Returns

Full priced items purchased via the KOOKAI E-boutique can be returned to the E-boutique within 21 days of receipt for an exchange, gift card or refund (excluding postage) provided they meet the following conditions:

Items purchased at 20% off during promotions are considered full price and are eligible for change of mind refunds subject to our Terms & Conditions.

Sale items purchased via E-boutique can be returned for change of mind to E-boutique within 21 days of receipt for an exchange or gift card provided they meet the following conditions:

Final Sale items are not able to be returned or exchanged for change of mind.

Any items received by E-Boutique that do not comply with our return conditions will be returned to sender. 

If you would like to return in store, you are welcome to exchange your items or receive a store credit within 21 days of receipt provided the items meet the following conditions:

Christmas Gift Exchange Policy 

Purchases made online or in any Kookai Boutique from Friday 24th November 2023 will have an extended change of mind returns period for an exchange or credit note until Friday 29th December 2023. Refunds for change of mind returns are still available in line with the existing refund policy, being returns made within 21 days of purchase. All other Terms and Conditions continue to apply.

If you would like to return an item purchased via KOOKAÏ E-boutique, please print out the Returns Form which can be found via the link in the Shipping Confirmation email and contact our E-boutique team at nzconcierge@kookai.co.nz to authorise your return.

Please note the freight cost for returns is at the customer’s expense.

Item(s) can only be exchanged for the same style in a different size or colour or another item of the same value.

We recommend sending your return via trackable post as the goods are your responsibility until they reach E-boutique.

Please allow up to 7 days to receive your refund from when we receive your parcel.

Refunds will be applied to the original payment method. You will receive an email notification once the return has been processed.

Visibility of your refund may vary depending on your payment method and provider and can take up to 5 business days. 

Where the original payment method is no longer available, we may issue a gift card or exchange.

If an item you have purchased from us is faulty please contact our E-boutique team via nzconcierge@kookai.co.nz or + 61 03 8290 0500 to discuss your options for repair, replacement, exchange or refund, subject to our Terms and Conditions. Please provide an image of the fault so we can assist you further.

Full priced items purchased in store can be returned to any New Zealand KOOKAI boutique within 21 days for an exchange, store credit or refund provided they meet the following conditions:

• Proof of purchase is provided
• The item has not been worn or damaged
• The item is in its original condition with tags attached
• The item is not a gift card or jewellery.

Sale items can be returned within 21 days for an exchange or store credit provided they meet the following conditions:

• Proof of purchase is provided
• The item has not been worn or damaged
• The item is in its original condition with tags attached
• The item is not a gift card or jewellery.

If any purchase from one of our boutiques is deemed faulty, you are entitled to an exchange, store credit, refund or repair provided you present proof of purchase. As part of our commitment to sustainability, all minor faults will be repaired by us where possible.

All refunds will be applied to the original payment method. Where the original payment method is unavailable, we may issue your refund via a KOOKAI gift card.

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