FAQs

We may be able to make changes to your order, depending on what stage it is at with fulfilment. We recommend reaching out to [email protected] as soon as possible and we will do our best to update it.

We will try our best to update your shipping address once your order has been confirmed, depending on what stage it is at with fulfilment. We recommend reaching out to [email protected] as soon as possible and we will do our best to update it.

If your order has already been shipped, you may be able to redirect it via your tracking number. 

Once you have placed your order, you should receive a confirmation email straight away. 

If you haven’t received an email, please check your spam folder first and then contact [email protected] so we can look into your order. Most likely, there has been a simple typo when entering your email address details at the checkout, which can be easily updated. 

If you can’t select your address or country for delivery, you might be on the wrong regional site.

Check at the top‑right corner of the site and click on the country, to then choose your correct shipping region from the drop-down.

If your country isn’t listed, please check our Store Locator page for your nearest stockist. 

Once you are at the checkout, you can apply a gift card or discount code in the discount window and select ‘apply’. If the discount amount has not been taken off your total, the code has not applied correctly, or it is invalid for the item/s in your cart.

To redeem your Loyalty reward, you will need to login to your Collective account and your Collective points will show in checkout to redeem against a purchase, you can choose how many points you would like to redeem. Please note, Loyalty reward vouchers can not be used in conjunction with other discounts or offers, and only one reward can be used per purchase.

Unfortunately, we are unable to apply a discount code after your order has been placed.

Click & Collect allows you to shop online and pick up your order from your closest Kowtow store. This is a free service and relies on the item being available at the store you have selected. You will receive a notification to your email as soon as your order is ready for collection, usually within 1-2 days.

You can see whether the item is available for Click & Collect by selecting your chosen size and selecting ‘Find in Store’. Once you are ready to place your order, select Local Pickup and ensure that your local store is selected. If your local store isn’t shown at checkout, then the item isn’t available for Click & Collect and you will need to place a shipped order instead.

Please reach out to [email protected] if you need any assistance.

Please note that this service isn’t available for past season sale items.

Sale and promotional offers are valid for a limited time, and cannot be applied to previous purchases or combined with other offers. 

You can read more about our Terms & Conditions here.

We ship throughout New Zealand from our Auckland based warehouse. 

If your order is out of stock in our warehouse we may also ship this from one of our retail stores; Newmarket or our Wellington flagship store.

We offer free shipping on any purchase over $200. For any purchase under $200 we charge an $8 courier fee. Click & Collect is available free of charge for selected items at our Newmarket and Wellington stores.

All orders are shipped with New Zealand Post. 

After your order has been dispatched from our warehouse or a retail store, you will receive a shipping notification with your tracking number. 

Once dispatched, the estimated delivery time frame with New Zealand Post is 2-3 working days. 

You can find more information on our shipping policy and timeframes here.

Once your order has been dispatched, you will receive a shipping notification with your tracking number. 

You can also log into your Kowtow account to check the status of your order and find your tracking number. If there is no tracking number attached in the shipping notification, please contact [email protected].

You can manage all delivery expectations and updates through your tracking number, including redirecting to a new address. 

Please note, any shipping and delivery delays are out of our control once your order is in the hands of the courier. If there have been no movements on your tracking for 5 working days, please contact [email protected] to open an enquiry with the relevant carrier. 

You can find more information on our shipping policies and timeframes here.

Sorry to hear that you haven't received your order!

Please contact [email protected] so that we can investigate this further for you.

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.

Submitting a return for an order is easy! Simply submit a return request through our return portal within 14 days of your order dispatch date.

Click here for more information on our online and in store return policies.

If you return your entire order in full, and are eligible for a refund, you will receive a refund for the value of the purchase, and your Collective Points will be issued back to your account.

If you return your entire order in full, and are eligible for a store credit, you will receive a store credit for the value of the purchase, and your Collective Points used on this item will then be deemed void.

