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Kookai

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A KOOKAÏ complaints issue is usually fastest to resolve when you use the channel that matches what went wrong (online order vs in-store purchase vs returns). KOOKAÏ also notes customer feedback helps it improve service.

• Start with the Contact Us form
  Use the form here: KOOKAÏ Contact Us
• Call Head Office
  Phone: +61 3 8290 0500‍
• For online returns/refunds, use the KOOKAÏ returns portal first
  Start here: KOOKAÏ returns portal‍
• If you’re returning via your own carrier, email for authorisation
  Email: concierge@kookai.com to authorise the return if you’re sending it back using an alternate courier.
• In-store issues: raise it in-store (ask for the manager if needed)
  For wrong items, quality concerns, or service complaints, you’ll often get the quickest fix by asking the boutique to action an exchange/store credit/refund in line with policy, and escalating politely to the manager.
• High-value in-store cash refund requests
  KOOKAÏ’s terms state that if you’re seeking a $1,000+ cash refund for an in-store purchase, contact customer.support@kookai.com.au or call +61 3 8290 0500 (ID verification may be required).
• Privacy-specific complaints
  If your issue is about personal information, KOOKAÏ provides a Privacy Officer contact. Email: Legal@kookai.com.au.

What to include to avoid delays: proof of purchase, order number (online), dates, photos (faults/condition), return tracking (if applicable), and the outcome you want (refund/repair/exchange/written explanation).

Returns and exchanges

• Eligible items generally need to be returned within 21 days, unworn/undamaged with tags.
• Returns can be sent back to the e-boutique, and you’ll receive an email once processing is complete.

Timeframes KOOKAÏ sets

• Returns processing: allow up to 7 business days from when KOOKAÏ receives your parcel (you’ll get an email once processed).
• Refund visibility: refunds go back to the original payment method and can take up to 5 business days to appear (provider-dependent).
• Return label fees: portal refunds have a flat $10 label fee deducted. Labels for exchanges/gift cards are complimentary.

Privacy complaints

KOOKAÏ states it will investigate privacy queries/complaints within a reasonable period and notify you of the outcome.

Common themes across reviews and discussions include:

• Returns/refunds and “policy-only” replies, where customers feel the response repeats rules rather than solving the problem.
• Quality concerns after limited wear (fraying, hems, fabric/thread issues), sometimes disputed as “faulty” vs “wear”)
• Sizing inconsistency and limited size range.
• In-store service experience complaints (feeling judged/rude service), alongside reports that manager involvement can resolve clear mistakes quickly.
• Gift card and expiry confusion (KOOKAÏ terms state gift cards are valid for 3 years).