Customer Care

Got a general enquiry not related to a recent retail purchase? Want to be a reseller? Do you need to get in touch to visit our showroom?

Wholesale and Online sales are what we do best here at Ozwear Ugg! Generally we handle customer care enquiries mainly by email or social media. We don't have a large call centre, so we're not set up for a high volume of telephone calls - however, once we've received your enquiry we're always happy to give you a call if we feel that's the best way to resolve your query.

Contact us via email to get in touch, visit our head office or make a showroom appointment:  info@ozwearugg.com.au

Showroom/Wholesale - Exchange and refund enquiries:

Wholesale Customers should contact our lovely Head office team to discuss any exchange or refund requirements in accordance to their wholesale account.

General Public Customer - Exchange and Refund enquiries

Wholesale and Online sales are what we do best here at Ozwear Ugg, however we know at times that customers (from the general public) may want to get in touch with regards to an item they have purchased through one of our partnered retailers or the online store. To assist with the best course of action to take in regards to your enquiry, we have outlined the following information (see below).

Partner Retailer Purchases - Exchanges, Refunds, Faulty item enquiries

Customers (from the general public) who have recently purchased via a pop up store, concept store, souvenir store, airport outlet or online store who wish to enquire about an exchange, refund or faulty item. Should make initial contact with the retailer who they purchased from or the online store. The reason is that technically the financial transaction/purchase has been made direct with them under their trading terms and conditions. (Including their warranties).

Unfortunately our head office team do not have the 'record of sale' so are unable to process a refund back onto your card or for cash via our head office or showroom. The retailer or online store has the facility to be able to conduct the refund within their payment gateway system. For exchanges, the retailer is able to conduct your exchange much quicker based on the stock inventory they hold and or knowing the condition of sale in which the item was sold to you.

If there is a manufacturing issue with a product, the retailer will contact our head office team/manufacturing department on your behalf for the product to be reviewed. The retailer will assist with providing the apropriate information to manage next steps for a resolution.

Contacting us direct:

If you are unable to contact the retailer direct in relation to a manufacturing issue enquiry, You can contact our Head office team at: info@ozwearugg.com.au

We will be able to review the matter and provide you with advice, assistance or next steps for a resolution. If contacting our Head office team, please ensure that you provide a copy of your 'Proof of purchase' or 'Receipt' when emailing, so that we can verify the product item, where it was purchased and when. Please also state the nature of your enquiry when emailing.

Please note: Unfortunately our head office team do not have the 'record of sale' so are unable to process a refund back onto your card or for cash via our head office or showroom. The retailer or online store has the facility to be able to conduct the refund within their payment gateway system. 

Please note: We currently do not offer a 'shoe repair service' for 'wear and tear' but are happy to provide suggestions for customers to consider at their own discretion.

Please note: Exchange requests will be reviewed based on requested supporting information supplied to our Head office team by you and also the retailer to determine an appropriate outcome for a resolution. 

Please note: Our Head office, Showroom and Distribution warehouse are NOT open to the general public and are by invite or appointment only. 

Online Store Sales - Exchange & Refund Policy

Customers who have purchased via the Online store, should contact the online store customer service team direct for enquiries related to online purchases via the following link: https://ozwearuggs.com.au/pages/contact-us 

Warehouse Outlet Shop - 24 South St, Rydalmere - Exchange & Refund Policy

Exchange and Refunds of products purchased at the Warehouse outlet shop located at 24 South st, Rydalmere, can only be managed 'in person' and not be managed over the phone, at the showroom/wholesale/head office, via the online store, via email, via postage or with partnered retailers.

Warehouse outlet shop customers have up to 30 days to obtain an exchange or refund (from the date of purchase), they must provide 'Proof of purchase' or their 'Receipt' and ensure that the product is unworn/undamaged and where possible returned with its original shoe box/packaging 'in person' at the Warehouse outlet shop. The team at the Warehouse outlet shop will then assist you with your enquiry.

Please note: We do not accept postage exchanges/returns or issue refunds over the phone for purchased items from the Warehouse outlet shop.

Please note: The Warehouse outlet shop does not conduct exchanges or refunds for items purchased from pop up stores, concept stores, souvenir stores, airport outlets or the online store. Unfortunately our Warehouse outlet shop team do not have the 'record of sale' so are unable to process a refund back onto your card or for cash via our Warehouse outlet shop payment gateway system. Please contact the retailer direct to assist with your enquiry.

Warehouse Outlet Shop - Trading Hours & Address

The Warehouse outlet shop is open to the general public and is located next door to our Showroom/Head office. The address for the Warehouse outlet shop is: 24 South st, Rydalmere.Sydney 2116. New South Wales.

The Warehouse outlet shop trading hours are: Monday - Saturday 8.30am - 4.30pm. It is closed on Sundays and Public holidays.

Ozwear Ugg Head Office & Showroom - Operating Hours:

Our Head office is located at 22 South st, Rydalmere.Sydney 2116. New South Wales. Head office operating hours are Monday to Thursday 8.30am - 4.30pm and Friday 8.30am - 2.30pm. We are closed on weekends and public holidays. Please contact us direct for Showroom appointments. Our Distribution warehouse operates from Monday to Friday and is closed on weekends and public holidays.

Please note: Our Head office, Showroom and Distribution warehouse are NOT open to the general public and are by invite or appointment only.

Manufacturers Limited Warranty Policy

Please see this link for further information: https://ozwearugg.com.au/pages/manufacturers-limited-warranty-policy