Frequently Asked Questions
Placing an Order
I need to change something on my order. Is this possible?
Please contact email@example.com by the end of the day that you have placed your order to make changes. If you have contacted us later than this timeframe, it may not be possible to update your order.
Can I update my shipping address once my order is confirmed?
We can try our best to update your shipping address once your order has been confirmed. Please contact firstname.lastname@example.org by the end of the day that you have placed your order to change the address. If your order has already been shipped, you may be able to redirect it via your tracking number.
I haven’t received my order confirmation email?
Once you have placed your order, you should receive a confirmation email straight away. If you haven’t received an email, please check your spam folder first and then contact email@example.com so we can look into your order. Most likely, there has been a simple typo when entering your details at the checkout, which can be easily updated.
I can’t select my country for delivery.
If you can’t select your country for delivery, you may be on the incorrect website for your region. You can check the region you are in at the top right hand corner of our website and hover over the country to select your correct shipping region.
Please note that we only ship to New Zealand based addresses through our New Zealand website. To ship to an Australian address, please select the Australian shipping region from the country selector dropdown. To ship to an international address, select the most relevant country or currency to your shipping region.
How do I redeem a discount voucher, or a gift card?
Once you are at the checkout, you can apply a gift card or discount code in the discount window and select ‘apply’. If the discount amount has not been taken off your total, the code has not applied correctly.
To use a loyalty reward, you will need to login to your loyalty account to redeem a discount voucher before you get to the checkout. See our Loyalty section for more information on this.
Can I apply a discount code once my order has been confirmed?
Unfortunately, we are unable to apply a discount code after your order has been placed.
I ordered something that is now on sale, can you price match?
Sale and promotional offers are valid for a limited time, and cannot be applied to previous purchases or combined with other offers.
Gift Cards & Payments
What payment options do you accept?
We accept Visa, Mastercard, AMEX, PayPal, and also offer the Buy Now Pay Later methods, Afterpay, Laybuy and Klarna.
How do I purchase a gift card?
You can purchase an e-gift card via our website here
which will be emailed directly to your inbox.
Please note, gift cards are issued in the currency of the region they are purchased in, so can only be redeemed in this same region. If the recipient of the gift card is in a different region, we recommend purchasing the gift card in the region that they are in. Please contact our team for more information on this.
What is Kowtow Collective?
Kowtow Collective is our rewards program. By becoming a member, you’ll earn points for every purchase you make online and more for participating in online activities. You will also receive access to exclusive member benefits and rewards.
How do I join the program?
Anyone with a customer account will be automatically enrolled. You can create an account here
How do I earn points?
Points can be earned by making a purchase online at kowtowclothing.com. You can also earn points for completing other activities such as creating an account, or referring a friend.
How long does it take for points to be added to my account balance?
Points from any purchase online or in store will show as ‘pending’ for 14 days before being approved. This time frame is set in place in case you wish to return your purchase back to us.
Points earned from completing an activity, such as creating an account, or following us on social media, will be added to your account instantly. These points will show an ‘approved’ status and can be redeemed for rewards straight away.
How do I view my point balance?
You can view your point balance & track your activity in your customer account. Login to your account here
. We will also send you updates about your points balance from time, so make sure you are subscribed to our newsletter.
Will my points expire?
Points, or reward vouchers do not expire.
How many points do I need to redeem a reward?
For every $1 spent with us, you will receive 1 point. 100 points = $5 reward. View the different reward vouchers that are available to redeem your points for here
How do I redeem my points for rewards?
Login to your account and click the ‘Get Rewards’ tab. From here, you can redeem a discount voucher that you can use towards your next online purchase by entering the code at the checkout.
Please note, reward vouchers can not be used in conjunction with other discounts or offers, and only one reward can be used per purchase.
What happens if I return an order that I purchased using a reward voucher?
If points have been used as full payment for an order, any refunds will be issued back to your account as the value of the points.
If points have been used as a partial payment for an order, the refund will be issued partly as points and partly in the original payment method.
Can I transfer my points to another person, or account?
No, points may not be combined with another account, or transferred to another person. If you think you may have more than one active customer account, please contact firstname.lastname@example.org so we can look into this for you.
Where do you ship from?
We ship Worldwide from our New Zealand warehouse located in Auckland.
