Returns Policy

We accept returns for any reason – sizing, colour, or if you’ve simply changed your mind. All items must be returned in retail quality – unwashed, unworn and with original tags attached.

Returns must be sent back within 30 days of the package delivery date and return costs shall be at the expense of the customer.

  • Items purchased at full price can be returned for a Refund, Credit Code or Size Exchange.
  • 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.
  • Sale items are eligible for our normal return conditions unless purchased in a sample sale or advertised as final sale online.
  • If items are damaged or faulty, they may be returned for a Repair, Refund, Credit or Exchange, at our discretion.
  • Due to safe hygiene practices we can’t accept returns on Underwear or Socks. Exceptions can be made should the product be received faulty or in an otherwise unsatisfactory condition.

Exchanges

An exchange is subject to product availability once the return arrives back to our NZ warehouse and is processed in.

Should the stock requested not be available, a Credit will be issued instead.

To avoid missing out on fast selling product, we recommend purchasing the desired item(s) directly and opting for a Refund or Credit for the return.

Returning outside of NZ

We have return locations set up in both Australia and the US; the address is made available once the return request is approved.


From here returns are regularly sent back to our NZ warehouse where they will be finalised and resolved.

All Refunds, Credits or Exchanges will only be issued once the return arrives back to our NZ location.

You may opt to send the return directly back to our NZ return address to avoid any delays with the consolidation process, however please note the return cost is still at the expense of the customer.

If this choice is preferred, after completing the online form please send the item(s) to the address below instead:

I Love Ugly Attn: Returns (#return reference)
10 Collins Street 
Sandringham 
Auckland 1025 
New Zealand

 

Shipping

The team at I Love Ugly work hard to deliver orders within the given guidelines and timeframes.
Peak trading times, holiday and sale periods can impact on these timeframes.
Please get in touch if you have any questions about the status of your delivery.

INTERNATIONAL
Orders are delivered via DHL Express
2-4 Business days *
$20.00 USD Express Shipping

* Please allow 24-48 hours to dispatch your order. 

Free shipping on all orders $200 USD and over

Account

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 support@iloveugly.net.

ILU Loyalty Club

Create an ILU account to automatically join the ILU Loyalty Club, and instantly start earning rewards. To create and account, please refer to the Account section above.
To access the ILU Loyalty Club, navigate to the ‘ILU Loyalty Club’ popup on the bottom-left corner of the ILU website. Please note this popup is not viewable on the Journal.
 
Earning ILU Loyalty Club points
Automatically earn 300 points when you create an ILU account
Earn 1 ILU Loyalty Club point with every $1 spent
 
Redeeming ILU Loyalty Club points
ILU Loyalty Points are redeemed via online voucher, with a set selection of vouchers available based on your current ILU Loyalty Points Club balance.
 
Once redeemed you will be supplied with a voucher code that can be used at checkout online. Please note, vouchers can only be used online with in-store redemption coming soon.
 
To redeem ILU Loyalty Club points enter the ILU Loyalty Club popup and click the ‘Spend ILU Loyalty Points’ and select your desired voucher by clicking ‘Redeem’.

ILU Customer Support

Don't be a stranger, if you've got a question 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.