Frequently Asked Questions
1. When will my order ship?
2. Why didn't my order go through?
There are 4 main reasons why an order doesn't go through:
Billing address entered incorrectly. Be sure that the billing address entered on the fields in checkout match the address where your credit card statements arrive (or bank statements if using a debit card). Also, be sure to check that the billing and shipping addresses, if different, aren't reversed in checkout. Be aware also that there is a button to click to indicate separate billing and shipping addresses.
Check that the CVV code on your card is input correctly. The CVV is the 3 digit code located on the back of the card in the signature box on Mastercard, Visa and Discover cards and for American Express it is a 4 digit code on the front of the card.
If you use an international based credit card, the order will not go through on the site as it is not set up to accept foreign billing addresses. You will need to have a US shipping address then call us with your billing information in order to process your order.
There is a problem with your credit/debit card. Please try using a different card.
3. How can I track my order?
4. There are multiple charges on my account from Superlamb. What is going on?
You'll receive exactly one order confirmation email for each successful order placed. If you see more temporary authorizations on your account than order confirmation emails received, do not worry. Temporary authorizations for unsuccesful orders will clear by themselves automatically from your account within 2-3 business days and will never appear on your month-end bill or paper statement. There is no additional action required by either you or us.
We strive to protect our customers from fraudulent charges and as such instruct the banks to check certain data points on each order to determine if a card is fraudulent before the order will be accepted. If an order does not pass all fraud checks, the result is still a temporary authorization even in the event of an unsuccessful order. For common reasons why orders are unsuccessful, view the section entitled 'Why didn't my order go through?'.
The banking system has been set up to place temporary authorizations before performing the fraud check that we ask them to do. This is how purchases are processed for all merchants, not just us, and the placing of temporary authorizations on your account is beyond our control. The best way to remove a temporary authorizations is to simply wait a few days. If there is a dire need to remove a temporary authorization, contact your bank or card issuer and they will tell you how to proceed. Some banks are satisfied with a three way call where the bank representative, yourself and one of our customer service representatives are on the phone to discuss the matter, while others require a document to be faxed to them.
5. Will I receive confirmation when my order ships?
6. Help, I've tried 3 times to order and the site has locked me out!
7. How long does it take for my order to arrive?
UPS Ground Shipping Times (most free shipping items are sent with this method):
8. What's the status of my order?
9. I need to change or add an item to an order. How do I do this?
Occasionally, we won't be able to fulfill your request for a change because the order has already been processed. For cancellations, if an order can be terminated prior to shipment we will also refund the shipping and handling portion of your bill.
10. I need to cancel an order. How do I do this?
Occasionally, we won't be able to fulfill your request for a change because the order has already been processed. For cancellations, if an order can be terminated prior to shipment we will also refund the shipping and handling portion of your bill.
11. How do I know if the item I ordered is in stock (and not a preorder)?
Preorders are accepted as early as 6 weeks in advance of the expected ship date.
12. What is your payment policy with preorders?
13. What is your shipping policy with preorders?
In the event that you have purchased both in stock and preorder items on the same order, the following policies will apply:
Shipping paid by customer: All items will be shipped together according to the shipping service paid for on your order. This means that any in stock item on your order will be held until the preorder item is available for shipping. If this is unacceptable, you may either place 2 separate orders or contact us via email for individual shipping rates.
Free shipping: If your order includes 2 or more items that would individually qualify for free shipping, any in stock items will ship immediately and the preorder items will ship separately as they come available. You can check the home page for the minimum order amount for free shipping; we will use this amount to break up your order. In this case your credit card will be billed the full amount at the time the first item ships. Registered users will see their order status as Partially Filled. If your order contains items that would not individually qualify for free shipping, then any in stock items will be held until the preorder item comes available for shipping.
14. What is your price match policy?
• If package is still in transit or on loading dock - price match in full.
• If shipment is completed and delivered, and within 7 days of delivery – price match in full.
• If shipment is completed and delivered 8 or more days ago – Customer must return item for credit (if within specified timeframe, usually 30 days) and reorder at the sale price.
