ILU Customer Support
Loyalty Program Terms and Conditions
Loyalty Tiers ascension is based on annual spend from date of sign-up.
Annual tier rewards expire 6 months from issue.
Points can be earned from bundle deals.
Points can be earned from sale items, however cannot be redeemed against sale items.
Loyalty points are calculated at a percentage of transactional value at your tier rate and rounding may occur.
The New Customer Bonus may take up to 24 hours after first purchase to appear on your account and will expire 6 months from the issue date.
Birthday rewards expire 1 month from issue.
Multiple reward coupons cannot be used on the same transaction.
Loyalty points cannot be used to purchase Gift Cards.
All rewards are non-refundable if a purchase is returned.
Rewards coupons are not redeemable on Black Friday or storewide sales / promotions.
Bundle Deals Terms and Conditions
Each bundle deal applies to selected styles only, these styles are outlined in the title of the bundle and further explained in the footnote.
Bundle promotions and deals last for a given period and are subject to change without notice.
In order for the discount to apply, you must add the required number of the selected styles. The discount will automatically be applied to your cart.
Our bundle deals are unable to be used in conjunct with any other promotion or discount code.
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.
If you have any further questions regarding our bundle deals please do not hesitate to get in touch with the ILU customer support team at firstname.lastname@example.org
my size is not available/the product i want has sold out
We are so sorry you were not able to get your hands on the product you were after.
Here at I Love Ugly, we do limited drops with a specific amount of stock. Unfortunately, it is unlikely we repeat a style unless it is in our core product list. This is why we recommend buying your desired items directly in order to avoid missing out on fast selling products.
There is still a chance we will restock your desired product(s) or size in the future, so make sure you choose the option to be notified on the product page.
The bundle discount is not automatically applying to my cart - what should i do
Please double check that the items in your cart are included in the specific bundle deal you are trying to purchase. This information can be found on the bundle deals page and the items included and/or excluded should be listed.
If the bundle deal is still not working please get in touch with our Support Team at email@example.com and we will be happy to help.
Can i exchange/return a sale item
Sale items are excluded from returns.
can i change my order after it has been placed
If you need to change the size or color of an item after your order has been placed, we recommend getting in contact with our Support team at firstname.lastname@example.org as soon as possible!
We will try our best to make your desired change(s) but due to our turn around time with our warehouse staff, there is a possibility that we may not be able to get to your order in time to change it. If this is the case, you will need to wait until you receive your order and proceed with our standard exchange/return process.
am i able to return an online purchase in one of the i love ugly stores
If you have found yourself wanting to return or exchange an online purchase, you are able to go in-store and one of our team members will be more than willing to assist you. Unfortunately, if your purchase was paid for using afterpay or laybuy, our stores will be unable to give you a monetary refund.
Full monetary refunds for any other payment methods will be available in-store, as will the option for store credit. A size or product exchange is subject to stock on hand at the given store.
do i love ugly stroes offer click and collect
Unfortunately at this stage, our stores do not offer the option for Click & Collect.
However, as we are continuing to grow at a rapid pace many exciting things are in the works. So keep your ear out for this option in the near future.
do you take over-the-phone payments
Unfortunately, our retail stores and HQ are unable to take payments over the phone for any purchases.
We value your personal security as well as our own, and have hence made this decision due to the risk of fraudulent transactions.
If you are struggling to make a payment or require further assistance, please get in touch with our Support Team at email@example.com and we will be happy to assist.
What sizing do you use
Here at I Love Ugly we have a wide range of products, ranging from slim fit to oversized. Due to this, we offer an extensive size guide to help you get the perfect fit.
Our height and weight guide can be found within the Size Chart on every product page to help you determine your estimated size.
We also offer exact measurements of every product we sell. These can be found in the Size Chart on each product page. These measurements can be used to help you find your exact size and desired fit.
If you are still unsure on what size to go for, we suggest going for your regular size unless the description of our product says otherwise.
my question is not answered
If you have an additional question that is not answered here, we advise you to get in touch our Customer Support Team. We would be more than happy to assist you in any way. Please get in contact at firstname.lastname@example.org and we will get back to you promptly.