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Returns

Online Returns Policy

We will happily accept returns on all full priced items for any reason within 14 days of receipt for a credit note or a full refund.

Domestic Australian orders can be returned for a flat rate of $10 using our reply paid Australia Post service. We will deduct the return fee from your refund. 

International orders can be returned at the customers own expense. Please use a reliable and trackable return service, as Incu will not take responsibility for any returns lost or damaged in transit.

We are not able to offer exchanges and instead encourage you to place a new order for your desired item and returning the original item for refund. If it’s a simple change of size our Customer Care team can assist in directing, you to your nearest store.

All items must be in their original condition; unworn, unused, unwashed with the swing tags attached, and are accepted at the discretion of our team.

All footwear must be in original condition with no markings or scratches on the sole and must be returned in their original undamaged shoe box.

Earrings, socks and underwear cannot be returned for a refund or exchange for hygiene reasons.

Swimwear must have the hygiene sticker in place.

Sale items can be returned with proof of purchase for refund or store credit, unless they were purchased during a promotional period where a promotion code was applied on top of a sale price, or are Final Sale.

Final Sale items are those discounted by 50% or greater. Please choose carefully as Final Sale items are not eligible for return or credit unless faulty. If you have any questions regarding a Final Sale item please contact our Customer Care team.

Sale items purchased during our further sale promotions are not eligible for return or credit unless faulty. 

How to Return

Domestic Orders
If your return request meets our minimum Return Policy above, simply head to our online Return Portal Here and follow the steps. 

You will receive tracking details for your return once your return has been booked but please note all returns are sent on a standard Australia Post service with an expected delivery timeframe of 5-7 business days. Our warehouse team will usually process your return within 2 business days and you will receive an email notification once processed. If your return does not meet our Return Policy you will be contacted by our Customer Care team.

International Returns
Please contact Customer Care to request a Return Authorisation number. Please note International returns are at customers own expense. 

Refunds

Your refund will be credited to your original payment method. Please note credit card refunds may take up to 10 days to process, depending on your financial institution.

If your original payment method was via one of our partners, Afterpay or Zip Pay, your refund will be credited to your account.

 

Credit Notes

Once your return has been received and processed, and credit note will be issued to you by email. The credit note will include a code to be redeemed online. Credit notes are valid for 6 months from the date of issue.

 

In Store Returns

Please note that we are not able to process refunds for any online orders through any of our retail stores.

 

Faulty Items

We make the best efforts to quality control all items prior to dispatch.

In the case that something is faulty or damaged, please contact our Customer Care team as soon as possible, using the steps mentioned above, please also include a brief description of the fault.

 

Incorrect Items

If you believe you have received an item different to the one you ordered, please log your return request via the Return Portal, please also include a brief description of the item you have received instead. If you require any further assistance please contact our Customer Care team. 

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