Delivery & Returns
For New Zealand customers, all orders throughout will be delivered using CourierPost.
Postage is a Flat Rate of $8 per order and $3 for Gift Card orders.
We will do everything to deliver your item(s) as quickly as possible, however please leave up to 5 Business days to receive your parcel using track and trace as delivery times may vary due CourierPost network.
You can track your item here
Once you have placed your order, delivery can take up to 1-5 business days* in major metro areas and capital cities and up to 10 Business days during Christmas and sale periods. Orders placed after noon EST may require an additional 1 business day to be delivered.
Once your order has been dispatched you will receive a shipping confirmation email and tracking number.Orders will require a signature on delivery. If you’re not present when delivery is attempted, the driver will leave a card in your mailbox with information on how to collect your parcel at your nearest depot.
For further enquires on your parcel location please click here.
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 finalised, please contact us immediately.
If you would like to return an item purchase via our E-Boutique, please contact us so we can authorise a return for you. Please note the cost of the return postage is at your expense.
Please note, we do not accept change of mind refunds or exchanges on jewellery, lingerie and swimwear due to hygiene reasons, and we do not offer refunds or credit notes for change of mind on sale items.
You can return any item purchased via our E-Boutique for a full refund of the purchase price (excluding postage) within 14 days of receiving your original order, provided it meets our Terms & Conditions for returns.
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.In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
It can take up to 7 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 notification once this has been done (Please allow 1-3 days for your refund to appear in your account).
Shop 266A Westfield Shopping Centre
Albany, Auckland, New Zealand 0632
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 14 days of receiving your original order providing it meets our returns T&C.
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 or returns on jewellery, lingerie and swimwear due to hygiene reasons.
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.
Should you prefer to exchange your online purchase via one of our Kookai Boutiques, Kookai will gladly offer an exchange of gift card or product if your item meets the following criteria:
- the item is returned within 14 days of purchase;
- the item has not been worn or damaged;
- the original tags are attached;
- you present proof of purchase; and
- the original cardholder is present.
There is no change of mind returns or exchange on jewellery, lingerie and swimwear due to hygiene reasons.
If any item is deemed to be faulty, you are entitled to a refund, repair or exchange provided you present proof of purchase. Kookai will also refund the postage costs for any item deemed faulty, provided you authorise your return with the Kookai Concierge.
Gift cards are valid for 12 months from the original date of purchase or exchange.
All orders are inspected before packaging to ensure they are in excellent condition. In the unlikely event that the garment is deemed faulty, please contact us so we can resolve this issue for you.
Please don’t hesitate to contact 09 448 5963. or firstname.lastname@example.org with any queries.