Frequently Asked Questions

About UGGrenew

What is UGGrenew?

An UGG Classic Boot repair and restoration program.

How is UGGrenew sustainable?

The ambition of UGGrenew is to enable our customers to love their product for longer. We are so excited to offer this to our customers, as the quality and longevity of our products are important to us.

The UGGrenew program uses a formulation which is made with naturally derived detergents, emulsifiers, and preservatives. It includes lanolin and coconut oil to help condition the leather as well.

Do you use original UGG materials?

Yes. UGGrenew is the only repair program approved by the UGG brand. Our partner, NuShoe, is authorized to use original UGG soles and replacement parts.

Do I pay for shipping?

No. Roundtrip shipping is on us! Shipping is free using the provided UPS shipping label.

How do I know if my boots are authentic UGG Classic Boots?

To confirm the authenticity of your Classic Boots, please visit our anti-counterfeit page. If you are still unsure, you can contact us at info@uggrenew.com and send a photo of each side of your boots. Our team will review and advise if they are authentic UGG Classic Boots.

Will this stain come out?

Sheepskin is a very delicate material. Our shampooing process uses all-natural soaps and oils, along with hand brushing and steam cleaning. Bad water stains, salt stains, grease, sugar, paint, bleach, or other chemicals may or may not come out during our shampooing process. We do our best, but we cannot guarantee that any stain will come out.

Our team of craftsmen will use all the tools and resources at their disposal to ensure we get your UGG Classic Boots back to like-new condition. If you are not satisfied, NuShoe offers a One Year Limited Warranty against defects in workmanship (i.e. soles separating, stitching coming undone).

What can you do for the footbed?

We will shampoo, disinfect, and comb the shearling to restore the knap on your boots.

Replacement insoles can be purchased at https://www.ugg.com/care-and-cleaning-products/

Why do you only carry Black, Grey, and Chestnut sole colors?

We are really excited to launch the UGGrenew program, but as it is in the initial phase, we will only be able to carry these three colors. We hope to expand this selection in 2022, so please continue to look out for updates!

 

Can you put a different color sole on my boot?

UGG boots are carefully crafted and manufactured with the original design in mind. To ensure we preserve the high quality of UGG products, we will only replace soles and bindings with the original colors intended for that product.

How do I care for my UGG boots?

At UGG, we aim to make quality products that last. We are delighted you are looking at how to care for your boots.

For at home repair, we recommend using original UGG cleaning products which can be found here: https://www.ugg.com/care-and-cleaning-products/

For more substantial care, try the UGGrenew program to give your boots an extra bit of TLC!

Why are you only doing UGG Classic Boots?

We are really excited to launch the UGGrenew program, but as it is in the initial phase, we will only be able to repair UGG Classic Boots. We hope to expand this as we develop the program, so keep an eye out for updates!

You can still do an at-home repair for other UGG shoes. We recommend using original UGG cleaning products, which can be found here: https://www.ugg.com/care-and-cleaning-products/

Do I have to provide proof of purchase to use this service?

No. Simply send in your authentic UGG Classic Boots.

 

What happens if you cannot repair my shoes?

Occasionally, our inspectors determine that a boot is beyond repair. If that is the case, we will return your shoes to you at no cost.

Also, our inspectors occasionally determine that a product is not an authentic UGG Classic Boot. If that is the case, we will return your shoes to you at no cost.

If you have questions about whether or not your UGG boots can be Renewed, Restored, or Refreshed, we recommend emailing a photo to info@uggrenew.com and we’ll come back to you as soon as we can with a response.

If you are unsure, please do not mail your UGG Classic Boots. Unrepairable boots will not be processed and will be shipped back immediately.

Why does UGG offer this program?

At UGG, making quality products that last is a key part of our brand identity, and we are happy to help consumers extend the life of their beloved Classic Boots. By offering this program, we partner with consumers in the commitment to prioritize quality and longevity in fashion.

What type of shoes do you Restore, Renew, and Refresh?

UGG Classic Boots in the following styles and colors:
Styles: Ultra Mini, Mini, Short, and Tall
Style numbers: 1016222, 1116109, 1016223, 1016224, 1002072, 5800
Colors: Chestnut, Black, and Grey

Which service do I need?

We offer three options:

  • UGG Classic Renew (Resole, shampoo, and binding replacement) for $80
  • UGG Classic Restore (Resole and shampoo) for $60
  • UGG Classic Refresh (Shampoo only) for $40
Can you repair this?

If you have questions about whether or not your UGG Classic Boots can be repaired, we recommend emailing a photo to info@uggrenew.com and we’ll come back to you as soon as we can with a response.

If you are unsure, please do not mail your UGG Classic Boots. Unrepairable boots will not be processed and will be shipped back immediately.

Do you fix holes or rips in the upper leather (main body of the shoe above the sole)?

Unfortunately, we cannot repair holes or rips in the leather. If you are not sure, feel free to email a photo to info@uggrenew.com and we’ll come back to you as soon as we can with a response.

How many times can I repair my UGG Classic Boots?

UGG Classics are made to last. As long as the upper leather (main body of the shoe above the sole) is in good condition, you can continue to resole and replace the binding of your UGG boots.

Can you replace a missing button or other ornaments?

In the initial rollout of the UGGrenew program, we do not have the ability to replace/repair buttons or other ornaments. Please continue to check back as we build capacity and expand the program.

How do I know my boot size?

You can find the size of your boot listed on the tag inside the boot. If you do not know for sure, make your best guess, and we will apply our template when we receive your order.

Can you fix discolored leather?

