Delivery & Returns
Relocation of our Online Fulfilment Centre
Please note from Wednesday 6th November to Friday 8th November we are relocating our Online Fulfilment Centre. This means orders placed on Wednesday 6th will be fulfilled on Monday 11th November. If you would like to discuss your order please contact our Customer Service Team.
All orders are delivered by DHL International Express for a flat rate of £15. All orders are sent with Proof Of Delivery. We cannot be held responsible for any deliveries that have opted for ‘Signature Release’.
Once your parcel has reached the DHL Delivery Hub you will receive a shipping confirmation email, which will include a tracking link for you to follow your parcel. Your parcel will be shipped from Melbourne, Australia using DHL Express and will require a signature on delivery. Please ensure you provide an appropriate shipping address that is attended during business hours, as DHL is unable to leave parcels unattended and is unable to deliver to PO boxes. If you’re not present when delivery is attempted, the driver will leave a card in your mailbox with information on how to collect or arrange re-delivery.
Orders should be received within approximately 3-5 business days in major metro areas and capital cities, however please be aware there may be customs or other delays outside KOOKAÏ’s control. You can track your order here: http://www.dhl.com.au/en/express/tracking.html or contact us if you have any questions or concerns about delivery. During Promotion and Sale periods, there may be slight delays in receiving your order due to increased volumes.
CHANGE OF ADDRESS
We cannot be held responsible for an incorrect address being entered on your order.
Address confirmation is given on the review and buy page in the checkout section of the site. If this is not noticed until after your order is finalised, please contact us immediately.
TAXES, CUSTOMS & IMPORT DUTIES
As your order will be sent from Australia, you will become the importer of the products and acknowledge there may be import restrictions on certain goods or materials. KOOKAÏ will cover the cost of any customs and import taxes (excluding VAT, which is already included in the purchase price) applicable to your order.
CANCELLATION, REFUNDS & EXCHANGES
If you change your mind about your purchase and would like to return it, KOOKAÏ will gladly offer a refund or exchange for up to 21 days from receipt of your order, on the following conditions:
(i) the item has not been worn or damaged;
(ii) the original tags and hygiene stickers (where applicable) are attached and the item is in its original box, jewellery pouch or garment bag;
(iii) you present proof of purchase; and
(iv) you have contacted the KOOKAÏ Concierge to authorise your return.
Please note: Items can only be exchanged in the same style, for a different colour or size. Items cannot be exchanged for other products.
You may also cancel your order where we have told you of an upcoming change to the product or our Terms and Conditions, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
Full details of our policy for cancellation of orders can be found in our Terms and Conditions.
If you have received an item you believe to be faulty, not of satisfactory quality, not fit for a particular purpose or not as described, you have a right to the following remedies during the expected lifespan of the product:
- Up to 30 days: if your goods are faulty, then you can get an immediate refund;
- Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
- Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
ARRANGING A RETURN OR EXCHANGE
To arrange a return or exchange to our E-Boutique, please contact the KOOKAÏ Concierge at firstname.lastname@example.org or via phone +613 8290 0599. If you are cancelling your order, please send a copy of the Cancellation Form with your email notice of cancellation. For all other returns and exchanges, please complete the Returns Form included with your order.
Please post the items you wish to return via trackable post (eg, DHL) and ensure they're adequately insured. KOOKAÏ will refund the postage costs for any item deemed faulty or misdescribed or if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances (including where you are exercising your right to change your mind), you must pay the costs of return.
The goods are your responsibility until they reach our office, so ensure they're packed securely. In the event that an item is returned to us in an unsuitable condition, including where it has not been handled correctly, we may have to send it back to you.
It can take up to 14 business days for your return to arrive to our E-Boutique office, undergo a quality check and to process your refund. Once your item has been received and refunded you will receive an email notification. Please allow 1-5 days for your refund to appear in your account.
8-14 Hall St
Hawthorn East, Victoria, Australia, 3123
For full details of our cancellation, returns and exchanges policies please see our Terms and Conditions.