Returns & Exchanges

Due to hygiene and product integrity, we do not offer returns or exchanges for change of mind.

If your item arrives damaged or faulty, please contact us within 7 days at hello@koots.com.au with the subject line DAMAGED and include clear photos. Items must not be disposed of, as they may need to be returned for assessment.

Please note: as our lashes are handmade, slight variations (including hair placement differences) are normal and not considered faults.

Refunds (if approved)

Once your return is received and inspected, we will notify you via email. Approved refunds will be processed back to your original payment method within a few business days. Shipping costs are non-refundable.

Exchanges (if applicable)

We only offer exchanges for defective or damaged items and only for the same product. To arrange, email hello@koots.com.au and send your item to:

KOOTS HQ
4/21 Joondalup Drive
Edgewater, Perth WA 6027

Items remain your responsibility until received. We recommend tracked postage with insurance.

For international returns, do not use courier services. Mark parcels as “RETURNED GOODS” with a declared value of $0. We cannot accept parcels with customs duties or fees.

Return shipping costs are not covered unless the item is faulty or incorrect.