Returns & Exchanges

At Koolaburra by UGG Shop, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, which is why we offer a straightforward returns and exchanges process. Please review the following policy carefully.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your item(s).

Condition of Items

To be eligible for a return or exchange, items must be:

• Unused, unworn, and in their original condition.
• In the original packaging with all tags attached.
• Accompanied by the original proof of purchase (order number).

Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned or exchanged unless they are defective or damaged upon arrival:

• Bath Accessories (e.g., loofahs, brushes, personal care items)
• Bath Rugs & Mats
• Bath Towels

Note: This is based on our standard hygiene policies common for personal and home care products in these categories.

Step-by-Step Return/Exchange Process

1. Initiate Your Request: Within 15 days of receiving your order, contact our customer service team at [email protected] to request a return or exchange. Please include your order number and details about the product and reason for return.
2. Wait for Authorization: Our team will respond within 1-2 business days with a Return Authorization Number (RAN) and further instructions. Do not ship any items back without this number.
3. Pack the Item(s): Securely pack the item(s) in their original packaging. Include a copy of your order confirmation or the RAN email inside the package.
4. Ship the Package: Mail your return package to the following address. We recommend using a trackable shipping service as you are responsible for the item until it reaches us.
   
   Return Address:
   Koolaburra by UGG Shop
   3734 Edgewood Avenue
   Fresno, CA 93711
   USA
5. Processing: Once we receive and inspect your returned item (typically within 5-7 business days after arrival), we will process your request.

Refunds

Timing: After approval, your refund will be processed to your original method of payment within 7-10 business days.

Method: Refunds will be issued via the original payment method (Visa, MasterCard, JCB, or PayPal). Please note that your bank or payment processor may take additional time to post the refund to your account.

Shipping Costs: The original shipping fee is non-refundable. For exchanges, we will cover the cost of standard shipping for the replacement item.

Exchanges

Exchanges are subject to product availability. If the item you wish to exchange for is out of stock, we will process a refund instead.

Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for its return.