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Complaints Procedure

KOOKAÏ E-Boutique Complaints Procedure


We value our customers and strive to provide a high and consistent level of customer service. If you are unhappy with any of the products or the service that you have received while shopping or browsing in the KOOKAÏ E-Boutique, we would appreciate you taking the time to let us know so we have an opportunity to investigate this further and provide you with further information and/or a resolution.


  1. Making a complaint

All complaints are taken seriously and treated with strict confidence. We aim to handle complaints quickly, effectively and in a fair and honest way. We use valuable information from investigating to help us improve the customer experience when shopping with KOOKAÏ.


  1. Who can complain

Anyone affected by the way KOOKAÏ provides products and services through our E-Boutique can make a complaint.


A representative may complain for the affected person if they:


  • cannot make a complaint themselves, or
  • have given consent for the representative to act on their behalf


  1. How you can make a complaint

You can complain:

  • by telephone
  • by the website
  • by letter
  • by email


  1. Anonymous complaints

We deal with anonymous complaints under the same standard procedure. However, it is always better if you can provide contact details so we can tell you the outcome of our investigation.


  1. Responsibility

The KOOKAÏ E-Boutique Team has overall responsibility for dealing with complaints made about the products and services offered through the E-Boutique.


We will provide as far as is reasonably practical:

  • any help you need to understand the complaints procedure; or
  • advice on where you may get that help.


  1. How we handle complaints

The KOOKAÏ E-Boutique Team may ask one of the KOOKAÏ management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.


We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.


We will keep you informed about the progress of the investigation. We aim to have all complaints resolved within 14 working days unless we agree a different time scale with you.


When we have finished investigating, we will write to you or call you to provide:

  • details of the findings;
  • any action we have taken; and
  • our proposals to resolve your complaint. 


  1. Time limits

You should contact us as soon as you can after the date on which the event occurred or came to your notice. If you contact us more than 12 months after the event occurred or came to your notice, we may not be able to investigate properly. We will consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.


  1. Further steps

At any stage during the process, if you are not happy with the way we are dealing with your complaint you can contact the KOOKAÏ Customer Service Manager at:



Att: Customer Service Manager

Address: 8-14 Hall St, Hawthorn East, Victoria, Australia, 3123

Tel +61 3 8290 0500 (international call rates may apply)


Once we have finalised our complaint handling procedure for your complaint, if you are not happy with the outcome you can refer your complaint to your local ombudsman on consumer affairs body.