Customer Service Policy

At Uggusmalls, we prioritize your satisfaction above all else. As a dedicated retailer of boots, slippers, sneakers, and sandals, we strive to provide exceptional customer service that matches the quality of our footwear—from the moment you browse our website (uggusmalls.com) to long after your purchase. This Customer Service Policy outlines our commitments to you, the channels available for support, and the processes for resolving any concerns, ensuring a seamless and enjoyable shopping experience.

1. Our Service Commitments

We stand by the following principles to deliver reliable and transparent customer service:
  • Authenticity & Quality Assurance: Every pair of boots, slippers, sneakers, and sandals sold on Uggusmalls is sourced from trusted suppliers and undergoes strict quality checks to ensure they meet our standards for durability, comfort, and craftsmanship. We guarantee 100% authentic products—no counterfeits, no subpar replicas.
  • Transparent Communication: We provide clear, accurate information about our products (including sizing, materials, and care instructions), pricing, shipping policies, and return procedures. Any updates to our services or policies will be promptly posted on our website and communicated to affected customers.
  • Timely Support: We aim to respond to all customer inquiries and requests within 24-48 business hours (Monday to Friday, excluding public holidays). For urgent matters, we prioritize swift resolution to minimize any inconvenience.
  • Fair & Flexible Solutions: We treat every customer with respect and fairness. If you encounter issues with your order or products, we will work diligently to find a solution that meets your needs—whether that’s a refund, exchange, repair, or replacement.

2. How to Contact Us

We offer multiple convenient channels for you to reach our customer service team. Please choose the method that best suits your needs:
  • Email Support: For general inquiries, order tracking, returns, complaints, or feedback, please send an email to [email protected]. Include your order number (if applicable), full name, and a detailed description of your request to help us assist you more efficiently.
  • Order & Account Assistance: If you need help with placing an order, updating your account information, or modifying/canceling an order (prior to shipment), you can also contact us via the above email. We recommend including your order confirmation details for faster processing.
  • Post-Purchase Support: For questions about product care, sizing issues, or defects after receiving your boots, slippers, sneakers, or sandals, reach out to our support team with photos (if relevant) to help us assess the issue quickly.
Note: Our customer service team operates during business hours (9:00 AM - 6:00 PM GMT, Monday to Friday). Emails sent outside these hours will be addressed on the next business day.

3. Order & Shipping Support

We want your order to arrive safely and on time. Here’s how we assist with order and shipping-related matters:
  • Order Tracking: Once your order is shipped, we will send a confirmation email with a tracking number and a link to monitor your package’s delivery status. If you haven’t received your tracking information within 48 hours of placing your order, please contact us.
  • Delayed or Missing Orders: We work with reliable shipping partners to ensure timely delivery. If your order is delayed beyond the estimated delivery timeframe (varies by location), or if it goes missing, we will investigate the issue with the courier and update you regularly until the matter is resolved. We may offer a refund or reshipment if the order is confirmed lost.
  • Damaged Packages: If your package arrives damaged (e.g., torn, crushed), please inspect the contents immediately and take photos of the packaging and the products. Contact us within 48 hours of delivery to report the damage, and we will arrange for a replacement or refund.

4. Returns & Exchanges Support

We understand that sometimes footwear may not fit perfectly or meet your expectations. Our customer service team is here to guide you through our returns and exchanges process (please refer to our separate Returns Policy for full details), including:
  • Assisting with return authorization (RA) requests.
  • Answering questions about eligible items (e.g., unworn, in original packaging) and return timelines (typically 30 days from delivery).
  • Processing refunds or exchanges once returned items are received and inspected. Refunds are issued to the original payment method within 5-7 business days of inspection; exchanges are shipped promptly once approved.

5. Product Issues & Warranty

We stand behind the quality of our footwear. For products with manufacturing defects (e.g., faulty stitching, broken soles) within 90 days of delivery, we offer free repairs or replacements. For issues beyond the warranty period, we may provide repair services at a reasonable cost or recommend solutions to extend the life of your boots, slippers, sneakers, or sandals.
To claim a warranty, please contact us with your order number, photos of the defect, and a description of the issue. Our team will review your claim and notify you of the next steps within 3 business days.

6. Feedback & Complaints

Your feedback is invaluable to us—it helps us improve our products and services. We welcome all comments, suggestions, and complaints, and we handle every complaint with care and urgency:
  • When you submit a complaint, we will acknowledge receipt within 24 hours and assign a dedicated team member to investigate.
  • We will provide a detailed response and proposed solution within 3-5 business days. If the issue requires further investigation, we will keep you updated on our progress.
  • We review all complaints regularly to identify trends and make systemic improvements to our service.

7. Changes to This Policy

Uggusmalls reserves the right to update or modify this Customer Service Policy from time to time to reflect changes in our operations, legal requirements, or customer needs. When we make changes, we will revise the "Last Updated" date at the bottom of this page and post the updated policy on our website. We encourage you to review this policy periodically to stay informed about our service commitments.

8. Final Notes

At Uggusmalls, we are dedicated to making your shopping experience as smooth and enjoyable as possible. Our customer service team is here to assist you every step of the way—whether you need help finding the perfect pair of boots, tracking your order, or resolving an issue. We appreciate your trust in us and look forward to serving you!
For additional information, please refer to our Privacy Policy, Terms of Service, and Returns Policy on our website.
Uggusmalls Customer Service Team