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Free shipping over $90 14 day returns Buy now, pay later

FAQs

Changing or cancelling orders +-

Should you wish to change your order after your payment has been processed, please call us immediately on +613 8290 0599 and we will try our best to accommodate your request.  There may be some instances where we are unable to modify your order.

Payment +-

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, PayPal as well as the Buy Now Pay Later options Afterpay, Klarna and Openpay (for Australian customers only). 

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

Buy Now Pay Later +-

KOOKAÏ proudly offers 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.

When shopping online with us, you can choose between Afterpay, Klarna or Openpay, by selecting your preferred payment method at the checkout. We currently offer Afterpay as an alternative payment method when shopping with us in our Australian boutiques.

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

  

Delivery times and Postage Cost +-

Due to the evolving COVID-19 situation in Australia, public holidays and delays in the postal network outside of our control, we're experiencing some delays in processing online orders. Unfortunately it may take us a little longer to get your purchases to you than we'd like. We thank you for your patience & understanding during this time and we promise it will be worth the wait!

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

  • Orders placed before 12pm weekdays (excluding Monday) will be dispatched same day.
  • Orders placed after noon AEDT will be shipped the following business day. 
  • During Promotion and Sale periods, there may be slight delays in receiving your order due to increased volumes. You will be advised of any expected delays during the checkout process.

Delivery is free for orders $150 and over. A Flat Rate of $10 per order applies for orders under $150. 

Tracking orders +-

You can track your order here

International orders +-

KOOKAÏ currently ships online orders to Australia, New Zealand, United States, United Kingdom, Canada and Singapore.

Faulty garments +-

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. 

For Terms & Conditions click here

Purchasing Gift Cards +-

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

‘HER’ Gift Cards +-

‘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/]

KOOKAÏ Sizing +-

Please refer to our Sizing Chart on each individual product page. If the item you have ordered is not the correct size, please contact the KOOKAÏ E-Boutique to arrange an exchange.