Returns & Exchanges
Returns Policy
Fish understands that you want to try his colourful and original clothing.
Am I eligible for a return?
To be eligible for a return, you must meet the following conditions:
- The item must be unworn, unwashed, unused and with its original tags attached.
- The Returns Form must be accompanied with the returned merchandise.
Non-returnable items include:
- Underwear- Socks
How long do I have to make a returns ?
30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
Returns of Purchases made Online
If your item was purchased online, you may return your item via post for a refund only, not an exchange.
To return your product, please follow the simple steps below to lodge a return:
1. Email the Ken Cook Menswear Support Team on sales@kencook.com.au to request your ‘prepaid postage slip’. Include in your email, your full name, address and order number.
2. Our support team will email you a ‘Prepaid Postage slip’ and a ‘Returns Form’.
3. Download and print the 'Prepaid Postage Slip' and attach it to your parcel, ensuring the tape does not cover any of the barcode.
4. Fill out the 'Returns Form' and include it with the items that you are returning.
5. Drop it into your nearest Australia Post outlet.
Ken Cook Menswear does not take responsibility for any lost parcels sent by the customer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If the returned item meets the eligibility requirements listed above, then a credit will be applied to your credit card or original method of payment, within 10 business days from the date of receiving the returned goods.
Once your refund has been processed you will receive an email to notify you.
Can I return or exchange in store?
Returns will be accepted in the Ken Cook Menswear store, Bailey's Cnr, Cnr Petrie Plaza & London Cct, CANBERRA CITY ACT, if all return eligibility conditions are met.
Show your online receipt (this was emailed to you when you placed your online order) and the credit card used for your purchase.
If the merchandise was purchased using a credit card, the refund can be processed in store. The cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented.
Items purchased in-store can only be returned directly to the store, not through the above online return process.
Can I cancel or change my online order
Unfortunately, we are unable to cancel or make amendments to any online orders after your order is placed. Amendments may include but are not limited to:
- Change of delivery address
- Changes to colours and sizes
- Adding or removing items
- Applying discounts or rewards
- Full order cancellations
To avoid disappointment, please ensure all details provided are correct at the time of order placement.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you believe that the merchandise is faulty, please send us an email at sales@kencook.com.au. If it is approved as a faulty item we will send you a pre-paid postage slip to make a return or an exchange.