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SHIPPING & RETURNS
SHIPPING & HANDLING
Orders received by 9am AEST Monday - Friday will be dispatched on the same day pending credit verification. Orders made on weekends or public holidays will be processed on the following business day and dispatched within 24 hours pending credit verification.
We hope you can understand during peak times there may be slight delivery delays however if you do not receive your order in the timeframe specified, please contact us on +612 9331 1014 or email us at firstname.lastname@example.org.
RATES - DOMESTIC DELIVERY (AUSTRALIA)
We offer free shipping on all domestic orders over AU$100. For all orders under AU$100, a shipping fee of $10 will be charged.
Domestic orders with perfumes will be sent out using Road Only Transport via Australia Post and delivery will take between 2-6 business days. Your signature will be requested upon delivery.
All other domestic orders will be sent out using Australia Post via the eParcel Express Post network. Express Post guarantees next business day delivery for all metropolitan areas in Australia. For regional areas, delivery will take between 2-3 business days. Your signature will be requested upon delivery.
For limited edition footwear, a shipping charge may be included within the RRP. A breakdown of cost of goods and shipping will be outlined in the product description.
RATES - INTERNATIONAL DELIVERY
Shipping to New Zealand will incur a AU$15 shipping fee.
For shipping to all other international locations, we offer two flat rate shipping options:
AU$25 for Australia Post Pack and Track with tracking numbers provided. Tracking is available on the Australia Post website. Delivery of your order may take 3-14 days.
AU$50, orders will be sent out using DHL Express. Delivery of your order will take 1-3 working days. Full tracking is provided from the DHL website.
Orders received by 9am AEST on a business day and pending credit verification, will be dispatched on that business day. Orders placed on a weekend or public holiday will be dispatched on the following business day.
Orders will be shipped within 24 hours pending credit verification.
You may be responsible for import and/or customs duties on your order and will be responsible for paying these duties to release your order from customs upon arrival.
If you do not receive your order in the timeframe specified, please contact us on +612 9331 1014 or email us at email@example.com.
You will be sent a Shipping Notification with a tracking number via email once your order has been dispatched. You will then be able to track the status of your delivery with the link provided in this email.
You can also track your order using the “View Your Order” link under Customer Care in the footer.
ONLINE RETURNS POLICY*
We happily accept returns on full priced items within 7 days of receiving your order for an exchange, credit note or refund. All items must be unused and in original condition with tags attached. All footwear must have original, undamaged shoeboxes with no sole markings or scratches.
Due to hygiene reasons earrings, hosiery, lingerie and hairpieces are unable to be returned for change of mind.
Swimwear will not be accepted for return or exchange if the hygiene strip as been removed or altered in any way.
Please choose carefully as we do not accept returns or exchanges on sale items unless faulty.
Domestic returns on full priced items over $100 will be free of charge. Currently, returns on International orders will be covered by you and return postage costs are non refundable unless the items are found to be faulty. You may contact us at firstname.lastname@example.org.
*Please contact one of our retails stores for any questions regarding in-store purchases, returns and exchange.
HOW DO I RETURN AN ITEM?
To return via our retail stores: Visit us in store within 7 days of receiving your order and our friendly staff will assist you with an exchange or credit note. For a refund request, please contact us at email@example.com as we do not offer refunds at our retail stores.
To return via post: Please contact us at firstname.lastname@example.org within 7 days of receiving your order providing your order number and brief explanation of your return/exchange. We will then issue you with a Returns Authorisation Number (RA#) and instructions on how to return your order.
All items are to be returned within 7 days from the date of issue of your RA#. Items received after the 7-day time frame will be assessed at our discretion. Items returned without an RA# will not be accepted and will be returned at your expense.
If you need to return an item and cannot use our Australia Post returns service, for security and peace of mind, we recommend that you use an insured registered post as we are not liable for any lost returned items.
Please send your returned goods along with valid RA# to:
Incu 256 Oxford Street Paddington NSW 2021 ATTN: Online RA# __________
I HAVE RETURNED AN ITEM WHAT HAPPENS NEXT?
Once your returns package has been accepted, you will either receive your new item (for exchange), or a refund on the cost at purchase (excluding any shipping cost) directly to the credit card from your original transaction. An email will be sent to you confirming your refund/exchange. For any questions regarding the return/exchange process, please email us at email@example.com.
We monitor returns to identify potential abuse or misuse of our return policies. Continued returns will be flagged and potentially refused, or lead to the closure of your Incu customer account at our discretion.
CHRISTMAS DELIVERY / RETURNS
For pre-Christmas delivery, complete your order by close of business 18th December. Although Australia Post's deadline for pre-Christmas delivery is 21st December, Incu Pty Ltd cannot guarantee delivery before Christmas for orders made after 18th December.
Any items purchased in December as a gift will have an extended returns period. Customers have until 5th January 2018 to place returns in the post. We will not accept returns posted after 5th January 2018 unless items are faulty.