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FAQ
- Do I need an account to purchase
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No, you don’t need to register to shop online at Up2ugg.com. However, registering makes checking out faster as your details come up automatically. You will also be able to track your orders and review past purchase.
- I am having general problems accessing or buying from your website
- We continually monitor our website, however, occasionally technical problems occur. Please contact customer enquiries at csc@Up2ugg.com
- What forms of payments do you accept
- Credit Cards – Visa, Mastercard
Paypal
Bank Transfers – Please email us for bank details if you choose this one
- How will I know when payment has been deducted
- Payment is automatically debited at the time of purchasing
- Problems processing my order
- Please ensure that you enter the correct billing address. The most common problems occur when customers fail to enter the full ‘Billing Address’ .
Please also ensure that you enter the Card Holder Name correctly (as seen on the card) as this can also prevent an order processing.
- What shipment methods do you offer, and how long will my order take
- We ship order via EMS, TNT, DHL usually. International order will take 5-9 working days from purchase. We do not deliver to PO boxes as a signature is required on delivery.
- What are your shipment costs
- Delivery and postage is free on all the orders. This applies to the following countries only.
Australia, Belgium, Canada, Denmark, Finland, France, Germany , Greece, Greenland, Hong Kong, Ireland, Japan, Korea, Luxemburg, Malaysia, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United Stated
The goods will generally be delivered within 12-24 hours of acceptance of the order. We do not
Please check with our shipping policy for more details.
- Will I need to sign for my order on delivery
- Yes, all deliveries must be accepted in person and signed for on delivery. If you are not in when the item arrives, the courier will leave you a card and you can ask to arrange another day for delivery.
- How can I track my order
- We will email the tracking number once your product is dispatched, please check your email box frequently.
- How do I cancel my order
- Please email to csc@Up2ugg.com within 6 hours of purchasing, you will be notified of the refund via email once successfully cancelled. Please note: we are unable to cancel an order once we have shipped it.
- What is your return policy
- We are pleased to refund unworn and unmarked goods accompanied by the purchase invoice within 14 days of the receipt. You must return the goods to us in unused and otherwise re-saleable condition in the original packing. We strongly recommend you try the goods on a carpet to avoid any marks or scratches.
In accordance to your rights we will be pleased to exchange or refund where goods are found to be defective.
Unfortunately we are unable to provide refunds if the goods have been worn and you have you have changed your mind or if goods have been damaged after purchasing.
If returning the goods, the costs will be at your expense unless the goods are defective. Please provide your order reference number stating whether you would like an exchange or refund, and send email to csc@Up2ugg.com. Our staffs are glad to help you.
Please note we will issue full refund or reship the item without any extra cost in the event that the goods purchased are faulty.
Refunds will be processed within 12 hours once we receive the goods and will take a couple of working days to reach your account.
Please refer to Easy Returns for more information on our return policy.
- What happens if my product is faulty on arrival
- Please let us know immediately and send it back to us. We will reship the same item or issue full refund.
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