Refund policy

At KOOKIENAE, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a simple and transparent return and refund process.

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, unworn, and in their original packaging with all tags intact. Certain items such as personalized or final sale products may not be eligible for return unless defective.

To initiate a return, please contact us at kristy@kookienae.com with your order number and reason for return. Once approved, you will receive instructions on how to send the item back. Customers are responsible for return shipping costs unless the item is damaged or incorrect.

After we receive and inspect the returned item, we will process your refund within 5–10 business days. Refunds will be issued to the original payment method. Shipping fees are non-refundable unless the return is due to our error.

If you receive a defective or damaged product, please contact us within 7 days of delivery with photos, and we will arrange a replacement or full refund.

For any questions, feel free to reach out to our support team anytime.