Returns

Item(s) purchased via E-boutique can be returned for a full refund or exchange (excluding postage) providing our return Terms & Conditions are met.

If you would like to return an item purchased via our Eboutique please contact Eboutique concierge@kookai.com  

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).

You may return your item to the address below using carrier of your choice. If you choose this option, please email Eboutique concierge@kookai.com with Shipping Carrier and AWB so we can track your return.

KOOKAI Eboutique

8-14 Hall St

Hawthorn East,

Vic, 3123

Australia.

Alternatively, we can arrange a return for you via DHL for a flat rate of £15 GBP. The £15 GBP will be deducted from the original payment method. 

If you wish to proceed with the DHL option, please email Eboutique concierge@kookai.com with your order number, pickup address and the items you wish to return. We will then provide you with a DHL return label.

If an item you have purchased from us is faulty, please let us know by contacting us at concierge@kookai.com. Please provide an image of the fault so we can assist you further. We will discuss your options for repair, replacement, exchange, gift card or refund, subject to 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.

Please allow up to 7 business days for your return to be processed from when we receive your parcel. You will receive an email notification once the return has been processed.

Refunds will be applied to the original payment method. Visibility of your refund may vary depending on your payment method and provider and can take up to 5 business days to show.

Where the original payment method is no longer available, we may issue a gift card or exchange.