FAQ

Q：What is an "ugg boots"?

A: "Ugg boots, or simply uggs, is a generic term for a type of sheepskin boot for nearly 200 years." (Source : Wikipedia) The term allegedly comes from the way the boot "hugs" the foot and leg. Click http://en.wikipedia.org/wiki/Ugg_boots if you want to learn more about the history of Ugg boots.

Q：Why are the Ugg boots on your web site cheaper than those on other sites?

A: We get the boots directly from the factory. Moreover, we don’t need to pay tax fees home and abroad. So our price is reasonable.

Q：How can I make a return or exchange?

A: Please read our Return and Refunds Policy for more information.

All packages should be sent via a trackable method. CozyFoots is not responsible for packages lost in transit.

Q: When will my order ship?

A: It normally takes 2 to 4 business days to process and 12 hours or 24 hours to supply the tracking number.  The shipping time usually takes 7 to 14 working days to arrive, but will be highly depended on the courier company and customs work/duties.

Q: Do you have this item in stock?

A: All available stock is listed on the website. If an item is showing as out of stock on the website, then it is out of stock. If the product you are interested in is out of stock and we are expecting it back in then you may have the option to request a 'Notify Me'. When this item comes back into stock you will then automatically be notified by email that you can now purchase it.

Q: Are duties & taxes and brokerage fees only charged on the merchandise?

A: Delivery to international countries requires the consignee of the package to be responsible for all duties, taxes and brokerage fees as mandated by the Government of where the shipment is received. Please check with your local agency for details on estimated fees. CozyFoots is not responsible for duties and taxes. The customer is responsible for these fees. The recipient of the package is responsible for all duties & taxes and brokerage fees. Duties & taxes and brokerage fees are not included in the shipping & handling fee we charge. Please check with your local agency for details on estimated fees.

Q: What happens if I refused delivery on an international package?

A: If an international package is refused for any reason, we will not refund the customer for the merchandise nor shipping & handling charges. We do not pay for return shipping when the package is abandoned internationally.

Q: How do I care for my UGG sheepskin product?

A: Sheepskin is naturally water resistant and therefore small amounts of moisture will not seep through or damage it. To clean please carefully follow the below instruction:

Hand wash only. DO NOT use a washing machine.

Moisten entire surface of sheepskin footwear with clean, cold water.

Dilute Cleaner and Conditioner with 1/2 water and 1/2 Cleaner & Conditioner

Apply a small amount of diluted Cleaner & Conditioner to a clean, wet sponge. DO NOT apply Cleaner & Conditioner directly onto the footwear.

Gently scrub to clean entire area. Sheepskin has a delicate surface, which can be damaged if scrubbed aggressively, or with undiluted concentration.

Rinse in clean, cold water, do not soak boot.

Lightly stuff with paper to hold shape, and allow to dry naturally and slowly. DO NOT dry in direct heat or sunlight.

Once footwear is dry, lightly brush with with a very soft suede/nubuck brush in one direction only.

With proper care and cleaning, you can expect your footwear to last longer, but we do not guarantee that it will remove all stains nor prevent stains from occurring.


Q：Can I wear my boots in the rain or snow ?

A: Sheepskin is naturally water resistant, and therefore small amounts of moisture will not seep through or damage it. For more complete protection, we recommend treating products with a Stain and Water Repellent. Boots/shoes with full grain leather uppers are waterproof, but it is still recommended that they be treated.

Q：How do I choose a correct size?

A: Ugg boots are designed to be worn bare-fit, providing luxurious feel of sheepskin against your skin. Because of the unique properties of wool fibres, the boots will mould to the shape of your feet, resulting in unique personal fit that can not be substituted by any other footwear. Initially, the ugg boots and other sheepskin footwear should fill snug/firm around your fit. This will allow the wool to compress and for the boot to change its shape to fit with the unique form of your foot, resulting in the perfect fit and maximum feeling of warmth and comfort, provided by the premium quality materials used in lotus footwear.
If you are not sure about your size, just measure your biggest foot from the back of the heel to the tip of your longest toe and use this measurement and the size chart below to workout your size. For example, if your biggest foot measures 25.4 cm (10") you should select AUS Men¡¯s size 7 or AUS Ladies size 9.
Our ugg boots and slippers are available in full sizes only. If your feet fall between the sizes, we suggest you go up to the next size. Otherwise, choose your regular shoes size. Please do not go down in size.women's sizing chart

Q：What is the colour of the product?

A: SNUG Australia aims to include up-to-date pictures of all products on our web site.

We make every attempt possible to reflect the actual colour of the products in the images presented on this web site. However, ugg boots and other sheepskin products may exhibit some irregularities and variations in colour and texture. These variations are characteristic of the sheepskin and add to the beauty and character of the footwear.

The accuracy of the images displayed also depends on the type of monitor used and the computer settings. Where possible, multiple views of the product are provided, to minimise any discrepancies.

Q：Warm Tip

A: Warm Tip: UGG Boots are made of high quality, genuine sheepskin with premium fleece. However, it will prone to be torn if you run into with wholly strength when you feel a bit tight. In a Hot-sale season, sometimes, items are checked and packed when they just be made, So it is normal that there is a little strange odor when you open up your package. It will fade away after being kept in a well ventilated place for a certain time.