We reserve the right to update these policies or any other content of this website at anytime.
If you're not satisfied with products you've purchased, please return the item(s) for an exchange or refund. You must email us first and inform us of the reason for a return and tell us your Order Confirmation Number. We will then provide you with further instructions.
Shipping and Insurance costs are not refundable. There is also a re-stocking fee for all returns we receive within 60 days from the date your order was shipped (charged in Australian Dollars), which is a 20% of item(s) original purchase price. Any returns received by us after 60 days from the date your order was shipped will be refunded with a deduction of the original shipping costs plus a 'late' fee (charged in Australian Dollars), which is a 60% of item(s) original purchase price.
All returns must be in 100% new condition, not worn, nor washed and all tags in place. Please ensure returned item(s) is packaged safely, as we cannot accept damaged returns. We will assess all returned item’s condition and refuse any damaged, worn or washed items. Any costs associated with sending such refused items back to you are your responsibility.
When returning goods, please ensure that you send returned goods back using recorded and insured delivery, so you have proof of posting. Any costs associated with the return of items by you to us are your responsibility, including costs of sending exchanged / or refused items back to you.
An exchanged order(s) may be subject to import duties, taxes and custom processing fees in your country. If you are unsure if your parcel will be subject to such fees you should contact your local customs or postal authority. Any such fees are solely the responsibility of the parcel recipient and you are responsible for paying these fees.
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To cancel an order, please contact us immediately. Cancelled orders that haven't been processed will be refunded with a deduction of a cancellation fee (charged in Australian Dollars), which is 10% of the order(s) total price. Cancellation fee is charged to cover administrative costs and transaction fees involved in the cancellation of order(s).
Cancelled orders that have been processed will be refunded with a deduction of a cancellation fee (charged in Australian Dollars), which is 20% of the order(s) total price. Cancellation fee is charged to cover administrative costs, re-stocking fees and transaction fees involved in the cancellation of order(s).
Unfortunately, we are unable to accept cancellations for products that have already been shipped and our Return Policy will apply in that case.
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From time to time customers could place a duplicate order: two or more of very similar orders, made within a short period of time from each other. For security reasons we do not have access to the credit card details of customers, and all payments for orders are approved by customers themselves.
Our order preparation processes are automated and we are unable to catch duplicate orders unless alerted by customers. We cannot guarantee that we will read the request to cancel a duplicate order prior to that order being dispatched as we are trying to process all orders as fast as we can at the same time as we read and answer contact inquiries as fast as we can.
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If a refund is due, it will be made in accordance with our policies and directly to the credit card that was used for the purchase. If at the moment of the refund the credit card used for the purchase has expired, then a cheque, drawn in Australian Dollars to the person nominated in the "Bill to" section of the order, for which the refund is due, will be mailed to the address given in the "Bill to" section of the order, for which the refund is due.
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We always strive to achieve best practice and as such have chosen to align ourselves with particular reputable and proven delivery systems. However, once an order is dispatched from our premises we are not responsible for any delivery delays.
It is your responsibility to ensure correct shipping/delivery details are provided to us through this web site. If we are required to re-ship orders, because incorrect details are provided, any costs associated with re-shipping of such orders are your responsibility.
All delivery times/dates provided are approximate estimates only and are given from the date of the dispatch, not from the order date. All delivery times/dates provided are estimates only and are at the discretion of the postal system providers.
AirMail service is not traceable.
Without limiting the operation of any other policy herein, we will not accept liability for any loss or damage arising from a late delivery. Without limiting the operation of any other policy herein, you agree that late delivery either through post or processing time does not constitute a failure on our part, and does not entitle you to cancellation of an order.
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We are not responsible for any loss or damage of your order in transit. As soon as we hand over your order to the postal system providers the risk of loss or damage is passed on to you. All costs associated with recovering / or investigating lost or damaged orders are your responsibility.
When you place your order and click "Proceed to Secure Checkout" button you agree that we are not responsible for the orders lost or stolen in transit. You also agree that any claims of parcels lost or stolen in transit fall in the responsibility of the buyer.