How much do you charge for shipping?
We offer free shipping worldwide on any purchase over $300 USD. For any purchase under $30 we charge a $30 USD standard shipping fee. All international taxes and duties are included in the purchase price.
How long will it take for my order to arrive?
Once dispatched, the estimated delivery time frame with DHL Express is 2-5 working days.
My order is taking longer than expected to arrive, what do I do?
You can manage all delivery expectations and updates through your tracking number. Please note, any shipping and delivery delays are out of our control once your order is in the hands of the courier. If there have been no movements on your tracking for 5 working days, please contact email@example.com to open an enquiry with the relevant carrier.
How do I track my order?
Once your order has been dispatched, you will receive a shipping notification with your tracking number. You can also log into your Kowtow account to check the status of your order and find your tracking number. If there is no tracking number attached in the shipping notification, please contact firstname.lastname@example.org.
My tracking says my order has been delivered but I haven’t received it. What should I do?
Please contact email@example.com so that we can investigate this further for you.
Returns & Exchanges
How do I submit a return?
Submitting a return for an order is easy! Simply complete our online return form
within 14 days of your order delivery date. Once completed, you will receive further return instructions via email.
Do you cover the cost of return shipping?
All return costs are the customers responsibility. Kowtow does not cover return shipping costs, unless an item is faulty, or you have received an incorrect item.
Can I return a sale item, or an item purchased with a promotional discount?
Yes, all sale items or items purchased with a discount are eligible to be returned for a full refund, as long as your return meets our return policy. Items marked as ‘final sale’ in the product description are unable to be returned or exchanged unless deemed faulty.
Can I return an item back to Kowtow I purchased from one of your stockists?
If you would like to return an item purchased from one of our stockists, you will need to return it directly to the store you have purchased from, as your receipt is held with that store.
I received a damaged item - what do I do?
We’re sorry to hear that your item has arrived in a less than perfect condition! Please contact firstname.lastname@example.org with a brief explanation & photos within 5 days of receiving your order, so we can work to find a resolution for you.
When can I expect my refund?
It can take our warehouse team up to 10 working days to receive and process your return once it has arrived safely back with us. You will receive an email notification as soon as we have issued your refund.
I returned my order that I purchased with Buy Now, Pay Later (Afterpay, Laybuy, Klarna) and am still being charged. When can I stop my payments?
Once your return has been processed by our team any payments that have been made to date will be refunded back to you, and any future payments for your order will also be cancelled. You must continue to make your payment instalments until your refund has been processed.
I requested an exchange, how long will this take?
Exchanges can take up to 10 working days to be processed and dispatched from our warehouse. You will receive a notification with tracking once it’s on its way to you. Please note sale period’s can cause delays with exchange dispatch times.
If you would like to repurchase your exchange request instead, please contact email@example.com so we can update your return request to a refund.
I am having trouble logging in to my account
We may need to activate your account, please contact firstname.lastname@example.org.
How do I reset my password?
Please contact email@example.com and we will email you a link to reset your password.
How do I update my email address?
Please contact firstname.lastname@example.org with the email you would like to update to, and we can have a look into this for you.
How do I unsubscribe from your mailing list?
You can unsubscribe from our mailing list at the footer of every email, by clicking the link ‘unsubscribe here’ to update your preferences.
Sizing & Product
How do I know what size to buy?
We recommend using our size guide
, and comparing these measurements with your own body measurements, to get an idea of the best fit. You can also find additional fit notes and sizing information available in the sizing tab within each product.
If you are needing further assistance with finding the right size, you’re welcome to reach out to our Customer Care team over live chat or via email@example.com.
I am after a size that is sold out on your website - will you receive more stock?
Unfortunately, once we sell out of a style online, we will be out of stock for the rest of the season. You’re welcome to put your email down under the ‘Size not available’ option for your desired size, and you will receive a notification if we restock this item.
What fabrics do you use to design your products?
We design all of our products using 100% Fairtrade certified organic cotton.
Where are your products made?
We manufacture our products through a Fairtrade Supply Chain in India. For more information around manufacturing, visit our values section
Need more help?
If you are unable to find an answer to your question, contact our customer service team via live chat, or email firstname.lastname@example.org. Our team is available to assist Monday to Friday – 8am to 4:30pm NZST.