We on occasion run deep discounted, final sale promotions. If we run one of these promotions and you paid full price and wish for a price match, we gladly do so as long as your pacakge is in transit or has been delivered within the last 7 days. Please note if we price match any item for a new, deep discounted price, you will lose all return and exchange privileges (we will inform you if a price match will make your purchase non- returnable/non-exchangeable over the phone).
1. I'm on your site and I see that there is one pair left of what I want. Can you check for me that it is there?
2. I'm looking for an item that isn't available on the site. Can you help?
3. Why can't I select the size and color I want?
4. When will you be getting more ...?
5. Do you sell real UGGs?
Additionally, we've put together this very thorough and informative guide to help you determine if a site sells counterfit UGG items.
The word UGG is considered in Australia to be a generic term meaning sheepskin boots, and as such cannot be trademarked in that country. That means you may find other companies online that sell 'ug', 'ugh' or 'ugg' boots. Be careful, as many of these are not the authentic UGGS that you already know and love!
In addition to the UGG brand, we do sell other brands of high-quality sheepskin footwear such as Koolaburra.
6. Do you sell wholesale?
7. Is there a limit on the quantities that I can purchase?
1. What are the shipping rates and service options?
Local customers can save shipping costs by picking up an item in our retail store (select 'In-Store Pickup' at checkout for this option).
Occasionally we run free or reduced rate shipping promotions. To qualify for free shipping, an order must meet the minimum purchase amount as indicated and the shipping address must be in the contiguous 48 US states.
1. Do you ship outside the USA?
Yes! We have partnered with Bongo International to handle all international orders. Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.
International customers can save up to 82% off typical international shipping rates by following these four easy steps:
1. Register with Bongo and receive a U.S. shipping address.
2. Enter the Bongo address as your shipping address.
3. Use the credit card that you have on file with Bongo as the payment method.
4. Once the order arrives at Bongo, log into your account to forward to your country.
2. I have a foreign credit card and a US shipping address. How can I order?
1. What size should I order?
Most sheepskin footwear comes in whole sizes only so if you're between sizes selecting the appropriate size can be especially troublesome. By visiting individual product pages, you'll find recommendations on whether you should go up or down a half size for a particular style. Remember, these are general recommendations only and your experience may differ.
Even if you already know your shoe size, we recommend that you download and print out either the Women's, Men's or Kids sizing charts to help you determine your size (Adobe Reader is necessary to view the charts). Using your true size from the size charts, then view the recommendations on individual product pages. This is the most accurate way of sizing your UGGs.
2. How should sheepskin fit?
3. Are UGGs in US sizes?
4. I am a UK/EUR/CM/JAP size X. What size should I order?
There are 2 methods to
determine the size you should order.
Method 1: Determine your US size by printing out the corresponding sizing chart for Women, Men or Kids. You'll need Adobe Reader to view the sizing charts. Then, follow the instructions on the print out to determine your US size and how to select the appropriate size on our site based on our sizing recommendations.
Method 2: Determine your US size by using the tables below. Then, review the sizing recommendations on each individual product page to determine the appropriate size for you. Many of the most popular UGGs are sized large, such as UGG Classic Short and UGG Classic Tall boots, while others are sized too small, so this step is critical.
Note: The following tables should be used as a general guide for international shoe size conversions only. This information is provided as a courtesy only and success in using these charts cannot be guaranteed. Sizing can vary widely based on many different factors, including but not limited to manufacturer's sizing methods, style's sizing, etc.
Also, be informed on how to fit sheepskin footwear as well by reviewing that section above.
|Women's International Size Conversions|
|US & Canada||4||5||6||7||8||9||10||11||12||13|
|Men's International Size Conversions|
|US & Canada||5||6||7||8||9||10||11||12||13||14|
Children's International Size Conversions
US & Canada
1. How do I exchange an item?
In case you do not find what you need, you may still request an exchange with the return of the unwanted pair. If the requested item is in stock at the time we receive your return, we will gladly exchange it for you (please note you will be charged return shipping). You will receive a new order number and the original order will be refunded. If the item is not available, you will be refunded.
