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Account & Order Assistance

I forgot to enter my code at checkout, can the discount be applied?

All codes must be applied at the point of checkout and cannot be applied post purchase.  Read more >

How do I receive the 10% welcome offer discount?

The welcome code is emailed once sign up to our mailing list is complete. The code must be applied at the checkout in order for the discount to be received. Please ... Read more >

Can I enter more than one promotional code?

Only 1 promotional code can be applied per order. Please enter your code and checkout and click apply.  Read more >

I am having problems logging into my account

If you are having issues logging into your account, we suggest resetting your password by clicking on "forgot password".  If you continue to have a problem logging ... Read more >

What if the style, colour or size I want is not available online?

If you've seen the style you want on our UGG® website but it's not available in your chosen colour and size, please click on the 'notify me' button on the product p... Read more >

Why does the shoe box show a different size to the one I ordered?

Labels inside our women's UGG® products and on their boxes indicate women’s UK sizes are 0.5 sizes larger. This is due to the conversion used by our US headquarters... Read more >

I am having problems placing an order

When entering payment details, please ensure you enter the billing address at which the card is registered, and a contact phone number so we can get in touch if we ... Read more >

Are my payment details safe on

We protect your information using industry standard Secure Sockets Layer (SSL) technology, which encrypts the information you enter on our website. We reveal only t... Read more >

What payment methods do you accept on

We accept Visa credit and debit cards, Mastercard credit and debit cards, American Express, PayPal, Apple Pay and Klarna. The name of our parent company is Deckers ... Read more >

Can I cancel or amend my order?

Unfortunately, we are unable to cancel or amend any order once it has been processed.  Once you receive your order, however, you can return it using one of our free... Read more >

When will I be charged for my order?

Card / ApplePay If you pay using a card or ApplePay, your payment will be taken when our warehouse dispatches your order. PayPal / PayPal Express If you pay using P... Read more >

I received an incorrect or damaged item

If there are any issues with your order when it's delivered, please contact our customer service team (details are at the bottom of this page). We will make sure yo... Read more >

The item I have ordered is out of stock, what happens now?

We only process payment at the point your UGG® order leaves our warehouse; in the unlikely event that we are unable to fulfil all or part of your order, we will not... Read more >

Do you offer a gift wrapping service?

This is not currently a service that we are offering however the invoice included in with the order will not confirm details of the price of the items purchased.  Read more >

Do you offer student, armed forces or NHS discounts?

Student discount is available through UniDays. Please check their site for the latest offering.  We are delighted to confirm that discounts are available if you reg... Read more >

How can I get a discount or promotional code?

Coupons, when available, are either emailed to individuals signed up for our newsletter, or are posted directly to the website. We recommend registering an account ... Read more >

How do I use my promotional code?

If you have a promotional code, you can apply that towards your order in your basket or on the billing address page.   From your basket, you will find a field to en... Read more >

What is Verified by Visa/MasterCard Secure Code and American Express Safekey.  

It's an online security system which helps prevent fraudulent transactions by asking you to set up a password to confirm your identity. For Visa and Mastercard hold... Read more >

I paid with Klarna Pay In 3, how does my refund work?

Please allow up to 20 working days from the date your return arrives at our warehouse for your refund to be processed. You will receive an email as soon as your re... Read more >

My promotional code does not work

Full terms and conditions can be found online on our Terms and Conditions page at the footer of our site. Please check that you are attempting to use the code in li... Read more >

My order has been cancelled however the promotion/sale has now ended

Sale prices cannot be honoured after the promotional period has ended, therefore we do not offer price matching if an order is cancelled.  Read more >