Terms And Conditions
1. Introduction
The website www.kookai.eu and its subdomains as well as the online store found on the Website (hereinafter: the Website, the Portal or the Store interchangeable) are run by KOOKAI IBERIA SL, a legal entity incorporated in Spain with company number CIF B-62208251, registered with business address Rambla Catalunya 120 Barcelona 08008 (referred to as KOOKAÏ, we, our or us).
2. Acceptance of the Terms of use and contracting the website
If you are under the age of 18, you need the consent of your legal guardian to place an order on the Website.
By using the Website and placing an order in the Store, you accept these terms and conditions (hereinafter: “the Terms”).
We may from time-to-time review and update these Terms including to take account of new laws, regulations, practices, products or technology. By using the Website, you are agreeing to all of these Terms. We will give you notice of updated Terms by posting it on the Website or by email. Your use of the Website will be governed by the most recent Terms posted on the Website. Where you have placed an online order on the Website, the Terms that apply to your online order are the Terms that were published on the Website at the time you placed your online order. You should also check this page regularly and take notice of any changes made.
You are advised to read these Terms carefully.
3. Availability of service
The products offered are distributed in the member states of the European Union listed on the Website at checkout as available for delivery (hereinafter: “the Territory”).
We are only able to send your order to an address located in the countries listed on the Website at checkout as available for delivery. The delivery methods and conditions of sale may differ per country.
4. Disclaimer regarding content and photographs
We have used our best endeavours to ensure all Content appearing on the Website is correct and up-to-date at the time of publication. KOOKAÏ does not represent or warrant the accuracy or completeness of the Content and is not responsible for any errors, omissions or defects.
Depending on the resolution of the screen you use to access the Website, the colours of products as displayed may not constitute an accurate depiction of the true colour of the item.
If the product is unavailable after purchase, KOOKAÏ will inform you of the full or partial cancellation of the order and, where applicable, a refund of the price, if applicable.
5. Price
The price of each product will be the one stipulated at any given time on the Website, except in the case of obvious errors. Although we try to ensure that all prices shown on the website are correct, errors may occur. If we discover an error in the price of any of the products you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.
Prices may change at any time, but (except as stated above) any changes will not affect orders for which we have already sent you a Shipping/Order Confirmation.
The prices indicated for each product include Value Added Tax (VAT) or other applicable taxes and will always be expressed in euros (€). Unless expressly stated otherwise, these prices do not include shipping, handling, packaging, shipping insurance, or any other additional services or additions to the purchased product. The product price, applicable taxes, and shipping costs will be itemized at the time of purchase so that you can know exactly what each price entails.
The prices applicable to each product will be those published on the website and automatically applied during the final phase of the contracting process. In all cases, you will always be notified in advance.
KOOKAI reserves the right to change its prices at any time. Products will be billed at the price in effect at the time of purchase, unless there is an obvious typographical error.
6. Offer and acceptance
By placing an Order via the E-Boutique, you are making an offer and commitment to purchase products, services or both in accordance with these Terms. The Order cannot be cancelled by you once you accept delivery of the products.
Once you have placed an Order in accordance with these Terms you will receive an email confirming the details of your Order and receipt of payment (where applicable) (Confirmation Email). Where your Order is not accepted by us, you will receive an email indicating that your Order has not been accepted. If you do not receive a Confirmation Email, please contact the Kookai Concierge to check the status of your Order.
Notwithstanding anything to the contrary, we may at any time following receipt of your Order accept, decline, or limit your Order for any reason whatsoever, whether or not your credit card has been charged or we have otherwise received payment from you. We will issue you with a refund if your credit card has been charged or we have received payment from you and your Order is cancelled by us.
7. Right not to accept an order
An Order is subject to acceptance or rejection by KOOKAÏ in its discretion after receipt of the Order. Provided you have not accepted delivery of the products, where possible, KOOKAÏ may in its discretion permit an Order to be cancelled.
KOOKAÏ may cancel or refuse to accept any confirmed order in case:
1. The product is unavailable after purchase;
2. We discover an error in the price of any of the products you have ordered;
3. If you are under the age of 18 years old;
KOOKAÏ will fully refund any sums that have been paid.
8. Payment methods
Payment for an Order is made online through the E-Boutique (Online Payment).
All prices are displayed in Euro (€).
We accept Online Payment using VISA, MasterCard, Paypal, Bizum and other payment providers. We may add additional methods of accepting Online Payments or remove them from time to time which will be made clear at the E-Boutique checkout.
If you choose to pay by credit card, you authorise us to debit the amount that is payable for an accepted Order from your nominated credit card account.
If we are unable to successfully process your credit card for your Order, then we may cancel your Order.
You must not pay, or attempt to pay, for Orders through any fraudulent or unlawful means. If your payment method is a bank card, by clicking "Buy and proceed to payment" you are confirming that the credit card is yours.
We will provide you with a receipt at time of confirmation of the Order (in respect of Online Payments) which specifies the total fees and charges for the products and services in your Order.
