Quick Answers

How do I find the right size?

Our designs range from close fitting cuts that hug the body, to more generous, oversized shapes that allow you to size up or down depending on how you would like an item to fit.

As a starting point, we recommend comparing our garment measurements in the 'Size & Fit' tab to a garment that you already own and like the fit of.

We also feature additional fit notes in the same 'Size & Fit' tab for each product, which will determine whether the style has a close, standard, relaxed or oversized fit.

How do I return an item?

Submitting a return for an order is easy! Simply submit a return request through our return portal within 21 days of your order dispatch date.

How do I redeem a loyalty reward?

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.

Placing an Order

I need to change something on my order. Is this possible?

Please contact customercare@kowtowclothing.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 customercare@kowtowclothing.com 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 customercare@kowtowclothing.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.

Need more help?

If you are unable to find an answer to your question, contact our customer service team via live chat, or email customercare@kowtowclothing.com. Our team is available to assist Monday to Friday – 8am to 4:30pm NZST.