If your original method of payment was with Paypal or Google Checkout, we will contact you requesting the return shipping amount.
If you've received a refund from us for an exchange pair, do not despair. New stock arrives several times throughout the fall, meaning you still have a chance to find the pair you need. Continue to check the individual product pages for availability. You can also check 'When will you be getting more...?' for new shipment updates.
2. How do I return an item?
All returns may be sent to Attn: Returns, Superlamb, Inc., 8026 Miramar Rd, San Diego, CA 92126 and must be accompanied a filled out copy of the return form.
Be sure to put the shoe box inside an outer shipping box (not necessary for Koolaburra items) before sending the item back (see the Return Policy section). You may use any carrier you choose (UPS, Post Office, DHL, FedEx) as they all deliver to our warehouse. Parcel Post service with the Post Office is not recommended in January, as the slow delivery times may cause a restocking fee to be incurred.
Please, no packing peanuts. They are unnecessary and take up valuable landfill space.
Please note that we do not pay for return shipping. We are aware that there are other on-line companies that do pay for return shipping, but their prices are often $3-5 higher than ours are. Any package returned to us as refused will be refunded the amount of the order minus $11 for return shipping.
3. What is your return policy?
In the event that any of the circumstances below apply to your return, 75% of the purchase price will be refunded to the original form of payment and the remaining 25% will be refunded in the form of store credit (an online gift code will be issued to you via email):
• Returned item received beyond 30 days of original shipping date (orders placed from July 1 - December 24 must be received, not shipped, by January 24);
• Shoebox used as shipping box;
• Original shoebox not returned;
• Item is returned dirty and can be cleaned. If an item cannot be cleaned, it will be returned to you and your credit card will be charged return shipping.
Should two or more of the above situations occur, the item will be shipped back to you at your expense.
Orders shipped under any free shipping promotion and refused at delivery will be refunded the amount of the order minus $11 for return shipping.
The 30 Day Money Back Guarantee does not apply, and all sales are considered final (non-refundable & non-returnable), on CLEARANCE items. CLEARANCE items are defined as:
• Item(s) purchased was clearly marked as CLEARANCE next to the name of the product;
• Item(s) purchased with a coupon code and a check mark box had to be clicked by the customer acknowledging all CLEARANCE sales final in order to continue with checkout.
The 30 Day Money Back Guarantee will still apply to any other sale or discounted item as long as it is not marked as CLEARANCE.
The manufacturer warranty of 1 year still applies to these items.
4. How do I know when a return has been received?
5. When will my refund be processed?
6. The item I ordered is defective. What should I do?
1. How long are warranties for the products you sell?
1. About Sheepskin
Many of our regular customers have noticed that we sell out quite quickly of the most popular styles of UGG boots. It may surprise you to know that there is a combination of events that together have limited the supply of UGG boots in the marketplace. These factors include (but of course are not limited to):
1. First and foremost, sheepskin is a by-product of the food industry. As people eat more lamb meat, more skins are available to make more boots. If the demand for the meat does not go up, then the number of sheepskins available for making boots does not go up either.
2. A drought period in Australia the last few years has decreased the stock of sheep (or contributing to less than perfect wool that cannot be used for footwear);
3. Not enough customs inspectors at the Long Beach port of entry delaying entry of product into the USA;
4. Unfavorable exchange rate for Aussie and New Zealand farmers (since they are exporters, and the US dollar is currently at historical lows against both the Australian and New Zealand dollar makes US importers have to pay more for the skins);
5. The explosive growth of the UGG and other sheepskin footwear brands since 2003.
All of these limitations have combined to create massive shortages of sheepskin footwear. And that's exactly why we encourage you to place your order early to guarantee you will get exactly what you want!
Because sheepskin is a natural product, there may be irregularities and variations in color and texture. These traits are characteristics of fine sheepskin and add to the beauty and character of the footwear.
