My order arrived damaged or missing itemsUpdated 3 months ago
My order arrived damaged or missing items
We're so sorry to hear your order didn't arrive as expected. Please know that we'll do everything we can to make it right — as quickly as possible.
Missing Items
If something is missing from your order, please contact us straight away with the following details:
- The names of the missing products
- Your order number and any relevant order information
Once we receive your details, we'll investigate with our dispatch team promptly and send out your missing items — complete with tracking information once they're on their way.
Damaged Items
If your order arrived damaged, here's what we need from you to get a replacement sorted:
- A photograph of the damaged product
- A photograph of the packaging showing the damage
Our insurance policy requires photographic evidence of both the product and packaging before we can process a replacement.
Once we've reviewed your photos, a replacement will be dispatched to you as soon as possible, subject to availability.
Tips for a Faster Resolution
- Report the issue as soon as possible after receiving your order
- Make sure your photos are clear and well-lit so our team can assess the damage quickly
- Include your order number in your message to help us locate your order right away.
We sincerely apologise for the inconvenience — this isn't the IKOU experience we want for you, and we appreciate you giving us the chance to make it right.
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