UGG sizing seems to be off lately. Always had the same size UGGs I’ve ordered two pairs of Rocky Oak and they have both been two small in length. Very odd as the usual chesnut colour is fine. Sadly wo... See more
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Bought replacement insoles for my wife's Ugg boots which are great as opposed to ones bought on high st that disintegrate after about a month. My wife says much more cushioning and warmth,thoroughl... See more
Company replied
I love my UGGS, every pair I have are very comfortable and this last pair I purchased, I had to talk to customer service to get an issue resolved. They fixed it very fast and professionally. I really... See more
I had a problem with my product, the customer service team were fantastic in their responses. Hence why I will always purchase from Ugg. I was upset and it was rectified with a replacement item very q... See more
Company details
About UGG
Written by the company
Welcome to the official Trustpilot profile for UGG®.
Thank you for sharing your reviews with us.Our story:
Founded in 1978 by an Australian surfer on the coast of California, UGG® is a global lifestyle brand renowned for it’s iconic Classic boot. Celebrating unapologetic authenticity and bold self-expression, our convention-defying collection represents the very best of footwear, apparel & accessories.UGG® partners with the best global retailers and owns over 140 concept and outlet stores worldwide in key markets including New York, London & Paris. Find an UGG store near you.
Our commitment:
At UGG®, we are committed to playing our part in protecting the planet for future generations. By 2025, we’ve vowed to help retore one million acres of grassland into regenerative farmlands.Learn more about our purpose-driven journey to a more regenerative future.
Our products:
From our iconic heritage collection to innovative new styles designed for all-weather wear, UGG® takes you from season to season in complete comfort. Crafted from high quality materials made to last, our versatile range of indoor and outdoor styles are timeless staples of self-expression.Our Customer Service:
Your feedback is important to us — our Customer Service team is here to help. Contact Customer ServicesFree returns and exchanges are made easy in our online portal. Returns can take up to 15 working days once the parcel arrives back with us. Start a return or exchange.
More information on what our warranty covers and how to initiate a claim.
Contact info
Deckers Europe Limited, , 130 Shaftesbury Avenue,, London, W1D 5EU, United Kingdom
- customerservicesuk@ugg.com
- ugg.com
3.6
Average
16K reviews
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May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Disappointing Quality for Winter Footwear
I am leaving this review to warn other customers.
I purchased UGG winter boots and wore them only once, in normal winter conditions with snow. After a single wear, the boots were completely damaged and became unwearable.
When I contacted customer service, I was informed that the model is not waterproof and that the brand does not consider this an issue. However, these are winter boots sold at a premium price. It is reasonable for customers to expect that winter footwear can withstand light snow without being ruined after one use.
At no point during the purchase was it clearly stated that these boots should only be worn in dry conditions or that wearing them in snow could cause such severe and irreversible damage. Had this been clearly communicated, I would not have made this purchase.
This experience has completely changed my perception of the brand. I will not be purchasing from UGG again, and I would not recommend these products to anyone looking for reliable winter footwear.
11 December 2025
Unprompted review
Reply from UGG
Hi Nie,
We appreciate you bringing this to our attention. We're sorry to hear your boots were damaged after wearing them in the snow. I can confirm that our sheepskin products are not waterproof/ snow proof, we would kindly recommend filtering your search on our website for waterproof options to help find the correct shoe for the intended use.
Kind regards,
Mia
Very good condition
My experience was very good My uggs got delivered in time,true to size Love them
30 January 2026
Unprompted review
Excellent customer service
Excellent customer service, dealt with an exchange by return with good communication on delivery. Would definitely purchase again from Ugg. Thank you
28 January 2026
Perfect loafers
Less that 48 hours from order to deliver of the most perfect pair of Ellis Loafers
29 January 2026
Lovely slippers but just a bit tight…
Lovely slippers but just a bit tight for me .maybe because of the fur or the lace round the slipper not sure .
Very well made and brilliant price .going to look at ugg again for other type .
Returned them for a refund.
Would buy again
29 January 2026
Great service and delivery but bought…
Great service and delivery but bought same size uggs as I’ve already got in a different colour and way too big
Having to return which is annoying
29 January 2026
Au top merci UGG
29 January 2026
Poor Customer Service
I have been chasing a refund for goods returned on the 16th December 2025 to no avail. You can only email the company and nobody replies, the on line chat is a virtual assistant so you literally go around in circles.
