LDS
If a customers address is incorrect do we file the claim on their behalf or does the customer file their own claim?
Customer files their own claim
Tracy is contacting because she received the wrong item. Tracy ordered a chestnut Tasman in size 8, but instead received a Classic Mini Boot in size 8 in chestnut. How would we assist this customer?
Set up an exchange on the website
Thomas sent in his HOKA shoes to be returned on 01/15. It has reached 10 business days and his return has not been processed yet. How would we assist this customer?
UPR
How long does our warranty policy last on our shoes?
What are the 5 refund reasons?
2. Freight Carrier Lost
3. Late to Ship
4. Missing Gift Wrap
5. Missing Item
6. Goodwill Gesture
Gregory called in regarding his missing package on order number #NA31000165 . His order total is 120.00, he has verified the correct address, he does not have an account with fedex and no LDS history. What is this
LDS B
Veronica is contacting in because she order 2 pairs of the UGG Tazz. Veronica ordered 1 sand and 1 chestnut Veronica has provided all photos necessary that we requested and has no WSE history. Can we refund this customer?
Yes
Jayda sent in her UGG boots to be returned for a refund. Shes contacting in because she has not received any updates regarding her return nor her refund. You check and see it was delivered the warehouse on 02/05. When would we be able to escalate her return?
in 10 business days/ Feb. 19th
Who do we submit a warranty task to?
Warranty Team
If a customers item is out of warranty what is the name of the other boot repair that we offer?
UGGRenew
Deanna is contacting in because her order number #NA22159321 was shipped out from our warehouse on Jan. 29th. Deanna's package has not moved since Jan. 31st, It is now Feb. 5th. How many days do we require before we are able to deem the package as lost in transit?
8 business days
Kyle is contacting in because he purchased 8 different pair of boots for his wife Jennifer. Kyle received 4out of the 8 pairs that he ordered. His order total was 875.00. He has sent in all required photos, and has no prior history of WSE. How best would we assist this customer?
Submit a task to t2 for review due to order total and missing more than 3 items.
Gino contacted in stating that he received a gift of a pair of Bondi 9. He is inquiring about starting a return because they do not fit. How many days do retail/ gift purchasers have to return their items on our ecomm site?
30 days
Melissa is contacting in because her shoes are causing major discomfort to her feet. She would like to do a warranty return on this item. Does her issue apply to our warranty policy? She is within 30 days.
No. She can do a normal return/exchange.
Amanda is contacting in because she is a tik tok influencer and wants to promote UGG and HOKA on her tik tok page. She says she has 1.2 million followers on tik tok. How best would we assist her?
redirect her to pr@ugg.com & PR@hokaoneone.com
Ruth is calling in to report not receiving her order NA27549210. Ruth said she was supposed to receive her package on 11/25/2024. It is now Feb. 02 2025 and we are unable to file the claim. How many days does the customer have to report a missing package with us?
60 days
Marni is calling in because she received her package however it was empty. How would we best assist Marni?
Request Photos of the shipping box and label and submit as a task to t2 for further review, no refund.
Melody sent in an item to be exchanged. She states she dropped her package off on 01/31. When you check her tracking number it states 'Label Created' . How best would we assist this customer?
Ask customer for drop off receipt and submit UPR . If customer does not have drop off receipt redirect customer to contact the carrier for proof that package was dropped off.
Mary stated that she wore her boots in the snow and now her shoes have water damage on the shoes. Why does this not qualify for warranty?
Accidental Damage
What information do we provide to customers who ask for our manufacturing locations?
The majority of Decker's Outdoor Corporation footwear is assembled in China or Vietnam. Our quality standards have not waivered - the products we make in Asia are of equal quality, (if not greater), than anything we have ever made. Please visit our Corporate Responsibility page to view our Deckers Ethical Supply Chain Guidelines.
Alyssa is contacting in regarding her order NA27228436 that she has not received. Alyssa has notified us that she did file her own claim with the carrier however, it has been denied and is contacting us for further assistance. Are we able to assist her with filing a claim and refund?
No- IF THE CLAIM IS DENIED BEFORE THEY SPEAK TO US, WE FOLLOW FORM A PROCESS AND THE DENIAL STANDS
Katherine is calling in today because she received a package from us with Deckers tape on the outside of the box but inside the box was a PS5. Katherine understandably upset and confused wants to know where her shoes are. How best would we assist this customer?
Camila is contacting in to check on her return. You see Camila has contacted 3 other times regarding the same order number. A UPR was submitted for the customer but Tier 2 has stated that the package needs to have contents verified by the DC and return has been flagged. What verbiage would we provide to the customer? (verbatim from kb)
Thank you for reaching out. I understand you’re asking about the status of your return. Currently, your return is pending verification, and as a result, we are unable to process the refund until the verification is complete. Increased return volume post holidays can lead to some delays , and we appreciate your patience as we work through this process. Once the verification is finished, we’ll process your refund promptly and notify you of the update. If you have any other questions or need assistance in the meantime, please feel free to reach out.
How do we start a warranty return for an ECOMM CA customer?
as a normal return/exchange
What is our US1 Moreno Valley warehouse address?
17791 N Perris Blvd
Moreno Valley, CA 92551