After shampooing, we do add a touch of color back into your boot to give it depth. We cannot re-dye, change the color of a boot, or replace color from bleach or chemical damage. We will do our best to restore your UGG Classics, but sheepskin is very delicate, which limits the amount of color that can be restored.

What types of shoes do you Refresh (Shampoo Only)?

We can Refresh any color of UGG Classic Boot in all adult sizes.

What if I didn’t buy my UGG Classic Boots directly from UGG.com or an UGG store?

That is OK. We will clean and repair any authentic UGG Classic Boots as long as they meet the criteria of which products are included in the UGGrenew program.

Only one of my shoes is in need of fixing – can I just send one?

Yes, you can send in one shoe for repair. However, as part of each service we also provide a shampoo, so it would be best to send in both shoes at the same time so they are both deep cleaned.

Shipping

What do I ship my shoes in?

Any type of corrugated box is fine for shipment – for example, if you have one handy from an online shipment. You can also use the original shoe box your boots were in. Note: we will not return any box received; they are automatically recycled.

How much does shipping cost?

Shipping is free using the provided UPS shipping label.

Do you ship outside the US?

Currently, the UGGrenew program is available to ship only in the 50 US states.

Can I send more than one pair?

For tracking purposes, it is preferred that you send only one pair per package and order form.

If you want to get more than one pair of shoes renewed, please complete two different orders and ship them separately.

Can I track my shipment?

If you are using our free shipping through UPS, then yes! You can track your inbound shipment with your tracking number at UPS.com. We will email you confirmation of receipt, and a tracking number when your UGG boots are shipped back to you.

Who do I get in touch with about my boots?

For all inquiries about the UGGrenew program, including whether or not a boot can be repaired or the status of an order, please contact our partners NuShoe. They have the most up-to-date information on all aspects of the program and can be reached via:

Email: info@uggrenew.com

Phone: 888-369-2238, Monday – Friday, 8am-4pm PST

Address: NuShoe, Attention UGG Renewal, 8534 Siempre Viva Rd, San Diego, CA 92154

How long does it take to repair my UGG boots?

Please allow up to 4 weeks for processing and return shipment.

Can I take part in the program if I am outside of the US?

At the initial phase of this program, we will only be able to offer UGGrenew to those based in the United States. We hope to expand this as we develop the program, so watch our site for updates!

Can you do a rush job?

Due to high demand for the UGGrenew program, all orders are refurbished on a first come, first served basis.

What are my shipping options?

We are providing free postage for the UGGrenew service. To use this service, you will need to print the provided UPS labels for free shipping

Alternatively, you can mail your package yourself, however, you would be responsible for these costs. Please send it to: NuShoe, Attention UGG Renewal, 8534 Siempre Viva Rd, San Diego, CA 92154

Do you ship to APO or PO boxes?

Yes. For free return shipping to APO or PO Boxes, NuShoe utilizes the United States Postal Service.

Payment

What are my payment options?

We accept debit cards, MasterCard, Visa, Discover, American Express, Venmo, PayPal, Google Pay, and Apple Pay. If you prefer, please make personal checks or money orders out to “UGGrenew by NuShoe.” Simply include the check with your boots when you send them in.

To whom do I make out my check?

UGGrenew by NuShoe.

Will I be charged if you don’t repair my UGG boots?

No, you will receive a full refund if your boots are deemed ineligible for service and we do not service your boots.

Do you accept cashier’s checks or money orders?

Yes, please make checks or money orders payable to “UGGrenew by NuShoe.”

Do you accept American Express?

Yes.

When will you charge my credit card?

Your card will be charged immediately upon checkout, or your personal check will be deposited at the time your boot goes into repair.

Do you charge sales tax?

Sales tax is included in the price of your UGGrenew order.

Can I use an UGG gift certificate for the UGGrenew program at NuShoe?

As this program is a partnership between NuShoe and UGG, we cannot accept UGG gift certificates as payment for the UGGrenew program.

Customer Service

Can I buy an UGG repair kit from NuShoe?

Please visit UGG.com to purchase authentic UGG repair kits, replacement insoles, and additional items to help extend the life of your Classic boots.

What is your warranty?

UGGrenew by NuShoe offers a One Year Limited Warranty against defects in workmanship (i.e. soles separating, stitching coming undone). The warranty does not include normal wear and tear or damage unrelated to the completed UGGrenew process.

How soon after I receive my shipping label do I need to send in my shoes?

Once you have your shipping label, you can send them in at your leisure. There is no specific timetable. If you decide you changed your mind, you can login to your account (https://uggrenew.com/my-account/) and cancel your order anytime to receive a full refund.

Can I track my order?

Yes. You can track the inbound shipment with your tracking number at UPS.com. We will email you confirmation of the receipt, and a tracking number when your UGG boots are shipped back.

My boots were returned to me unrepaired. Why?

When each boot arrives, our team performs an initial inspection. Occasionally, we determine that a boot is unfortunately beyond repair, and at that time we send a note to the customer and return the shoes at no cost. Additionally, we must return any product that is not an authentic UGG Classic Boot.

Why do I need to schedule an appointment for repair?

We are so excited to launch UGGrenew and are delighted by the popularity of the program! As we are in the initial phase of the program, we are building our capacity, which is why for the time being we are taking appointments so as not to overwhelm our repair capacity.

How do I cancel my appointment?

It is not necessary to cancel. On your appointment date, we will email you instructions and a shipping label. If you decide not to send in your UGG boots, your appointment will be canceled automatically.

Do you sell gift certificates?

We do not sell gift certificates for the UGGrenew program at this time.

Address

8534 Siempre Viva Road
San Diego, CA 92154

Email Us

info@uggrenew.com