Refund policy

RETURNS, REPLACEMENTS AND SIZE GUARANTEES

This page explains how replacements and size guarantees work for our made to order products.

Every item we sell is made specifically for you after your order is placed. This allows us to offer a wide range of designs without overproduction, but it also means things work a little differently to traditional retail.

Our goal is simple: if something isn’t right, we want to be fair, reasonable, and easy to deal with.

If you ever have a question before or after ordering, please get in touch with our Customer Support Team. We’re always happy to help.

Policy Acceptance
By placing an order, you acknowledge and agree to this Shipping Policy and our Refund Policy, including all conditions relating to made-to-order products, production, shipping timeframes, delivery confirmation, and carrier handling.

For the purposes of this policy:

'Acting reasonably' means making decisions based on available evidence, order history, production standards, and applicable consumer law guidance, applied consistently across customers.
References to an item being “delivered” or to a “delivery date” mean the date the carrier marks the order as delivered to the address provided.

SECTION 1 - FAULTS, MISPRINTS AND DAMAGE GUARANTEE

We take a lot of care with every order, but we’re only human and the occasional mistake can happen. Products that are damaged or shipped with a misprint will be replaced at no additional cost.

This includes:

Incorrect or missing artwork
Misalignment of artwork
Manufacturing defects
Damage during transit

What this does not cover:

Normal wear and tear from use over time, including cosmetic wear that occurs through regular use or washing
Damage caused by misuse, improper care, or failure to follow care instructions
Minor variations in colour, print positioning, alignment, and scale that fall within normal production tolerances are not considered faults
Fit or sizing issues where the product has been produced to the size ordered by the customer
Whether an issue is a manufacturing defect or results from wear and tear, misuse, or failure to follow care instructions will be determined by us acting reasonably.

To request a replacement, please contact our Customer Support Team with:

Your 5-digit order number (shown in your order confirmation email)
Clear photos showing the specific issue or fault, plus a photo of the entire product to confirm the item received

What happens next:

We’ll arrange a replacement to be sent as soon as possible
There is no need to return the original item; if you’re able to, we kindly ask that it is donated to someone in need or to a suitable local charity. If it isn’t suitable to donate, please dispose of it responsibly

Please note that requests must be received within 30 days of the original item being delivered.

SECTION 2 - WRONG PRODUCT SHIPPED

In exceptionally rare instances, an order may be packed incorrectly during fulfilment. If you receive a completely different product to what you ordered, we’ll make sure the correct item is sent to you. This section applies where the product style or design received is different to what appears on your order confirmation (not size or colour differences, which are covered in Sections 1 and 3).

If you have received the wrong product, please contact our Customer Support Team with:

Your 5-digit order number
A clear photo of the entire product to confirm the item received

What happens next:

We’ll arrange the correct product to be sent as soon as possible
There is no need to return the original item; if you’re able to, we kindly ask that it is donated to someone in need or to a suitable local charity. If it isn’t suitable to donate, please dispose of it responsibly

Please note that requests must be received within 30 days of the original item being delivered.

SECTION 3 - SIZE GUARANTEE OVERVIEW

Sizing items online can be challenging, particularly for made to order products. Because made to order items are produced specifically for each order, size exchanges are not always offered as standard by most companies.

The good news is that we take a different approach. To help reduce this risk and make ordering with confidence easier, we offer the following size guarantees.

We reserve the right to limit size replacements to one item per customer within any 60-day period where repeated sizing claims are identified.

We may aggregate related orders where they reasonably appear to be from the same customer or household for the purposes of applying these limits.

These guarantees apply to standard consumer orders only and do not apply to bulk or commercial purchases, as determined by us, acting reasonably, based on order size, order frequency, or purchase patterns.

Where multiple provisions apply, customer-level limits take precedence over per-order entitlements.

Customer-level limits apply across all orders, products, and delivery addresses associated with the same customer or household, regardless of email address, payment method, or order timing.

SECTION 3A - APPAREL SIZE GUARANTEE

All apparel is made to order, which means we don’t hold stock or offer traditional exchanges. To offset the sizing risk that comes with ordering online, we offer a limited Apparel Size Guarantee.

If the size isn’t right, our aim is to help you end up with something you can actually wear.

