FAQs
FAQs
About Payments
How do I know my payment information is safe?
Security is Paramount at kookuukouture.co.uk. Our website is secured through Shopify via Stripe, one of the world’s leading Security Certificate providers, this means that your information is protected at all times by 128 bit encryption. All payment partners are also secured with 128 bit encryption and are Level 1 PCI DSS compliant to further ensure that shopping at KOOKUU KOUTURE is just as safe as shopping on the high street.
Kookuu Kouture payment platform is secured and certified at Level 1 PCI DSS (Payment Card Industry Data Security Standard). PCI DSS is an information security standard for organizations that handle credit card and debit card information. Your credit or debit card information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.
What payment method do you accept?
We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro, Switch and American Express.
We also accept Paypal payments. (please see www.paypal.co.uk for more details on signing up for a Paypal account).
Can I use different currencies to make a payment?
We currently accept UK Pound Sterling, Euros, USA Dollars and Canadian Dollars. To view the price of our items in your currency, just select the appropriate currency from the drop down menu at the top right of the screen (next to “My Bag”).
When is the payment taken from my card/account?
Payment is taken at the time of the transaction for credit/debit cards and Paypal payments.
Why will my card payment not go through?
We understand that it can be frustrating if your order will not go through, and apologise for any inconvenience caused. Unfortunately we aren’t always able to provide specific reasons for payment failure, as the process involves not only our processing systems but your bank’s clearing systems also. As best practice, we will encourage customers to ensure all information is entered correctly and exactly the way it appears on your statements/cards. If you still experience problems, try another payment card or payment method such as Paypal.
About My Order
How do I change or cancel my order?
Changing or cancelling your order depends on the status of your order. Unfortunately if your order is awaiting dispatch or has already been dispatched we would not be able to alter the information you’ve provided. However, if the order has not been dispatched, please visit the Contact Us page, select the “Amend or Cancel Order” subject heading and provide all the required information. We cannot guarantee that your order will be changed but we will do the best we can - if your order cannot be changed we will notify you.
Have you dispatched my order?
An email will be sent to you once your order has been dispatched. If you don't receive your order in the designated delivery period, please contact Customer Service stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order.
Part of my order is missing, what should I do?
Firstly, please check your invoice to ensure the item(s) are not arriving separately. If your invoice does state that the item should be included in that specific order, please contact us stating your order number, name, product code/description, size and quantity of the item(s) that are missing.
We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you to give you the option to either exchange or refund the value of the missing item.
There is a mistake with my order
We do apologies for any mistakes with your order. Please contact Customer Service, stating your name and order number.. We will then attempt to resolve the issue as best we can.
I have received my order and it does not look like the image displayed on the website, why is that?
We do our best to ensure all products are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shade or print, this product will not be deemed faulty.
Can I Return my Item for a Refund or Exchange?
Yes! - please refer to our friendly Refunds & Returns Guide
What are your Delivery Charges and Methods?
Please refer to our friendly Delivery Information Guide
What are Cookies?
Please refer to our Cookies Guide