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