• Submit a return request through our return portal. Once you submit your return, you will receive instructions on where to return your order.

    *Online orders may also be returned directly to a Kowtow store within 14 days of receipt. Please note that in-store exchanges are subject to availability & refund requests will be processed by our online team within 5-7 working days.

  • Securely package your item, clearly noting your original order number and your name on the outside of the box. Where possible, we encourage you to return your items in recycled packaging.

  • 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 hope that you will love everything you order, but if something isn’t quite right you can return it back to us for a size exchange, store credit, or refund. See below for our full terms and conditions.

  • You may return your online order within 21 days of your order dispatch date via our returns portal.

  • Kowtow will provide shipping labels for all returns and will deduct a flat fee of $8.00 from your refund or store credit at the time of processing to cover the return shipping label cost. Any orders returned for an exchange will receive a free shipping label.

  • All items must be returned clean, with no makeup, deodorant or perfume stains, unworn and unwashed, with their tags attached. Shoes & jewellery must be returned with their original packaging, as this is considered part of the product. For hygiene reasons, returns for earrings will only be accepted if they have not been tried on.

  • Items marked as ‘final sale’ in the product description are unable to be returned or exchanged unless deemed faulty.

  • Returns will be processed within 5-7 working days of arriving back to our workroom. Refunds will be processed via your original payment method and store credit will be issued as a gift card valid for 12 months.

  • Please note that original order shipping costs are non-refundable.

Free Exchanges

We are happy to now provide free exchanges for all onlime customers. See below for full terms and conditions.

  • Any order returned for an exchange will receive a free shipping label. 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.

In-Store Return Policy

  • Any item purchased from a Kowtow Store may be exchanged, or returned for store credit, within 14 days of purchase. Please note that we do not offer refunds for change of mind on in-store purchases (so please choose carefully).

  • All items must be returned clean, with no makeup, deodorant or perfume stains, unworn & unwashed, with their tags attached. Shoes must be tried on a carpeted surface. Shoes and Jewellery must be returned with their original box as this is considered part of the product.

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

  • Exchanges are subject to in-store availability.

  • Please note that you are not required to submit a return request through our return portal if you are returning your order in-store.

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.

  • Repair Program

    Consider repair before replacing your garment. For minor damages, we offer complimentary repairs. For larger rips, we offer the Japanese patching technique Sashiko. This is about valuing and extending the life of the garment through not only strengthening it, but taking the time to make it beautiful as well. This service is bespoke for a small fee. If you are interested in repairing a beloved Kowtow garment, please email customer care to organise an assessment.

    Learn More
  • Take Back Program

    To reduce garments going to landfill, we offer a take back programme for our clothing and swimwear. We are currently in research and development, exploring options for recycling and repurposing in the most sustainable way. If you would like to participate in our take back program, please email customer care to organise your return.

    Learn more

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.