELIVERY SERVICE Over $150 FREE StarTrack Express Under $150 $12.99 StarTrack Express
When will my order be dispatched?
We aim to pack and dispatch online orders within 1-3 business days. Once your order has left our warehouse, you will receive an email notification with a tracking number.READ FULL ARTICLE
Please note: During peak periods (sales or public holidays), dispatch times may be longer.
Where do you deliver?
We deliver Australia-wide to residential, business, PO Box & Parcel Locker addresses.
Please note that we do not deliver to Christmas Island, Norfolk Island or Cocos (Keeling) Islands.READ FULL ARTICLE
Can I cancel my order?
Unfortunately, we're unable to cancel an order once it's placed.
READ FULL ARTICLE
Once you receive your item(s), you can return them in accordance with our Returns Policy.
Can I update my delivery address after I’ve placed my order?
Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address before it is packed.
If you have just placed your order, or you have not received a tracking number:
Please contact UGG Support here.
There is a short window of time before it's ready to be shipped that we may be able to update the address for you.
If you have been sent a tracking number:
We are unable to update a delivery address once an order has been packed.
Please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address. Any address updates completed by StarTrack will add an additional business day for delivery on top of the standard delivery time.READ FULL ARTICLE
Can I change the size or colour of an item after I’ve placed my order?
Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order.READ FULL ARTICLE
Why haven't I received my order confirmation?
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- Your order is still processing in our systems
- A small typo in the email address entered at the checkout
- The email has been marked as spam and has been moved to your junk/spam folder
Please contact UGG Support here if you haven't received your order confirmation within 24 hours, we'll be happy to assist.READ FULL ARTICLE
I was sent the wrong item / my order has arrived damaged, what do I do?
We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our team can assist you.
- Visit our Returns Portal here and enter your order number (starts with UGGAU) and email address.
- Follow the steps and select 'dispatch error' as your reason for return.
- Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
- Hit submit. Our team will review your claim.
- From here, you'll be sent a follow-up email with further details.
Why has my order been cancelled?
We aim to fulfil every order placed on our website, however, if your order has been cancelled or refunded this may be due to:
- The item is not available/not in good condition. If your item(s) have been cancelled, this could be due to stock unavailability, or your item was not in satisfactory condition to be sent out. If this happens, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s).
- An error in the listing of the item. Although rare, if an item on our site is listed with an incorrect price, product description or photo, your order may be cancelled.
- Our system has flagged your order for security reasons. If your order does not pass our security check or we have not received additional information or further verification requested from you, your order may be cancelled. This is to protect our customers, their personal information, and the protection of their funds.
If you’re still unsure or have concerns regarding your order being cancelled, please get in touch with UGG Support below.READ FULL ARTICLE