FREQUENTLY ASKED QUESTIONS
What currency are your prices listed in?
Our prices are listed in Australian Dollars ($AUD). If you would like to determine the approximate cost in another currency, we suggest you utilise an online currency converter, which will give you an estimate of the cost. Keep in mind that currency rates fluctuate daily, and your card will not be charged until the order actually ships which could result in a variation in the rate on the day of shipment.
How do I know what the correct size would be for me?
Please check the size chart to confirm the right size. Our sizing is listed in Australian unisex sizes. Please note that new ONCEWILD® boots or slippers may feel a little snug and will loosen and mold to your feet after a short duration of time.
Are your slippers and boots really Vegan?
Yes, they are made with synthetic materials and faux sheepswool. Certified by Vegan Australia.
Do you use Vegan materials including glue for your manufacturing process?
Yes, all of our products are made from only vegan materials for peace of mind.
Are you products Vegan certified?
Yes, our products are certified by Vegan Australia.
Why are my slippers or boots creasing, what can I do?
ONCEWILD® uggs are made from syntheric materials so they will wear differently to sheepskin boots. Creasing may develop after the first wear and this is a typical characteristic of the slippers or boots and not a manufacturing flaw. To smooth out creases, we recommend using shoe trees to assist with slipper/boot care maintenence.
Can I track the progress of my order?
Provided that a valid email address was entered when placing the order we will email you after the order is placed. The initial email serves as a confirmation of the order details. Once the order has been processed and shipped by our warehouse you will receive a second email containing the shipping tracking number.
Please note: For any purchases/deliveries made with a partnered retailer, please contact their customer service team direct with regards to any enquiries.
What locations will you ship to?
We currently ship within Australia only. We currently do not ship Internationally.
For customers that are outside of Australia, AUSFF is an independant business (non affiliated) who provide a gateway service for worldwide consumers to explore the potential of purchasing within the Australian market. Simply visit their website at http://www.ausff.com.au to set up your account for an Australian local shipping address. AUSFF will then coordinate and forward all your Australian purchases to you with great international shipping rates. Once you've set up your account and received your Australian address, you can shop away with any Australian retailer/etailer you wish!
How long will it take for my order to reach me?
All items purchased will be processed within 1-2 working days after they have been ordered. (Monday - Friday). Our dispatch warehouse is not open on the weekends or public holidays. If items are ordered late at night, on weekends or on public holidays, the order will be processed on the next business opening day.
Ordered items once they are processed are then collected and sent out via Australia Post, please allow 3-10 working days delivery timing depending on your location within Australia.
All orders will be allocated tracking details once they have been processed, this tracking number will be emailed to you. (Please check your Junk mail and Inbox folders)
Unfortunately once the order has been sent with Australia Post we are unable to control their delivery timings. We also cannot control any delays due to Australia Post backlogs or not operating on public holidays.
How can I get an Exchange or Refund?
Visit the 'Contact Us' page and complete the fields. In the subject line please include your order number and intention eg: Exchange Order #3000. Please refer to our Exchange and Return Policy for the criteria and further detailed information.
Do you offer a lifetime warranty?
The product is guaranteed to be free from defects in workmanship and materials for a period of 2 months from the date of purchase. Manufacturing defects that occur within this warranty period, under normal use and care, will be repaired, replaced or refunded at our discretion.
We do NOT offer any extended warranties or unlimited timeframe warranties on products that have been owned for an extended duration of time and or have been owned and worn extensively throughout the Australian winter or cold climate conditions. Claims on products that are showing obvious wear and tear and have been in the customers possession for several months since the purchase date or the claim timing coincides with being just before or after the first anniversary of the purchase timeframe of product ownership, will be reviewed as a case by case matter to deem if it is a genuine warantable claim or not. Warranty enquiries will be reviewed in accordance with the ACCC guidelines.
You say you are Australian owned and operated is this true as your products are made in China?
We are an Australian brand, our office and warehouse are located in Sydney. We are Australians living and working in Sydney who work with a team offshore who manufacture in China.