FAQ

We specialize in premium men’s footwear including:

• Men’s Formal Shoes (including Oxfords)
• Men’s Loafers
• Men’s Sliders
• Men’s Slippers
• Men’s Trainers
• Men’s Wellies

Our collection balances style and comfort for the modern gentleman.

Our footwear generally runs true to standard sizing. However, we recommend checking the specific size guide for each product as some styles may vary slightly. If you’re between sizes or have particular fit concerns, consider sizing up.

Selected styles in our collection are available in wide widths. Please check individual product descriptions or contact our customer service team for specific availability.

We accept all major credit cards including:

• Visa
• MasterCard
• JCB

We also accept PayPal for secure checkout.

Absolutely. We use industry-standard encryption to protect all transactions. Your payment information is processed securely and we never store complete credit card details on our servers.

We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t yet entered the shipping process.

We proudly offer global delivery services to most countries worldwide. Some remote areas in Asia and other regions may not be serviceable. During checkout, our system will confirm if we can deliver to your location.

We offer two convenient shipping methods:

• Standard Shipping ($12.95 USD): Via DHL or FedEx, delivered in 10-15 business days after dispatch
• Free Shipping: Via EMS for orders over $50 USD, delivered in 15-25 business days after dispatch

All orders are processed within 1-2 business days at our Louisville headquarters.

Once your order ships, you’ll receive a confirmation email with tracking information. You can track your package directly through the carrier’s website (DHL, FedEx, or EMS) using the provided tracking number.

Depending on your country’s regulations, customs fees or import taxes may apply to international orders. These charges are the responsibility of the customer and are not included in our shipping costs or product prices. We recommend checking with your local customs office for specific information.

We offer a 15-day return policy from the date of delivery. Items must be unworn, in their original condition, and with all original packaging. Please visit our Returns page for complete details on how to initiate a return.

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method as we cannot be responsible for lost return packages.

Once we receive your returned item, we’ll process your refund within 5-7 business days. Refunds will be issued to the original payment method. Please note that depending on your bank or credit card company, it may take additional time for the refund to appear on your statement.

Currently, we don’t offer direct exchanges. To exchange an item, please return the original purchase and place a new order for the desired item. This ensures you receive your new items as quickly as possible.

Our Louisville-based customer service team is available to assist you via email at [email protected]. We typically respond within 24-48 hours during business days.

Our customer service team operates Monday through Friday, 9:00 AM to 5:00 PM EST. Emails received outside these hours will be responded to on the next business day.

Ugg Shop is headquartered at 10508 Kovats Court, Louisville, US 40223. This is where all orders are processed and shipped from.