Color transference/migration: Darker colors such as black and chocolate require up to 7 times as much dye as lighter colors for the color to take hold. This means the color may come off on your foot when wearing these colors. Do not worry, this is normal and will eventually stop over a few weeks as the excess dye wears off. In the meantime, we recommend vaccumming out the inside of the boots to pick up any excess dye and wearing socks for the first few weeks. As the color transference subsides, try wearing them without socks. If any dye gets on your feet, washing them with bar soap will do the trick to get them clean.
2. What are the benefits of sheepskin?
1. In cold weather (down to minus -30F) the soft, hollow wool fibers act as a natural insulator, keeping your feet warm and comfortable by circulating your own body heat. Wear them in bare feet to take full advantage of this effect. Even if snow or water get down inside your boots, your feet will remain warm if you are not wearing socks.
2. In warm weather, (up to 80F) sheepskin breathes, wicking heat and moisture away to keep your feet dry and at body temperature. The soft fibers act as a natural air conditioner, keeping your feet cool and comfortable.
Stylish. UGG Australia is at the forefront of the sheepskin footwear revolution, and Superlamb is your top internet destination for all things UGG!
1. How do I use UGG Water and Stain Repellent?
Apply to outside of boots liberally, until they are wet but not soaked, and allow to air dry naturally for 24 hours for best results. Use only on twin-faced (suede) sheepskin and cowhide suede only. Do NOT use on leather.
Boots that are worn in the rain or snow for long periods may require more frequent treatments. Damp spots or splotches on the outside of the boots indicate that another treatment is needed.
Even without the use of UGG Water and Stain Repellent, you will find that your feet stay warm when boots are wet.
2. Washing instructions for suede (twin-faced) sheepskin footwear
1. Hand wash using cool to lukewarm water in a sink, immerse boots completely and allow them to fill with water. Do not use hot water as boots will shrink. If insoles are removable, take them out and wash them separately, replacing them when both boots and insoles are dry.
2. Wet a regular 2-sided kitchen sponge (with the scouring pad on one side and sponge on the other). Use a good quality sponge to prevent dye transfer from the sponge to your footwear. Measure 1 bottle cap full of UGG Cleaner and Conditioner, apply directly to the soft side of the wet sponge and scrub the inside of the boot. Do not use the scouring pad side of the kitchen sponge on the outside suede leather too aggressively as it will lighten the color. Use the soft side first to remove dirt and smudges but only use the scouring side when harsher scrubbing is required.
3. Rinse thoroughly in cold water, shake out as much water as you can, turn upside down and allow boots to dry naturally. Do not place in direct sunlight, or use any heated appliances such as a hair dryer or clothes dryer to dry your boots. You can speed up the drying process by placing the boots in the washing machine on the SPIN cycle only (it's safe). After the SPIN cycle is complete, remove boots immediately and stuff them with balled up paper towels (to preserve the shape) and they will dry in about 48 hours.
3. Washing instructions for sheepskin boots with cow suede or leather uppers
1. Hand wash using cool to lukewarm water in a sink, immerse boots completely
and allow them to fill with water. Do not use hot water as boots will shrink. If
insoles are removable, take them out and wash them separately, replacing them
when both boots and insoles are dry.
2. Wet a regular 2-sided kitchen sponge (with the scouring pad on one side and sponge on the other). Use a good quality sponge to prevent dye transfer from the sponge to your footwear. Measure 1 bottle cap full of UGG Cleaner and Conditioner, apply directly to the soft side of the sponge and scrub the inside of the boot. Do not use the scouring pad side of the kitchen sponge on leather.
3. Rinse thoroughly in cold water and allow boots to dry naturally. Do not place in direct sunlight, or use any heated appliances such as a hair dryer or clothes dryer to dry your boots. Stuff boots with balled up paper towels (to preserve the shape) and allow to dry for about 48 hours
4. For the leather on the outside of the boot, we recommend using Australian-made Oakwood leather conditioner after the boot has completely dried.
4. How do I remove excess odor from UGG and other sheepskin boots and footwear?
Method #2: Spray Febreze inside boots, rub into the wool by hand and allow to dry naturally (which should take about 15 minutes).
