Hilo Knit Polo

Australia

We offer free express shipping on all Australian domestic orders over $250.

For all orders under $250, 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.

New Zealand

We offer free express shipping for orders over $250 AUD.

For all orders under $250 AUD a shipping fee of $15 AUD will be applied at the checkout.

All orders are sent via DHL express on an overnight service. For rural/regional areas please allow an additional 24 hours.

Please also allow 1-2 business days for your order to be processed and dispatched from our warehouse.

You will receive an email confirmation with your tracking number once your order has shipped.

USA & Canada

We offer express shipping to USA and Canada for $25 AUD. 

All orders are sent via DHL on an Express service with an expected delivery time of 3-5 business days.

Please also allow 1-2 business days for your order to be processed and dispatched from our warehouse.

You will receive an email confirmation with your tracking number once your order has shipped.

Rest of world

We offer express shipping a flat rate of $35 AUD.

Your order will be sent on an express DHL service with an expected delivery time of 3-5 business days.

Please also allow 1-2 business days for your order to be processed and dispatched from our warehouse.

You will receive an email confirmation with your tracking number once your order has shipped.

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. 

T&C's

*The free domestic shipping offer does not apply to certain products and promotions. If your order is eligible for free shipping the discount will automatically apply at the checkout. 

Unfortunately some shipping restrictions may apply to certain brands and products sold online. If an item cannot be shipped to your shipping destination a message will apply at the cart. 

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 Returns

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. 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.

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.

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: 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. 

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, Klarna or Zip, 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. 

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.