What we offer:

One free size replacement per order, subject to the customer-level limits outlined above
No need to return the original item
The replacement is made and shipped at no cost to you

Important conditions:

Size replacements are limited to one size up or down from the original size ordered
This applies to size changes only, not product, colour or design changes
If an order includes multiple items of the same apparel type, only one item is eligible

If you’re unsure about sizing, we strongly recommend ordering one item first to confirm fit before placing a larger order.

To keep this policy fair for everyone, we reserve the right to decline additional size replacement requests where multiple orders are placed in close succession or as part of a pattern that reasonably appears designed to bypass the above limits.

To request a size replacement, please contact our Customer Support Team with:

Your 5-digit order number
The size received and whether it is too big or too small
The new size requested

What happens next:

We’ll arrange the correct size for you and have it sent as soon as possible
There is no need to return the original item; if you’re able to, we kindly ask that it is donated to someone in need or to a suitable local charity. If it isn’t suitable to donate, please dispose of it responsibly

Please note that requests must be received within 30 days of the original item being delivered. This entitlement does not override the customer-level limits set out in Section 3.

SECTION 3B - SHOE SIZE GUARANTEE

We understand that shoe sizing can be tricky, even when measuring carefully. If your shoes don’t fit as expected, we want to make sure you’re not left with something you can’t wear.

That’s why all footwear orders are covered by our Shoe Size Guarantee.

What we offer:

One free size replacement per order, subject to the customer-level limits outlined above
No need to return the shoes you have received
The replacement is produced and shipped at no cost to you

Important conditions:

Size replacements are limited to two sizes up or down from the original size ordered
This applies to size changes only, not product, style, colour or design changes
If an order includes multiple pairs of shoes, only one pair is eligible
Refunds will not be issued for sizing disputes; only exchanges are available. If the correct size cannot be achieved because the largest or smallest size we offer is not suitable, we may, at our discretion, review the order for a possible refund. Any such review does not convert a sizing issue into a manufacturing fault.

If you’re unsure of your size, we recommend ordering one pair first to ensure the right fit before placing a larger order.

To request a size replacement, please contact our Customer Support Team with:

Your 5-digit order number
The size received and whether it is too big or too small
The new size requested (please refer to our size guides for available sizes and shoe dimensions)

What happens next:

We’ll arrange the correct size for you and have it sent as soon as possible
There is no need to return the original item; if you’re able to, we kindly ask that it is donated to someone in need or to a suitable local charity. If it isn’t suitable to donate, please dispose of it responsibly

Please note that requests must be received within 30 days of the original item being delivered. This entitlement does not override the customer-level limits set out in Section 3.

SECTION 4 - 60-DAY DELIVERY GUARANTEE

While we dispatch orders promptly, delivery timing is outside our control once an order is with the carrier, and delays may occur due to carrier disruptions, peak periods such as Christmas, or customs processing for international shipments. The 60‑day period is calculated from the date the order was placed.

Orders that have not been delivered within 60 days of the order being placed may be eligible for review under this guarantee.

Please note that the 60‑Day Delivery Time Guarantee does not apply in the following instances:

Incorrect or incomplete address information provided by the customer
Deliveries that are uncollected from designated collection points
Missed or failed delivery attempts because the recipient was unavailable
Missed or failed delivery attempts to business addresses where the business was closed or unavailable during carrier operating hours
Orders that show as delivered by the carrier to the address provided by the customer
Orders marked as “returned to sender” by the carrier

We reserve the right to decline or extend the 60 Day Delivery Time Guarantee where delivery is impacted by events outside normal carrier operations, including adverse weather conditions, natural disasters, pandemics, political unrest, or postal worker labour disputes.

If your order has not been delivered and it has been 60 days since your order was placed, please contact our Customer Support Team and include your 5‑digit order number.

What happens next:

We’ll contact the carrier to investigate and review the underlying cause of the delay
Where appropriate, we’ll arrange either a replacement or a refund
We won’t leave you waiting indefinitely or without a clear outcome

Deliveries and responsibility after confirmed delivery
Once a parcel is marked as delivered by the carrier to the address provided by the customer at checkout, delivery is considered complete. I Love A Hangar is not liable for loss, theft, or replacement or reshipment costs once delivery has been confirmed. Any assistance we provide for loss or theft after confirmed delivery is offered on a goodwill basis and does not imply ongoing liability for such events.

