Refund policy
Return & Refund Policy
Last updated: August 12, 2026
Every item sold by Ugly Sweater Store is printed and assembled to order specifically for you. Because of this, our policy differs from a standard retail return policy. Please read it carefully before ordering.
1. Order Cancellation Window
You may cancel or edit your order free of charge within 4 hours of placing it. Email support@uglysweater.store with your order number (format #USS-1234) and "CANCEL" or "EDIT" in the subject line. After 4 hours the item has entered production and cannot be cancelled or changed.
2. Damaged, Defective or Wrong Items - 30 Days
If your item arrives damaged, misprinted, defective, or is not the item you ordered, contact us within 30 days of delivery. We will send a free replacement or issue a full refund, whichever you prefer.
You do not need to return the item. We only require photo evidence:
- A clear photo of the defect or damage
- A photo of the full item laid flat
- A photo of the shipping label on the package
Approved claims are processed within 2 business days. Refunds are returned to your original payment method and appear within 5-10 business days depending on your bank.
3. Change of Mind Returns - 30 Days
If you simply changed your mind, you may return an unworn, unwashed item in its original condition within 30 days of delivery.
- You must request a return authorization by email before shipping anything back. Returns sent without authorization cannot be processed.
- You pay the return shipping cost.
- The original shipping fee you paid is not refunded.
- Refunds are issued once we receive and inspect the item, within 5-10 business days.
4. Wrong Size Ordered
Every item is printed and assembled after you place your order, so a returned garment cannot be resold. For this reason we do not offer free size exchanges for a size you selected yourself. Please compare your own measurements against our Size Guide before ordering.
If the garment does not match our published measurements - this is a production fault and it is covered free of charge under section 2. Email support@uglysweater.store within 30 days of delivery with:
- Your order number (format #USS-1234)
- A photo of the size tag
- A photo of the item laid flat with a tape measure across the chest
We will send a free replacement in the correct size or issue a full refund, whichever you prefer. You do not need to return the item.
If the garment matches our published measurements but you would prefer a different size - this is treated as a change-of-mind return under section 3. You must request a return authorization first, you pay the return shipping cost, and the original shipping fee is not refunded. Once we receive and inspect the item we will refund it, and you are welcome to place a new order in the correct size.
EU and UK customers: your statutory right of withdrawal applies to our standard catalogue designs. Section 3 gives you 30 days, which is more than the statutory 14-day minimum. Return shipping is at your cost, as stated above. Items personalized with a custom name, date or text are final sale under section 5.
5. Personalized and Custom Name Items
Items personalized with a custom name, date or text are final sale and cannot be returned for change of mind. They remain fully covered under section 2 if the item arrives defective or if we printed your personalization incorrectly. Please double-check spelling at checkout - we print exactly what you submit.
6. Lost or Undelivered Packages
If tracking shows no movement for 10 consecutive business days, or the carrier marks the package as lost, contact us. We will reship at no cost to you. If tracking shows "Delivered" but you did not receive the parcel, please check with neighbours and your local carrier depot first, then contact us within 7 days.
7. Incorrect Shipping Address
You are responsible for entering a correct and complete shipping address. If a parcel is returned to us due to an incorrect address, we will reship once you pay a new shipping fee. If the parcel is destroyed by the carrier, we cannot issue a refund.
8. Non-Returnable Items
- Items requested for return more than 30 days after delivery
- Items that have been worn, washed, altered or damaged after delivery
- Personalized items, except where defective (see section 5)
9. How to Start a Claim or Return
- Email support@uglysweater.store
- Subject line: "Return #USS-1234" or "Defect #USS-1234"
- Include your order number, the email used at checkout, and photos if applicable
- We respond within 24 business hours with next steps
10. Contact
Ugly Sweater Store
1942 Broadway #314c, Boulder, CO 80302, United States
support@uglysweater.store