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.
If the item meets these requirements, and was purchased at full price, it can be returned within 14 days of the package delivery date, for a Refund, I Love Ugly credit coupon or exchange.
Shipping costs will be at the expense of the customer.
Sale or discount items cannot be returned for a credit coupon.
Sale or discount items may be returned for a size exchange only.
If items are damaged or faulty, they may be returned for a repair, refund, credit or exchange, at our discretion.
Please mail all returns to the following address and include a completed return form, attached below.
If you are returning items for an exchange, please indicate on this form what size you would like to exchange for.
Download the ILU Returns Form here.
I Love Ugly Attn: Returns
10 Collins St
Auckland 1025
New Zealand
Size exchanges may be carried out in-store, dependant on stock availability.
I Love Ugly stores cannot issue a credit coupon in exchange for a return.
All purchases made in the month of December have an extended return period of 30 days.


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
1-3 Business days
$5.00 NZD Express shipping
Free shipping on all orders $200 NZD and over
Orders are delivered via DHL Express
3-5 Business days
$10.00 AUD Express Shipping
Free shipping on all orders $200 AUD and over
Rest of World
Orders are delivered via DHL Express
3-5 Business days
$10.00 USD Express Shipping
Free shipping on all orders $200 USD and over


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

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.