Still waiting on a

Kookai

refund?

Your eligibility depends on whether the item was full price, sale, or Final Sale, and whether you meet Kookai’s condition and timing rules.

Full-priced items (E-boutique)

You’re generally eligible for a refund, exchange, or gift card if:

• Returned within 21 days of receipt
• Item is unworn, undamaged, in original condition with tags attached
• The item is not a gift card or jewellery (excluded)

Promotion rule to know: items purchased at 20% off during promotions are treated as full price and remain eligible for change-of-mind refunds (subject to the usual conditions).

Sale items (E-boutique)

Sale items are generally not eligible for a cash refund for change of mind. If conditions are met, they can usually be returned within 21 days for and exchange or gift card.

Final Sale exclusion: If an item is marked Final Sale (including discounts of 70% or more), assume it’s not eligible for change-of-mind returns.

In-store returns (for online purchases)

Within 21 days, in-store returns for online purchases typically result in an:

• Exchange or store credit, rather than a cash refund.

1) Start in the Returns Portal

Go to Kookai online returns here: Start a return

2) Choose your return outcome (cost matters)

Select: Refund vs Exchange vs Gift card.

• Refunds: a return label is generated at a flat $10, deducted from your refund total.
• Exchanges / gift cards: return labels are complimentary.

3) Use the provided label or request authorisation for your own courier

• The portal label is the simplest route.
• If you want to use your own carrier, request authorisation via concierge@kookai.com.

4) How to package your item for return

• Keep tags attached.
• Pack carefully to avoid damage in transit.
• Include proof of purchase. (“Worn”, “damaged”, or missing tags are common rejection triggers).

5) Track your parcel and watch for processing updates

Processing starts from when Kookai receives your return (timeframes below). Keep tracking proof in case you need to follow up.

Once Kookai receives your parcel:

• Allow up to 7 business days for the return to be processed.
• After processing, refunds can take up to 5 business days to appear, depending on your bank/payment provider.

What speeds it up:

• Returning early in the 21-day window
• Using the portal label
• Ensuring tags are attached and the item is in original condition

What slows it down:

• Attempting a Kookai Final Sale return (70%+ off)
• Returning excluded items (jewellery, gift cards)
• Disputes about “worn/damaged” condition

Refunds are normally issued back to the original payment method. If the original payment method is no longer available, Kookai may issue a gift card or offer an exchange.

Kookai lists common payment options including cards (Visa/Mastercard/AMEX) and digital methods like Apple Pay, Google Pay, PayPal, and buy-now-pay-later (availability depends on checkout).

Sale items and cash refund denials:

Kookai distinguishes between full price vs sale vs Final Sale. For many sale purchases, the outcome is exchange or gift card, not cash.

Tip: Before checkout, check if it’s marked Final Sale and the discount level (especially 70%+), then decide if you’re comfortable with store credit/exchange.

Return denied because tags were removed / item appears worn

Tip: Do a quick at-home try-on on a clean surface, keep tags on, and decide fast.

Surprise fee on refunds

If you choose a cash refund, expect the $10 return label deduction.
Tip: Budget for it, or choose exchange/gift card if that better fits your situation.

Refund takes longer than expected

If you’re past 7 business days (processing) + up to 5 business days (bank time) and thre is still nothing, reply in the same email thread with tracking proof and ask them to confirm status.