KOOKAÏ Reviews 163

I have 2 stars because the dresses are very pretty. Got them on sales so 2 dresses for 100 quid. For synthetic material but nice cut it’s a decent price. However get ready to pay serious cash to return your parcel as even if the brand is Kookai UK you have to return it to Australia. It should be more obvious when you order. I have kept both dresses even if I won’t wear one of them. I’ll try to sell it or give it to a friend. Avoid

It is not possible to send back.They dont accept my ordernr ok i lost 100 e never order again at this company!!!!!!!

The WORST experience I have ever had with an online retail brand!

I returned a parcel on the 16th Jan and have only just received my refund after almost two months of having to chase it up!!! I sent multiple emails but never heard back, and when I called them, they said I was responsible for shipping (which I paid an extra £15 for to return it) and the customer service was just so poor, she just didn't care and did not re assure me at all that I would get my money back baring in mind the order was so expensive. I created a dispute as at this point I had provided proof of postage, but they were not cooperating at all. They had confirmed they recieved the order but refused to give me my refund unless I cancelled the dispute, which I then did and that was probably a month ago, and they still didn't do anything about it until I called multiple times chasing it up. DO NOT BUY FROM HERE. so so disappointing and not worth it, also is very over priced for what it actually is.

I bought a wool coat from them which cost £257. When it arrived it didn’t contain an inner lining which they failed to mention in the description. In addition, the pockets on the inside were hanging on by 4 tiny pieces of thread. When I came to return it they then charged me £15. Poor customer service and poor quality for price.

DO NOT BUY FROM KOOKAI!!!
This company does NOT allow you to return ANYTHING! I've tried every day for 10 days and no one will reply.

I bought a number of items from their web site and 2 of them were cancelled without saying anything even if they were still in their stock. My order was partially delivered weeks later but I am still missing an item. I wrote to the customer service for a delivery time and the possibility of cancellation and refund since I didn't want to wait until the end of times. It has been ages and I still don't have a response. Just stay away if you value your money.

Sweater has a horrible fit and size is inaccurate.
I wrote countless requests asking about the return fee being refunded, but I only got a response copied from their FAQ. Customer service is non existent.
Now I am stuck with a sweater in my usual size that fits like an XXL, and I should pay 30€ to ship it back.
Just horrible.

DO NOT BUY FROM HERE IT IS SCAMMY. I ordered over £100 worth of items (3), all of them were not up to scratch and so I have had to return rhem, instead of a simple returns portal like every other brand, it is an email where you have to type your order number and items you wish to return. It has been over two weeks now and they will just not respond to anything at all!!!! It feels a lot like a scam and fair to say I am so upset with this as I loved everything on the website, it’s just a shame there is no customer service !

I recently made my first purchase from Kookai and was extremely disappointed with the return policy. Shipping from Cyprus to Valencia with DHL costs approximately 70 euros, making it nearly impossible to return or exchange an item without incurring excessive fees.

As a first-time customer, I expected the return process to be more accommodating—especially for size exchanges. Since I had no prior experience with the brand's sizing, I had no way of knowing if the item would fit correctly. Now, I am left with a 90-euro top that I cannot wear, with no reasonable option to return or exchange it.

An additional 70-euro shipping fee just for returns is both unfair and discouraging. This experience has made me regret my purchase, as I would have considered becoming a loyal customer under better circumstances. I strongly urge the company to revise its return policy to be more customer-friendly, especially for first-time buyers.

Scam. Product never arrived. Impossible to get a response. Avoid at all costs. The worst experience ever.

Quite bad quality at very expensive prices. Design is cool but selling a jacket for 170 euros 100% polyster when I can buy an authentic leather one for same price is makes me wonder what marketing skills they use , for dure only for making money by offering low quality products.

Quality is great for their clothing. I wanted the last top available on a stand for a particular long sleeve, but it had a tan/makeup mark on the neckline and back of the shirt. I told the lady I'd order it online instead but she told me she'd give it to me 10% off because it will easily wash out, but that it can't be returned. Took it home and have washed it 5 times since with stain remover, and the stains are still there. Pretty upset because I feel like I should've gotten the shirt for much more than 10% off since it is permanently stained. Their sizing is also off, I tried 3 different tops and I was a size 6, 8 and 10 in each one. Very expensive also.

I accidentally ordered two of the same item (instead of the matching skirt) from Australia to uk and noticed on their website that they can’t offer free international refunds on sale items. I emailed the kookai concierge team and they were beyond helpful. Not only did they offer a complimentary refund but also to send the skirt with free shipping. They were polite, timely and went out of their way to help. So appreciated.

Worst online customer service. Parcel still hasn’t arrived after a month or had any tracking updates and when customer service FINALLY replied after multiple emails from me over WEEKS, they said nothing they can do about it and that i’m liable for lost parcels as their terms and conditions. WHAT the heck? Never heard of a legit clothing company not refunding when the product doesn’t arrive.

Paid for express shipping as I needed the dress for an event. Kookai didn’t enter the address correctly so the courier couldn’t deliver it in the timeframe stated. Returned the dress but only received a refund for the item and not the postage. Won’t be ordering online again.

Kookai marino wool garments are poor quality. I have brought 5 garments and all of them develop holes! The head office gaslights the customer by suggesting that there are moths in my closet! How disgusting!

The site states that returns are very easy. After emailing several times, I finally got a response on how to return my package. Then again I get no response when I can expect my money back, while I have had confirmation that my package was delivered. Terrible company that makes money very easily this way.

Two orders of mine are lost, they are not replying to my (tones of ) messages and they did not refund me yet. It has been more than a month trying. I received one message from them to sign some forms for the refund and after that noone replied again. You cannot find anyone from the customer service. Be careful, I would not buy again from them.

Be careful if purchasing from outside France. I returned my item, at my expense, over a month ago, and still chasing customer service who don’t reply. Website says free returns, prepaid return label, but non of this applies when shopping from outside France and you only discover that when trying to make a return.

Purchased a sale item online which turned out to be too big, online customer service was great with quick reply. Sent it back and got a replacement sent out without an issue.