FAQs

Should you wish to cancel your order after your payment has been processed, please contact our E-boutique team via nzconcierge@kookai.co.nz or + 61 03 8290 0500 to try our best to accommodate your request. There may be some instances where we will be unable to modify your order. 

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

All payments for items purchased through the KOOKAÏ online 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, PayPal and Afterpay. 

KOOKAÏ Gift Cards can be redeemed online and are subject to terms and conditions as contained on the gift card. 

KOOKAÏ proudly offers Afterpay to as a payment option for purchases made through our E-Boutique. Afterpay is an interest free, deferred payment method that allows you to shop now, receive now, and pay later via four equal fortnightly instalments. 

Making a payment with Afterpay

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

For customers using Afterpay for the first time, your first instalment will be processed at the time of purchase. For existing Afterpay customers, your first instalment will be processed 14 days from the date of purchase. There is no minimum purchase requirement to use Afterpay in the KOOKAÏ E-Boutique, however maximum transaction limits apply to your Afterpay account, which may vary from time to time. You can check your personal transaction limit by logging into your Afterpay account. Afterpay may require ID Verification to use Afterpay as a payment option. For more information on this process please visit the Afterpay Website. 

 Please note, Afterpay may impose late payment fees if you are unable to make a payment by the scheduled date. Late payments currently incur a $10 late payment fee, with an additional $7 fee where a payment remains outstanding for a total period of 7 days. If you have any questions in relation to fees, payments or your Afterpay account, please contact Afterpay directly here, as KOOKAÏ are unable to assist with enquiries relating to fees or accounts.

 

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

 

Returning items purchased with Afterpay

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

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

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

We will do everything we can to deliver your order as quickly as possible. 

• Orders placed before 2pm AEDT weekdays (excluding Monday) will be dispatched same day.
• Orders placed after 2pm AEDT will be shipped the following business day. 

Standard delivery is free for orders $100 and over. A Flat Rate of $5 per order applies for orders under $100. Express delivery is free for orders $150 and over. A Flat Rate of $10 per order applies for orders under $150.

You will receive your tracking number via your Shipping Notification email.
The tracking status on your order will become valid once your parcel is in transit.

Please use the below links to track your order

Australia Post Tracking www.auspost.com.au/track/ 

DHL Tracking https://www.dhl.com/nz-en/home.html

During Promotion and Sale periods, there may be slight delays in receiving your order due to increased volumes. 

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 you have received an item you believe to be faulty, please contact the KOOKAÏ E-Boutique to discuss your options for a repair, replacement or refund, subject to the conditions of our Refunds & Exchanges policy.

Alternatively, you can also initiate a return via our returns portal here and provide images of the item you believe to be faulty. KOOKAÏ E-Boutique will then be in touch to discuss your options. For our Terms & Conditions please click here.

Purchasing KOOKAÏ Gift Cards

Gift Cards can be purchased on the KOOKAÏ website and in any KOOKAÏ boutique throughout New Zealand. Gift Cards are valid for 3 years from the date of purchase, can be redeemed in any KOOKAÏ boutique in New Zealand or the KOOKAÏ website and are subject to Terms and Conditions as contained on the card and in our Terms and Conditions here. 

Redeeming your KOOKAÏ Gift Card online

Enter your gift card number in the 'gift card or discount code' box at checkout as is without any spaces or ‘#’ and click apply.

Tips for redeeming your KOOKAÏ Gift Card

If you have followed the steps above and your gift card is not successfully redeemed at checkout, here are some other useful tips you can try.

• Switch the internet browser. Sometimes the gift card may not work on Google Chrome.
• Change the device that is being used.
• Enter the gift card details first during the checkout process prior to entering in any other details.
• Delete your history and re-try the process again.

If you are still experiencing issues with your gift card, please contact us for assistance here.

‘HER’ Gift Cards

We accept The Card Network’s ‘HER’ Gift Cards in $50 and $100 denominations as payment through our E-Boutique and in all New Zealand KOOKAI boutiques. Purchases made with ‘HER’ Gift Cards are also subject to The Card Network’s terms and conditions as displayed on their website and updated from time to time.

 

Using Your ‘HER’ Gift Card Online

To use your ‘HER’ Gift Card in our E-Boutique, please follow the process detailed on The Card Network’s website to swap your ‘HER’ Gift Card for a KOOKAI e-gift card. All terms and conditions of KOOKAI e-gift cards will apply from the time your KOOKAI e-gift card is issued here Once your KOOKAI e-gift card has been issued, enter the unique code and PIN at checkout in our E-Boutique to process your payment.

Using Your ‘HER’ Gift Card in our Boutiques

To use your ‘HER’ Gift Card in our New Zealand boutiques, select ‘savings’ at the EFT terminal and enter the PIN on the back of the card. If you experience any issues using your ‘HER’ Gift Card, please contact The Card Network directly.