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FAQs

Changing or cancelling orders +-

Should you wish to change your order after your payment has been processed, please call us immediately on 09 448 5963 and we will try our best to accommodate your request.  There may be some instances where we are unable to modify your order.

Should you wish to cancel your order after payment has been processed, please call us immediately on 09 448 5963 and we will try our best to accommodate your request. . We are unable to cancel orders after items have been shipped.

 

Payment +-

All payments for items purchased through the KOOKAÏ Eboutique 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, PayPal and Afterpay. 

 

Afterpay +-

KOOKAÏ proudly offers Afterpay to as a payment option for purchases made through our E-Boutique. Afterpay is an interest free, deferred payment method that allows you to shop now, receive now, and pay later via four equal fortnightly instalments.

 

Making a payment with Afterpay

You can complete your KOOKAÏ E-Boutique purchase with Afterpay by selecting ‘Afterpay’ as your payment method at checkout and entering in your existing Afterpay account details or registering for a new Afterpay account.

For customers using Afterpay for the first time, your first instalment will be processed at the time of purchase. For existing Afterpay customers, your first instalment will be processed 14 days from the date of purchase. There is no minimum purchase requirement to use Afterpay in the KOOKAÏ E-Boutique, however maximum transaction limits apply to your Afterpay account, which may vary from time to time. You can check your personal transaction limit by logging into your Afterpay account. Afterpay may require ID Verification to use Afterpay as a payment option. For more information on this process please visit the Afterpay Website. 

 

Please note, Afterpay may impose late payment fees if you are unable to make a payment by the scheduled date. Late payments currently incur a $10 late payment fee, with an additional $7 fee where a payment remains outstanding for a total period of 7 days. If you have any questions in relation to fees, payments or your Afterpay account, please contact Afterpay directly here, as KOOKAÏ are unable to assist with enquiries relating to fees or accounts.

 

For full details on registering for an Afterpay account, including eligibility and other terms and conditions, please visit the Afterpay website. 

 

Returning items purchased with Afterpay

Purchases made through Afterpay in the KOOKAÏ E-Boutique are subject to the same Returns and Exchange policy as for purchases via other payment methods.

 

Where you are entitled to a refund of your order, any remaining instalments left on your Afterpay payment plan will be cancelled, and the amount paid to date will be refunded to you directly by Afterpay.

If you have any further questions about purchasing from the KOOKAÏ E-Boutique with Afterpay, please contact us.

Delivery times +-

We will do everything we can to deliver your item(s) as quickly as possible, however please allow up to 5 Business days to receive your parcel as delivery times may vary due to the CourierPost Network.

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. 

Postage is Free for orders $200 or more and Gift Vouchers. Orders less than $200 incur a $8 delivery fee (flat rate). 

Tracking orders +-

You can track your order here.

 

International orders +-

KOOKAÏ ships online orders to Australia, New Zealand, United States, United Kingdom and Singapore at this point in time.

 

Faulty garments +-

If you have received an item you believe to be faulty, please contact the KOOKAÏ on 09 448 5963  and they will endeavor to either find a replacement or issue a refund, subject to the conditions of our Refunds & Exchanges policy. 

 

Gift Wrapping +-

All items purchased through the KOOKAÏ Concierge will be wrapped in KOOKAÏ’s signature blue tissue paper with a KOOKAÏ sticker at no additional charge. Additional gift wrapping services may be available on request.

 

Purchasing Gift Vouchers +-

Gift Vouchers can be purchased online and in any KOOKAÏ boutique throughout Australia and New Zealand. Gift Vouchers are valid for 3 years from the date of purchase, can be redeemed in any KOOKAÏ boutique (Gift Vouchers are not redeemable online) and are subject to terms and conditions as contained on the voucher.

 

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 Concierge to arrange an exchange.