Everything you need to know about IKOU's returns policy, eligibility, and timeframes.

<h2 id="return-and-exchange-policy">Return and Exchange Policy</h2>We want you to love every IKOU product you bring home. If something isn&apos;t quite right, here&apos;s everything you need to know about our returns and exchanges policy.Return &amp; Exchange ConditionsWe happily accept returns and exchanges for change of mind provided all of the following conditions are met:<ul><li style="font-family: Georgia, serif;">Items are in perfect, unopened condition and in their original packaging</li><li style="font-family: Georgia, serif;">Request is made within 30 days of purchase</li><li style="font-family: Georgia, serif;">Proof of purchase is provided</li><li style="font-family: Georgia, serif;">Item is not a sale item &#x2014; sale items are excluded from returns and exchanges</li></ul>How to Start a Return or ExchangeReturns and exchanges must be pre-authorised before sending anything back to us. To get started:<ol><li style="font-family: Georgia, serif;">Fill in the form on our <a href="https://ikou.com.au/pages/contact-us" target="_blank" rel="noopener noreferrer">Contact Page</a> with your request details</li><li style="font-family: Georgia, serif;">Our team will review your request and send you return instructions</li><li style="font-family: Georgia, serif;">Send your item back following the instructions provided</li><li style="font-family: Georgia, serif;">For exchanges &#x2014; once we receive your item in perfect condition, we&apos;ll dispatch your new product right away</li></ol>Return Shipping Costs<table style="margin-right: calc(29%); width: 71%;"><thead><tr><th scope="col"> </th><th scope="col">Cost</th></tr></thead><tbody><tr><td style="text-align: center;">Return shipping</td><td style="text-align: center;">At your own expense</td></tr><tr><td style="text-align: center;">Re-delivery fee (Australia-wide)</td><td style="text-align: center;">$9.95</td></tr><tr><td style="text-align: center;">Re-delivery fee (International)</td><td style="text-align: center;">Calculated by Australia Post</td></tr></tbody></table> Important Notes for Exchanges<ul><li style="font-family: Georgia, serif;">Your exchange item will not be dispatched until we have received and inspected your original purchase</li><li style="font-family: Georgia, serif;">For items valued over $49, we strongly recommend using a trackable shipping service or purchasing shipping insurance</li><li style="font-family: Georgia, serif;">Please note that IKOU cannot guarantee receipt of returned items &#x2014; trackable postage protects you as the sender</li></ul> Still need help?We&apos;re here for you. If you couldn&apos;t find what you were looking for, our customer care team is happy to assist.&#x1F4E9; <a href="https://ikou.com.au/pages/contact-us" target="_blank" rel="noopener noreferrer">Contact Customer Support</a>&#x1F550; Customer Care Hours (AEST)Mon &#x2013; Thu: 9:00am &#x2013; 5:00pm Fri: 9:00am &#x2013; 3:00pm

What is your returns policy?

Step-by-step guide to requesting a change-of-mind return or exchange with IKOU.

<h2 id="how-do-i-request-a-return-or-exchange-due-to-change-of-mind">How do I request a return or exchange due to change of mind?</h2>Changed your mind? No worries &#x2014; here&apos;s everything you need to know about returning or exchanging an IKOU online order.Before You BeginPlease make sure your item meets the following conditions before lodging a return or exchange request:<ul><li style="font-family: Georgia, serif; color: rgb(0, 0, 0);">Item is unopened and unused and in its original packaging</li><li style="font-family: Georgia, serif; color: rgb(0, 0, 0);">Request is made within 30 days of purchase</li><li style="font-family: Georgia, serif; color: rgb(0, 0, 0);">Proof of purchase is available</li><li style="font-family: Georgia, serif; color: rgb(0, 0, 0);">Item is not a sale item &#x2014; sale items are excluded</li></ul><blockquote>Please note: Online orders cannot be returned in-store. All online returns must be sent back to our fulfilment centre by post.</blockquote> Step 1 &#x2014; Contact Us FirstAll returns and exchanges must be pre-authorised before sending anything back. Please get in touch with our team first and we&apos;ll guide you through the process.&#x1F449; <a href="https://ikou.com.au/pages/contact-us" target="_blank" rel="noopener noreferrer">Submit a Request</a> Step 2 &#x2014; Send Your Item BackOnce your return has been authorised, send your item to our fulfilment centre using the postage service of your choice.<blockquote>Return shipping is at your own expense.For items valued over $49, we recommend using a trackable service or purchasing shipping insurance &#x2014; IKOU cannot guarantee receipt of returned items.</blockquote>Return Address:IKOU Returns (please include your order number)<blockquote>33 Whitton St Katoomba NSW 2780</blockquote> Step 3 &#x2014; We&apos;ll Take It From Here<ul><li style="font-family: Georgia, serif; color: rgb(0, 0, 0);">For exchanges &#x2014; once we receive your item in perfect condition, we&apos;ll dispatch your new product with tracking information</li><li style="font-family: Georgia, serif; color: rgb(0, 0, 0);">For refunds &#x2014; please note that IKOU only offers refunds on faulty items. See <a href="https://ikou-r24guzgdoke.gorgias.help/en-US/what-if-my-product-is-faulty-or-damaged-5120879" target="_blank" rel="noopener noreferrer">What if my product is faulty or damaged?</a> for more information</li></ul> Still need help?We&apos;re here for you. If you couldn&apos;t find what you were looking for, our customer care team is happy to assist.&#x1F4E9; <a href="https://ikou.com.au/pages/contact-us" target="_blank" rel="noopener noreferrer">Contact Customer Support</a>&#x1F550; Customer Care Hours (AEST)Mon &#x2013; Thu: 9:00am &#x2013; 5:00pm Fri: 9:00am &#x2013; 3:00pm

How do I request a return or exchange due to change of mind?

