Returns FAQs

Items purchased via the KOOKAI E-boutique can be returned to the E-boutique within 21 days of receipt for an exchange 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 Final Sale Item or jewelry.

Items discounted by 70% or more are considered Final Sale Items. Please note E-boutique does not accept change of mind returns for a refund or exchange on Final Sale Items, subject to our Terms & Conditions.

The freight cost for change of mind returns is at the customer's expense.

The goods are your responsibility until they reach our office, so ensure it’s packed securely or using a postal service that insures you for the value of the items you are posting. Any items received by E-Boutique that do not comply with our return conditions will be returned to sender. 

It can take up to 10 business days for your return to arrive to our warehouse, undergo a quality check and have your refund or exchange processed. Once your item has been received and refunded or exchanged, you will receive an email notification once this has been done (Please allow 1-5 days for your refund to appear in your account).

To return or exchange your item, please visit our Returns Portal and enter your order number, pickup address and the items you'd like to return. We'll then provide you a prepaid DHL return label.

Returns are charged at a flat rate of $15 USD, which will be deducted from the original payment method.

If you’d prefer to use your own postal carrier, please include a note with your order number and full name inside the parcel so we can match it to your order. We recommend using a trackable service, as the goods are your responsibility until they reach us.

Exchanges are complimentary. Simply select the exchange option in the Returns Portal and a returns label will be provided free of charge.

If an item you have purchased from us is faulty, please let us know by contacting us at concierge@kookai.com. Please provide an image of the fault so we can assist you further. We will discuss your options for repair, replacement, exchange or refund, subject to our Terms and Conditions. 

Please allow up to 10 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 offer an exchange or an alternative payment method.