FAQ

Ordering questions.....

Is my personal information kept private?
Wild and Wise 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?
Our main payment option is credit card or PayPal. 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 you’ve selected to pay with money order or direct deposit we will contact you to let you know that payment has been received.

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.

Who do you ship with?
Australian 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 will be dependent on location. 

Do you offer discounts for multiple orders?
Yes we are happy to offer discounts for multiple purchase, so please contact 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 facility does not have the proper insurance in place for retail customers. We can however assist with drop off by prior arrangement.

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?
We have a 14 day returns policy on all items however your item MUST be in original unused and unworn condition. All exchanges will be at the discretion of Down Under Uggs. 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 us and 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, your return will be processes 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 packing fee for all Australian orders and $30 for international orders.

Other......

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 Australian UGG Boots, who are a well respected manufacturer in Australia.

Caring for sheepskin products....

How do I care for my new sheepskin boots/Uggs?
Your new boots 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 sheepskin 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