How to Return your Order

  • To request a return, store credit, or exchange, submit a return request through our return portal. You will receive an email with further instructions on how to return your order. 

    Alternatively, you may return your order directly to a Kowtow store. Please note that in-store exchanges are subject to availability.

  • Securely package your item, then print, and attach your return label to the package. Drop into your local post office.

  • Your return will be processed within 5-7 working days of it arriving back to our workroom. Please note that during sale and holiday periods, there may be delays with processing returns.

Online Return Policy

We offer a refund, store credit, or exchange on full-priced items. Sale items (unless marked as final sale) may be returned for a store credit, or exchange. Please see our full terms and conditions below.

  • Your return must be submitted via our return portal within 14 days of your order dispatch date.

  • All items must be returned in a saleable condition. Eg. clean, unworn and unwashed, with all tags attached. 

  • Shoes & jewellery must be returned with their original packaging. Earring returns will only be accepted if they have not been tried on.

  • Items must be sent back at your own cost. We recommend using a traceable shipping method to return your order as we do not accept responsibility for returns that are lost or damaged in transit.

  • Exchanges are subject to availability.

Refunds

  • Refunds will be processed via your original payment method. Depending on your bank, refunds may take 3-10 working days to appear on your bank statement.

  • The total amount of the refund will be minus any original shipping costs, as these are non-refundable.

Store Credit

  • Store credit will be issued as a gift card valid for 12 months.

  • The total amount of the store credit will be minus any original shipping costs, as these are non-refundable.

Sale & Final Sale

  • Sale items are considered as any item that is ‘marked down’ with a sale price. Unless specified otherwise, all sale items are ineligible for a full refund (unless deemed as faulty), and returns will only be accepted for store credit, or exchange. 

  • Final Sale applies to select items that are marked 'Final Sale' in the product description. Final Sale items are ineligible for return (unless deemed as faulty). We recommend contacting our Customer Care team if you need assistance with sizing, or fit prior to purchasing.

Incorrect or faulty items

To ensure the quality of our products, every online order is carefully assessed by our team prior to dispatch. However, if you have received an item that is incorrect, or that you believe to be faulty, please notify customer care within five days of receiving your order.

If you believe that a fault has occurred with an item purchased from kowtowclothing.com within six months of purchase, please email customer care with photos and a brief explanation of the issue so that we can work to find a resolution for you. We reserve the right to repair or replace an item we deem to be faulty as a first resort. Please note that items that are damaged as a result of normal wear and tear, by accident or through misuse will not be considered faulty. All faulty items will be assessed upon return, so must be sent back clean.

Need more help?

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.

Alternatively, you are welcome to navigate through our comprehensive help centre for for any queries you may have.