FAQs

Our delivery partners DHL and Australia Post offer an “Under the Tree” guarantee on eligible services, helping ensure your KOOKAÏ gifts arrive in time for
Christmas.

Standard Post: 

NT - 15th December

VIC, NSW, ACT, QLD, SA, TAS - 17th December

Express Post: 

WA & NT - 18th December

VIC, NSW, ACT, QLD, SA, TAS - 19th December

Same Day Delivery (Melbourne Metro Only):

VIC - 22nd December before 10am AEST

Due to an exceptionally high volume of orders during our sale period, dispatch times may be longer than usual. Our team is working hard to process all orders as quickly and safely as possible, but you may experience a delay before your parcel is shipped.

We sincerely appreciate your patience and understanding, and we’re so grateful for your support during this busy period.

Should you wish to cancel your order after your payment has been processed, please contact our E-boutique team via concierge@kookai.com or + 61 03 8290 0500 to try our best to accommodate your request. There may be some instances where we will be unable to modify your order. 

We are unable to cancel orders after items have been shipped.

During sale period we are unable to amend orders.

All payments for items purchased through the KOOKAÏ online 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, AMEX, Apple Pay, Google Pay, PayPal as well as Afterpay.

KOOKAÏ Gift Cards can be redeemed online and are subject to terms and conditions as contained on the card.

KOOKAÏ proudly offers Afterpay as a Buy Now Pay Later to Australian customers as a payment option for purchases made through our E-Boutique and in our retail boutiques throughout Australia.

For more information on shopping with KOOKAÏ via Buy Now Pay Later payment options, please click here.

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

• Orders placed before 2pm AEDT weekdays (excluding Monday) will be dispatched same day
• Orders placed after 2pm AEDT will be shipped the following business day. 
• During Sale, there may be slight delays in receiving your order due to increased volumes.

Standard delivery is free for orders $100 and over. A Flat Rate of $5 per order applies for orders under $100. Express delivery is free for orders $150 and over. A Flat Rate of $10 per order applies for orders under $150. For more information on delivery options, please click here.

You will receive your tracking number via your shipping notification email.
The tracking status on your order will become valid once your parcel is in transit.

Please use the below links to track your order

Australia Post Tracking www.auspost.com.au/track/ 

On Demand Tracking www.startrack.com.au/track/search

During sale periods, there may be slight delays in receiving your order due to increased volumes. 

Once you have received your tracking number, you can track your order here. 

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 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. Alternatively, you can also initiate a return via our returns portal here and provide images of the item you believe to be faulty. KOOKAÏ E-Boutique will then be in touch to discuss your options.

For our Terms & Conditions please click here.

Purchasing KOOKAÏ Gift Cards

Gift Cards can be purchased on the KOOKAÏ website and in any KOOKAÏ boutique throughout Australia. Gift Cards are valid for 3 years from the date of purchase, can be redeemed in any KOOKAÏ boutique in Australia or the KOOKAÏ website and are subject to Terms and Conditions as contained on the card and in our Terms and Conditions here. 

Redeeming your KOOKAÏ Gift Card online

Enter your gift card number in the 'apply gift card' box at checkout as is without any spaces or ‘#’ and click apply.

Tips for redeeming your KOOKAÏ Gift Card

If you have followed the steps above and your gift card is not successfully redeemed at checkout, here are some other useful tips you can try.

• Gift cards are not redeemable if you are checking out using ShopPay.
• Switch the internet browser. Sometimes the gift card may not work on Google Chrome.
• Change the device that is being used.
• Enter the gift card details first during the checkout process prior to entering in any other details.
• Delete your history and re-try the process again.

If you are still experiencing issues with your gift card, please contact us for assistance here.

‘HER’ Gift Cards

We accept The Card Network’s ‘HER’ Gift Cards in $50 and $100 denominations as payment through our E-Boutique and in all Australian KOOKAI boutiques. Purchases made with ‘HER’ Gift Cards are also subject to The Card Network’s terms and conditions [link: https://thecardnetwork.com.au/pages/terms-conditions] as displayed on their website and updated from time to time.

