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 Coupon or Size Exchange.
- Sale items are eligible for our normal returns conditions unless purchased in a sample sale.
- If items are damaged or faulty, they may be returned for a Repair, Refund, Credit or Exchange, at our discretion.
- Size exchanges may be carried out in-store, dependant on stock availability.

Please note due to safe hygiene practices we can’t accept returns on Underwear unless they are returned unworn, unopened and in original packaging with tags still attached. Exceptions will made should the product be received faulty or in an otherwise unsatisfactory condition.

I Love Ugly stores cannot issue a monetary refund in exchange for an item purchased online.

 

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.
 
New Zealand
Orders are delivered via Courier Post Express
2-4 Business days
$6.99 NZD Express shipping
Free shipping on all orders $200 NZD and over
 
Australia
DHL Express / 2-4 Business Days / $20
Fedex Economy / 4-7 Business Days / $10
Free Economy Shipping on all orders $200 AUD and over
 
Rest of World
Orders are delivered via DHL Express
2-5 Business days
$20.00 USD Express Shipping
Free shipping on all orders $250 USD and over

Shipping

UK Customers

Please note, for all orders below $200 USD we are required to collect a VAT charge on behalf of all customers and this cost will be charged at checkout.

For all orders above $200 USD, this extra cost is charged separately through DHL and will need to be paid by the customer before the delivery can be received.

Rest of World

Deliveries may be subject to local import fees or taxes, this will be calculated through your local customs office and is subject to the shipping policies within your country.

The customer is solely responsible for any additional costs. This cost will be charged through the courier service used and an order can only be received once payment is made.

Should a delivery be refused, the cost of the original and return shipping will be charged to the customer and taken from any potential refund.

Please note, there may be a minimum threshold for imported goods into your country. For any larger orders we would recommend checking these requirements with your local customs office.

For more information and to check any local policies, please get in touch with your local customs office.

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.