If you return part of your order (eg. 1 item out of 2 total) you will receive a refund or store credit for the value of the purchase, less the discount amount deducted for the returned item. The Collective Points used on this item will then be deemed void.

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.

You can find more information on our return policy here.

Kowtow will provide shipping labels for all returns and will deduct a flat fee of $14.00 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 and the exchange order will be shipped without a shipping fee.

Please reach out to [email protected] if you have received a faulty, damaged or incorrect item so we can organise a resolution for you.

Yes, you are more than welcome to return your online order to a Kowtow store within 14 days of your order dispatch date. Please provide your order number or a proof of purchase when you return your item.

You can find more information on our return policy here.

We’re sorry to hear that your item has arrived in a less than perfect condition! 

Please contact [email protected] with a brief explanation & photos within 5 days of receiving your order, so we can work to find a resolution for you.

It can take our warehouse team up to 5-7 working days to process your return once it has arrived safely back with us. You will receive an email notification as soon as we have issued your refund, or shipped your exchange.

We offer two exchange options online: Standard Exchange and Instant Exchange.

Standard Exchange 

Select the item you would like to exchange for when submitting your return. Your replacement item will be sent once we receive and process your return item. Please note that your replacement item is not reserved and is subject to availability at the time your return is received. 

Instant Exchange 

If you would like to secure your replacement item straight away, you can choose our instant Exchange option. A temporary authorisation (or “hold”) will be placed on your payment method to reserve the replacement item, and your exchange will be dispatched the next business day. Once we receive your returned item, the authorisation hold will be released.

Please note that all exchanges are subject to our exchange policy and item availability.

To become a member, all you need to do is create a Kowtow account, you can create an account here. 

Any purchase made through a Kowtow store will also create an in store membership, however we recommend creating an account to access your rewards online and receive the full benefits of our program.

For every $1 spent with us, you will receive 1 point. Points can be earned by making a qualifying purchase online at kowtowclothing.com, or in any Kowtow store. You can also earn points for completing other activities such as repairing, regenerating and selling second hand Kowtow garments through Kowtow Relove.

You can view your point balance & track your activity in your customer account. Login to your account here. 

We will also send you updates about your points balance from time, so make sure you are subscribed to our newsletter.

You can login to The Collective and you can see your current points and loyalty level on your account page. To redeem points for rewards online, your Collective points will show in checkout to redeem against a purchase, and you can choose how many points you want to redeem.

To redeem points for rewards in store, all you will need to do is provide your email address at the counter and we will take care of the rest. 

Points from any purchase online or in store will show as ‘pending’ for 14 days before being approved. 

Points earned from Kowtow Relove are issued as soon as you accept your offer, there is no need to wait until you item sell.

Your points will expire 12 months from the date of your qualifying purchase. 

Reward vouchers can be used towards any product sold online or in store, however cannot be used towards gift cards, shipping costs, or in conjunction with any other promotional offer where a discount code, or automatic discount applies at the checkout.

No, points can not be combined with another account, or transferred to another person. If you have accidentally created more than one Kowtow account within the same country, please email [email protected] to resolve this for you. Accounts created across different countries (eg. New Zealand & Australia) cannot be combined.

Log in to your Kowtow Collective account, and find all of our Circular Services on the sidebar menu of your account page. These will allow you to fill out the online forms for Repair, Regenerate and Relove.

Any existing vouchers have been instantly transferred to points, to make it all easy. You can see your current points and loyalty level on your account page.

You may have shopped with us in store, but have not activated your account online yet. Please contact [email protected] and we will email you a link to activate your account. You can also reset your password at the login page.

Please contact [email protected] with the email you would like to update to, and we can have a look into this for you.

We accept Visa, Mastercard, AMEX, PayPal, and also offer the Buy Now Pay Later methods with Afterpay.

Our full list of payment options is located in the final page of the checkout. You should find all of these options when you get up to that part of the process.

