FAQs
Item(s) purchased via E-boutique can be returned for a full refund or exchange (excluding postage) providing our return Terms & Conditions are met.
Please note, E-boutique returns cannot be returned to our UK boutique.
If you would like to return an item purchased via our Eboutique please contact visit our Returns Portal
The freight cost for change of mind returns is at the customer's expense.
Please note E-boutique does not accept refunds for change of mind on clearance items or sale items discounted by 30% or more, subject to our Terms & Conditions. Clearance and sale items can be returned to E-boutique for an exchange, subject to our Terms & Conditions.
Items purchased during 20% off promotions off are not considered sale items and are eligible for change of mind refunds, subject to our Terms & Conditions.
Any items received by E-Boutique that do not comply with our return conditions will be returned to sender.
Please note: we do not accept returns or exchanges to our E-Boutique or KOOKAÏ boutiques on jewellery as detailed in our Terms & Conditions.
The goods are your responsibility until they reach our office, so ensure it’s packed securely or using a postal service that insures you for the value of the items you are posting. In the unlikely event that an item is returned to us in an unsuitable condition, 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 have your refund processed. Once your item has been received and refunded you will receive an email notification once this has been done (Please allow 1-5 days for your refund to appear in your account).
Should you wish to change your order after your payment has been processed, please contact us immediately by emailing concierge@kookai.com and we will try our best to accommodate your request.
We are unable to cancel orders after items have been shipped.
During sale period we are unable to amend orders.
All payments for items purchased through the KOOKAÏ E-Boutique will be made through a secure payment gateway. A proof of purchase receipt for the transaction will be sent to you along with your purchase.We accept: Visa, Mastercard, AMEX, Apple Pay, Google Pay and Clearpay.
KOOKAÏ proudly offers Clearpay as a payment option for purchases made through our E-Boutique.
Clearpay is an interest free, deferred payment method that allows you to shop now, receive now, and pay via four equal fortnightly instalments.
MAKING A PAYMENT WITH CLEARPAY
You can complete your KOOKAÏ E-Boutique purchase with Clearpay by selecting ‘Clearpay’ as your payment method at checkout and entering in your existing Clearpay account details or registering for a new Clearpay account.
Your first instalment will be processed at the time of purchase. There is no minimum purchase requirement to use Clearpay in the KOOKAÏ E-Boutique, however maximum transaction limits apply to your Clearpay account, which may vary from time to time. You can check your personal transaction limit by logging into your Clearpay Account. Clearpay may require ID Verification to use Clearpay as a payment option. For more information on this process please visit the Clearpay website.
Please note, Clearpay may impose late payment fees if you are unable to make a payment by the scheduled date. Late payments currently incur a £6 late payment fee, with an additional £6 fee where a payment remains outstanding for a total period of 7 days. For orders below £24, a maximum of one £6 late fee may be applied per order. For each order of £24 or above, the total of the late fees that may be applied are capped at 25% of the original order value or £36, whichever is less. If you have any questions in relation to fees, payments or your Clearpay account, please contact Clearpay directly, as KOOKAÏ are unable to assist with enquiries relating to fees or accounts.
For full details on registering for a Clearpay account, including eligibility and other terms and conditions, please visit the Clearpay website.
RETURNING ITEMS PURCHASED WITH CLEARPAY
Purchases made through Clearpay in the KOOKAÏ E-Boutique are subject to the same Returns and Exchanges policy as for purchases via other payment methods.
Where you are entitled to a refund of your order, any remaining instalments left on your Clearpay payment plan will be cancelled, and the amount paid to date will be refunded to you directly by Clearpay.
If you have any further questions about purchasing from the KOOKAÏ E-Boutique with Clearpay, please contact us.
We will do everything we can to deliver your order as quickly as possible. Please allow up to 3-6 Business days to receive your parcel.
- All orders are shipped from Australia and posted via Seko Logistics or DHL International Express delivery.
- During sale periods, there may be slight delays in receiving your order due to increased volumes.
Standard postage is free for orders over GBP £100, and a Flat Rate of GBP £10 for all other orders. Express postage is free for orders over GBP £200, and a Flat Rate of GBP £15 for all other orders.
You can track your order here.
KOOKAÏ currently ships online orders to Australia, New Zealand, United States, United Kingdom, Canada, Singapore, Brazil, China, Germany, Greece, Hong Kong, India, Ireland, Italy, Japan, Malaysia, Mexico, Netherlands, Philippines, Poland, Romania, South Korea, Spain, Sweden, Switzerland, Taiwan and Vietnam.
If an item you have purchased from us is faulty please contact our E-boutique team via concierge@kookai.com to discuss your options for repair, replacement, exchange or refund, subject to our Terms and Conditions. Please provide an image of the fault so we can assist you further.
Orders are delivered with Authority to Leave (ATL), meaning your parcel may be left in a safe place without needing a signature. In some areas, our delivery partner may require a signature at their discretion or take it to your local post office for collection.
What is the KOOKAÏ Welcome Discount?
When you subscribe to the KOOKAÏ mailing list, you may be eligible to receive a 10% welcome discount to use on one online order at KOOKAÏ.
Eligibility for the welcome discount is determined at the time you subscribe. KOOKAÏ may exclude customers from receiving the welcome discount if they unsubscribe and resubscribe, if fraudulent activity is suspected, or at KOOKAÏ’s discretion.
Does the Welcome Discount expire?
Yes. The KOOKAÏ Welcome Discount is valid for 7 days from the date it is issued.
Where can I use my Welcome Discount?
The Welcome Discount can be used online only via the KOOKAÏ website.
Can I use the Welcome Discount in store?
No. The Welcome Discount is available for online orders only and cannot be used in KOOKAÏ boutiques.
Is the Welcome Discount valid on all items?
No. The Welcome Discount excludes the following items:
- Sale items
- Clearance items
- Scent Collection
- Gift Cards
- Leather Apparel
Can I use my Welcome Discount during an online promotion?
No. The Welcome Discount is not valid during online promotions.
Can I use the Welcome Discount with another offer?
No. The Welcome Discount cannot be used in conjunction with any other offer.
Can I use the Welcome Discount more than once?
No. The Welcome Discount can only be used on one online order.
Where do I redeem my Welcome Discount?
You can redeem your Welcome Discount online at checkout, subject to the offer terms and exclusions.
Why didn’t I receive a Welcome Discount after subscribing?
You may not receive a Welcome Discount if KOOKAÏ determines you are not eligible. This may include situations where you have unsubscribed and resubscribed to the mailing list, where fraudulent activity is suspected, or where KOOKAÏ otherwise determines eligibility at its discretion.