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ILU Customer Support

Don't be a stranger, if you've got a question that isn't answered below, feel free to get in touch.
Customer Support hours: Mon - Fri (9am - 5pm NZT)
We endeavour to respond to all ILU Customer Support emails within 24 hours (business days only).
Please note if you email outside of business hours or during Sale Periods or Product Release periods you may experience a slight delay in receiving a response due to a natural influx of ILU Customer Service emails throughout these times. We appreciate your patience during these times.
If you are needing help regarding a return or exchange of an item, or are looking for our shipping information we advise you to look at Returns & Shipping.



How to create an account
You can create an ILU account by navigating to the ‘Account’ page and filling in the ‘Create My Account’ field, or filling in the ‘Contact Information’ field on the checkout page.
How to reset your account password
You can reset your account password by navigating to the ‘Account’ page, navigating to the ‘Login’ field, and clicking on the ‘Forgot Password?’ prompt. Fill in the corresponding email prompt, and an email will automatically be sent to the email address entered with instructions on how to complete the password reset process.
Your order history and ILU Loyalty Points balance will not be lost by completing the account password reset process.
If you continue to experience trouble logging in or accessing your order history please contact the ILU Support Team by emailing

Loyalty Program Terms and Conditions

Loyalty Tiers ascension is based on annual spend from date of sign-up.

Annual tier rewards expire 6 months from issue.

Points can be earned from bundle deals.

Points can be earned from sale items, however cannot be redeemed against sale items.

Loyalty points are calculated at a percentage of transactional value at your tier rate and rounding may occur.

The New Customer Bonus may take up to 24 hours after first purchase to appear on your account and will expire 6 months from the issue date.

Birthday rewards expire 1 month from issue.

Multiple reward coupons cannot be used on the same transaction.

Loyalty points cannot be used to purchase Gift Cards.

All rewards are non-refundable if a purchase is returned.

Rewards coupons are not redeemable on Black Friday or storewide sales / promotions.  

Bundle Deals Terms and Conditions

Each bundle deal applies to selected styles only, these styles are outlined in the title of the bundle and further explained in the footnote.

Bundle promotions and deals last for a given period and are subject to change without notice.

In order for the discount to apply, you must add the required number of the selected styles. The discount will automatically be applied to your cart.

Our bundle deals are unable to be used in conjunct with any other promotion or discount code.

A partial return from a bundle deal for a Refund or Credit will remove the original discount and the full price of the kept item(s) will be applied, with the final refund amount adjusted to match that.

If you have any further questions regarding our bundle deals please do not hesitate to get in touch with the ILU customer support team at


My size is not available/the product i want has sold out 


We are so sorry you were not able to get your hands on the product you were after.

Here at I Love Ugly, we do limited drops with a specific amount of stock. Unfortunately, it is unlikely we repeat a style unless it is in our core product list. This is why we recommend buying your desired items directly in order to avoid missing out on fast selling products.

There is still a chance we will restock your desired product(s) or size in the future, so make sure you choose the option to be notified on the product page.


The bundle discount is not automatically applying to my cart - what should i do 


Please double check that the items in your cart are included in the specific bundle deal you are trying to purchase. This   information can be found on the bundle deals page and the items included and/or excluded should be listed.

If the bundle deal is still not working please get in touch with our Support Team at  and we will be happy to help.


Can i return a sale item 


Sale items are excluded from returns.


Can i change my order after it has been placed 


If you need to change the size or color of an item after your order has been placed, we recommend getting in contact with our Support team at as soon as possible!

We will try our best to make your desired change(s) but due to our turn around time with our warehouse staff, there is a possibility that we may not be able to get to your order in time to change it. If this is the case, you will need to wait until you receive your order and proceed with our standard return process.


Do you take over the phone payments


Unfortunately, our retail stores and HQ are unable to take payments over the phone for any purchases.

We value your personal security as well as our own, and have hence made this decision due to the risk of fraudulent transactions.

If you are struggling to make a payment or require further assistance, please get in touch with our Support Team at and we will be happy to assist.


What sizing do you use


Here at I Love Ugly we have a wide range of products, ranging from slim fit to oversized. Due to this, we offer an extensive size guide to help you get the perfect fit.

Our height and weight guide can be found within the Size Chart on every product page to help you determine your estimated size.

We also offer exact measurements of every product we sell. These can be found in the Size Chart on each product page. These measurements can be used to help you find your exact size and desired fit.

If you are still unsure on what size to go for, we suggest going for your regular size unless the description of our product says otherwise.


My question is not answered 


If you have an additional question that is not answered here, we advise you to get in touch our Customer Support Team. We would be more than happy to assist you in any way. Please get in contact at and we will get back to you promptly.