* We've extended our returns for Christmas. For orders placed before December 16 your order can be returned within 30 days unless Final Sale.
We offer free express shipping on all Australian domestic orders over $100.
For all orders under $100, a $10 shipping fee will be applied at the checkout.
All orders are sent via Australia Post eParcel on an Express delivery service. *excluding orders containing perfumes.
Please allow 1-2 business days for dispatch from our warehouse, and a further 1-2 business days for deliveries to metropolitan areas. For regional areas, please allow 2-4 days for delivery.
Our warehouse team operates during business hours Monday – Friday, excluding weekends and NSW public holidays.
*For domestic orders containing perfume, your order will be sent via Australia Post Road Service. Please allow 2-7 business days for delivery depending on your area.
We offer trackable standard shipping on all international orders for a flat rate of $35 AUD which will be applied at the checkout.
For $35, orders will be sent out on an express and trackable service via DHL or Australia Post depending on your region.
Please allow 1-2 business days for dispatch from our warehouse, and a further 2-5 business days for delivery depending on your location.
For further information or an approximate shipping time, please contact our Customer Care team.
Duties & Taxes
International delivery costs do not include any taxes or duties, which are applied by your local government and customs office, on imported goods. The responsibility for any customs duties, foreign taxes or other fees which may be imposed rest with the customer.
Should the customer refuse to pay duties and taxes held on an order applied by customs the responsibility lies with the customer to arrange for the order to be returned to Incu in order to receive a refund.
Please contact your local customs office directly for more information on taxes, duties and regulations.
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 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.
We will always let you know if a particular sale or promotion excludes returns on the product page during the event.
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.