FAQs

Our delivery partners DHL a offer an “Under the Tree” guarantee on eligible services, helping ensure your KOOKAÏ gifts arrive in time for Christmas.

DHL Express: International - 15th December

Due to an exceptionally high volume of orders during our sale time period, dispatch times may be longer than usual. Our team is working hard to process all orders as quickly and safely as possible, but you may experience a delay before your parcel is shipped.

We sincerely appreciate your patience and understanding, and we’re so grateful for your support during this busy period.

Should you wish to change your order after your payment has been processed, please contact us immediately by emailing concierge@kookai.com and we will try our best to accommodate your request. 

We are unable to cancel orders after items have been shipped.

During sale period we are unable to amend orders.

All payments for items purchased through the KOOKAÏ E-Boutique will be made through a secure payment gateway. A proof of purchase receipt for the transaction will be sent to you along with your purchase.We accept: Visa, Mastercard, AMEX, Apple Pay, Google Pay and Clearpay.

KOOKAÏ proudly offers Clearpay as a payment option for purchases made through our E-Boutique.

Clearpay is an interest free, deferred payment method that allows you to shop now, receive now, and pay via four equal fortnightly instalments.

MAKING A PAYMENT WITH CLEARPAY

You can complete your KOOKAÏ E-Boutique purchase with Clearpay by selecting ‘Clearpay’ as your payment method at checkout and entering in your existing Clearpay account details or registering for a new Clearpay account. 

Your first instalment will be processed at the time of purchase. There is no minimum purchase requirement to use Clearpay in the KOOKAÏ E-Boutique, however maximum transaction limits apply to your Clearpay account, which may vary from time to time. You can check your personal transaction limit by logging into your Clearpay Account. Clearpay may require ID Verification to use Clearpay as a payment option. For more information on this process please visit the Clearpay website.

Please note, Clearpay may impose late payment fees if you are unable to make a payment by the scheduled date. Late payments currently incur a £6 late payment fee, with an additional £6 fee where a payment remains outstanding for a total period of 7 days. For orders below £24, a maximum of one £6 late fee may be applied per order. For each order of £24 or above, the total of the late fees that may be applied are capped at 25% of the original order value or £36, whichever is less.  If you have any questions in relation to fees, payments or your Clearpay account, please contact Clearpay directly, as KOOKAÏ are unable to assist with enquiries relating to fees or accounts.

For full details on registering for a Clearpay account, including eligibility and other terms and conditions, please visit the Clearpay website.

RETURNING ITEMS PURCHASED WITH CLEARPAY

Purchases made through Clearpay in the KOOKAÏ E-Boutique are subject to the same Returns and Exchanges policy as for purchases via other payment methods.

Where you are entitled to a refund of your order, any remaining instalments left on your Clearpay payment plan will be cancelled, and the amount paid to date will be refunded to you directly by Clearpay.

If you have any further questions about purchasing from the KOOKAÏ E-Boutique with Clearpay, please contact us.

We will do everything we can to deliver your order as quickly as possible. Please allow up to 3-5 Business days to receive your parcel.

• All orders are shipped from Australia and posted via DHL International Express delivery.
• During sale periods, there may be slight delays in receiving your order due to increased volumes. 

Postage is free for orders over GBP £100, and a Flat Rate of GBP £15 for all other orders.

You can track your order here.

KOOKAÏ currently ships online orders to Australia, New Zealand, United States, United Kingdom, Canada, Singapore, Brazil, China, Germany, Greece, Hong Kong, India, Ireland, Italy, Japan, Malaysia, Mexico, Netherlands, Philippines, Poland, Romania, South Korea, Spain, Sweden, Switzerland, Taiwan and Vietnam.

If an item you have purchased from us is faulty please contact our E-boutique team via concierge@kookai.com to discuss your options for repair, replacement, exchange or refund, subject to our Terms and Conditions. Please provide an image of the fault so we can assist you further.

Orders are delivered with Authority to Leave (ATL), meaning your parcel may be left in a safe place without needing a signature. In some areas, our delivery partner may require a signature at their discretion or take it to your local post office for collection.