Returns and refunds

Last updated October 31, 2026

Every UglySweater.shop sweater is knitted to order from a design made for you, so it can’t go back on a shelf and be sold to someone else. That shapes this policy.

Something wrong with your sweater

If your sweater arrives damaged, has a knitting fault, or isn’t the design, size or yarns you ordered, email info@uglysweater.shop within 30 days of delivery with your order number and a few photos. We’ll have it remade and sent to you, or refund you in full, at no cost to you. You don’t need to send the faulty sweater back unless we ask.

Changed your mind, or the size doesn’t fit

Because each sweater is personalised, we can’t take returns or exchanges for a change of mind or a size that doesn’t fit. Please check the size chart on the order page before ordering. For customers in the EU and UK: the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised (Article 16(c) of Directive 2011/83/EU).

Cancelling an order

Production starts soon after payment. If you need to cancel, email info@uglysweater.shop right away: if your sweater hasn’t gone into production yet, we cancel it and refund you in full.

Lost parcels

If your tracking shows no progress for a week, or your sweater hasn’t arrived within 30 days of shipping, let us know. We’ll chase the carrier and, if the parcel is lost, send a new sweater or refund you.

Refunds

Refunds go back to the card or payment method you used, through Stripe. They usually show up within 5–10 business days, depending on your bank.

None of this affects your statutory rights, for example under consumer law where you live.