ITEMS MARKED AS SALE ARE FINAL.

WE DO NOT OFFER RETURNS ON EARRINGS, SWIMWEAR, LINGERIE UNLESS FAULTY SO PLEASE CHOOSE CAREFULLY.

DUE TO PREORDER ITEMS BEING HIGHELY COVETED THEY ARE NOT ELIGIBLE FOR A REFUND ONLY STORE CREDIT.

DELIVERY TIMES ARE ESTIMATES ONLY AND DESIGNERS CAN RUN LATE ON SHIPPING STOCK. THIS IS OUT OF OUR CONTROL AND REFUNDS WILL NOT BE ACCEPTED DUE TO LATE DELIVERY. PLEASE KEEP THIS IS MIND IF ORDERING FOR A PARTICULAR EVENT.

 

HOW TO REQUEST A RETURN/ EXCHANGE:

Making a return or exchange is easy just head to Return Request to obtain you Return Merchandise Authorisation & send your item back to us within 14 days of receiving your order. 

  1. Select the items you would like to return/exchange and choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why.If you'd like to exchange an item because the fit isn't right, choose the replacement size. Please note: replacement size will depend on stock availability. If this is not available a store credit will be issued to your account.
  2. If requesting a refund the credit will be issued by the same method as to which the item was paid.
  3. Check the box to agree with our Return Policy. You will then receive an email containing your RMA number and Shipping Label.
  4. All you need to do is stick the Shipping Label onto your parcel and drop into your nearest Australia Post office. The shipping costs incurred by the purchaser will not be refunded except when a product is faulty.

Please be aware that during peak periods, there may be a delay in processing returns, we apologise for any inconvenience this causes. 

 

REFUNDS

All merchandise that is returned in accordance with the details contained within this page will be credited by the same method as to which the item was paid, with the exception of: 

  • Pre-order items, which may only be returned for exchange or store credit
  • Items marked SALE are all final sale and may not be returned for exchange, credit or refund.
The returned item shipping costs incurred by the purchaser will be at the responsibility of the customer.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

 

EXCHANGES

Simply request a Returns Merchandise Authorization (RMA) number through your KOKOLU account, and specify the new size you require.

  • There is no charge to exchange items for a different size, however all exchanges are based on stock availability.
  • The costs of shipping your new item will be charged as per normal order process, Registered Post is Free and Express Post $4.95.
  • The returned item shipping costs incurred by the purchaser will be at the responsibility of the customer
  • If you selected PayPal when you placed your order, any applicable shipping fees for the exchange should be paid with your debit or credit card. 

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style you will be required to return it for a store credit and purchase the new piece separately.

 

RETURN POLICY

  • Items should be returned new, unused, and with all designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
  • Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
  • All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

Shoes

All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

Lingerie & Swimwear
Briefs, swimwear and bikini bottoms are non-refundable in the absence of a fault. Please choose carefully as we may not approve a refund/exchange for these items.

Faulty goods
Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

Colors
We have made every effort to display as accurately as possible the colours of our products that appear on KOKOLU. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

 

PREORDER TERMS

due to preorder items being highely coveted they are not eligible for a refund only store credit.

delivery times are estimates only and designers can run late on shipping stock. this is out of our control and refunds will not be accepted due to late delivery. please keep this is mind if ordering for a particular event.

 

IMPORTANT INFORMATION

•All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us within 24 hours of delivery.

•Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

•Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.