Koolaburra Return Policy
Retail Returns
We gladly accept returns from customers who purchased their Koolaburra by UGG® product from a retailer other than www.koolaburra.com, or the Koolaburra by UGG® call center. We will process your return a site credit. We do not offer a refund for products not purchased directly from us.
Items must be in new and unused condition. A product with dirt or wear and tear will be returned to the customer with no action taken. Products must be in our current product line, which is posted on koolaburra.com.
Ecommerce Returns
We gladly accept returns and exchanges within 30 days of the original invoice date from customers who purchased their Koolaburra by UGG® product from the call center, website or Authorized Koolaburra by UGG® retailer.
FREE RETURN SHIPPING LIMITED TIME OFFER
Return shipping is FREE for customers who purchased their Koolaburra by UGG® product from the call center or koolaburra.com. You can obtain a shipping label for your order by visiting koolaburra.com/returns. Please note: If you choose not to use the pre-paid shipping label please send your package via a trackable method. We recommend using UPS, FedEx or USPS regular ground service and obtaining a tracking number. If you do not use the pre-paid shipping label, you will not be reimbursed for your shipping cost and Koolaburra by UGG® is not responsible for packages lost in transit.
Once we receive the item, we will ship your requested exchange item to you without charging any additional shipping. The new item may still be subject to duties, taxes and brokerage fees. Please allow 5 – 7 business days from the date we receive your return to process your return or exchange.
Click the following link to start the return process.
Click To Start A Return/Exchange >
Important Information about Our Standard Return Process:
The product being returned or exchanged must be free of wear and tear and must be thoroughly cleaned so that all dirt and debris is removed. Dirty shoes will be returned to the customer.
If you purchased your Koolaburra by UGG® product prior to September 13th, 2010 or from an Authorized Koolaburra by UGG® retailer shipping charges must be paid by customer for the return and are non-refundable. All returns should be sent by a trackable method. We recommend using UPS, FedEx or USPS regular ground service. Koolaburra by UGG® is not responsible for packages lost in transit.
Once we receive the item, we will ship your requested exchange item to you without charging any additional shipping. The new item may still be subject to duties, taxes and brokerage fees. Please allow 5 – 7 business days from the date we receive your return to complete your return or exchange.
Warranty Returns
The Koolaburra by UGG® warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship. All items sent to Koolaburra by UGG® which are past one year from date of purchase will be evaluated on a case-by-case basis.
Items not covered through our warranty process:
- Products over 1 year old from date of purchase
- General wear and tear
- Discoloration due to water damage (sheepskin is not intended to get wet)
Please note that Koolaburra by UGG® can offer an exchange or credit but does not perform repairs.
Items returned for defect evaluation will be processed in the order they are received. Evaluations can take 1 to 3 weeks from time of receipt.
Exchange will be shipped via UPS Ground at no cost to the customer.
In order for us to properly process your return, we kindly ask that the customer completes the following steps.
- Provide your shipping information; this is where we’ll send your item if you are making an exchange.
- Tell us what you’re returning (please include model number, color, and size).
- Tell us what you would like in exchange (please include model number, color, and size), if applicable.
- Tell us the reason for your return.
- Print confirmation page and include with your shipment.
- Address your return to the address listed on your returns form.
- Send package via a trackable shipping method and be sure to obtain a copy of your tracking number.
If your product is not covered under our warranty, the original item(s) will be returned to you. If the package is undeliverable and returned to our returns department, it will be destroyed after 30 days.