FAQ

 ARE YOUR BOOTS GENUINE UGG BOOTS?

“UGG” is a generic term for sheepskin boots in Australia and New Zealand. It is not a brand name. Most of our boots are made of genuine Australian Merino twin face sheepskin. Some are made of suede and sheepskins. They are stated in the item description.



 ARE YOU A GENUINE FACTORY OUTLET?

Yes, we are an Australian factory that has been making ugg boots for 30 years. We export our products to international market and also wholesale to retail shops in most states in Australia.



 HOW DO I KNOW WHAT SIZE FITS ME THE BEST?

It is recommended to wear the boots “snug” at the beginning as the boots do stretch a lot. As you wear them more, the fur will mold to your feet shape and give you perfect fit. Please refer to the Size chart on Item listing page. If you are still not sure, contact us and we will help you.



 HOW DO I MAKE A RETURN OR EXCHANGE?

The exchange and return process in “the ONE Australia” is simple and easy. Whether you would like to exchange your item or receive a full refund, we will always make you satisfied. Detailed instructions are shown below.

 

1. Please make sure the exchange or return items are in original conditions. 
2. Send us a email or fill Contact Us form. We will email you approval in 2 business days.
3. Return your items to us in original packaging with all labels and tags attached.
4. Once we receive your items, we will send you a confirmation email. Exchange or refund will be made within 2-3 business days.



 DO I HAVE TO PAY THE POSTAGE FOR RETURN OR EXCHANGE ITEMS?

We will cover the domestic return postage for faulty or damaged products, or any other mistakes made by us. For any other reasons, you will need to pay the postage at your own expense.



 HOW CAN I KNOW THE AVAILABILITY OF PRODUCTS?

All of our items are in stock unless the color or size is not displayed on “The ONE Australia” page. If you have any further doubts, please feel free to ask us.



 HOW LONG DO I HAVE TO WAIT IF AN ITEM IS OUT OF STOCK?

This really depends on the product type. You can sign up for stock notification. We will let you know immediate once the item is in stock.



 WHAT PAYMENT METHODS DO YOU ACCEPT?

Currently we accept Paypal, bank deposit or Cash on pickup.



 WHY THE ACTUAL ITEM LOOKS DIFFERENT TO THE PICTURES ONLINE?

As all of “The ONE Australia” products are made by natural sheepskins, occasional slight imperfections might exist. However these minor faults do not have any influence on the products in any form. Furthermore, minor variations may occur due to different screen resolutions. We appreciate your understanding.



 HOW TO MEASURE THE SIZE?

The easiest way to decide the perfect size would be drawing the outline of your barefoot on a piece of paper and measure the length from the longest toe to the back of the heel. You can also check the size chart on our page.



 HOW SOON CAN I RECEIVE MY ITEM?

Once we confirm your payment, we will dispatch your order in 2 working days. Usually you will receive your item in 3-5 working days after dispatch. The exact time varies depending on different locations.



 WHAT SHIP METHODS DO YOU USE?

To ensure safe delivery, Australian domestic orders will be shipped via Australia Post or courier service. International orders will be shipped via Quantium.



 WHERE ARE YOUR PRODUCTS MADE?

Our natural sheepskins are 100% originated in Australia. Most of “The ONE Australia” products are produced in Australia, while some of them are made in China. Please check detailed descriptions under each item. Furthermore, our products do not have any connection with the American Decker’s brand “UGG Australia”.



 CAN I MAKE CHANGES TO MY ORDER?

If you change your mind for any reason, please contact us immediately. We can modify your order if we haven’t processed it. However as we process each order efficiently, once we ship your order, we cannot modify it. 

If you still wish to make a change, you can send your items back at your own expense after you receive the parcel. We will do the exchange for you. Please be noticed that product exchanges will be depended on the stock availability. The aim of “the ONE Australia” is to make each customer 100% satisfied.



 WHAT ARE THE SHIPPING RATES?

We provide fixed shipping cost $10 per order to all customers in Australia. For International customers, the shipping rates vary depending on different countries. Please contact us for further information.