All payments via credit card are subject to a security and verification process by an external, fraud prevention provider. We may require additional information from you in order to verify your identity and/or payment method before shipping your Order or emailing your e-gift card. Where we cannot verify your payment method, your Order will be cancelled.
9. Delivery
Delivery of items purchased at the Website will be carried out via DHL International Express for a flat rate of €15. Free shipping is available for orders over €100.00. Orders should be received within approximately 3-5 business days in major metro areas and capital cities, however please be aware there may be customs or other delays outside KOOKAÏ’s control. You can track your order here: http://www.dhl.com.au/en/express/tracking.html or contact us if you have any questions or concerns about delivery. Please note, during Promotion and Sale periods, there may be slight delays in receiving your order due to increased volumes.
Once your parcel has reached the DHL Delivery Hub you will receive a shipping confirmation email, which will include a tracking link for you to follow your parcel. Your parcel will be shipped from Melbourne, Australia using DHL Express and will require a signature on delivery. KOOKAÏ can only ship to addresses located within the Territory.
Please ensure you provide an appropriate shipping address that is attended during business hours, as DHL is unable to leave parcels unattended and is unable to deliver to PO boxes. If you’re not present when delivery is attempted, the driver will leave a card in your mailbox with information on how to collect or arrange re-delivery.
We have no control over import duties and taxes and cannot estimate additional fees. Any charges in relation to import duties and taxes are determined by your local customs, and we do not control these chargers.
The risk of loss of or damage to the goods shall pass to you when KOOKAÏ or a third party indicated by you and other than the carrier had acquired the physical possession of the product(s). KOOKAÏ assumes no liability when delivery of the product is not made because of the data provided by you being false, inaccurate, or incomplete. Delivery is considered complete from the moment the product has been made available to you at the delivery location indicated by you. The risk of the products (including, but not limited to, loss, damage or theft) will be transferred to you from the moment the product(s) have been made available to you in accordance with the provisions of these Conditions.
10. Returns Policy
A. Right of withdrawal
You have the right to withdraw from the purchase and return the product(s) purchased (except for the products described below), without the need for justification, within 14 calendar days after you receive the product. The deadline is considered met if you place your return order before the deadline has expired.
You will not have the right to withdraw from the purchase in the cases established in the applicable regulations. In particular, but not limited to, the following may not be returned: (i) Any sealed product that is not suitable for return due to health protection or hygiene reasons and that has been unsealed after delivery (e.g. lingerie and bodysuits); (ii) Products made according to your specifications or clearly personalized; (iii) Used products; and (iv) Goods that may deteriorate or expire quickly.
In the event of withdrawal from the purchase of a product, the following requirements must be met:
(i) the item is returned within 15 days of receipt of purchase;
(ii) the item has not been worn or damaged;
(iii) the original tags and packaging (where applicable) are attached; and
(vi) you present proof of purchase.
If you don't like what you ordered, you have 15 days after receiving the order to return it directly to the store:
KOOKAÏ BARCELONA
Rambla Catalunya 120
08008 Barcelona
Please include the order confirmation and order details in the email so we can identify the return and its sender.
B. Refund
Provided that you have followed the "Returns" procedure and the requirements established in these Terms or those indicated by KOOKAÏ, where applicable, have been met, KOOKAÏ will refund the price paid by you for the returned products, except in the case where the commercial offer indicates otherwise.
You will not be entitled to a refund for the price of returned products that are not in the same condition as when they were delivered or that do not meet the requirements established in these Terms.
KOOKAÏ will process the refund order using the same payment system used by you to purchase the products.
Kookai shall reimburse all payments received from you, including, if applicable, the costs of delivery (if the entire order is returned to KOOKAÏ). Kookai shall not be required to reimburse the supplementary costs, if you have expressly opted for a type of delivery other than the least expensive type of standard delivery offered by the trader.
The refund will be made within 14 days after KOOKAÏ has received notification from you regarding the cancellation, under the condition that KOOKAÏ has received the product(s) you wish to return back into its warehouses or that you have provided KOOKAÏ with proof that the items being sent to KOOKAÏ.
C. Return of defective products
Without prejudice to the provisions of this section and any other rights to which you may be entitled, you shall be entitled to a refund of the price of defective products or products delivered if they do not correspond to the order placed by you, and any shipping costs, if applicable.
In these cases, when returning products to KOOKAI, you must send an email to concierge@kookai.com and report the defective item. You will not be responsible for the return costs of these products.
Provided that you have followed the procedure established by KOOKAÏ and the requirements established in these Terms have been met, KOOKAÏ will refund the price paid corresponding to the returned products that are defective or that do not correspond to the product order placed by you, in accordance with the provisions of section B).
The address for claims will correspond to the one indicated as the company's registered office.
11. Applicable warranties
To the extent permitted by law, but without excluding anything that may not be excluded under consumer protection legislation, we disclaim all other warranties of any kind.
