Customer Care

If you cannot find what you are looking for please email us at info@kowtowclothing.com or call us on +64 4 9165325. We are open Mon-Fri 9-5pm (NZ time). 

Stress Free Returns & Refunds

Please let us know at customercare@kowtowclothing.com within 5 days of receiving the order, providing your reasons and/or exchange requirements. 

FULL PRICED ITEMS: We will happily offer you the option to exchange, a credit note (valid for 3 months) or refund (through your original payment method) 

SALE ITEMS & PROMO CODE OFFERS: We will happily offer you the option to exchange or a credit note (valid for 3 months). No refunds on sale items or purchases made with a promo code.

Returns Policy:

- We are unable to exchange/refund used, laundered or customer damaged goods. 
- We are unable to exchange/refund briefs.
- Please let us know at customercare@kowtowclothing.com within 5 days of receiving the order, providing your reasons and/or exchange requirements.
- Please place the unused, unwashed, resalable garment/s with original tags in a secure and waterproof courier bag. 
- The cost of delivery for returns/refunds is not refundable.
- A further delivery charge will be required for re-sending the exchange. 

Courier returns to:

Kowtow 
Studio 1 / 231 Thorndon Quay
Wellington
New Zealand
P: +64 4 9165325

Please allow up to 5 working days for exchanges/refunds/credit notes to be processed once we receive them. We will endeavour to keep you updated on the status of your exchange/refund/credit note.

If you have any queries regarding returns or refunds please feel free to contact us at customercare@kowtowclothing.com

Missing Parcels

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. Email us if your garment does not arrive. Our next step will be to lodge an enquiry with the relevant postal service. The postal service will get in touch with you and then will require a response from you. The whole process can take up to 2 months. It is safer if you can have your items delivered when you are present, so provide a secure daytime delivery address where possible.

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