F.A.Q.

HOW TO ORDER


1. Use the website navigation to shop by product category (eg. Dresses, Clothing, Bags, Skincare, etc) alternatively, you can browse by designer.

2. Click on the product image to open up additional information about it, select your size (where applicable and quantity. Then, click the ‘ADD TO BASKET’ button to pay for the item.

3. You can continue browsing the online store or go directly to the basket in the top right hand corner to review and amend the contents of your basket or to complete your order. To remove any items in your bag, simply click the ‘REMOVE’ button, or Update Quantity button to change the number of an item.

4. When you are ready to make a purchase, click the Checkout button and follow the steps to complete your transaction.  You will need to register your personal details with us before your order can be processed. Before confirming your order you will be asked to review and amend your order details on the BASKET menu.


HOW DO I KNOW KERRI & COOPER HAVE RECEIVED MY ORDER?


Once we have received your order, you will receive an email acknowledging your order has been received.  Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made.  Only after the item(s) are located, your credit card details have been approved, and the delivery address has been verified, will your order be accepted and the item(s) shipped.  Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.



HOW DO I TRACK THE STATUS OF MY ORDER


We ship all of our orders using DHL.  Once your order is shipped, we will send you an email update with shipping details and a DHL tracking number. You may follow the link in the email to check the estimated arrival of your order or you can check the current status of your shipment on the DHL website at http://www.dhl.com.au/en/express/tracking.html. 



CAN I CANCEL MY ORDER?


To cancel an order, please email customercare@kerri-cooper.com


  Once an item has shipped, an order cannot be cancelled.


CAN I CHANGE/AMEND MY ORDER?


To change or amend an order, please email customercare@kerri-cooper.com  Once an item has shipped, an order cannot be changed or amended.



IS MY PERSONAL INFORMATION KEPT PRIVATE?


We are committed to maintaining your privacy and to providing a secure transaction environment.  When you place an order, please be assured that we will not share, trade, rent, sell, or release any of your information to a third party, business, or individual.  Personal information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy.



WHEN I PLACE SOMETHING IN MY SHOPPING CART AM I GUARANTEED I WILL RECEIVE MY MERCHANDISE?


Unfortunately, while we endeavour to ensure our inventory is kept up to date, items are not guaranteed in stock.  In the event that we are unable to complete your order, you will be notified via email within 5 business days.


HOW LONG DOES IT TAKE TO RECEIVE A REFUND?


Once your return package is received at our warehouse, your return will be processed within 7 working days and an email advising that your refund has been issued will be sent.  Please note it may take up to 10 working days to appear on your account due to varying processing times between payment providers or up to 30 days to on your credit card statement depending on your billing cycle.  Please refer to our Refund Policy for more information.


DO YOU ACCEPT EXCHANGES?


In order to serve you most effectively, we do not currently offer merchandise exchanges. However, you can place a second order for the correct size or colour if you wish, and once we receive your return, we will credit your account as per our Refund Policy.


WHAT PAYMENT METHODS DOES KERRIANDCOOPER.COM ACCEPT?


We accept payments using Visa, Mastercard, American Express and Paypal.


CAN I SHIP MY ORDER INTERNATIONALLY?


Yes, we currently ship worldwide using DHL.


HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?


Processing may take up to 48 hours depending on when the order was placed.  We use DHL to offer express shipping worldwide.  Delivery occurs by the next day after processing within Australia, and 3-5 working days after processing, for International orders.  Orders shipped internationally may be subject to customs clearance procedures that can cause delays beyond our control.   


HOW DO I RETURN MY ORDER?


If you are not satisfied with your purchase, Kerri & Cooper offers complimentary returns: simply return the item in its original condition within 21 days for a full refund, less any original shipping costs if applicable. 

To receive a refund based on purchase price of the item(s) and in the original form of payment: 

1. All merchandise must be returned within 21 days of the original purchase date.

2. The merchandise must be in saleable condition with tags attached.

3. The merchandise must not be altered.


Please refer to our Returns Policy.



CAN YOU GIFT WRAP MY ORDER?


Yes.  Please select the ‘gift’ option upon check out.  Most purchases made on this website are sent in our signature silver box, tied with a ribbon.  If you mark the order as ‘gift’ the invoice will be sealed in a separate envelope so that this information is not immediately disclosed with the recipient.


IS THE SERVER FOR KERRIANDCOOPER.COM SECURE?


Yes.  We use SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Payment Express.


HOW DO I CONTACT CUSTOMER CARE?


If you have any questions that are not currently answered on our site, please email customercare@kerri-cooper.com