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NZ KOOKAÏ

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:

• 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 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:

• 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 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:

• 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 clearance item, jewellery or gift card.

Final Sale items are not eligible for a return or an exchange subject to the terms and conditions.

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

CHRISTMAS GIFT EXCHANGE POLICY
For the Christmas period, full price purchases made in any Kookai boutique or online from 6pm AEDT Tuesday 26th November 2024 will have an extended change of mind returns period for an exchange or credit note only until Monday 6th January 2025.

This extended change of mind returns period does not apply to refunds for change of mind. Refunds are still available in line with the existing refund policy, being returns for change of mind for a refund made within 21 days of purchase.

There is NO extension for change of mind returns on sale product.

All other Terms and Conditions of sale apply.

To initiate your return, please visit our Returns Portal

We recommend using trackable postage for returns, as the items are your responsibility until they reach E-boutique. Please include paperwork with your order number inside the parcel.

Returns Address:

KOOKAÏ NZ E-Boutique

8A Teed Street, Newmarket

Auckland 1023

New Zealand

Please allow up to 7 business days for your return to be processed once received at E-boutique.

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.

Final Sale items are not eligible for a return or an exchange subject to the Terms and Conditions.

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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