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Returns

RETURNS & EXCHANGES +-

Full priced items purchased via the KOOKAI E-boutique can be returned to the E-boutique within 21 days of receipt for an exchange, gift card 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 gift card or jewellery.

 

Items purchased at 20% off during promotions are considered full price and are eligible for change of mind refunds subject to our Terms & Conditions.

Sale items purchased via E-boutique can be returned for change of mind to E-boutique within 21 days of receipt for an exchange or gift card 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 gift card or jewellery.

 

Final Sale items are not able to be returned or exchanged for change of mind.

Any items received by E-Boutique that do not comply with our return conditions will be returned to sender. 

If you would like to return in store, you are welcome to exchange your items or receive a store credit within 21 days of receipt provided the items meet the following conditions:

• Proof of purchase is provided;
• The item has not been worn or damaged;
• The item is in its original condition with tags attached; and
• The item is not a clearance item, jewellery or gift card.
 

 

Christmas Gift Exchange Policy 

Purchases made online or in any Kookai Boutique from Friday 24th November 2023 will have an extended change of mind returns period for an exchange or credit note until Friday 29th December 2023. Refunds for change of mind returns are still available in line with the existing refund policy, being returns made within 21 days of purchase. All other Terms and Conditions continue to apply.

 

INITIATE YOUR RETURN +-

If you would like to return your item(s) via a carrier of your choice, please contact E-boutique via concierge@kookai.com.au to authorise your return.

A return label will be generated for the item(s) being sent back for a refund at a flat rate of $8. This amount will be deducted from the total refund amount when the return is processed. Return labels generated for exchanges and gift cards are complimentary.

 

Please note item(s) being sent back for an exchange are subject to the availability of the requested item(s). Our E-boutique team will be in contact to verify your exchange.


Returns Via Alternative Carrier


If you would like to return your item(s) via a carrier of your choice, please contact E-boutique via concierge@kookai.com.au to authorise your return.


We recommend sending your return via trackable post as the goods are your responsibility until they reach E-boutique. We also kindly ask that you include paperwork inside the parcel containing your order number.


Returns Address:


KOOKAÏ E-Boutique
8-14 Hall St
Hawthorn East, Victoria, 3123

HOW LONG DOES MY RETURN TAKE TO PROCESS? +-

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.

FAULTY ITEMS +-

If an item you have purchased from us is faulty, please let us know by contacting E-boutique via concierge@kookai.com.auPlease 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

 

IN STORE PURCHASES +-

Full priced items purchased in store can be returned to any Australian KOOKAI boutique within 21 days for an exchange, store credit or refund provided they meet the following conditions:

  • Proof of purchase is provided
  • The item has not been worn or damaged
  • The item is in its original condition with tags attached
  • The item is not a gift card or jewellery.

Sale items can be returned within 21 days for an exchange or store credit provided they meet the following conditions:

  • Proof of purchase is provided
  • The item has not been worn or damaged
  • The item is in its original condition with tags attached
  • The item is not a gift card or jewellery.

If any purchase from one of our boutiques is deemed faulty, you are entitled to an exchange, store credit, refund or repair provided you present proof of purchase. As part of our commitment to sustainability, all minor faults will be repaired by us where possible.

All refunds will be applied to the original payment method. Where the original payment method is unavailable, we may issue your refund via a KOOKAI gift card.

Items purchased at a KOOKAI Outlet Store can only be returned to a KOOKAI Outlet location.

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