You may exercise the product warranty in accordance with current regulations on consumer product warranties. If you have any questions, you may contact KOOKAÏ. To make use of the warranty, it is essential to keep the proof of purchase, and the delivery note for the products.
12. Discounts and promotions
The application of exclusive customer discount codes allows you to receive a discount on the amount of the purchase made. However, in all cases, the customer may only apply one discount code for each purchase made, and it may only be applied to items that are not discounted. It is not possible to accumulate more than one discount code on an online purchase, so the customer must save any unused code for another occasion.
13. Customer Account
When you create a KOOKAÏ customer account, you will be asked to provide your name, email address and password. Additional personal information, including your birthday and address, may also be added to your account at your discretion. This personal information will be managed by us in accordance with our Privacy Policy.
To be eligible for a customer account you must be:
· Aged 18 years or over; or
· Aged between 13 – 17, with consent to create an account, plus to these Terms and our Privacy Policy provided by your parent or guardian.
By creating a customer account, you agree to be responsible for:
· Maintaining the confidentiality of your login details and all activity under your account
· Restricting third party access to your account via your devices.
· Ensuring the details in your account are accurate and up to date, either by updating them within your account or informing us so that we may update them on your behalf.
· Use of your account remaining at all times in accordance with these Terms & Conditions.
Should you wish to opt out of communications associated with your account, please inform KOOKAÏ of your desire to opt out by emailing us at concierge@kookai.com.
Should you wish to terminate your account, please inform KOOKAÏ of your desire to terminate either by emailing us at concierge@kookai.com. Upon your request, KOOKAÏ will terminate the account on your behalf.
We cannot attribute a transaction to your account retroactively if the transaction was not made under your account, nor if a transaction is not made via the website.
We reserve the right to terminate your access to your account at any time without prior notice for any reason.
3. Intellectual Property
The Website is owned and operated by or on behalf of KOOKAÏ. The content on the website is obtained and developed from a variety of sources including but not limited to collaborations with third parties and information provided by third parties under licence.
Copyright
All Content contained on the Website is protected by national, European and international copyright laws, unless indicated otherwise.
You may view the Website and the Content using your web browser and/or smartphone and save an electronic copy or print out a copy of the Content or parts of this site or application for your own information, research or study. If you do, you must: (a) not change the Content from how it appears on this site unless authorised by KOOKAÏ and then only according to the conditions as stipulated by KOOKAÏ; and (b) include the copyright notice "© KOOKAÏ 2025" on the copy.
You must not reproduce, frame, transmit (including broadcast), adapt, link to or use any of the Content on the Website, except as allowed by this site or as agreed by KOOKAÏ in writing.
Trademark Notice
The Website contains registered trademarks that are, unless shown otherwise, either owned or licensed by KOOKAÏ and are protected under international law. You must not use KOOKAÏ's trademarks, except: (a) by saving or printing out a copy of the Website as allowed under the copyright notice set out above; (b) as part of a legitimate reference to KOOKAÏ or a KOOKAÏ product or (c) with KOOKAÏ's prior written consent.
The use of any trademarks on the Website that are not owned or licensed by KOOKAÏ is not intended to indicate any association with, or endorsement by, the owner of that trademark.
Intellectual Property in Designs
The Website contains graphics and other visual representations of products protected by Copyrights and/or Legal Protection of Designs and equivalent laws in other jurisdictions. KOOKAÏ takes active steps to protect its rights in its designs and strictly enforces these rights pursuant to the applicable laws.
Making copies of products displayed on the Website whether electronic or otherwise, with the intent of reproducing them in whole or in part is strictly prohibited.
14. Force Majeure
If we are unable to perform in whole or in part, any obligation under these Terms because of any fact, circumstance or matter beyond our reasonable control, we are relieved of that obligation to the extent and for the period that it we are unable to perform the obligation. You agree that KOOKAÏ will not be held liable for any delay or failure in performance of any part of our services to you.
15. Privacy and cookies
Privacy Policy
We have a Privacy Policy explaining how we will process your personal data and what your rights are in relation to your personal data. Please consult our Privacy Policy for more information.
Cookies
The use of cookies is required to use the Website. Cookies are used to tailor our offerings to our users' needs. If you wish, you can adjust your browser settings to receive an on-screen notification when you receive cookies and to prevent them from being installed on your hard drive. Please consult your browser's instructions and manual for more information, as well as our Cookie Policy.
16. Severability
Each provision of these Terms is severable from the others and no severance of a provision will affect any other provision.
17. Applicable law and jurisdiction
These Terms are governed by Spanish law.
In the event of any dispute or disagreement arising from the purchase of products through the website and/or these Terms, and for the resolution of any conflicts, the parties agree to submit to the Courts of Barcelona, unless the jurisdiction of your domicile corresponds by law.
18. Contacting us
If you have questions about the Website, or these Terms, please contact us by clicking on the "Contact Us" button at the top of any page on the Website, and following the instructions from there.
Last updated: 9 January 2026