FAQ

How do I pronounce Kowtow?
Kowtow is pronounced "Ko - Toe" as opposed to "Cow - Tow".
What does Kowtow mean?
Kowtow is a Chinese word that represents the custom of deep respect, shown by kneeling and bowing so low that your forehead touches the ground.


ORDERING

I’m having trouble placing my order. What can I do?
We are so sorry to hear that you are having trouble placing your order, we are here to help!

Please email customercare@kowtowclothing.com and explain the issue you are experiencing. We will then do our best to sort the problem out for you as soon as possible and get your order placed.

Alternatively please feel free to give us a call on +644 916 5325 and we can process the order for you over the phone. We are open Mon-Fri 8:00am-4:30pm (New Zealand time).
I can't log in to my account
This may be due to our new multi-region stores. We have recently changed the way our stores work, to allow you to shop in your own currency, and for other regional benefits. You can make sure you are shopping on the right store by heading to the bottom right corner of the website and clicking 'Region'.

If you are on the right region and still cannot log-in , please email customercare@kowtowclothing.com and we can send you an invite to confirm your new account.

Alternatively please feel free to give us a call on +644 916 5325 and we can process the order for you over the phone. We are open Mon-Fri 8:00am-4:30pm (New Zealand time).
I need to change something on my order. Is this possible?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.
I’m in love with something that’s out of stock in my size. Will you be getting more?
All of our available stock is loaded on line but from time to time we may restock a popular style, so please keep looking back at the website.

Due to the nature of online shopping, occasionally items are restocked after customer returns and exchanges are made, so another reason to keep checking.

We also have stockists all over the world that may have what you are looking for. Please visit our stockists page for full details.
I’m unsure about sizing and have some fit questions. How do I find this information?
Please see our Size Guide for general information on sizing.

For measurements of a specific garment, please check the 'measurements' tab found on each product.

If you have a question about the fit of a garment, please email customercare@kowtowclothing.com. We will be happy to advise.

We also offer stress free returns. This way, you can order several sizes or pieces and send back anything that’s not quite right.
Can I order over the phone?
We are happy to take your order over the phone. Please call our customer care department on +64 4 916 5325 and we will process this for you. We are open Mon-Fri 8:00am-4:30pm (New Zealand time).
Why do I need to provide a phone number?
Our courier companies require a contact phone number just in case they need to get in touch with you regarding your delivery.

We firmly believe in your privacy and the security of your personal information. We do not rent, sell or distribute our customers contact details to anyone.
I haven’t received my order confirmation email?
Not to worry! This may just mean there was a typo when you provided us with your email address.

Please email customercare@kowtowclothing.com and we will be able to update this information and resend the confirmation through to you.
Do you offer layby?
Due to the nature of online, we cannot offer a traditional layby arrangement. However our website does offer Laybuy as a payment solution. This service allows for immediate dispatch of your order, and split payments over 6 weeks. Please refer to the Laybuy website here for their terms and conditions.


PAYMENTS & TAXES

What forms of payment do you accept?
We accept New Zealand bank deposit & debit/credit card payments via Payment Express and PayPal. You do not need to have/set up a PayPal account to process your debit/credit card payments to Kowtow.

We also accept payment through Laybuy. For full terms and conditions, visit their website here.
I accidently clicked bank deposit but I want to pay via credit card. How can I do this?
If you would like to change your method of payment and pay via credit card, please email customercare@kowtowclothing.com and let us know. You will then be sent a credit card request via email.

Alternatively please feel free to give us a call on +64 4 916 5325 and we can process the payment for you over the phone. We are open Mon-Fri 8:00am-4:30pm (New Zealand time).
Is my parcel insured?
All items are insured against accidental damage & loss whilst in transit from Kowtow. Once your item/s have been delivered to the specified delivery address, they are no longer covered by insurance.

It is important to make sure you fill in your correct address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.
You have refunded my credit card, how long will this take to show in my account?
Once we have processed your refund, you will be notified via email.

The amount of time the refund takes to show up into your account depends on Payment Express, PayPal and Laybuy's relationship with your individual bank, please contact your bank directly to check processing time.


SHIPPING

When will my order be dispatched?
Once your order has been placed, it will be dispatched between 1-2 working days.

Please note during sale and holiday periods, orders may be subject to delay, so please allow a minimum of 2 working days for your order to be processed and dispatched.

