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 to items damaged in transit. (Change of mind will not be eligible for refunds) We also do not accept returns for exchanges, at the exception to 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.
Our refund/return policies are enforced due to certain items being resold on the secondary market, and we want to stay fair to our customers.
Refunds (if applicable)
To be eligible for a refund or exchange, you must first email us within 7 days of receiving the products at firstname.lastname@example.org 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 email@example.com
To return your product, you should mail your product to:
Parcel Locker 10101 13090
122p Studio Lane
Docklands VIC 3008
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.
What is your care guide?
- Always read the care label and washing instructions before washing your clothes.
- Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
- The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
- Rinse swimwear immediately after use and do not wring.
- Turn garment inside out before washing.
- Avoid using too much detergent.
- Do not use fabric detergents which contain bleach.
- Do not tumble dry garments unless indicated on the care label.
- Do not iron prints, trims or embellishments.
- Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
- Garments with metal trims should not be left to soak.
We personally have our own fit and style that we like our clothing to fit like - therefore it's really up to you! We usually recommend sizing up for the oversized fit look and going true to size for a natural look. If the description does already inform you that the product is oversized - we would recommend you going true to size.
Customers will be provided with a tracking number for each item that is sent out.
Please note, with the current COVID-19 virus, there will be delays with orders being processed, as the new laws in Australia dictate the number of staff we can have on site to prepare the orders. Thank you for your understanding
*All shipping times exclude clearance/customs delays
Please note that, Kokaine uses Sendle for most deliveries. Sendle is an Australian based courier company, specialising in E-commerce businesses.
Sendle sub contracts reputable couriers such as Fastways and Couriers Please (Within Australia) and other reputable international courier services for deliveries.
All Kokaine deliveries come with a Sendle tracker. For ALL delivery enquiries on your order, please contact Sendle, as you are the recipient of the package, and Sendle will only communicate with you with regards to the delivery, not Kokaine.
WHY CHOOSE US?
All orders will be dispatched from our warehouse within 3 business days. In peak periods please allow for up to 6 business days for dispatch. Customers will be provided with a tracking number for each item that is sent out.
We rarely restock items as we’d like to keep all our releases limited. Your best shot at buying the garment you like, would be as soon as it drops. However, sometimes when we get enough enquiries (In the thousands) we will restock an item, but again it will be a limited amount.
ITEMS HAND PACKED
All our items are hand packed at our Melbourne office with love and care. We carefully check every item and quality of each garment before dispatch.