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.
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, unless faulty.
Swimwear must have the hygiene sticker in place.
Sale items can be returned 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. These are marked with 'FINAL SALE' on the product. Please choose carefully as Final Sale items are not eligible for return, exchange or credit unless faulty. If you have any questions regarding a Final Sale item please contact our Customer Care team.
All in-store sale items are deemed as final sale.
Sale items purchased during our 'Take A Further' sale promotions are not eligible for return, exchange or credit unless faulty.
Sale items purchased during our Cyber Monday Promotion are not eligible for return, exchange or credit unless faulty.
IN STORE RETURNS
Please note that we are not able to process refunds for any online orders through any of our retail stores. All in-store sale items are deemed as final sale and are not eligible for return, exchange or credit.
Items purchased in store are eligible for return within 14 days for exchange or store credit only, unless faulty.
HOW TO RETURN
All returns sent via our return process will incur a $10 fee, which will be deducted from your refund amount.
If your return meets the policy please log your return request via the Returns portal here.
Please note: we accept international returns, however the returns portal is only for domestic returns within Australia. International returns are at a buyers own expense.
For International returns please use a reliable and trackable delivery service, as Incu will not take responsibility for any returns lost or damaged in transit.
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, Klarna or Zip, your refund will be credited to your account.
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.
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.
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.