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Customer Service

FREE Worldwide Shipping & Delivery

See our Shipping & Delivery page for more details.

Accepted Cards, Privacy & Security

This website takes the most advanced precautions in order to protect our customers personal information when interacting with the Fluffy Footwear website. All information is encrypted and is protected with a 256 bit SSL certificate ensuring the utmost safety of your details. Our servers where personal information can be stored are kept in a secure managed hosting environment . We do not store any credit card details.
eWay - Securing Transactions
We use eWay for our transaction processing. eWay are one of the most trusted and established credit card processing facilities in the World. Shop safe with us.
SSL Secure and Identity Authorized by COMODO
The corner of trust is the Comodo security seal guarantee of authenticity comes with 256 SSL encryption on all shopping cart transactions. Comodo are one of the premier SSL certificate issuers. Shop secure with us.

Returns & Replacements

Our customers naturally want to receive their boots from us, in new, unworn, undamaged condition. For this reason, after receiving your boots, we request that you try them on, and satisfy yourself that the fit is OK. If the boots do not fit, please immediately return them to us without further wear, and we will send you a replacement pair subject to size availability.
As Uggs are most often worn without socks (sheepskin breathes well, making them perfect for this type of wear), consequently if a customer has worn the boots more than to try them on, obvious hygiene issues prevent us from being able to resell the boots, and therefore accept returns (unless a fault in manufacture has occurred). Uggs will stretch slightly with wear, so a snug fitting pair will loosen slightly, but if the boots are not comfortable, we do not recommend relying on stretching to address the size issues.
Returns or exchanges are permitted, provided the customer purchased the product through our website and it is within 30 days of the original invoice date.
Shoes must be free of wear and tear, and have been tried on only for fitting/checking the size, and must be thoroughly cleaned so that all dirt and debris is removed. Dirty shoes will be returned to the customer, without further evaluation.
An email must be sent to info@fluffyfootwear.com.au to inform our staff that you plan on returning a pair and the reasoning behind such return.
All shipping for return of boots are non-refundable, unless a manufacturing fault or other fault on the part of Fluffy Footwear has occured. Once we receive the item back (shipping charges must be paid by customer for the return), we will ship your requested exchange item back to you without charging any additional shipping fees.
All standard delivery packages are sent via Quantium Solutions for UK Customers, and Australia Post for all other locations, and Fluffy Footwear is not responsible for packages lost in transit. For Express Delivery, a full internet tracking service is provided, and Fluffy Footwear will fully refund you for any parcels lost in transit.
Once we receive your return, please allow up to 15 business days to complete your return or exchange.

Refunds

For customers requesting a refund, these will typically be granted as long as the item is received undamaged / unworn however refunds will have international shipping fees (incurred in originally shipping the item to you) deducated from the purchase price - unless the reason for the return / refund involves fault on the part of Fluffy Footwear. An online Footwear store is not like a physical store, so for you to "try on" a pair of boots, we must pay to send the boots to you, so returns for convenience or due to size problems (where you do not want a replacement pair, and wish to cease the transaction at that point) will have shipping costs deducted. For the avoidance of doubt, the customer assuming our Ugg Boots are made by Ugg Australia or a different Ugg supplier will not be grounds for not deducting shipping charges from the refunded amount.

Typically for USA or EU, orders these shipping charges will amount to approx $25 - $35AUD, so refunded amounts will be the purchase price less this figure.

Ordering

Our shopping cart system is secured with an SSL 128 Bit Certificate from Comodo. Comodo is one of the Worlds best known certificate providers and they secure many thousands of ecommerce websites. The ordering process is very simple and easy with our shopping cart.

Payment, Pricing

We strive to offer the best prices possible. Should you find a better price available on a website (not ebay or auction site) then simply inform us and we will make every endeavor to match or beat the price. Please note: this is not a price matching guarantee, but in most cases we will match or beat our competitors prices. Remember our Uggs are 100% Australian sheepskin and not an inferior brand of ugg like some of our competitors.
If you pay through PayPal then all payments will be processed in US Dollars ($USD). If you pay through EWay, our normal default payment gateway, then all payments will be processed in Australian Dollars ($AUD) and through our bank, and this will likely be reflected on your bank statement. We do show your local domestic currency however to ensure you are aware of the full price you will be required to pay. Currency rates are typically updated weekly to mirror daily International rates a best as possible to replicate current market rates, with a slight skew in the customer's favour to ensure any variations do not affect you. If you feel the rates are slightly off then please email us.

Customs Fees & Tax

UK customers - not all customers in the UK are charged UK Tax or Duty so we do not add a universal fee for all customers. Many however are, and typically this does not exceed 13 pounds. If you do not wish to pay UK duty or tax, please do not purchase through our store. Usually customs processing is a straightforward matter and does not affect delivery, however for some customers, a few days delay may be added while this occurs.

Most non-UK EU and other destinations do not have customs fees or taxes applied, but we recommend consulting your local customs authorities to ensure you understand your local customs arrangements. We will typically list the value of your good on consignment documentation with the price less our shipping and handling fees, as you should only pay any fees applied on the value of the boots themselves (not on courier fees), so the invoice attached to your parcel will show this reduced price. This is done to ensure that in the event that you are required to pay these fees, that they apply to the value of your boots only and not peripheral fees and services provided.

Please note: our boots are shipped from Australia.

Viewing Orders

Simply login using the "log in" link present in the top right corner. Once logged in you will be able to view all of your current and past orders easily through this interface.

Updating Account Information

Simply use the link in the top right corner to login to your account and you can alter your contact details and all of your information. You can also view all of your past orders and details.

Our Ugg Brand

We are not affiliated with the Deckers Outdoor Corporation or their brand of Ugg Australia boots. Fluffy Footwear manufacture ugg boots with unparalleled quality and style. These boots are made from the finest 100% natural grade A quality Australian sheepskin. We refuse to sell inferior made products like some of our competitors. When you purchase from fluffy Footwear you can rest assure that you will receive the BEST Australian Uggs & sheepskin footwear.

How to care for your boots

Sheep skin is a material that should be cleaned gently. Ugg boots should never be put in a washing machine or a dryer. Hand-wash your ugg boots in a warm water, using an approved wool detergent. You can use a soft brush for scrapping. To dry, place your uggs in the shade, away from heat or direct sunlight and allow drying out slowly to retain the soft, supple finish. Sheepskin footwear does shrink slightly after drying out, but will get back to normal after just a few wears. Once the boot is dry, lightly brush the cleaned area with a suede or nubuck brush. Brush in one direction only. If you follow these directions, your ugg boots will look fantastic for years to come.

Imperfections in sheepskin

One reason ugg boots look and feel wonderful is the sheepskin used to make each pair. Sheepskin is natural and funnily enough, from sheep. This means there are sometimes inperfections, irregularities and differences in colors. It is this that makes the ugg so wonderful, so natural and so organic. Not everything in the World is perfect and its important to note we cannot make sheep perfect.

Company Information & Contact Details

Business Name: Fluffy Footwear
Australian Business Number (ABN): 533 59 286 449
Address: 5 Aviemore Ave, Park Orchards, Victoria, 3114, AUSTRALIA

Email: info @ fluffyfootwear.com.au

Returns Address

Business Name: Fluffy Footwear
Address:
P.O. BOX 140 ,
Canterbury, Victoria, 3126,
AUSTRALIA

Email: info @ fluffyfootwear.com.au