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Shipping Policy

SHIPPING POLICY

All orders are processed and dispatched from our Nicholls Rivulet (Tasmania) office.  Your order will be dispatched within 3-5 business days of receiving payment.  Out of stock items will be made and posted within 21 days.  We will notify you within 1-3 days of receipt of order and payment if out of stock and ask for your instructions.

Our online office hours are 9am-5pm Monday to Friday.  If you are concerned about your order please email [email protected] or phone 0419 858 233 and we will get back to you as soon as possible.


For orders within Australia:

Choose from:

  • Flat Rate Post - $15 per order
  • Free - Pick up from our Workshop in Nicholls Rivulet

All orders are dispatched with Australia Post.  Tracking confirmation is provided automatically via email for each order, once dispatched at the end of each day.

 

Additional Information

Please ensure to enter your shipping address correctly as once your order has been dispatched we cannot alter details or re-send incorrectly addressed parcels.

Once items have shipped, they become the property and responsibility of the purchaser.  Please ensure parcel security at place of delivery as stolen parcels are not our responsibility.  If you have any concerns about your parcel please contact us via [email protected] or call 0419 858 233 for assistance.


Disputes

If tracking numbers show the status of the delivery has been successful, but you are disputing you have not received your item(s) then, please contact us and we will help investigate it for you.

If for any reason you received your parcel that has been damaged when on transit then you can contact us, send photographic evidence to credit your claim and we will sort it out for you.

If for example: You have not received your parcel yet but the tracking indicates that the parcel was successfully delivered but you are disputing no one has made delivery then, the customer "you" must contact the Australia Post to investigate this further.  Nicky River Uggs is not responsible for such claim but we can assist in resolving this issue with the carrier.

If this has occurred and you would like us to help assist you resolving your case with Australia Post then please contact us on [email protected] or 0419 858 233.

Refund Policy

RETURNS

We know it can be difficult to choose the perfect product online, which is why we are pleased to provide a simple exchange and refund process.

We are happy to honour our customers with an exchange or refund within 14 days of purchase for any goods, unless otherwise stated. Additional cost may apply if changing to a different style or size.

 Important Things to Note

There are a few important things to know before returning an item:

  • Please contact us before returning items
  • All costs associated with the return and exchange of goods are the sole responsibility of the consumer.
  • The original shipping costs are not refundable.
  • Any customer wishing for a direct exchange or refund must send back the purchased Nicky River Uggs goods in their original and unworn condition in the original packaging with all tags still attached. 
  • All goods will be inspected on return. Any products that are returned that do not comply with original condition standards will be sent back to you at your expense.
  • An exchange must be for goods of the exact same amount or more, not less.
  • For hygiene reasons we are unable to exchange or refund purchases of Innersoles, headwear or socks.
  • Please note that we do not offer refunds or exchange items of footwear that shows signs of wear and tear, stretching, marks or soils.
  • We do not offer refunds or exchanges for change of mind, unwanted gifts or ordering mistakes.

Due to non-refundable fees, all refunds will be less 6% processing fees.

 

How do I return my order?

To return your item to us, please contact us at [email protected] to provide your name and the details of what you would like to return.  Please also provide details of your request - whether a refund or exchange (please detail the item you would like and we will pop it aside for you).

Address your parcel to:

Nicky River Uggs (Returns)
PO Box 76
Snug TAS 7054

Place your ugg boots or slippers or other item neatly in a sealed bag inside a post satchel for added protection during transit.

We recommend opting for a trackable service as we are unable to provide refunds for lost or misplaced items.  Please ensure to record your name and return address on your parcel.

 

I purchased an incorrect size, can I exchange it?

We are happy to exchange size, colour or style on the basis that the item is in original unworn condition accompanied with proof of purchase and tags and returned within 14 days of receiving the item.  Please contact us before returning items to ensure we have what you require.  Additional cost may apply if changing to a different style or size.

 

What if my item arrives damaged or faulty?

We apologise if an item you have received is not in perfect condition.  Please email an image of the item you received, along with proof of purchase and any relevant information to [email protected]

Cancellation / Return / Exchange Policy

CANCELLATION OF ORDER

We are happy to refund the cancellation of your order if you email your cancellation prior to dispatch.  If your order has been dispatched then it is too late and your order will not be refunded.

Due to non-refundable fees, all refunds will be less 6% processing fees.

 

WARRANTY

We stand by our products and offer a total quality guarantee.  Our products will be free from any material defects or faulty workmanship.  However, if a defect manages to slip through undetected prior to sale, this defect will become apparent within 90 days and you will receive 100% of the purchase price by either an exchange or refund.  Wear and tear, however, is not covered by guarantee.

We will assess the product for manufacturing faults. The receipt or other type of proof of purchase will need to be provided.

If a minor fault is established, we will repair the product.

If we are unable to repair the product or a major fault is established, customers may elect to replace the product with a new product of the exact same value or receive a refund.

Refunds and Exchanges are to be made within 14 days of receiving the goods. Exceptions may apply upon further review, at our discretion, of a reasonable claim.

If you believe the goods you received are faulty, please contact us immediately via email ([email protected]) with the following important information:

  • photo of the entire product
  • photo of the faulty area of the product
  • date of purchase
  • a brief summary of the fault.


Variations in colour and texture in sheepskins or its wool should not be regarded as a fault. These are unique traits of a natural product.

Please note that if the returned item is found not to be defective in either manufacturing or materials but rather have symptoms of wear, then you will be required to pay for return of the product to yourself.

Some wear and tear issues not covered by our footwear warranty, regardless of the age of the footwear, include but are not limited to: physical characteristics (uggs are not supportive footwear), toe blow-outs (holes in the toe area), deliberate tears, mouldy/rotten footwear and abusive treatment.


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