Frequently Asked Questions
Everything you need to know about shopping with KOOKAÏ Australia.
What is your return policy for online orders?
We offer returns for change of mind on full-priced items within 21 days of delivery. Items must be in their original condition, unworn, and with all tags attached. Please note that sale items are eligible for an exchange or gift card only, unless deemed faulty.
How long does shipping take within Australia?
Standard shipping typically takes 3-5 business days, while Express shipping takes 1-2 business days for metropolitan areas. Orders are dispatched from our Melbourne warehouse within 24-48 hours of placement.
Can I return an online order in-store?
Yes, online orders can be returned to any KOOKAÏ boutique in Australia for an exchange or gift card. If you require a refund to your original payment method, this must be processed through our online returns portal.
Do you offer international shipping?
Currently, our Australian website ships exclusively to Australia and New Zealand. For orders to other regions, please visit our European or Global websites.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), as well as buy-now-pay-later options including Afterpay and Klarna, and KOOKAÏ Gift Cards.
How do I care for my KOOKAÏ garments?
Care instructions vary by fabric. Most of our signature basics and tailored pieces include specific care labels. We generally recommend a cold hand wash or delicate machine wash in a laundry bag to maintain the longevity of your items.