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, or Size Exchange.

- 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, Credit, or Exchange, 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.

- Orders made in-store cannot be returned via our online Return Process, if you’re unable to return in-store please get in touch with our support team at and we would be happy to assist in any way we can.

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 all online orders please begin the Return Process below. Alternatively, you may return your item(s) in-store.


In-Store Returns

You are able to return and/or exchange an online purchase in any of our I Love Ugly retail stores. Items must meet all conditions above and be returned in retail quality – unwashed, unworn, and with original tags attached. Proof of purchase is required.

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

You will be able to receive a refund in the form of a full Refund, Store Credit, or Size Exchange. Size Exchanges are dependant on stock availability at the given store.

Unfortunately, if your purchase was paid for using afterpay or laybuy, our stores will be unable to give you a monetary refund.

Exchanges Policy  

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

Should the item(s) requested not be available, a Store 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.

If you have already exchanged a product, the option to exchange it a second time is unfortunately not available. You will be able to receive a Monetary Refund and/or Store Credit, given at our discretion.


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.

New Zealand
Orders are delivered via Courier Post Express
2-4 Business Days
$7.99 NZD Express Shipping
Free Shipping on all orders $200 NZD and over
Orders are delivered via 2 Couriers:
DHL Express
3-5 Business Days
$20.00 Express Shipping
Fedex Economy
6-10 Buisness Days
$10.00 Shipping
Free Shipping on all orders $250 AUD and over
Rest of World
Orders are delivered via DHL Express
3-5 Business Days
$20.00 Express Shipping
Free Shipping on all orders $250 USD and over
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 for any further queries regarding this.

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 the 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.


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 and we will get in touch promptly.