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.

Extended Returns

Enjoy extended returns on all orders placed between 8th November - 24th December.

All items purchased during this timeframe may be returned up until the 17th January 2025.

Online Return Policy

We offer a refund, store credit, or free exchange on full-priced items. Sale items (unless marked as final sale) may be returned for a store credit, or exchange. Items purchased via our Relove programme are final sale and cannot be returned, or exchanged. 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.

  • A return shipping label will be provided, and $14 will be deducted from your refund, or store credit to cover the label cost. 

  • Exchanges are subject to availability, and return shipping labels for exchanges are free of charge. We offer two options for exchange: standard exchange or instant exchange. See below for more information.

Free Exchanges

We offer two options for exchange: standard exchange or instant exchange. Any orders returned for an exchange will receive a free shipping label. All exchange orders qualify for free shipping.

Standard Exchange:

  • Standard exchanges can be made for size only, and are subject to availability at the time of processing as we cannot hold items for standard exchanges. 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.

Instant Exchange:

  • You can select to opt for an instant exchange when submitting your return through our return portal. An instant exchange can be made for size only.

  • You will be asked to enter your credit card details when submitting your return to place your exchange order. A $1.00 hold will be placed on your credit card at the time of submission. If returning item/s are not received within 14 days, the full amount of the exchange will be charged to your card.

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

  • Please note that instant exchanges cannot be edited once they are submitted.

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.

  • $14 will also be deducted from the refund total to cover the return shipping.

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.

  • $14 will also be deducted from the store credit total to cover the return shipping.

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, including Relove items. 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.

Retail Return Policy

We offer a store credit, or exchange for items purchased from a Kowtow store, excluding Relove items, which are final sale. Please see our full terms and conditions below.

  • Items must be returned within 14 days of purchase.

  • 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.

  • Exchanges are subject to in-store availability. In the event your preferred exchange is not available, you will be offered a store credit. 

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.

Help Centre