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Delivery & Returns


DELIVERY

All orders are delivered by DHL International Express for a flat rate of $15.

 

TAXES, CUSTOMS & IMPORT DUTY FEES

If you are outside Australia you will become the importer and may be liable to pay local sales taxes, and you will assume all liability under any customs or import laws and/or taxation regulations in connection with your order.

 

KOOKAÏ will, however, cover the cost of any customs and import duty payable on arrival of your order into your country of residence.

 

CURRENCY

All prices displayed on our website, including shipping, are in US Dollars unless stated otherwise.

 

DELIVERY PROCESS

Once your parcel has reached the DHL Delivery Hub you will receive a shipping confirmation email, which will include a tracking link for you to follow your parcel. Your parcel will be shipped from Melbourne, Australia using DHL Express will require a signature on delivery.  Please ensure you provide an appropriate shipping address that is attended during business hours, as DHL is unable to leave parcels unattended and is unable to deliver to PO boxes.  If you’re not present when delivery is attempted, the driver will leave a card in your mailbox with information on how to collect or arrange re-delivery.

 

Orders should be received within approximately 3-5 business days in major metro areas and capital cities, however please be aware there may be customs or other delays outside KOOKAÏ’s control. You can track your Order here: http://www.dhl.com.au/en/express/tracking.html or contact us if you have any questions or concerns about delivery. Please note, orders placed during Christmas or sale periods may take up to 10 business days to arrive.

 


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 finalized, please contact us immediately.

 

RETURNS

 

We do not accept change of mind returns or exchange for jewelry, lingerie and swimwear due to hygiene reasons, and we do not accept refunds or credit notes for change of mind on sale items. 

KOOKAÏ will gladly offer a refund or exchange for other items you wish to return back to our E-Boutique on the following conditions:

  • the item is returned within 21 days of delivery;
  • the item has not been worn or damaged;
  • the original tags are attached;
  • you present proof of purchase; and
  • you have contacted the KOOKAÏ Concierge to authorize your return.

To arrange a return to our E-Boutique, please contact the KOOKAÏ Concierge at concierge@kookai.com.au.

The items are your responsibility until they reach our office, so please ensure they’re sent using a trackable postal service and adequately insured.   KOOKAÏ will not be responsible for lost or damaged items.

You will need to pay for any postage fees involved in shipping the items you wish to return where you've changed your mind.  KOOKAÏ will refund the postage costs for any item deemed faulty, provided you authorize your return with the KOOKAÏ Concierge.

It can take up to 10 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 confirmation. Please allow 1-3 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 21 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 jewelry, lingerie and swimwear due to hygiene reasons. You will need to pay for any postage fees involved in shipping the items you wish to return where you've changed your mind. 

If the item you are after has been sold out, we will gladly refund you the cost of the product providing it meets our Terms & Conditions.

 

 

FAULTY ITEMS

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

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