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.

  • Securely package your item, clearly noting your original order number and your name on the outside of the box. We recommend that you use a traceable shipping method to keep track of your return. All returns must be shipped back to our Australian warehouse at the customers cost.

  • Your return will be processed within 5-7 working days of it arriving back to our warehouse. 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.

  • All return orders must be shipped back to our Australian warehouse at the customers cost.

  • Exchanges are subject to availability, and all exchange orders qualify for free shipping.

Exchanges

All exchange orders qualify for free shipping.

  • Exchanges can be made for size only, and are subject to availability at the time of processing as we cannot hold items. Your exchange order will be created once your return is received and processed. If the item you were hoping to exchange for is sold out, a refund will be issued via your original payment method.

  • Once your exchange order is created, you will receive an order confirmation with a new order number.

  • Your exchange order will be dispatched with free shipping. You will receive a notification with tracking once your order has been dispatched.

Refunds

  • Refunds will be processed via your original payment method, i.e. credit card, or Afterpay. 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.