Without limiting the operation of any other policy herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after we hand over your order to the postal system providers.
If you think that your order has been lost or stolen in transit, please contact us and we will start an investigation with Australian Postal authorities into the whereabouts of your order. Please note, such investigation may take from 30 to 80 days to complete.
Should you wish to insure your order against loss or damage in transit, please contact us prior to the purchase so we may arrange postal insurance, additional cost will apply.
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If you have received our product(s) and find some kind of a manufacturing or other fault or defect with the product(s), please email us immediately and we will be able to assist you further. Please do not send us back any product(s) you consider faulty unless we have specifically asked you to do so. We will not be assessing or returning any product(s) we receive back without our prior written request for such return.
We will consider reports, emailed to us, of our product(s) being received with a manufacturing or other fault or defect for up to 90 days from the date your order was shipped. After 90 days from the date your order was shipped we will not consider any reports of a fault with our product(s). Any product(s), that is claimed to be faulty, we receive after 90 days from the date your order was shipped will be shipped back to sender.
If after assessment it is agreed that the supplied product(s) has some kind of a manufacturing or other fault or defect, we will replace the faulty product(s) for a brand new product(s) of exactly the same style/colour/size combination as originally supplied. This brand new product(s) we use as a replacement for the faulty product(s) will be provided to us by the manufacturer and from time to time, depending on the manufacturer's workload, can take some time to arrive to us. Strictly no refunds for faulty product(s).
If the replacement for the faulty product(s) is awarded, it may be subject to import duties, taxes and custom processing fees in your country. If you are unsure if your parcel will be subject to such fees you should contact your local customs or postal authority. Any such fees are solely the responsibility of the parcel recipient and you are responsible for paying these fees.
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If, for any reason, the parcel with your order is returned to us marked “Return to Sender”, your order will be cancelled and refund will be made to the credit card used for your order, as follows: Shipping and Insurance costs are not refundable. There is also a re-stocking fee for all “Return to Sender” returns (charged in Australian Dollars), which is a 20% of item(s) original purchase price.
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Our business hours of operation are: Monday - Friday, 9am-5pm* (*Australian Eastern Daylight time, GMT+10), excluding public holidays. The CONTACT page of this website is closed on weekends and public holidays (Australian time).
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Customs charges differ a lot from country to country and are based on different aspects, including the weight of the parcel. We do try to minimise any such charges for our customers and we use very tough, but lightweight packaging. Orders of just a couple of items are usually packed in tough paper bags, multiple item orders could be packed in boxes.
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Payment for orders can be made using VISA, MasterCard or American Express credit cards.
The payment by credit cards takes place through a secure internet payment service provided by Australia's largest secure online payment provider - Dialect Payment Technologies, who's client list is spanning major global Banks, Airlines and International Media conglomerates. The payment process is quick and simple and no registration required. Dialect's Payment system is secure - it uses 128 bit SSL encryption and utilises the best commercially available technology and procedures to protect the security of your online transactions. Your credit card and personal details are encrypted before they are transmitted over the internet. We do not have access to your credit card details, the Dialect Solutions secure payment system debits your credit card at the time of your order and sends us an approval of payment and our system generates an order that we then process. This system is far more secure then receiving your credit card details directly as Dialect Solutions online security arrangements are far superior.
This Method of Payment applies to all orders, including orders of custom made products where the processing time may be longer then usual.
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PLEASE NOTE : We are closed between the 24th of December 2008 and the 7th of January 2009 (Australian time). The Contact page of this website will be unavailable during this time, please make all your inquiries after the 7th of January 2009. We apologise for the inconvenience.
We are making every effort to answer contact inquires we receive as fast as we can and we are trying to process all orders we receive as fast as we can. As we receive many contact inquires from all over the world we cannot guarantee an immediate response to the contact inquiry, due to the possible time difference between our countries or the amount of the inquiries we received. An order may be already processed and shipped at the time we have read and responded to the email inquiry about that order.
We usually answer contact inquires during our normal hours of operation, which are: Monday - Friday, 9am-5pm* (*Australian Eastern Daylight time, GMT+10). The CONTACT page of this website is closed on weekends and public holidays (Australian time). The CONTACT page may be closed during other times due to the maintenance or other factors.
