Frequently Asked Questions
Everything you need to know about shopping with KOOKAÏ Australia.
What is your return policy for online orders?
We offer returns on full-priced items within 14 days of delivery for a refund or exchange. Items must be in their original condition with all tags attached. Please note that sale items are eligible for an online credit or exchange only, unless deemed faulty.
How long does shipping take within Australia?
Standard shipping typically takes 3-7 business days, while Express shipping takes 1-3 business days depending on your location. Orders are dispatched from our Melbourne warehouse Monday through Friday.
Can I return an online purchase in-store?
Yes, online purchases 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.
How do I determine my size?
KOOKAÏ uses a unique sizing system ranging from 0 (34/6) to 4 (42/14). Detailed measurements and international size conversions are available on our Size Guide page located on each product description.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and buy-now-pay-later options including Afterpay and Zip Pay.
Can I change or cancel my order after it has been placed?
Once an order is placed, it is processed quickly to ensure fast delivery. Therefore, we are unable to make any changes or cancellations. Please ensure all details are correct before finalizing your purchase.