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Kookai

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KOOKAÏ customer service is built around online self-service plus direct help from head office and boutiques. Customers can use a contact form for general enquiries, call head office (with menu options for online orders and other queries), and use live chat or email for time-sensitive order requests.

For returns, KOOKAÏ strongly directs customers into its dedicated returns workflow, and it also offers in-person support through the KOOKAÏ boutique locator for store-based help.

Public sentiment is mixed. Reviews often highlight variability (especially in-store service), with some customers reporting very helpful support and others experiencing policy-first responses, particularly around returns and “faulty vs wear-and-tear” disputes.

The most common issues customers raise include:

• Sale and “change of mind” restrictions: confusion around KOOKAÏ's final sale returns, and whether a return results in a refund, exchange, or store credit.
• Return conditions and deductions: requirements like unworn condition and tags attached, plus return label fee deductions on refunds and strict packaging/condition rules.
• Delivery delays or lost parcels: customers may feel responsibility shifts to the carrier after dispatch, leading to follow-ups about KOOKAÏ delivery tracking.
• Sizing inconsistency: frequent complaints about inconsistent fit and limited size range.
• In-store service variability: experiences range from standout staff to shoppers feeling ignored or judged.
• Quality/fault disputes: pilling, seams, fraying, and disagreements about whether an item qualifies as a KOOKAÏ faulty item return versus normal wear (especially if worn or altered).

Start with the fastest channel based on your issue, this reduces delays caused by using the wrong workflow.

1. Returns, faults, or order changes: Go straight to the official returns/FAQ pages first so your request follows KOOKAÏ’s required process (especially for sale items and fault claims).
   
   • Returns & exchanges guidance: Returns FAQ
   • KOOKAÏ returns portal / workflow: Returns
2. General enquiries: Use the Contact Us form (best for non-urgent questions): Contact KOOKAÏ.
3. Call head office for urgent help or policy clarification: Use the KOOKAÏ contact number +61 3 8290 0500 (menu options are shown on the Contact Us page). KOOKAÏ also lists +61 3 8290 0599 on other customer care pages for sizing/fit and delivery-related help.
4. Email for alternate-carrier return authorisation: If you want to return via an alternative carrier, KOOKAÏ notes you should contact the e-boutique team at concierge@kookai.com for authorisation.
5. Prefer face-to-face support: Visit a boutique for in-store help and eligible store returns/exchanges; find your nearest location via the Boutique locator.

Tip: If you need a quick outcome, include your order number, item name/size/colour, and clear photos (especially for faults) in your first message - this reduces back-and-forth.

Returns window and conditions
KOOKAÏ states full-priced e-boutique items can be returned within 21 days if conditions are met (unworn, tags attached, and exclusions like jewellery/gift cards). Sale items have more limited change-of-mind outcomes, generally exchange/gift card only, with exclusions for final sale and deep discounts (including items discounted 70%+).

Refund timing and method
KOOKAÏ notes refunds are typically processed within about 7 business days after the return is received, with additional bank processing time before funds appear back on the original payment method.

Return label fees / deductions
KOOKAÏ’s policy states a flat fee may be deducted when using the provided return label for refunds, and it outlines the alternative-carrier process (which requires authorisation).

In-store purchases
KOOKAÏ states full-priced in-store items can be returned within 21 days for exchange, store credit, or refund (with proof of purchase and condition requirements), while sale items are generally exchange/store credit only.

Order changes and cancellations
The FAQ indicates KOOKAÏ order cancellation may be possible after payment processing but becomes unavailable once items are shipped, and orders generally can’t be amended during promotions/sales.

Faulty items
KOOKAÏ directs customers to follow the “faulty garments” process, with possible outcomes including repair, replacement, exchange, gift card, or refund (depending on the case and terms).

Shipping basics and delivery info
KOOKAÏ publishes dispatch and shipping guidance and directs customers to delivery information for specifics (thresholds and timing may vary over time/promotions).

Price matching
A price-match promise isn’t described in KOOKAÏ’s core customer care pages, so customers wanting price matching should confirm directly with Customer Care before purchasing.