Returns Policy

We accept returns for any reason – sizing, color, 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 or a 110% Online Credit [excluding your shipping costs].

- Sale items are eligible for our normal returns conditions unless purchased in a sample sale or advertised as a final sale online. Monetary refunds for sale items are decided at our discretion.

- If items are damaged or faulty, they may be returned for a Repair, Refund, or Credit, at our discretion.

- Please allow 48 hours from when your return arrives at our facility to process your return

- 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.

- All gift cards are non-refundable and a monetary refund cannot be issued in exchange for purchases made with a gift card.

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

For International Returns

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.

Refunds or Online Credit 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, please get in touch with our Customer Support Team at support@iloveugly.net and we will be happy to provide you with our warehouse address.

 


110% Online Credit

Due to our decision to not accept exchanges outsude of NZ/AU, you have the option to receive 110% online credit on any item you return. This option is the alternative to a full monetary reund.

You will be able to receive the option for 110% online credit when you start the return process.


Shipping Policy

The team at I Love Ugly work hard to deliver orders within the given guidelines and timeframes.

Peak trading times, holidays, and sale periods can impact these timeframes. We ask and appreciate your patience during these times.

Please get in touch if you have any questions about the status of your delivery.

 
USA and Rest of the World
Orders are delivered via DHL Express
3-5 Business Days
$20.00 Express Shipping
Free Shipping on all orders $250 USD and over
 
* Please allow 24-48 hours to dispatch your order
 
Covid 19 on Shipping/Returns

Please note, due to Covid restrictions experienced globally, we have been advised of potential delays to our regular shipping times.

We appreciate your patience and understanding, reach out to us online at support@iloveugly.net for any further queries regarding this.
 
Import Tax

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.

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.

 


If you have any additional questions that are not answered here, we advise you to our help page to see if that can provide you further clarity.

Alternatively, our Customer Support Team would be more than happy to assist you in any way. Please get in contact at support@iloveugly.net and we will get in touch promptly.