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Delivery & Returns

DELIVERY +-

We will do everything we can to deliver your order as quickly as possible. 

  • Please allow 1-4 Business Days to receive your parcel during non-promotional periods.
  • During promotional periods, you will be advised of any expected delays during the checkout process. 
  • Orders placed after noon AEST will be shipped the following business day. (Please allow an additional day for orders placed on a Monday). 
  • All orders are sent via Express Post and do require Signature On Delivery.
  • Once your parcel has been scanned by the freight carrier you will receive an email on how to track your order.
  • Postage is a Flat Rate of $10 per order.

For further enquiries on 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 +613 8290 0599 or concierge@kookai.com.au with any queries.

RETURNS & EXCHANGES +-

Returns & Exchanges to the KOOKAÏ E-Boutique

If you would like to return an item purchased via our E-Boutique, please fill out the Returns Form included in your order and contact us via concierge@kookai.com.au or (03) 8290 0599.

You can return item(s) purchased via our E-Boutique for a full refund of the purchase price (excluding postage) within 14 days of receiving your original order provided it meets our Terms & Conditions for returns. 

Exchanges can only be processed for an item in the same style, for a different colour or size. Items cannot be exchanged for other products.

The freight cost for change of mind returns will be at your expense and the goods are your responsibility until they reach our office. Please ensure they’re 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 for your refund to be processed. 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.

Please note: we do not accept returns or exchanges to our E-Boutique on jewellery or sale items, other than as required by the Australian Consumer Law as detailed in our Terms & Conditions.

Returns Address:

KOOKAÏ E-Boutique

8-14 Hall St

Hawthorn East, Victoria, 3123

Returns & Exchanges to a KOOKAÏ Boutique

Should you prefer to return or exchange your online purchase via one of our KOOKAÏ boutiques, KOOKAÏ will gladly offer an exchange or Credit Voucher in line with our Terms & Conditions.

Please note: we do not accept returns or exchanges to our boutiques on jewellery other than as required by the Australian Consumer Law as detailed in our Terms and Conditions

FAULTY ITEMS +-

If you have received an item you believe to be faulty, please contact the KOOKAÏ E-Boutique to discuss your options for a repair, replacement or refund, subject to the conditions of our Refunds & Exchanges policy, which can be viewed here

 

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