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 free of charge using our reply paid Australia Post service.
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 for refund or store credit, unless they were purchased during our further 20% promotions, 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 20% reduction promotions are not eligible for return or credit unless faulty.
How to Return
To request a return please contact our Customer Care department with your order number, noting the item/s you wish to return, and the reason.
A member of our Customer Care team will be in touch with further instructions on how to return your item/s and to provide you with an RA# (Return Authorisation Number). If you need any further assistance with your return email our Customer Care team and we’ll be happy to help.
Please allow up to 5 business days for your returned item/s to be received. You will receive an email confirmation once your return has been received and processed. If your return does not meet our return policy you will be contacted by our Customer Care team.
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.
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.
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 department 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 your Account using the steps mentioned above, please also include a brief description of the item you have received instead.