Customer services is absolutely non existent. I have now written to their Head Office chasing a refund of £107, I really do not know what else to do but please be wary of purchasing on line.
29 January 2026
Unprompted review
Reply from UGG
Hi Nicola,
We appreciate you bringing this to our attention. We regret to learn of the difficulties you've faced in obtaining your refund. Having taken a look into this for you I can see this has been fully investigated and we do apologise if you are disappointed with the outcome received.
Kind regards,
Mia
Delivered next day
Delivered next day, lovely clogs would recommend this company and product
28 January 2026
Outraged!!
This is an extremely well known brand whose product is not particularly cheap. But I am now SO frustrated at the single fact that during one month of communication I have not been able to speak with one single person!!
Customer services - email only
Live chat - email only
Both of which state it will be
Approx 3-5 days before anyone is able to reply!!
OUTRAGED!!
Paid £120 and still after one month - NO SLIPPERS!!
17 January 2026
Reply from UGG
Hi Natasha,
We appreciate you bringing this to our attention. We are sorry to hear about the frustration caused by the lack of direct communication and the delay in receiving your order. I have passed this feedback on to our Customer Service team who will be in touch shortly to assist further.
Kind regards,
Mia
Nothing delivers to my address and no…
Nothing delivers to my address and no confirmation that it's been left with neighbours? Will be calling tomorrow.
27 January 2026
Reply from UGG
Hi Andy,
We're sorry your delivery didn't arrive and you weren't notified. We appreciate your feedback and will investigate this issue. Our Customer Service team will be in touch shortly to assist further.
Kind regards,
Mia
Great product, delivery lacking
You know with Ugg that you have bought a 5 star product, as usual not disappointed. However, on the wettest day imaginable, DPD, leave a cardboard box wrapped in paper on my doorstep. The result was a soggy mess. Thankfully I caught it before the box was compromised, but only just.
27 January 2026
Reply from UGG
Hi Neil,
We appreciate your feedback and are glad you are happy with our product's quality. We're sorry to hear about the delivery experience and the condition of the package upon arrival. We'll address this with our delivery partner.
If you have any further questions please do reach out to us at customerservicesuk@ugg.com.
Kind regards,
Mia
Drop off
The gentlemen who dropped it off was very polite and waited for me to open the door and did not just leave it on the door step.
28 January 2026
Reply from UGG
Hi Samiya,
We are so sorry your order did not arrive. I have passed this on to our Customer Service team who will be in touch to assist further shortly.
Kind regards,
Mia
Nice
Uggs are great correct order and deliver tracked and in time, I wasn't happy that I did get my points as when I purchased I wasn't registered in the app after registering I enquire if I could have the points it was a flat no 😔 you have to be in your account when purchasing which being my first online purchase I didn't have but you live and learn ....happy with my boots
28 January 2026
The shoes broke in less than two…
The shoes broke in less than two months. Based solely on the pictures provided, the company refused to acknowledge the warranty claim.
On top of that, they refused to accept the shoes for a proper inspection.
I strongly do not recommend this seller.
22 October 2025
Reply from UGG
Dear Joanna,
Thank you for contacting UGG via Trustpilot. I am very sorry your boots sustained external damage.
As you are aware, our warranty covers manufacturing and material defects, but excludes external damage through misuse or as a result of wear and tear.
Detailed information on our warranty guidelines is available here for ease of reference: https://www.ugg.com/eu/de/de/hilfe/garantie/
I have looked into your enquiry and the images provided. From the images we requested it was evident that the fault you identified was the result of external damage.
Your warranty claim was therefore rejected on the basis of the images provided and a warranty inspection was not required in this instance.
I am very sorry we were unable to assist further with your request on this occasion. Please accept my apologies for the inconvenience caused.
Kind regards,
Anne
Uggs so Comfy and stylist
Great easy process to order and purchase, and love my new Uggs.
Bought the black Goldenstar Villa clogs, i do have them in the stone colour and they are so comfy and stylish needed them in black.
27 January 2026
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