From time to time our email response to a contact inquiry may not reach the addressee of that inquiry. That may happen due to many factors, including the incorrect email address supplied by the addressee, email box of the addressee being too full to accept our response, the addressee’s mail server settings preventing our response from reaching the addressee or placing our response into the Bulk mail folder.
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Our website auto-generates and sends a confirmation email to the email address provided in the order after a payment for that order has been made successfully. Our website also auto-generates and sends a confirmation email to the email address provided in the order after an order has been processed and dispatched.
We cannot guarantee that an order confirmation email or the shipping confirmation email will reach the addressee of that confirmation email as from time to time our auto-generated confirmation email may not reach the addressee of that email. That may happen due to many factors, including the incorrect email address supplied in the order, email box of the addressee being too full to accept our confirmation email, the addressee’s mail server settings preventing our confirmation email from reaching the addressee or placing our confirmation email into the Bulk mail folder.
We do not receive customer replies to our auto-generated messages, such as order confirmation emails or shipping confirmation emails. We do state on our auto-generated messages that a reply to such message will not reach us.
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We respect your right to privacy. We collect only the information necessary for us to complete your order or to contact you regarding the status of your order. We will not disclose your private information unless compelled to do so by law. We reserve the right to store and use collected data solely for its own internal purposes.
We reserve the right to store usage logs of visits and use of our site. These logs may be used by us as information about the user base and usage patterns. We reserve the right to provide aggregate statistic information about our website's visitors to third-party.
We do utilise "cookies" to help recognise you as a repeat visitor and to track traffic patterns on our site. This information is completely anonymous. We use this information to improve the user-friendliness and functionality of our website.
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PLEASE NOTE : We are closed between the 24th of December 2008 and the 7th of January 2009 (Australian time). All orders placed during that time will be processed after the 7th of January 2009. We apologise for the inconvenience.
ALL MATERIALS AND INFORMATION (Materials) PROVIDED ON THIS SITE ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THIS SITE, ITS SERVERS, OR E-MAIL SENT FROM THIS WEBSITE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. WE WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.
We are not affiliated with 'UGG Australia' and do not sell their products.
The main currency on our website is Australian Dollar. When product prices are shown in other currencies - an approximate conversion is used. The final transaction is processed in Australian Dollars, but converted into your local currency by your credit card provider.
Orders may be subject to import duties, taxes and custom processing or clearance or any other fees in your country. If you are unsure if your parcel will be subject to such fees you should contact your local customs or postal authority. Any such fees are solely the responsibility of the parcel recipient and you are responsible for paying these fees.
We attempt to be as accurate as possible. However, we do not warrant that product descriptions or other content of this site is complete, current, or error-free. The product images and colours on this site are representational only. Actual products and colours of finished products, including colour of the sheepskin, the sole, laces, metal eyelets or the appearance of the heel label, may vary from those displayed. Sheepskin is a natural product and colours of different pairs of boots may vary slightly in dye penetration from time to time according to the lanolin content within individual skins. The insole of the dark coloured boots could be made from white or black fleece. The darker colours may transfer some dye to the feet for some time at the beginning of wearing the new boots.
We periodically add, change, improve, or update the Materials and information on this website without notice. Under no circumstances shall we be liable for any loss, damage, liability or expense incurred or suffered which is claimed to resulted from use of this website, including without limitation, any fault, error, omission, interruption or delay with respect thereto. Use of this website is at Your sole risk. Under no circumstances, including, but not limited to, negligence, shall we be liable for any direct, indirect, incidental, special or consequential damages, even if we have been advised of the possibility of such damages. You specifically acknowledge and agree that we are not liable for any conduct of You.
Our web site contains links to third-party web sites. The linked sites are not under our control and we are not responsible for the contents of any linked site or any link contained in a linked site. This website provides these links only as a convenience, and the inclusion of a link does not imply endorsement of the linked site by us. You are responsible to ensure that Your use of this website complies with all applicable legal requirements.