5. Hard to remove marks on suede (twin- faced) sheepskin footwear
For older stains: If your boots have a dried stain on them, rub corn starch onto the affected area with your finger for about 30 seconds, then remove excess by blowing it off. While this is unlikely to remove the stain completely, it will certainly look better.
Gasoline, oil and road tar: If you get road tar on your boots, allow it to dry. Using a small sharp knife, scrape away as much of the tar as you can, and then using a very fine grained sandpaper (AROUND 220 and up) begin lightly rubbing in a circular motion spreading wider and wider to maintain color continuity. If your boots are darker colored such as black or chocolate, just scrape off the excess and do not sand them.
Oil, grease, kitchen fat, etc.: These substances are difficult to remove, and if allowed to dry, almost impossible. However if the grease has dried, use a very fine grained sandpaper (AROUND 220 and up) and rub lightly in a circular motion spreading wider and wider to maintain color continuity and then rub in dry corn starch. While this is unlikely to remove the stain completely, it will certainly look better. If the oil / grease is still fresh (wet), using a clean paper towel, dab away at affected area until you have removed as much of the substance as you can, allow to naturally air dry. Then sand it lightly and dab in some corn starch.
6. Hard to remove marks on leather based sheepskin footwear
To clean the outside of leather boots, we strongly recommend using Oakwood leather conditioner. This is an excellent product and we have seen it remove severe scuff marks and stains. Just look at the photos below:
|Before using Oakwood Leather Conditioner||After using Oakwood Leather Conditioner|
1. Superlamb's guarantee to our customers
When you order
your UGG Australia boots, shoes and slippers from Superlamb we absolutely, 100%
- you'll receive authentic UGG Australia products and not fakes;
- your order and identity are 100% secure;
- you'll receive prompt and courteous service;
- your order will ship out the same day as long as it's received by 2PM PST;
- we'll accept returns on defective products for 90 days from date of purchase and the manufacturer will accept returns for 1 year;
- if you have to return an item, it will be processed and refunded in a timely manner.
We can guarantee all this because we are an UGG Australia authorized retailer. Just check out the screen shot below:
1. Confirm the retailer's status as an authorized dealer on the official UGG Australia site
Go to the official site ( http://www.uggaustralia.com ), select United States > Retail Stores > Authorized UGG Retailers and search for the retailer by using city and state or zip code (our zip code is 92126). If the retailer is not listed there, then most likely they are selling imitation products. A comprehensive list of all authorized dealers can be found under Retail Stores > Authorized Online UGG Retailers.
2. Check the registration of the site
You can easily do a Whois search on the domain name to see who owns a website address. Some sources you can use are:
If a site's registration is private (no information showing), uses a third party to mask their identity (domain by proxy), or in China, for example, that should raise a red flag. If you still have doubts, map the address listed on the registration by going to Google Maps and click on Street View to verify that the address is an actual business (see below).
3. Check the longevity of the site
Use the Wayback Machine at the Internet Archive ( http://www.archive.org/web/web.php ) to see how long a site has been in business. Sites that have longer histories (several years) are most reliable, while shorter or no history sites are suspect.
For us, you can search for us at www.superlamb.com and you’ll see that we’ve been selling true UGG Australia products online since 1996, and our previous site, superlambfootwear.com, as most of our customers have come to know us, was online 2005-2009.
4. Map the business' location on Google Maps
A good way to determine if a company is legitimate is to use Google Maps' new feature called Street View to view the actual business address. Doing this is like physically visting the business in person.
Using the address listed on the registration (not just the address listed on the site, see above how to get the registration address), go to http://maps.google.com , map the address and click on Street View. We've done this for many addresses and found many strange things, including one address to be an abandoned, burnt out row house in Baltimore!
5. Check fraud forums
A few good sites you can use to investigate complaints against sites selling imitation UGG Australia products:
6. Avoid sites that use the word 'ugg' in the website address
This is the easiest way
to determine if a site sells imitation UGG Australia products. Sites selling the
true UGG Australia brand are unable to legally use of the name 'ugg' in their
website addresses or in their company name.
