FAQ

Orders & products

Are your products authentic?

Yes, 100%. We buy only from authorised channels and inspect every item before shipping. See our authenticity guarantee.

Are the products new?

Yes. Every item is new, unworn and comes in its original box with all tags.

How do I choose my size?

All shoe sizes are EU sizes. Each product page shows the UK/US equivalent and a fit note — UGG boots and slippers run generous, so if you are between sizes choose the smaller one. Not sure? Message us before ordering.

Can I change or cancel my order?

Contact us as soon as possible at [email protected]. If your order has not been shipped yet, we can change or cancel it free of charge.

Shipping

How long does delivery take?

Delivery usually takes 7–14 business days depending on your country. See shipping & delivery.

How much is shipping?

It depends on the destination and is shown before you pay. Free shipping from €200.

Will I pay customs fees?

Not for deliveries within the EU. For the UK, Switzerland and Norway, import VAT and duties may apply on delivery.

Payment

Which payment methods do you accept?

Apple Pay, Google Pay, Visa, Mastercard, American Express, Klarna and more. See payment methods.

Is it safe to pay on your website?

Yes. Payments are processed by Stripe with bank-level encryption; we never store your card details.

Returns

Can I return an item?

Yes — within 14 days of delivery, unworn and in its original box. See returns & refunds.

When will I get my money back?

Within 14 days after we receive your return, to your original payment method — usually much sooner.