FAQs
Items purchased via the KOOKAI E-boutique can be returned to the E-boutique within 21 days of receipt for an exchange or refund (excluding postage) provided they meet the following conditions:
• The item has not been worn or damaged;
• The item is in its original condition with tags attached; and
• The item is not a Final Sale Item or jewelry.
Items discounted by 70% or more are considered Final Sale Items. Please note E-boutique does not accept change of mind returns for a refund or exchange on Final Sale Items, subject to our Terms & Conditions.
If you would like to return an item purchased via our Boutique please visit our Returns Portal. The freight cost for change of mind returns is at the customer's expense.
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. Any items received by E-Boutique that do not comply with our return conditions will be returned to sender.
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 or exchange processed. Once your item has been received and refunded or exchanged, you will receive an email notification once this has been done (Please allow 1-5 days for your refund to appear in your account).
Unfortunately, we are unable to process cancellations after an order has been placed.
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 and Afterpay (for USA customers only)
KOOKAÏ proudly offers Afterpay to US customers as a payment option for purchases of $35 or more (including shipping) made through our E-Boutique. Afterpay is an interest free, deferred payment method that allows you to shop now, receive now, and pay later via four equal instalments every two weeks. Afterpay cannot be used to purchase gift cards and is not available to Canadian customers at this point in time.
Making a payment with Afterpay
You can complete your KOOKAÏ E-Boutique purchase with Afterpay by selecting ‘Afterpay’ as your payment method at checkout and registering for a new Afterpay account or entering your existing Afterpay account details.
Please note, maximum transaction limits will apply to your Afterpay account, which may vary from time to time at Afterpay’s discretion. You can check your personal transaction limit by logging into your Afterpay account. Afterpay may impose late payment fees if you are unable to make a payment by the scheduled date.
For full details on registering for an Afterpay account, including eligibility, late payment fees and other terms and conditions, please visit the Afterpay website. If you have any questions in relation to your Afterpay account, please contact Afterpay directly as KOOKAÏ are unable to assist with enquiries relating to your account.
Returning items purchased with Afterpay
Purchases made through Afterpay in the KOOKAÏ E-Boutique are subject to the same Returns and Exchange policy as for purchases via other payment methods.
Where you are entitled to a full or partial refund of your order, any remaining instalments left on your Afterpay payment plan will be cancelled, and the amount paid to date will be refunded to you directly by Afterpay.
If you have any further questions about purchasing from the KOOKAÏ E-Boutique with Afterpay, please contact us.
We will do everything we can to deliver your order as quickly as possible. Please allow up to 3-5 Business days for your order to arrive in your destination country.
- KOOKAI fulfils orders from our New Jersey fulfilment centre via FedEx. If an order cannot be fulfilled entirely from this location, remaining items will be shipped from our Australia Warehouse via DHL Express at no additional charge. Please note, this may result in two separate deliveries for a single order.
- During sale periods, there may be slight delays in receiving your order due to increased volumes.
Postage is free for orders over USD $200, and a Flat Rate of USD $15 for all other orders.
You can track your order using either of the links below:
KOOKAÏ covers all applicable duties and taxes for online orders placed via our website.
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.