FAQ

Questions? Talk to us! 

ORDERS

1. Can I update my order?
Once an order has been made, it's automatically routed to our warehouse. As such, we cannot make any changes or cancel orders. 

2. How do I check the status of my order?
Order status is reflected on your Account page, and is updated whenever there is a change in your order processing status. 

3. Can I use multiple promo codes/discounts at checkout? 
You can only use one promo code per order. If you have more than one, please choose the one you'd like to use most. 

4. Can I send my order as a gift? 
Sure you may! Let us know that it's a gift in the Order Notes section, or email us at hello@incognito.ltd with your order #.

6. What payment methods do you accept? 
We accept all major credit cards, Apple Pay and Google Pay. 

7. Can I place a corporate/bulk order? 
Email us at hello@incognito.ltd with your requirements, and we'll get back to you ASAP. 

GIFT CARDS

1. Do you sell physical gift cards?
We only sell online gift cards - you (or your recipient) will receive it in the mail, with a special code attached. 

2. Can I use a gift card on multiple orders?
As long as you have balance left over on your card, you can use it on as many orders as you like. 

3. Can I use a gift card with a promo code? 
Sure you can! 

4. Can I use multiple gift cards for an order? 
Yes, of course! 

SHIPPING & DELIVERY

1. Where do you ship to? 
We currently ship anywhere in the world - if Fedex/DHL ships to you, so do we! Please note that due to distribution agreements, certain products can only be shipped to specific territories. This is highlighted on each product page.

2. What shipping methods do you offer? 
We use a combination of couriers with different delivery times. You have the option of choosing your preferred courier option during checkout. 

3. How long does it take for an order to be processed? 
We process most orders within 1 business day. 

RETURNS & EXCHANGES

1. What is your return/exchange policy? 
All orders must be processed within 30 days of receiving the order. Your order # must be included to process a return. 

Products must be in their original packaging, in unworn, unaltered and brand new condition. Please view our Exchange & Refund policy for more information.

Gift cards are final sale and cannot be returned or exchanged. 

2. How do I place a return or exchange? 
We're sorry to hear you didn't love your order. Email us at hello@incognito.ltd with your order # and the products you'll like to return or exchange. 

3. How long does it take to process my return? 
We refund via your original method of payment, and depending on your card issuer, this can take anywhere from 10-21 business days. 

4. I received a wrong item/order! What should I do? 
We're so sorry about that! Reach out to us at hello@incognito.ltd and we'll be sure to correct that immediately. 

BRANDS/DISTRIBUTION/STOCKISTS

1. I'm a designer/brand owner and would like to be stocked at/distributed by Incognito.
We'd love to hear from you. Please email us at buy@incognito.ltd with more details!

2. I'm a stockist/retail partner and would like to carry some of the brands you represent. 
Please email us at hello@incognito.ltd with more details.