FAQ overview

Questions

ORDERING
DELIVERY
RETURNS
TECHNICAL

Answers

Can I exchange my order for something different?

We have a free returns policy and accept returns for any reason - sizing, colour, or if you've simply changed your mind. You can return any item for an exchange or store credit within 14 days of purchase. To read our returns policy click here

Can I return my order to a store?

You can return your online order to any of our ‘I Love Ugly’ stores, all you need is your order invoice as proof of purchase. 

Can I update my account details?

Yes, all you need to do is log-in to your ‘I Love Ugly’ account. Here you can edit your contact information, manage your addresses and change your password. 

Can I use a PO Box for my delivery address?

We are unable to deliver directly to PO Box addresses as a signature is required on delivery. 

 

Do you ship internationally?

Yes, we deliver to over 220 countries. Russia is the only country with limited service; orders must be directed to a business address.

How can I track my order?

When your order has left us you will receive an automated e-mail with a tracking reference. Please allow a couple of hours for this to register in the system before tracking it as information will not be available immediately.

For New Zealand orders you can track your order using the ‘Track and Trace’ service at www.courierpost.co.nz

For international orders you can track your order using the ‘Track and Trace’ service at http://www.dhl.com/en.html

How do I know my order has been received?

Once you’ve completed your online order you will receive an order confirmation e-mail. Please check this carefully to ensure all your details are correct. If any details are incorrect please contact us immediately at support@iloveugly.net.

If you don’t receive an order confirmation e-mail from us within 24 hours of placing your order check your Junk folder in case our emails are going there. We may also have the incorrect email address registered with your name. Please check your account details to ensure your e-mail address has been entered correctly.  

If you still cannot see why you haven’t received one please e-mail support@iloveugly.net and we’ll look into it for you. 

How do I know what size I am?

We have a detailed sizing chart and how to measure diagram listed with every item. If you are unsure regarding a particular fit or have any questions please contact us at support@iloveugly.net .

How do I return/exchange product ordered online?

All you need to do is fill in the returns form http://www.iloveugly.net/media/returns.pdf and send the item back to us at:

I LOVE UGLY ATTN: RETURNS
120 NEW NORTH ROAD
EDEN TERRACE
AUCKLAND 1021
NEW ZEALAND

Once we have received your return the product will be assessed. Please note that we may be out of stock of the new size and colour you request.

How do I sign up to receive your e-mails?

The best way to sign up for our newsletter is to set up an ‘I Love Ugly’ account. If you don’t want to do this you can click here to sign up to our mailer. 

 

How does the currency conversion work?

All orders placed on www.iloveyugly.net will be processed in New Zealand dollars. The currency convertor we have provides you with an estimated cost that is calculated using a currency calculator that is updated daily. 

How long will it take for my order to arrive?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

COUNTRY

DAYS

New Zealand

1-3

United States

2-3

Australia

2-3

Canada

4-5

United Kingdom

3-4

Japan

3-4

Denmark

3-5

Singapore

Netherlands

Germany

All other countries

3-5

3-5

3-5

3-7

 

Please note that these are estimate delivery dates and are working days. Delivery time is measured from when your order is dispatched and do not include any hold ups that may occur due to local custom procedures. Orders are dispatched multiple times everyday from Monday to Friday.

I can’t log in to my account, what should I do?

If your e-mail address or password is not working, double check that you are using the same e-mail address and password that you used when you first created your account.

If you do not remember your password, enter your e-mail address in to the 'Forgot Your Password?' box on the log-in page and we'll send you an e-mail to remind you what your password is.

I have received something faulty, what should I do?

If you receive a faulty item please contact support@iloveugly.net with your name, order number and as many details as possible. We will resolve any issues with faulty items as quickly as we can.

I have received the wrong item in my order, what should I do?

If you receive an incorrect product, please contact support@iloveugly.net straight away with your name and order number so that we can resolve this for you. 

Is it safe to order online?

Yes, we are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Credit card transactions are made on a third party website, DPS, a reputable credit card processing company. Customer information is only stored on our secure data base and not used for anything other than authourised promotions or internal reference.

Is there a delivery fee?

No, we offer FREE shipping on all orders. BUT all customs duties and import taxes associated with importing products in to your country are NOT shipping costs. 

What Courier Providers do you use?

We use Courier Post to deliver all New Zealand orders and DHL for the rest of the world. 

What happens if over time my item becomes faulty?

We have a 90 day return policy for any faulty items. If you believe your item is faulty, please contact support@iloveugly.net for further assistance. Please provide your order number and clearly explain the fault. If possible include a photograph so that we can quickly assess it. We will deem the item faulty at our discretion. If the item has been misused, or the care instructions have not been followed you will not be eligible to claim the item as faulty.

You may also take the product into any ‘I Love Ugly’ store for assessment, the staff will be happy to help.

What payment methods do you accept?

We accept payment by Visa, Master Card, Amex and PayPal. 

Where else can I find your product?

We have 3 physical ‘I Love Ugly’ stores and multiple stockists all over the world, check out their details here.

Will I be charged Duty and Taxes?

If you are purchasing ‘I Love Ugly’ products and you live outside of New Zealand please be aware of any import duties and taxes that may be charged on delivery into your country. These charges depend on your country's import legislation and are not covered by ‘I Love Ugly Ltd’ in the free shipping service we provide. Unfortunately we have no control over these charges. If you have any questions regarding customs charges we recommend contacting your local customs office.

Will I have to pay for the return shipping?

Return shipping costs are at the expense of the customer. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance. Any exchanges will be sent back to you FREE of charge.

 

Will I need to sign for my order?

Yes, we recommend that you provide us with an address where someone will be available to sign for the delivery. If nobody is home when delivery is attempted a “Card to Call” will be left. You can then arrange for redelivery or collection.

Will you re-stock items that have sold out?

We generally do not re-stock items that have sold out as we like to offer new designs and often have limited numbers of garments, these products may be re run in the future but it is not garaunteed. Our most popular styles are usually released in new colours with each collection. If you have a question about a particular item, please contact us at support@iloveugly.net.

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