FAQ

Wholesale Portal – FAQS Page

Below are some Frequently asked questions that may arise whilst placing an order on the iKOU Wholesale Portal.
If you cannot find the answer to your question please contact the iKOU Sales Team at sales@ikou.com.au or 02 4782 9770 during business hours.

MY ACCOUNT:
Can I change my Company Name?
No. This must stay the same.
If you would like to change your company name, please send your request to the iKOU Sales Team sales@ikou.com.au

Can I change my login email address?
If you would like to change your login email address, please send your request to the iKOU Sales Team sales@ikou.com.au

I’ve forgotten my password how can I login?
No troubles, it’s an easy fix! When you are on the Login Page click on ‘Forgot Password’ enter the email address assigned to your account and submit. You will be sent an email, please follow the prompts to create a new password.

Can I change my shipping address?
Yes, you can update your shipping address in your account.



RETURNS:

I’ve made a mistake or ordered the wrong product on my order; can I change it?
No, you are not able to make changes to your order. We ask that you double check your orders thoroughly before completing.
Once you have completed and paid for your order, no changes can be made.

DELIVERY + DISPATCH:

How long will it take for my delivery to arrive?
Orders are processed Monday to Friday in our operating business hours. Once the iKOU Sales Team have processed your order, our Warehouse Team endeavour to ship within 24-48 hours.
 Please note: If you have ordered professional products we generally allow up to 7 days for production as they are made to order to ensure beautiful, fresh product.

How do I track my order?
An email will be sent with tracking details once dispatched. 

PAYMENT OPTIONS:

What payment options are available?
There are many ways that you can pay for your iKOU products.
We accept: Visa or MasterCard Credit Cards, PayPal, Google Pay and Apple Pay.

If I am an Approved Spa Partner, how do I make payment?
At checkout, click the Spa Partner Account option and complete order.
Please include your PO number in the “special instructions” comment box at shopping cart.


PRODUCTS AND PURCHASES:

What happens if a product I purchase is out of stock?
You will be unable to add a product to your Shopping Cart if a product is out of stock at the time of your order.
If for any unforeseen circumstances we are unable to provide a product that you have purchased, a credit note will be applied to your account.


Why can I not place an order under $500?
All orders must meet the minimum reorder requirement of $500 pre-GST and freight. As per iKOU Brand Partner Terms and Conditions, no exceptions can be made.

Why are some product pages coming up as blank?
If you do not have access to a range the page will come up blank when you try to click on it. If you would like to gain access to a range or collection the Sales Team would love to discuss if this is an opportunity for you.

Why can’t I order one Candle unit?
iKOU Candles are boxed for safety in transit. They must be purchased in pack quantities for this reason. The pack quantities available are: Large Candles 4 units, Small Candles 6 units.

Why do I need to order an Opening Range Kit if I haven’t had a product before?
To ensure purity of iKOU brand representation, the Body Scrubs in this range need to be ordered as an opening "Body Rituals Kit" the first time you stock so you become an iKOU Body Rituals Stockist.
This will also give you testers and everything you need to meet iKOU merchandising standards for this range. (For full details see Opening Kit at the base of this page).

What happens if I order a product that I haven’t stocked before?
If you order without having had a kit, iKOU will not supply, but will apply a credit (not a refund) to your account.

Once you have stocked the full opening range kit you may re-order products individually as needed to restock, always maintaining the full original range as required.

How do I know what ranges I can order?
You can purchase from the ranges and collections you already stock. If you have not stocked a product before and you need clarification if you will need to order an opening kit you can check out our opening range kits here. Alternatively, you can contact the iKOU Sales Team.
Please note: If you order without having had a kit, iKOU will not supply, but will apply a credit (not a refund) to your account.


If I have a PO where can I put this?
If you have a Purchase Order number you would like to be applied to your order. Please place this information the ‘Specials Instructions for Seller’ box in your shopping cart.

Can you send some samples for me to try?
Unfortunately we do not provide samples, however you are welcome to get in contact with the iKOU Sales Team to have a discussion which products are best for your business. We are here help to guide you.


NEED TO CONTACT US?

How can I get in contact with the team?


The iKOU Team is always happy to help!

CLICK HERE TO FIND CONTACT DETAILS: >CONTACT US

How can I submit feedback to iKOU?

CLICK HERE TO FIND CONTACT DETAILS: >CONTACT US