Shipping Policy

At Koolaburra by UGG Shop, we’re dedicated to bringing comfort and style to your home and wardrobe. We want you to love your purchase, but if something isn’t quite right, our straightforward shipping and returns policy is here to help.

Shipping Information

We’re proud to offer international shipping to most global destinations (excluding Asia and some remote areas).

Returns & Exchanges Policy

We want you to be completely satisfied with your Koolaburra by UGG purchase. If you’re not happy with your items, we offer a simple returns and exchange process within 15 days of receiving your order.

Non-Returnable Items

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

• Bath Accessories (including loofahs, brushes, and personal care items)
• Bath Rugs & Mats
• Bath Towels

Return Conditions

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

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

Step-by-Step Return Process

1. Initiate Your Request: Within 15 days of receiving your order, email our customer service team at [email protected] with your order number and reason for return.
2. Wait for Authorization: Our team will respond within 1-2 business days with a Return Authorization Number (RAN) and instructions. Please do not ship items 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 to:
   Koolaburra by UGG Shop
   3734 Edgewood Avenue
   Fresno, CA 93711
   USA
   We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.
5. Processing: Once we receive and inspect your return (typically within 5-7 business days after arrival), we’ll process your request.

Refunds

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

Method: Refunds are issued via the original payment method (Visa, MasterCard, JCB, or PayPal). 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’ll 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’ll 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’ll arrange for a replacement or refund and provide a prepaid shipping label for its return.