Refund policy

New Zealand change-of-mind returns

For New Zealand orders, you can request a change-of-mind return within 30 days of receiving your order. Perfume must be unopened and unused, in its original packaging with any original seals intact. Other eligible products must be unused and in resaleable condition. Please keep your receipt or proof of purchase.

How to request a return

Contact info@koikki.com before sending anything back. We will confirm eligibility, the return address and suitable courier instructions. Perfume may require special handling; please follow the instructions provided.

For a change-of-mind return, you arrange and pay for return shipping. Include your order number and the return details agreed with our team inside your package. For the full return process, see our Shipping & Returns Policy.

Damages and issues

Please inspect your order when it arrives and contact us if an item is faulty, damaged or incorrect so we can assess the issue and arrange the appropriate remedy and return instructions. The unopened condition, 30-day change-of-mind window, exclusions below and customer-paid return shipping rule do not limit your rights under applicable consumer law, including the New Zealand Consumer Guarantees Act.

Exceptions for change-of-mind returns

Opened or used perfume is not eligible for a change-of-mind return. We do not accept change-of-mind returns for perishable goods, custom or personalised products, other personal care goods, sale items or gift cards. Eligible unopened and unused perfume can be returned under the New Zealand policy above; please contact us for suitable courier instructions rather than sending flammable products without approval.

Exchanges

Contact us to discuss an exchange before returning your item. For an approved exchange, we will re-ship at our cost, as set out in our Shipping & Returns Policy.

International returns

We do not currently offer voluntary change-of-mind returns for international orders. This does not limit any mandatory cancellation or consumer rights, including the European Union cooling-off provisions below. Contact info@koikki.com if an international order is faulty, damaged or incorrect.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@koikki.com.