How to report a faulty or damaged IKOU product and what happens next.

<h2 id="what-if-my-product-is-faulty-or-damaged">What if my product is faulty or damaged?</h2>We&apos;re so sorry to hear your order didn&apos;t arrive in perfect condition. Please know we&apos;ll do everything we can to make it right &#x2014; quickly and with care.&#xA0;What We Need From YouTo get your replacement sorted as quickly as possible, please contact us straight away with the following:<ul><li style="font-family: Georgia, serif;">A clear photograph of the damaged product</li><li style="font-family: Georgia, serif;">A clear photograph of the packaging showing the damage</li></ul><blockquote>Our insurance policy requires photographic evidence of both the product and its packaging before we can process a replacement. The clearer your photos, the faster we can help.</blockquote>What Happens NextOnce we&apos;ve received and reviewed your photos:<ul><li style="font-family: Georgia, serif;">A replacement will be dispatched to you as soon as possible, subject to availability</li><li style="font-family: Georgia, serif;">You&apos;ll receive tracking information once your replacement is on its way</li><li style="font-family: Georgia, serif;">Our team will keep you updated every step of the way</li></ul>Tips for a Faster Resolution<ul><li style="font-family: Georgia, serif;">Report the issue as soon as possible after receiving your order</li><li style="font-family: Georgia, serif;">Make sure your photos are well-lit and in focus so our team can assess quickly</li><li style="font-family: Georgia, serif;">Include your order number in your message to help us locate your details right away</li></ul>Still need help?We&apos;re here for you. If you couldn&apos;t find what you were looking for, our customer care team is happy to assist.&#x1F4E9; <a href="https://ikou.com.au/pages/contact-us">Contact Customer Support</a>&#x1F550; Customer Care Hours (AEST)Mon &#x2013; Thu: 9:00am &#x2013; 5:00pm Fri: 9:00am &#x2013; 3:00pm

What if my product is faulty or damaged?

How long IKOU refunds take to process and when to expect funds back in your account.

<h2 id="how-long-do-refunds-take">How long do refunds take?</h2>Once your refund has been approved and processed, here&apos;s what to expect.&#xA0;Refund Timeframe<table style="margin-right: calc(35%); width: 65%;"><thead><tr><th scope="col"> </th><th scope="col" style="text-align: center;">Timeframe</th></tr></thead><tbody><tr><td style="text-align: center;">Funds returned to your account</td><td style="text-align: center;">2&#x2013;5 business days</td></tr></tbody></table> Processing times may vary depending on your bank or payment provider. Keep an eye on your account and check for a refund notification email from us confirming the refund has been issued.Haven&apos;t Received Your Refund Yet?If it&apos;s been longer than 5 business days and your refund hasn&apos;t appeared:<ul><li style="font-family: Georgia, serif;">Check your bank or payment provider &#x2014; processing times can occasionally run longer</li><li style="font-family: Georgia, serif;">Check your email for a refund confirmation from us</li><li style="font-family: Georgia, serif;">If you&apos;re still having trouble, please don&apos;t hesitate to reach out &#x2014; we&apos;re happy to look into it for you</li></ul> Still need help?We&apos;re here for you. If you couldn&apos;t find what you were looking for, our customer care team is happy to assist.&#x1F4E9; <a href="https://ikou.com.au/pages/contact-us" target="_blank" rel="noopener noreferrer">Contact Customer Support</a>&#x1F550; Customer Care Hours (AEST)Mon &#x2013; Thu: 9:00am &#x2013; 5:00pm Fri: 9:00am &#x2013; 3:00pm

How long do refunds take?

We pour our heart into every IKOU product and we always hope you love what you've chosen. To keep our standards high and ensure every customer receives products in their best condition, we do have some guidelines around what can and cannot be returne

<h2 id="what-items-are-non-returnable">What items are non-returnable?</h2>We pour our heart into every IKOU product and we always hope you love what you&apos;ve chosen. To keep our standards high and ensure every customer receives products in their best condition, we do have some guidelines around what can and cannot be returned.Returnable ItemsItems are eligible for return if they are:<ul><li style="font-family: Georgia, serif; font-size: 16px;">Unopened and in their original packaging</li><li style="font-family: Georgia, serif; font-size: 16px;">Within the return timeframe outlined in our <a href="https://ikou.com.au/policies/refund-policy" target="_blank" rel="noopener noreferrer">Returns Policy</a></li><li style="font-family: Georgia, serif; font-size: 16px;">In a condition that meets our return policy standards</li></ul>Non-Returnable ItemsThe following items are not eligible for return due to change of mind:<ul><li style="font-family: Georgia, serif; font-size: 16px;">Opened products</li><li style="font-family: Georgia, serif; font-size: 16px;">Purchased on sale price</li><li style="font-family: Georgia, serif; font-size: 16px;">Used products</li><li style="font-family: Georgia, serif; font-size: 16px;">Items not in their original packaging</li></ul>This policy is in place to ensure the safety, hygiene, and quality of every product that reaches our customers.Received a faulty or damaged item?We understand that sometimes things don&apos;t arrive as expected. If you&apos;ve experienced an issue with the item you received &#x2014; such as damage, a fault, or an incorrect product &#x2014; our team is here to help.<h2 id="isPasted"> </h2>Still need help?We&apos;re here for you. If you couldn&apos;t find what you were looking for, our customer care team is happy to assist.&#x1F4E9; <a href="https://ikou.com.au/pages/contact-us">Contact Customer Support</a>&#x1F550; Customer Care Hours (AEST)Mon &#x2013; Fri: 8:00am &#x2013; 4:00pm

What items are non-returnable?

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IKOU's returns policy, how to request a refund or exchange, and what items are non-returnable.

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