- Many counterfeit websites exist with the word 'ugg' in their website address and sprout up faster than the lawyers can take them down. These sites illegally use official UGG Australia product and marketing photos to sell their own imitation products.
- You'll also find Australian companies using the word 'ugg' in their website address too. The Australian government determined in a case years back that the word 'ugg' is considered a generic term in Australia and therefore cannot be trademarked. These companies typically do not sell counterfeit products, and are legally using the ugg name in their website addresses. However, they do not sell the true UGG Australia brand as trademarked in the US and other countries.
7. Beware companies that don't sell UGG slippers
Suspect sites are those that have incomplete product lines; that is, they sell only the most popular boot styles and don't carry any slippers, men's products, water and stain repellent, etc.
8. Check for the 's' in 'https:' on the checkout page
Legitimate sites use secure socket layer (SSL) technology to encrypt and accept orders. If you go to a site, start the checkout process and do not see the URL in the address bar turn from http: to https: and a small lock icon next to the address bar in the browser window (Internet Explorer 7.0 and higher), the site is suspect. Many sites now get around this issue by redirecting a customer to a checkout process on a third party server altogether, which indeed may be secure. Never order from a site that does not have it's own SSL security certificate, as you'll receive an order of fakes (if anything at all).
9. Look out for sales on current, non discontinued styles before Christmas
If the larger online companies such as Zappos and Nordstroms have similar prices and you see heavily discounted prices on other sites, just remember, if the price sounds too good to be true, it probably is.
10. Verify the shipping company and shipping time for an order to arrive
If they use shipping carriers you've never heard of or have excessive delivery times to the USA, then they do not sell the true UGG Australia brand.
11. Scrutinize their contact information
If no phone numbers or addresses are listed or if they are located in China, for example, that should raise a red flag.
12. Avoid companies asking for payment by cashiers check/money orders or accept payment by Paypal only
These companies may scam you and essentially you have no recourse.
13. Stay away from sites that claim to be members of the Better Business Bureau (BBB) and you cannot click the logo for verifcation
Also check for other clues such as Verisign images, Paypal images or other security claims that are not clickable and therefore not verifiable.
14. Steer clear of sites that tend to use paid ads exclusively
The paid ads appear on the right hand column of Google, Yahoo and Bing when you do a search. Generally you won’t find these companies listed in the main search results.
15. Watch for poor grammar
Imitation sites are hastily put up and written using poor English.
16. Shun sites that put the UGG style numbers directly before the style name
Typical tactic to trick customers into thinking that they're looking at the real deal.
17. Avoid sites that show pictures of footwear with 'hangtags' or with boxes in the background
The true UGG Australia brand does not clip hangtags to their products. Pictures with shoe boxes in the background are used by counterfeit sites trying to convince unsuspecting customers that their products are legitimate.
18. Be cautious of sites that offer to sell wholesale
Imitation sites often try to sell wholesale. There's only one way to get the true UGG Australia brand wholesale, and that's direct from the manufacturer. They do not use middlemen.
19. Inspect the sole (expand for photos)
Often times the sole is
the easiest way to determine an imitation UGG Australia product. Please note:
Starting fall 2009, Deckers Outdoor Corp. (the manufacturer of the UGG Australia
brand) will start shipping Classic boots with a new sole pattern. The pattern is
based on the sun logo and has been patented to help stop the proliferation of
imitation product on the market.
Currently, imitation products may have soles that:
- are thinner (usually 1/4" compared to 1/2" for authentic UGGs);
- if not thinner, are noticeably heavier and clunkier;
- have lettering saying 'UGG' that are raised too much or not enough (or in a different typeset);
- have overexaggerated texture between the ridge pattern;
- have ridges that are disjointed and don't meet up cleanly with the heel or toe;
- lack the trademark symbol after the word UGG®
20. Inspect stitching (expand for photos)
Look for mismatched and poor stitching, tell tale signs of an imitation product.
1. Who was the founder of UGG Australia?
Brian Smith brought the now famous UGG boot to the USA in the 1970s. Below is a photo of him in our shop, he and our owner are actually quite good friends!