Frequently Asked Questions
Everything you need to know about shopping with KOOKAÏ.
What is the KOOKAÏ return policy?
We offer returns on full-priced items within 21 days of delivery for a refund or exchange. Items must be in their original condition with all tags attached. Please note that sale items are eligible for store credit only unless faulty.
How long does shipping take?
Standard shipping typically takes 3-5 business days, while Express shipping takes 1-2 business days within metropolitan areas. International delivery times vary by location, usually ranging from 5-10 business days.
How do I find my correct size?
KOOKAÏ uses a unique sizing system (0, 1, 2). We recommend viewing our detailed Size Guide located on each product page to compare your measurements against our fit standards.
Can I change or cancel my order after it has been placed?
Once an order is placed, it is processed immediately by our warehouse team. Therefore, we are unable to guarantee any changes or cancellations. Please contact our Customer Care team as soon as possible for assistance.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and buy-now-pay-later options including Afterpay and Klarna for eligible customers.
How do I track my delivery?
Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link to the carrier's website to monitor your parcel's progress.