Returns and exchanges
We totally understand sometimes online orders can go wrong and you need to arrange a refund or exchange. We want you to be happy with your Kookla Jewellery purchases; our satisfaction guarantee allows you to return your purchases for any reason for a refund or exchange.
Simply click on the headings below to find out all the information you need.
We want you to be 100% satisfied with your order. With our satisfaction guarantee you can arrange to return a purchase to Kookla Jewellery for a refund for whatever reason, no questions asked. Read more information on returns here.
Our Satisfaction Guarantee returns are required to be made within 30 days of delivery, with items returned in the same condition in which you received them.
Refunds do not include delivery costs unless your return is due to damage during delivery, a faulty item, or an error by Kookla Jewellery.
Refunds can only be credited back to the account used to make the original purchase. The refund will be processed as soon as item/s have been received by Kookla Jewellery. Please allow 10-14 days from the day you return the item/s for refund to be credited to your account, or an exchange if you prefer.
Please consider sending returned items with suitable packaging and tracking, as parcels lost or damaged in the post generally cannot be refunded.
All pieces are examined thoroughly prior to packaging, however if you discover a fault with your purchase, please contact us to organise a replacement or refund.
Returns generally cannot be accepted after three months of purchase, by which time any faults should have become apparent.
We may request the faulty item to be returned for inspection to ensure the fault is rectified. For this instance we will reimburse you for any postage costs.
If your item appears to have been damaged during delivery, please contact us as soon as possible to organise a replacement.
We take every care to make sure products and orders are sent correctly.
If you feel you have been sent an item in error, we have missed/misread an instruction, an item is missing from your order or anything similar, please contact us and we'll work with you to fix the problem.
If we have sent an incorrect item, we may ask you to return it. If this is the case we will reimburse you for any postage costs.