Kook Village

Frequently Asked Questions

Shipping, Postage, Handling times

Shipping is available anywhere in Australia for $10, this includes tracking number & will be express post where possible.

We also ship internationally to USA, Canada, and UK for $30 AUD including tracking.

If your country is not listed above please contact us directly for a postage quote prior to ordering.

During high volume sales periods we will require a little extra time to ensure your order is packed to perfection, so we appreciate your patience while our little packing elves work their magic!

Generally, all orders will be dispatched within 3-7 working days of receiving your order. You will receive updates via email along the way of our progress.

Shipping times will vary due to carrier & Covid-19 restrictions and this is unfortunately out of our hands, however since we Express Post all parcels within Australia you can rest assured that your bundle of colour is on it's way to you asap!

We use eco-friendly, sustainable packaging from our Aussie friends at HeroPack (www.heropackaging.com.au)

We are 100% online baby, so unfortunately you cannot pick up your purchase in person.

Returns & Refunds

We take the utmost care to ensure your item arrives in pristine condition, however we understand that the shipping process can sometimes lead to damaged goods.

Please check out your order when you receive it & let us know if the item is damaged or if you received the wrong item, so we can make it right.

For faulty or damaged items we will refund or exchange and will also cover the cost of return postage, just send us a picture of your postage receipt.

You can always contact us for any return question at queen@kookvillage.com.au

We have a 14 day return policy, so you have 14 days after receiving your item to request an exchange or refund. We don't usually offer refund for change of mind purchases, however if for some reason your item is not fit for purpose or not what you were expecting, please contact us so we can work out a way to resolve this with you.

You can always contact us for any return question at queen@kookvillage.com.au

Please note- Any purchases made through Afterpay cannot be refunded.

Resin Pieces

Resin can be cleaned with cool water & ordinary dish detergent, use non-abrasive cleaning cloth - no steel wool or textured sponges as this can damage the surface & leave scratches. Wipe dry after handwashing.

Resin can be polished using Acrylic Polish & microfibre cloth, found at any hardware store, keep in mind that we do not recommend using these on surfaces you intend to eat from.

Do not allow your resin pieces to become too hot or too cold- heat will make your resin piece squishy & pliable & can bend out of shape; cold can make it brittle & likely to snap.

If you have left your resin piece out in the sun for too long, just allow it to cool to room temperature before handling to ensure it maintains its shape.

We use only FDA approved epoxy- that means it is 100% safe to eat off with no transference. Just ensure the temperature of the food or beverage does not exceed 50ºC. If you have more questions about this, please contact us.

Yes! If you can dream it we can do it! If you happen to find a product listed that is already sold out, or you would like a variation on a product already listed, or just want something completely unique, please get in touch: queen@kookvillage.com.au We will be happy to work with you!

Crochet Pieces

We recommend spot-treat crochet pieces only using warm water & mild detergent.

If you want to wash your whole item this is at your own discretion, we recommend doing a warm handwash separately, then allow item to dry flat.

Crochet cushions need extra time to dry because of their extra layers and may need a helping hand with a hairdryer.

We cannot guarantee that pieces will retain their shape when washed and cannot take responsibility for anything that happens as a result of your cleaning process.

We do not recommend tumble dry for these products.

Our wool is only sourced from socially responsible, eco-conscious suppliers. We only support yarn companies who stand for ethical labour practices, local community support, and animal welfare.

Please contact us if you have concerns about this.

At the moment we do not offer custom crochet pieces, however if there is something you have in mind please do get in touch & we can try to help you with a solution- e.g. you like a pattern on a cushion & would like it as a picnic blanket instead, or you'd like to order multiple of the same items, please email: queen@kookvillage.com.au