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Returns

RETURNS & EXCHANGES  +-

Item(s) purchased via E-boutique can be returned for a full refund or exchange (excluding postage) providing our return Terms & Conditions are met.

Please note E-boutique does not accept refunds for change of mind on clearance items or sale items discounted at 50% or more, subject to our Terms & Conditions. Sale items can be returned to E-boutique for an exchange or gift card, subject to our Terms & Conditions

Items purchased during 20% off promotions are not considered sale items and are eligible for change of mind refunds subject to our Terms & Conditions.

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

 Where you have returned your purchase to the E-Boutique Team, please allow additional time for your refund or e-gift card to be processed due to our new safety procedures.

Please note: we do not accept returns or exchanges to our E-Boutique or KOOKAÏ boutiques on jewellery other than as required by the Consumer Guarantees Act as detailed in our Terms & Conditions. KOOKAÏ Active can only be returned to the E-Boutique.

 

HOW TO RETURN YOUR ORDER +-

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

  

HOW LONG DOES MY RETURN TAKE TO PROCESS? +-

Due to increased safety measures we have implemented as a result of the COVID-19 situation, 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.

FAULTY ITEMS +-

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.