How do I request a return or exchange due to change of mind?Updated 3 months ago
How do I request a return or exchange due to change of mind?
Changed your mind? No worries — here's everything you need to know about returning or exchanging an IKOU online order.
Before You Begin
Please make sure your item meets the following conditions before lodging a return or exchange request:
- Item is unopened and unused and in its original packaging
- Request is made within 30 days of purchase
- Proof of purchase is available
- Item is not a sale item — sale items are excluded
Please note: Online orders cannot be returned in-store. All online returns must be sent back to our fulfilment centre by post.
Step 1 — Contact Us First
All returns and exchanges must be pre-authorised before sending anything back. Please get in touch with our team first and we'll guide you through the process.
Step 2 — Send Your Item Back
Once your return has been authorised, send your item to our fulfilment centre using the postage service of your choice.
Return shipping is at your own expense.For items valued over $49, we recommend using a trackable service or purchasing shipping insurance — IKOU cannot guarantee receipt of returned items.
Return Address:
IKOU Returns (please include your order number)
33 Whitton St Katoomba NSW 2780
Step 3 — We'll Take It From Here
- For exchanges — once we receive your item in perfect condition, we'll dispatch your new product with tracking information
- For refunds — please note that IKOU only offers refunds on faulty items. See What if my product is faulty or damaged? for more information
Still need help?
We're here for you. If you couldn't find what you were looking for, our customer care team is happy to assist.
🕐 Customer Care Hours (AEST)
Mon – Thu: 9:00am – 5:00pm Fri: 9:00am – 3:00pm