Return / Refund Policy
Our policy lasts 7 days. If 7 days have gone by since your purchase was delivered, unfortunately, we can’t offer you a refund or exchange.
We do not accept returns for refunds, at the exception of items damaged in transit. We also do not accept returns for exchanges, at the exception of the item colour or sizing being ordered incorrectly. To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds (if applicable)
To be eligible for a refund or exchange, you must first email us within 7 days of receiving the products at sales@kokaine.com.au with pictures of the damaged items. The item must be returned to us within 7 days of receiving it, this will be tracked on the return tracker. Upon the receipt of the damaged item, and evaluated internally, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.
Lost or Stolen Packages
Kokaine is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Kokaine will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Exchanges (if applicable)
We will only replace items if they are of the wrong colour or sizing. E.g You ordered a size large, but you need a size medium. Exchanges will not be granted for a different product. If you need to exchange an item, email us at sales@kokaine.com.au
ON SALE items and Discounted Items
For items purchased during a sales period or items that have had % discounts applied. Refunds and exchanges are not accepted.
Shipping
To return your product, you should mail your product to:
Phellicia Le
Parcel Locker 10153 38928
9-15 Williamson Rd
Maidstone VIC 3012
You will be responsible for paying for your own shipping costs for returning your item, and you must use a courier service which can provide tracking information to us. Shipping costs are non-refundable.
Please leave a note with your order number and a brief description of your situation so we are able to continue with the return as fast as possible.
Original condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal KOKAINE customer would order, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.