Late Checkout
To initiate your return online, please visit our Returns Portal or visit the Barcelona
store.
RETURNS
You have 30 days from the date of receipt of your order to return your products. Items you wish to return must be sent back in their original packaging, with their tags, and in perfect condition for resale
(unworn, unwashed, clean and undamaged).
We recommend using a tracked shipping method for returns, as the items remain your responsibility until they are received at our store. Please include documents containing your first and last name and order number inside the package.
Return address:
Rambla Catalunya 120
08008 Barcelona
Return shipping costs are your responsibility (we recommend using a tracked or registered mail service), but they will be fully refunded if the return is due to an error on our part or a manufacturing defect (in this case, please include your proof of postage payment).
EXCHANGES
For any exchange, please return the item(s) first. Once we receive your package, a refund will be issued to your original payment method, and you can then place a new order.
To initiate your return, please head to our Returns Portal.
Please allow up to 10 business days for your return to be processed from when we receive your parcel. You will receive an email notification once the return has been processed.
Refunds will be applied to the original payment method. Visibility of your refund may vary depending on your payment method and provider and can take up to 5 business days to show.
Where the original payment method is no longer available, we may offer an exchange or an alternative payment method.
If an item you have purchased from us is faulty, please let us know by contacting us at concierge@kookai.com. Please provide an image of the fault so we can assist you further. We will discuss your options for repair, replacement, exchange or refund, subject to our Terms and Conditions.
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