FAQ

1.How do I order your products?

2. How do I take care of my uggs?
3. How do I exchange items?
4. How to track my shipment?
5. How to clean ugg boots?
6. My payment won’t go through, what’s wrong?
7. How long will it take before I receive my order?
8. What happens if I don’t receive my order on time?
9. What should I do if the goods received are damaged?
10. I made a mistake with my order and its status says Shipped, what should I do?
11. Can I cancel my order?

1. How do I order your products?

To order a product just click ‘Add to Cart’ button, located next to the product’s picture. Once you have chosen the item you wish to purchase click on ‘Continue shopping’ to purchase more items, or if you made a mistake or wish to remove an item click on ‘update card’ to delete the item from your shopping cart. Once you have completed selecting your items click ‘Checkout’ to make your purchase. This will then commence the check out and payment process. Just follow all the prompts which will collect information such as the shipping and payment details. Once your order has been processed you will receive an email confirming your purchase.

2.How do I take care of my uggs?

Hand wash your ugg boots in warm water, using an approved wool detergent. To dry, place your uggs in the shade, away from heat or direct sunlight and allow to dry out slowly to retain the soft, supple finish.

3. How do I exchange items?

The best way to arrange for an exchange is to contact our staff who will give you correct instructions pertaining to your particular order. Every exchange scenario can be different and there may be times when we can help you avoid unnecessary costs of sending your items back to us.

4. How to track my shipment?

Once your order has been shipped, we will provide you a tracking number, please enter this tracking number at relevant site below to track your shipment: http://www.ems.com.cn/english-main.jsp
Note:
EMS: En-route tracking information is available once the parcel arrives at destination country.

5.How to clean ugg boots?

One reason ugg boots look and feel wonderful is the sheepskin used to make each pair. Sheepskin is a material that should be cleaned gently. Ugg boots should never be put in a washing machine or a dryer. Hand wash your ugg boots in warm water, using an approved wool detergent. You can use a soft brush for scrapping. To dry, place your uggs in the shade, away from heat or direct sunlight and allow drying out slowly to retain the soft, supple finish. Sheepskin footwear does shrink slightly after drying out, but will get back to normal after just a few wears. Once the boot is dry, lightly brush the cleaned area with a suede or nubuck brush. Brush in one direction only. If you follow these directions, your ugg boots will look fantastic for years to come.

6. My payment won’t go through, what’s wrong?

The majority of transactions will not encounter any difficulties. However if your payment doesn’t go through smoothly, the most common reasons include:
-The web browser being used does not have cookies enabled.
-The credit card being used does not have the international transactions facility enabled.
-The payment system has timed out. The system will cut off your payment connection if it has been idle for one hour.
Some potential solutions include:
-Enable cookies in your browser (this setting is usually found in the browser options).
-Contact your bank to ensure international transactions are enabled for your credit card.
-Go to the view cart section again to reinitiate the payment process.
-Try another credit card, it sounds obvious but it sometimes does the trick.
-Try another computer, this also sounds really obvious but sometimes the security settings on a computer system can prevent the successful completion of a transaction.
If all else fails, record the error message and email us ( uggbootdiscount@hotmail.com ) with all the details so that we may further assist you.

7. How long will it take before I receive my order?

As stated in our terms and conditions, processing takes 1-3 business days and delivery takes up to 7 business days. In total that is up to 10-14 business days from the time we receive payment until it arrives at your shipping destination. Often times the shipping process is much faster and it only takes 2 days from the time we process your order, however we reserve the right to take up to 7 business days because at times there are circumstances out of control that delay the shipping process. Rest assured, we make every attempt to get your order to you as fast as possible.
Please note, we are unable to send express shipping or ‘speed’ up your order in anyway. If you need your shoes before the 10 business days, then we recommend you do not place your order .

8. What happens if I don’t receive my order on time?

Don’t panic – contact our customer services team who will investigate why your order has not been delivered and do their best to resolve any problems for you, Contact us through uggbootdiscount@hotmail.com .

9. What should I do if the goods received are damaged?

All products are carefully wrapped with utmost care to ensure a safe delivery to its destination. In case of damage during shipment, please file your damage claims to the delivering carrier immediately, and notify us within 72 hours of receipt of damaged merchandise by you.

10. I made a mistake with my order and it’s status says Shipped, what should I do?

If the shoes have already left then we can not make changes to the order. Please wait until you receive your shoes, then e mail us at uggbootdiscount@hotmail.com we will send your further instructions.

11.Can I cancel my order?

Customer satisfaction is important to all of us. We will ship your merchandise as quickly as possible. If your order has not yet shipped, we can cancel it for you. However, we shall not be able to process a cancellation once your order has been shipped.

If any other questions, please feel free to contact us through

uggbootdiscount@hotmail.com .

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