KOOKAÏ Head Office

Called a shop local to my partners work to see if a) they had what I thought may be my size in stock and b) if he picked it up and it didn't fit if I could get a refund. They put it aside for him to collect and advised me that I could get a refund or exchange it for another size or product in the store. I said that I've tried a size smaller on so if this didn't fit I'd be after a refund. Fast forward - item doesn't fit ( I'm to the centimetre an hourglass) and yet the hips fit and the bust and shoulders were massive. He went to return only for the woman to say I was lying and refused anything but a gift card. I purposely called to make sure this was possible for a refund or I WOULDN'T have gotten my partner to pick it up; I would have waited 2 days and gone to the store to try it in. I got called a liar to my partner. I don't want a gift card because clearly your sizing and service is bizarre to say the least. I just want my funds back. I will NEVER shop from Kookai and I will be sure to tell every single woman I know to not shop here. Poor sizing. Poor service and absolute robbery.

I have purchased so many items from from various websites, worldwide and sale items, Kookai is beyond slow with their processing times, I can honestly say I WOULD NEVER buy online with KOOKAI again! Especially living in the same city as the processing warehouse and 3 days later, still not processed!

It was absolutely ridiculous.They have bad advertisement!! My friend and I travelled 1 and a half hours to get there and they were closed and it doesn't even say the days and hours they're opened on the website.

Bought a Neclace in a store today and was dissapointed to find their store was out of small paper carry bags. The Neclace was a gift so thought it would look nice handed over in a proper bag. Made a call to the HO and asked if they could find one for me and by the end of the day I had received a call and told one would be express posted to me - Very happy with their Service !

After having spent nearly $10,000 if not more at all kookai stores (emporium, melb central, collins, chadstone, highpoint, st kilda, hawthorne etc) and attending every sales event too, and even meeting the lovely owner of this brand, AND telling my ENTIRE family and friends in America about the brand you would think that I would be given VIP benefits or what not. However, this was not the case. I wanted a pair of Limoncello shorts, and only the new zealand online shop was showing it. I thought head office could out of courtesy and as a one time gesture for their VIP customers, like myself, have these shorts shipped to me in Melbourne. However, this was not the case. Upon calling head office and speaking to Nina Deban and telling her my story she was very hesitant and totally unaccomodating. I felt like no matter what I said even with me willing to pay the international shipping fee she was just not willing to do it. Well guess what, THANKS to the lovely Megan Meyer at Westfieled Mall in NZ (who isn't even part of head office by the way, but should be the manager of this brand due to her magnificent customer support and her way of making me feel welcomed and apologizing on head office's behalf and the way I was treated). Anyway, thanks to Megan I got the shorts, and I'm happy, however, if you can avoid calling head office and speaking to Nina who acts as if she's the owner, then don't even bother calling because she lacks compassion and customer support skills, and I'm still baffled at the way I was treated after having been so damn loyal to the brand. Oh and if Dan, ends up opening a Kookai store in NYC, after I gave her the suggestion to do so, please make sure you hire a new manager for this American store, otherwise many Americans like myself won't tolerate shopping at a store with a manager who lacks adequate customer support skills. Cheers- Jackie

I’m blown away with the most amazing helpful staff from both Head Office and Noosa Kookaï.. I appreciate good customer service and every single time they manage exceed my expectations. Thank you Kookaï ❤️

After finding out I had missed out on securing the last pair of wedges in existence that were sure to get me out of the dog house with the girlfriend, I made a desperate call to head office. After explaining my plight they were on to it! A day latter my phone rang with news that a pair had been found. My nights of sleeping outside were over. Thank you Kookai!!!

Everyone shops online and I can’t even begin to tell you how much I buy online and never had a problem. That is until I did online shopping with Kookai. They not only took the money out of my credit card, but they then notified me by email that I was to provide them of proof of purchase through a “screen shot” of my purchase transaction for “security reasons”. I think you need to rethink what is deemed as secure and how you can think that taking money out of someone’s credit card already followed by then asking for further proof that it is my credit card by sending you a screen shot of the purchase! If you didn’t believe it was secure you shouldn’t have taken the money out of my card in the first place and leave my purchase hostage while you got your “proof”. ABSOLUTELY ABSURD request made to an online shopper. You have so lost me as a loyal customer.

Please get Afterpay in New Zealand!

I was a loyal Kookai customer for years, but I was completely disappointed with online clearance items policy.I’ve placed my last order online and was not aware of recent return and exchange policy updates (mentioned on return page only). I’ve contacted the store to explain that I do not want my money back, I just want to exchange one top (to full price item or any item), but was told that the store is not providing return or exchange taking into account that you cannot try the clothes on and that ‘the store just want to get rid of clearance’. I’ve asked to escalate the issue to management team, as I believe it is not fair. No one contacted me.Kookai, please put a note on all clearance items (not just return page) that return or exchange is not possible, so customers would know before ordering.I strongly recommend to NOT shop for clearance items online.