 

Using Your ‘HER’ Gift Card Online

To use your ‘HER’ Gift Card in our E-Boutique, please follow the process detailed on The Card Network’s website [https://thecardnetwork.com.au/pages/the-her-card] to swap your ‘HER’ Gift Card for a KOOKAI e-gift card. All terms and conditions of KOOKAI e-gift cards will apply from the time your KOOKAI e-gift card is issued [link: https://www.kookai.com.au/pages/terms-conditions]. Once your KOOKAI e-gift card has been issued (this should only take a matter of minutes), enter the unique code and PIN at checkout in our E-Boutique to process your payment.

 

Using Your ‘HER’ Gift Card in our Boutiques

To use your ‘HER’ Gift Card in our Australian boutiques, select ‘savings’ at the EFT terminal and enter the PIN on the back of the card. If you experience any issues using your ‘HER’ Gift Card, please contact The Card Network directly. [link: https://thecardnetwork.com.au/]

When at checkout, you will have the option to make a $2 donation to the Katalyst Foundation.

Katalyst is a KOOKAI supported charity established by one of our founders, Robert Cromb. It is committed to breaking the cycle of poverty in the remote, underprivileged regions of Fiji.

Your generous donation will help support our projects and provide hope for many.

The $2 donation will be processed as part of your transaction. 100% of funds donated will go to Katalyst.

Our Terms and Conditions will apply to all donations made.

If you wish to make a further donation, you can Donate Here.

For more information about Katalyst and our ongoing projects, please visit the Katalyst Website.

When will my Click & Collect order be ready for collection? 

You will receive an email and SMS notification confirming that your Click & Collect order is ready for collection. Once you receive the 'Ready to Collect' notification, you can visit your selected boutique to collect your order. View boutique opening hours here.  Please show the team your ‘Ready to Collect’ email or SMS and ID matching the name of the order.

 

Is Click & Collect available at all boutiques?

The majority of our Australian boutiques offer Click & Collect. All boutiques that are available for Click & Collect are displayed when selecting your preferred item(s). Boutiques available for Click & Collect are subject to change during peak promotional periods.

  

Can someone collect my Click & Collect Order on my behalf?

If you require your order to be collected by someone else, please contact the selected boutique directly to let the team know that someone else will be collecting the order. Your nominated person will need to provide a copy of the 'Ready to Collect' email along with ID.

Are there any Click & Collect Fees?

No, Click & Collect is a complimentary service.

 

Can I purchase a Gift Card via Click & Collect?

No, Gift Cards are unavailable for purchase via Click & Collect. Gift Cards can be purchased online here and in any boutique.

 

Are all products available for Click & Collect?

All products ordered via Click & Collect are subject to availability. Some products may not be available for Click & Collect at your preferred boutique as availability is dependent on stock levels. Clearance products and Gift Cards aren't available for purchase via our Click & Collect service. 

 

How long will the boutique hold my Click & Collect order?

Your order will be held for 7 days at your selected boutique from the date you receive the 'Ready to Collect' notification. If you have not collected your order after three days of receiving the 'Ready to Collect notification, you will receive a reminder email. If your order is not collected within 7 days of the collection date, your order may be cancelled and a refund issued.

 

What if I can't make it to collect my order within 7 days?

If you are unable to collect your order within 7 days of it being ready for collection and you would like to arrange an alternative collection time, please contact the boutique directly on the phone number listed at the bottom of the ready to collect email.

 

Can I cancel my Click & Collect Order?

Should you wish to cancel your order after payment has been processed, please contact the KOOKAÏ CX team immediately on 03 8290 0500 and we will try our best to accommodate your request. Please note there may be instances where we are unable to cancel your Click & Collect order.

 

Can I return or exchange an item purchased via Click & Collect?

Yes, products purchased through Click & Collect can be returned or exchanged in store in line with our Click & Collect Returns Policy which you can view in our Terms & Conditions. 

 

Can I add or remove products after placing my Click & Collect order?

Unfortunately we are unable to amend your order once your order has been placed. You are, however, welcome to place a new Click & Collect order to add any additional items you'd like to purchase.

 

What happens if products in my Click & Collect order are out of stock once I have completed the purchase?

All products ordered via Click & Collect are subject to availability. Whilst we will do our best to ensure the availability of products you ordered at your preferred boutique, there may be instances where one or more products are out of stock. A member of our KOOKAÏ Customer Service team will contact you to discuss your order and offer a solution for you.

During sale periods, there may be slight delays with Click & Collect orders due to increased volumes.