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Returns

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 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.

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 does not accept change of mind refunds on clearance items or 50%-70% off sale items, subject to our Terms & Conditions. Items purchased during 20% off promotions 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. 

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.

ARRANGING A RETURN OR EXCHANGE +-

To arrange a return or exchange to our E-Boutique, please contact the KOOKAÏ Concierge at concierge@kookai.com.au 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.

 

Returns Address:

 

Kookai E-Boutique

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.

FAULTY ITEMS +-

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.