Additional shipping charges may apply where a delivery attempt is unsuccessful for any of the reasons outlined above.

We understand that delivery problems can be frustrating. While we are not obliged to replace or refund items lost or stolen after confirmed delivery, we will review each case individually and assist where reasonably possible.

This policy does not limit your rights under Australian Consumer Law.

SECTION 5 - CHANGE OF MIND

Because each item is made specifically for your order, we do not offer returns or refunds for change of mind. This includes situations where the item is no longer wanted, or where a different product, style, size, colour, or design is preferred.

Where a customer selects an incorrect product, model, size, variant, design, or option when placing an order, this is considered a customer ordering error. Because all products are made to order based on the selections made at checkout, orders affected by customer ordering errors are not eligible for refunds, replacements, or exchanges.

We completely understand that personal preferences can change, and we always recommend double‑checking your selected size, colour, and design before checkout, as any replacement requires a new product to be produced.

Where you believe an item is not as described or shown, your request will be assessed under Section 1 (Faults, Misprints and Damage), not as a change of mind.

SECTION 6 - EU CUSTOMER NOTICE - RIGHT OF WITHDRAWAL

EU customers are entitled to specific consumer rights; however, the standard 14‑day right of withdrawal does not apply to made‑to‑order or personalised goods under EU consumer law.

In accordance with Article 16(c) and Article 16(e) of Directive 2011/83/EU on consumer rights, the right to cancel or return an order does not apply to:

Goods made to the consumer’s specifications or clearly personalised
Sealed goods that have been unsealed after delivery and are not suitable for return for health or hygiene reasons

All of our products are made to order based on the customer’s selected specifications, such as size, colour, and design. As a result, orders shipped to the European Union are not eligible for cancellation or return under the EU right of withdrawal once production has begun.

This does not affect your statutory rights in relation to faulty or incorrectly supplied goods.

SECTION 7 - REFUNDS

As all of our products are made to order, any request for a refund is assessed on a case‑by‑case basis. Assessment considers the nature of the issue, order history, and policy eligibility.

What this means:

Refunds are not automatic
Each request is reviewed by I Love a Hangar based on the individual circumstances of the case

If a refund is approved:

We’ll notify you by email once the refund has been approved
The refund will be issued to the original payment method
Refunds are typically processed within 10 business days
It may take additional time for your bank or card provider to finalise and display the refund.

Where a return is required as part of an approved refund:

The item must be returned in unused condition
Return shipping costs are the responsibility of the customer unless the item is confirmed to fall within Section 1 or Section 2 of this policy
Original shipping costs are non-refundable unless required under applicable consumer law
Refunds will only be processed once the returned item has been received and inspected

Important - Returns Address:

Where a return is required as part of an approved refund, items must only be sent to the return address provided by I Love a Hangar. This address is our head office, located in Sydney, Australia.
The “Return to Sender” address shown on the package label is NOT designated for customer returns and must not be used. It is a production and dispatch facility used by the carrier if delivery cannot be completed. This location cannot accept customer returns, and parcels sent there are typically destroyed. No refund will be issued for items returned to this address.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact our Customer Support Team and include your 5‑digit order number so we can follow it up for you.

This policy does not affect your statutory rights under applicable consumer protection laws. For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure, you are entitled to a replacement or refund. If the issue is not a major failure, you are entitled to have the goods repaired or replaced. When assessing whether an issue is a major or non‑major failure, we will do so consistently with guidance from the ACCC and relevant consumer agencies.

This policy operates in addition to your rights under the ACL.

IMPORTANT NOTE ON REPLACEMENT COSTS

Replacements are produced and shipped at no additional charge. Customs duties, taxes, or import fees, where applicable, are set by local authorities and remain the responsibility of the original customer.

Replacements, exchanges, and refunds are issued only to the original customer who placed the order. As a default, replacement items are shipped to the original delivery address used at checkout. Requests to change the delivery address for a replacement may be approved at our discretion where the change is reasonable and verifiable. We reserve the right to decline address changes where they reasonably appear intended to transfer goods to a third party.

Last updated: Feb 1st, 2026