FAQs
We will do everything we can to deliver your order as quickly as possible. Please allow up to 3-5 Business days to receive your parcel.
- All orders are shipped from Australia and posted via DHL International Express delivery.
- During sale periods, there may be slight delays in receiving your order due to increased volumes.
Postage is free for orders over €100, and a Flat Rate of €15 for all other orders.
You can track your order here.
Should you wish to change your order after your payment has been processed, please contact us immediately by emailing concierge@kookai.com and we will try our best to accommodate your request.
We are unable to cancel orders after items have been shipped.
During sale period we are unable to amend orders.
All payments for items purchased through the KOOKAÏ E-Boutique 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, AMEX, Apple Pay, Google Pay and Clearpay.
If an item you have purchased from us is faulty please contact our E-boutique team via concierge@kookai.com 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.
Orders are delivered with Authority to Leave (ATL), meaning your parcel may be left in a safe place without needing a signature. In some areas, our delivery partner may require a signature at their discretion or take it to your local post office for collection.
What is the KOOKAÏ Welcome Discount?
When you subscribe to the KOOKAÏ mailing list, you may be eligible to receive a 10% welcome discount to use on one online order at KOOKAÏ.
Eligibility for the welcome discount is determined at the time you subscribe. KOOKAÏ may exclude customers from receiving the welcome discount if they unsubscribe and resubscribe, if fraudulent activity is suspected, or at KOOKAÏ’s discretion.
Does the Welcome Discount expire?
Yes. The KOOKAÏ Welcome Discount is valid for 7 days from the date it is issued.
Where can I use my Welcome Discount?
The Welcome Discount can be used online only via the KOOKAÏ website.
Can I use the Welcome Discount in store?
No. The Welcome Discount is available for online orders only and cannot be used in KOOKAÏ boutiques.
Is the Welcome Discount valid on all items?
No. The Welcome Discount excludes the following items:
- Sale items
- Clearance items
- Scent Collection
- Gift Cards
- Leather Apparel
Can I use my Welcome Discount during an online promotion?
No. The Welcome Discount is not valid during online promotions.
Can I use the Welcome Discount with another offer?
No. The Welcome Discount cannot be used in conjunction with any other offer.
Can I use the Welcome Discount more than once?
No. The Welcome Discount can only be used on one online order.
Where do I redeem my Welcome Discount?
You can redeem your Welcome Discount online at checkout, subject to the offer terms and exclusions.
Why didn’t I receive a Welcome Discount after subscribing?
You may not receive a Welcome Discount if KOOKAÏ determines you are not eligible. This may include situations where you have unsubscribed and resubscribed to the mailing list, where fraudulent activity is suspected, or where KOOKAÏ otherwise determines eligibility at its discretion.