FAQ

Ordering questions.....

Is it safe to use my credit card on your web site?
We go to great effort to ensure your shopping experience is safe and secure. Our site employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information. If you are still concerned and wish to place your order over the phone, then please call us during business hours to arrange.

Is my personal information kept private?                                                                      
Down Under Boots considers the information you choose to share with us personal and confidential. We will not share, rent, or sell any of your personal information.

Can I cancel my order?
Customer satisfaction is important to us. We will ship your merchandise as quickly as possible. If your order has not yet shipped, we are able to cancel it for you if you request. However, we shall not be able to process a cancellation once your order has been shipped. Postage fees are non refundable sorry.

What about out-of-stock items?
We make every effort to keep a good stock of all the items on our site. Occasionally, a high-demand item may be out-of-stock. If we are out-of-stock of an item you ordered, we will notify you via email. You may cancel any unavailable merchandise or have a back-order entered at that time.

Payment questions.....

What types of payments do you accept?                                                                                                                                               
We gladly accept Paypal and Credit Cards (Visa, MasterCard) through our secure checkout secured with eWay.  We are happy to accept money orders, direct deposit or personal checks upon prior approval. Please email or phone us to discuss. 

How do I know if you received my payment yet?                                                                                                                            
If paying by Paypal you should receive a payment confirmation email after your payment clears Paypal. If paying by Credit Card your payment will clear within a few minutes and you should receive a confirmation email shortly after you have paid.

What currency are your items listed in?                                                                                                                                             
All of our prices are listed in AU dollars. Currency exchange is handled by your Credit Card Company or PayPal.
Please use our international feature located in the top bar to view prices in your countries currency.

Shipping questions.....

What countries do you ship to?
We ship worldwide. Our choice of Courier Company will vary with location however. This is because we try to keep costs to a minimum and pass the savings onto you. For a detailed explanation of our specific shipping details please check the delivery page.

Who do you ship with?
Domestic orders are shipped with Australia post. If you require insurance please let us know. International orders will be sent express courier with UPS, FedEx or Australia post. This is dependent on location - please see our delivery section for further details. We mark all overseas orders as a gift to help you save on import taxes.

What is the cost of shipping? 
Shipping is free to all Australian addresses. Cost to customers from US, UK, Canada and New Zealand are $25AUD per pair. We ship to all other countries for $35AUD.  We are happy to offer discounts for multiple purchase, so please email us for details.

This is a gift, can you send to another address?
Yes, we can easily ship to a different address. Please enter your details in the billing address and the receiver’s details in the shipping address section during checkout.

Do you allow for local pick ups?
I’m sorry but we don’t do local pick ups because our warehouse facility does not have the proper insurance in place for retail customers.

Selecting my correct size .....

What is a bare foot measurement and how do I take one?
As our footwear comes from different manufacturers, there can be a bit of variation among sizes. In order to make sure your boots fit perfectly, we request that you take a barefoot measurement. After removing all footwear and socks, trace around your foot on a piece of paper. Measure this outline, from the heal to the tip of the biggest toe. Be sure to measure both feet as more than often one foot is bigger than the other.

Can you help me select my size?
Yes, this is what we are good at. Please tell us your barefoot measurement in cm or send us a scanned image of your feet and we will let you know the best fit.

Returns.....

My boots don't fit, can I return them?
All exchanges will be at the discretion of Down Under Boots. Please contact us first if you wish to return your boots. We will provide a return address and instructions and will email you the return authorization form.

How do I exchange items?
The best way to arrange for an exchange is to contact our staff who will give you correct instructions pertaining to your particular order. Every exchange scenario can be different and there may be times when we can help you avoid unnecessary costs of sending your items back to us. All return orders will need to be accompanied by a return authorization form. This will be emailed to you upon request.

I've returned my shoes, when will I receive my refund?
After your shoes have arrived at our facility, our Returns department processes it within 7 business days. We process returns in the order they are received. Once we do, we will send you an email confirmation immediately after your refund is issued.

Will my shipping fee be refunded?
No sorry. The costs to ship your order will not be refunded. This includes a $15 postage and handling fee for all Australian orders.

Taxes and duties....

Will I have to pay Import taxes on my international order?
Because we are such nice people we mark all international orders as a gift to save you having to pay import taxes. This also reduces shipping time by avoiding customs delays. Although his works most of the time, there are cases when your item will be individually selected and you may be subject to these fees.  Please check with your countries customs authorities for more detail regarding importing.

Do you charge GST tax?                                                                                                                                                                   
We are required by  law to implement GST tax on Australian orders only. That means all orders shipped to Australian addresses will incur a 10% sale tax. GST will not be charged on international orders.

I live in Australia but would like you to send this item overseas for me...will I be charged the GST tax on my order? No. Any item being directly sent overseas will not be charged GST.

Other ......

My order was damaged during shipment. What do I do?   
On the very rare occasion this does occur, we will contact the courier and file a claim on your behalf. Please email us with details of your shipment. If there is a replacement pair available, we will make arrangements to ship a replacement as soon as possible.

Are these all UGG Australia boots?
No. UGG is a generic term in Australia used to describe all types of sheepskin boots.
Our brand is made by Clobber Australia, who is one of the oldest and respected manufacturers in the country.

Caring for sheepskin products....

How do I care for my new Uggs?
Your new uggs should be treated with a good water repellent before wearing. They can be gently hand washed in a wool wash mixture when needed. Small stains or scuffs can be spot cleaned with a cloth or soft brush.

How can I deodorize my ugg boots?
This can be achieved very simply by mixing 2 tea spoons of baking soda and 2 teaspoons of cornflour. Sprinkle the mixture inside the boots, shake and let stand over night. Simply remove the excess powder in the morning by turning upside down and shaking. Your boots will be odour free and ready to wear.