Frequently Asked Questions

Which Kookai size is right for me?
Our Parisian designers label our garments in European sizes. To see how Kookai sizes convert to UK sizes, please refer to our sizing guide.

Where do you deliver to and how much does it cost?
We deliver to addresses within the UK only. We offer 2 different delivery options; Standard (Free) and Express (£3.95).

How long does delivery take?
You should allow between 2-3 days for our Express service and 3-5 working days for our Standard delivery service. We will attempt to delivery your order the next working day if you select the Express service and we receive it before 2pm, Monday to Thursday (excluding public holidays).

Can I track my parcel?
Yes, you can. We dispatch all orders via Yodel unless the postcode falls within a restricted area (see our delivery page for further details). You can track your order using the tracking reference send within your dispatch confirmation email at www.yodel.co.uk. We use Royal Mail for restricted areas and these orders can be tracked at http://track.royalmail.com.

What will happen if I am out when the courier tries to deliver?
If there is no one available to take receipt of your parcel, the courier will leave a card instructing you to contact them to arrange a more convenient time. Alternatively you can call our Customer Services Team on + 44 (0) 20 7239 1092 and they will submit a new time to the courier on your behalf.

What methods of payment do you take?
We accept Visa, Delta, MasterCard, Electron, Maestro, Solo, Switch, AMEX and PayPal.

Do the prices advertised include VAT?
All prices shown on our website are inclusive of VAT.

Will I receive confirmation of my order?
Yes, you will receive an email from Kookai confirming that we have received your order. Please keep these details safe. Once your order has been dispatched, you will receive a dispatch confirmation email to confirm that your items are on their way to you.

What is your returns policy?
If you are not 100% satisfied with your order, we offer a full refund on all unworn items received within 28 days. We advise that you use a secure and insured delivery service (such as Royal Mail Special Delivery), as Kookai cannot accept responsibility for items not received. For more details, please visit our Returns page.

How long does it take for a return to be processed?
We aim to process a return within 48 hours of receipt. Please note that your card issuer may take longer to credit your account once we have processed your refund.

Can I exchange my item for a different size or product?
Unfortunately, at the present time, we are not able offer exchanges. If you would like an exchange, please let us know and we will advise accordingly.

What happens if an item I’ve ordered is out of stock?
In a rare instance, we may not be able to fulfil an order. If this occurs, we will contact you as soon as possible to make you aware that your item is unavailable and offer you a full refund with our sincerest apologies.

What happens if I receive a faulty item?
In the unlikely event you receive an item which is deemed to be faulty, simply return the item back to you, making sure that you complete the refund form accompanying your items. We will refund you in full if an item returned to us is deemed to be faulty.