RETURNS & REFUNDS

Please let us know at orders@kowtow.co.nz within 5 days of receiving the order, providing your reasons and/or exchange requirements. Note that we will not refund because of a change of mind and we are unable to exchange or refund used, laundered or customer damaged goods.

Please place the unused, unwashed, resalable garment/s in a secure and waterproof postal bag. The cost of delivery for returns or refunds is not refundable but we will gladly cover the cost of delivering replacement items to you.

Please allow up to 5 working days for exchanges or refunds to be processed once we receive them. We will endeavour to keep you updated on the status of your exchange/refund. Note that refunds will be made via your original payment method. For example, if you paid via credit card, a refund will be put onto your card. If you paid via direct credit, we will require your bank account details to transfer the refund across to you. If you have any queries regarding returns or refunds please feel free to contact us at orders@kowtow.co.nz

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 services. 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. All Parcel orders overseas over 2 kg will require signature delivery and must be delivered to an address where someone is present. It is safer if you can have your items delivered when you are present, so provide a secure daytime delivery address where possible.