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Delivery & Returns

DELIVERY +-

All orders are delivered by Express Post on the Australia Post Delivery network for a flat rate of $10.

INTERNATIONAL SHIPPING +-

Unfortunately we do not offer overseas shipping at this time. 

DELIVERY PROCESS +-

Once you have placed your order, delivery can take up to 1-3 business days* in major metro areas and capital cities and up to 10 Business days during Christmas and sale periods. 

Please note:

  • Delivery times may vary due to the Australia Post Delivery Network
  • Please allow 24hours for the warehouse to process your order if your order was placed on a Weekend/Public Holiday.
  • During peak seasons, orders may take up to 10 Business days to be delivered.
  • Orders placed after noon AEST will require an additional 1 business day to be delivered.

Once your order has reached the Australia Post Delivery Hub you will receive a shipping confirmation email, which will include a tracking link for you to follow your order.

Orders will be delivered between 7am and 9pm and will require a signature on delivery. If you’re not present when delivery is attempted, the driver will leave a card in your mailbox with information on how to collect your parcel at your nearest Australia Post outlet.

For further enquires on you’re your parcel location, please contact Australia Post here

*Express post-delivery may not apply to your region. To find out if your delivery address falls under the express post network, visit Australia Post here.

CHANGE OF ADDRESS +-

We cannot be held responsible for an incorrect address being entered on your order.

Address Confirmation is given on the review & buy page in the checkout section of the site. If this is not noticed until after your order is finalised, please contact us immediately.

You can track your item on the Australia Post Website here

Please don’t hesitate to contact 03 9026 9599 or concierge@kookai.com.au with any queries.

RETURNS +-

If you would like to return an item purchased via our E-Boutique, please contact us so we can authorise a return for you. Please note the cost of the return postage is at your expense.

You can return any item purchased via our E-boutique for a full refund of the purchased price (excluding postage) within 14 days of receiving your original order provided it meets our Terms & Conditions for returns. We do not accept change of mind exchanges or returns for jewellery, lingerie and swimwear due to hygiene reasons. 

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 7 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).

EXCHANGES +-

If you would like to exchange an item, please contact us so we can arrange this for you. Kookai will gladly offer an exchange for your item within 14 days of receiving your original order providing it meets our returns Terms & Conditions.

Items can only be exchanged in the same style, for a different colour or size. Items cannot be exchanged for other products. There are no change of mind exchanges on jewellery, lingerie and swimwear due to hygiene reasons.

If the item you are after has been sold out, we will gladly refund you the cost of the product.

 

Should you prefer to return or exchange your online purchase via one of our Kookai Boutiques, Kookai will gladly offer an exchange of gift card or product if your item meets the following criteria:

  • the item is returned within 14 days of purchase;
  • the item has not been worn or damaged;
  • the original tags are attached;
  • you present proof of purchase; and
  • the original cardholder is present.

 

Please note:

There is no change of mind exchange on jewellery, lingerie and swimwear due to hygiene reasons.

If any item is deemed to be faulty, you are entitled to a refund, repair or exchange provided you present proof of purchase. Kookai will also refund the postage costs for any item deemed faulty, provided you authorise your return with the Kookai Concierge.

Gift cards are valid for 12 months from the original date of purchase or exchange.

FAULTY ITEMS +-

All orders are inspected before packaging to ensure they are in excellent condition. In the unlikely event that the garment is deemed faulty, please contact us so we can resolve this issue for you.

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