We do offer a Priority Processing option at the checkout which will ensure that your order bypasses the order queue & will be dispatched the same day for orders placed prior to 12pm NZ EST or the following morning for orders placed after 12pm NZ EST.

Once the order has left our workroom, you will receive a confirmation email with all your tracking details.
How much do you charge for shipping?
You can find all informations about delivery time, costs and tracking on our Shipping page .
Why won't you ship to my address?
This may be due to our new multi-region stores. We have recently changed the way our stores work, to allow you to shop in your own currency, and for other regional benefits. You can make sure you are shopping on the right store by heading to the bottom right corner of the website and clicking 'Region'.

If you are on the right region and still cannot purchase, please email customercare@kowtowclothing.com with your address details and we will be happy to help!

Alternatively please feel free to give us a call on +644 916 5325 and we can process the order for you over the phone. We are open Mon-Fri 8:00am-4:30pm (New Zealand time).
Do you ship to PO Boxes?
No, orders are unable to be delivered to PO Boxes or NZ Post ParcelPods. Please bear this in mind when supplying your shipping address.
What company do you ship with?
NZ Couriers
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email which will include your tracking details. You can track your order by using the tracking number provided on www.nzcouriers.co.nz
My tracking says my order has been delivered but I haven’t received it. What do I do?
Please email us as at customercare@kowtowclothing.com if your garment does not arrive within the expected delivery time frame. Our next step will be to lodge an enquiry with the relevant postal service. The postal service will then get in touch with you as soon as possible with an update.

It is important to make sure you fill in your correct address when ordering from us. We cannot accept responsibility for the wrong address being used with an order.

It is safer if you can have your items delivered when you are present, so please provide a secure daytime delivery address where possible.
Does my order require a signature on delivery?
Our courier companies require a signature upon delivery for both national and international orders. If you would like your order to be left at an address without being signed for please let us know and we can instruct the courier to do so.
Can I get an urgent delivery?
Our courier company does not offer an urgent delivery option so we recommend allowing yourself enough time for your order to arrive.

We do offer a Priority Processing option at the checkout which will ensure that your order bypasses the order queue & will be dispatched the same day for orders placed prior to 12pm NZDT or the following morning for orders placed after 12pm NZDT.
Do you ship to Russia?
We are currently unable to ship orders to Russia.


RETURNS

How long does it take for returns to be processed?
Please let us know at returns@kowtowclothing.com within 5 days of receiving your order, providing your reasons and or exchange requirements.
Once we receive the item/s, please allow 5 to 7 working days for returns to be processed. We will endeavour to keep you updated on the status of your return.
I purchased an item on sale and it doesn’t fit. Can I return it?
We will happily offer you the option to exchange sale items that do not fit correctly and swap them for the right size if available. Alternatively we can issue you with an online credit note of value equal to the price of the returned item/s (valid for 3 months).

We are unable to refund sale items or purchases made using a promo code.
Can I drop my return off?
No, we do not have a physical store to accept returns.

We will endeavor to keep you updated on the status of your return & if you have any questions please email us at returns@kowtowclothing.com
Will there be an additional courier fee to send the exchanged item to me?
A further delivery charge will be required for sending out all exchanges. The cost is dependent on where you would like it sent.

Please email returns@kowtowclothing.com within 5 days of receiving your order, providing your reasons and or exchange requirements. We will then provide you with delivery charges.
Can I return an item purchased using Laybuy?
Yes, exchange and returns procedures remain the same for purchases paid using Laybuy. Please refer to our returns policy for more details.

Please allow for 1-2 days extra processing time.
I wore my new dress out to a party last night and I have decided I need a different size. Can I return it?
We are unable to exchange or refund worn, laundered or customer damaged goods.

Please check your garment size is correct within 5 days of receiving your order. Email returns@kowtowclothing.com providing your reasons and/or exchange requirements if a garment is not quite right.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
How do I send my return back safely?
Please let us know at returns@kowtowclothing.com within 5 days of receiving your order, providing your reasons and or exchange requirements.

All items must be returned in a secure and waterproof courier bag.

We recommend using a tracked service as Kowtow cannot take responsibility for lost packages. Until your return is received by Kowtow, it is your responsibility.



Courier returns to:

Kowtow, Anvil House, Level 5, 138-140 Wakefield Street, Wellington 6001, New Zealand

P: +64 4 9165325