Shopping Safely with KOOKAI

The safety and wellbeing of our employees, customers, suppliers and the broader Australian community remains our top priority at this time. We will continue to post any changes to our processes on this page for your information.

All of our boutiques in NSW, QLD, SA and WA are open.

We have implemented extra safety precautions in all our boutiques to help you shop with us safely. Please check your local boutique's opening hours prior to visiting us, as these have been temporarily reduced.

While our VIC boutiques are temporarily closed until further notice, we're still delivering direct to your door across Australia via our online store and phone orders.

Our online store is open 24/7 and we will continue to deliver direct to your door throughout Australia.

We’ve put in place the following measures to ensure the highest standards of safety when you shop with us online: 

• Our designated warehouse space (where your order is packed), now has a maximum of 5 employees at any one time who are all required to wear masks and gloves.
• Sanitisation of our warehouse space is carried out frequently throughout the day.
• Items returned to us, are left quarantined for 3 days before our team move them into the E-Boutique office for processing.
• Our customer support team are available via phone, email and live chat to answer any queries you may have regarding online orders, returns and to offer styling advice.
• We will also be introducing new options for delivery, order collection, and styling over the coming weeks to ensure you can experience as much of the in-store shopping experience from home as possible.

We are actively monitoring the situation and will continue to follow State and Federal Government advice, and implement new measures as necessary.

Delivery Timeframes:

• We will aim to deliver your order to you within 1-3 business days from dispatch. However, there may be slight delays due to COVID-19 or other unforseen delays with our delivery network.
• Orders placed before 12pm AEST weekdays will be dispatched same day. 
• Orders placed after 12pm AEST will be dispatched the following business day.  
• During Promotion and Sale periods, there may be slight delays in receiving your order due to increased volumes. 
• Once your parcel has been scanned by the freight carrier you will receive an email with tracking details.
• Dispatch of orders may be delayed where address or payment information requires correction or verification
• For further information on the status of your order please contact our E-boutique Team via concierge@kookai.com.au or +61 382900599

To check if you fall within Australia Post's Express Delivery Network, click here.

For further enquiries on your parcel location, please contact our E-boutique team or contact Australia Post here

We're offering KOOKAÏ Collect through select boutiques in Sydney, allowing you to order and pay for your purchase via phone and pick it up via contactless collection. Find out more here.

Where you have returned your purchase to the E-Boutique, please allow additional time for your refund or e-gift card to be processed due to our new safety procedures.

Returns of Items Purchased in VIC Boutiques

We have extended the returns and exchanges period for items purchased in our Victorian boutiques on or after 29th Jun 2020 until 2 weeks after our VIC boutiques reopen. All other Term and Conditions will continue to apply.

If you have changed your mind about an item purchased in one of our Victorian boutiques on or after 29^th June 2020, please contact our Customer Service Team at customer.support@kookai.com.au who will happily assist you with the following options:

• Return it to our Customer Service Team for an e-gift card, which can be redeemed in our online store or in our boutiques once they reopen; or
• Return it to our boutiques for an exchange or gift card, once our boutiques reopen.

We recommend you contact your closest boutique before visiting to ensure the product you want is available.

If you believe an item you purchased in one of our boutiques to be faulty, please contact the Customer Service Team at customer.support@kookai.com.au so we can help you to find a solution.

Where you have returned your purchase to the Customer Service Team, please allow additional time for your return to be processed due to our new safety procedures.

All gift cards purchased prior to 21 January 2020, are redeemable in KOOKAI boutiques only. We are offering an exchange of these gift-cards for an e-gift card which can be used online and in our boutiques.

If you’d like to exchange your gift card for an e-gift card, please contact +61 382900500

If there’s any other way we can assist during this time, please connect with us via:

• Email: concierge@kookai.com.au
• Phone: + 61 38290 0500
• Live Chat: available via the blue bubble in the bottom right corner of your screen