Please allow up to five business days from the date that the package is received to fully process your return. While this is the maximum amount of time allotted, the majority of our returns are processed within five days of being received at our warehouse facility. All packages are processed in the order received and will be processed as requested on the return slip. UGG By You custom products are created just for you therefore we cannot accept returns, except for manufacturing defects. If you have a question regarding defective merchandise returns for an UGG By You product purchased online at ugg.com please contact customer service. Please note that we cannot make a change to an exchange/refund that is currently being processed by the warehouse.