You can purchase an e-gift card via our website here which will be emailed directly to your inbox. If you would prefer a physical gift card, you can purchase one from our Newmarket or Wellington stores.

Please note, gift cards are issued in the currency of the region they are purchased in, so can only be redeemed in this same region. If the recipient of the gift card is in a different region, we recommend purchasing the gift card in the region that they are in. Please contact our team for more information on this.

Our designs range from close fitting cuts that hug the body, to more generous, oversized shapes that allow you to size up or down depending on how you would like an item to fit.

As a starting point, we recommend comparing our garment measurements in the 'Size & Fit' tab to a garment that you already own and like the fit of.

We also feature additional fit notes in the same 'Size & Fit' tab for each product, which will determine whether the style has a close, standard, relaxed or oversized fit.

If you are needing further assistance with finding the right size, you’re welcome to reach out to our Customer Care team over live chat or via [email protected].

Unfortunately, once we sell out of a style online, we will be out of stock for the rest of the season. You’re welcome to put your email down under the ‘Size not available’ option for your desired size, and you will receive a notification if we restock this item. 

Kowtow Relove adds fresh purpose to preloved Kowtow garments that deserve more wear. Earn Collective points when you sell or buy secondhand.

Relove is part of Kowtow’s journey to become a fully circular business. One of the best things we can do for our planet is to keep our garments in use for longer, so we want to give our community an opportunity to pass on clothes that they are no longer wearing, but still have a lot to give!

Members of the Collective can find a coveted archive piece, or old season prints and styles, all ethically made from natural fibres, on Kowtow Relove. 

An edit of Kowtow Relove garments can be found in-store at Kowtow Flagship in Wellington, and online here.

The first step is to submit an online form through your collective account. You will receive notification within 3-5 business days informing you if your garments have been initially accepted for Relove. You then have the choice to drop your garments into the Kowtow Flagship store in Wellington, or send them by post to our Wellington Workroom. Please include your name and phone number with your preloved garments. Shipping will be at your cost and we recommend that you use a tracked postage method. Kowtow is not responsible for any damage or losses during shipping. 

On receipt of your garments, we will send you an offer within 5-7 business days. You have the choice to accept the offer, to have the garments sold, or to decline the offer. Kowtow reserves the right to decline garments after an in-person inspection, so we encourage you to be as detailed as you can in your online submission.

Kowtow Relove accepts all current and past season Kowtow collection garments, including merino or wool collections. We do not accept non-Kowtow garments, swimwear, sleepwear or underwear. 

Unfortunately, Relove cannot accept garments that have been altered to specific measurements, as we are unable to give our customers an accurate sizing of the garment. 

Kowtow Relove does not accept sample pieces, or garments which were not a part of a collection (usually purchased at a workroom sale). 

All garments should be clean, odour free, and without major flaws. Please take pictures of any discolourations or flaws on your garments when filling out your online form. In sending in your garment, you understand that Kowtow may decline the garment if its condition was not accurately represented in the online submission. 

Kowtow will sort your garment into a condition category, which will inform the resell price, and the Kowtow Collective points you will receive.

The items you return to us will be priced at what we deem to be a fair market value for the garment, taking into consideration its age, condition, and demand for the garment.

You will receive Kowtow Collective points for your garment, value dependent on the resell price. Points will be valued at 40% of the deemed resell price. 

You will receive your Kowtow Collective points within 48 hours of accepting your offer. Points will remain at the original offer value, regardless of whether your garment goes on sale, or does not sell. 

You have the right to accept or decline the offer, and arrange collection of your garment if you wish to wear it again, or resell through another avenue.

You can accept the offer through the link in your notification from Kowtow, or on your Collective Account page. You have 48 hours to accept the offer we have sent. If we have not heard from you within this timeframe, the offer will be automatically accepted and the Kowtow Collective points will be issued to you.

Anything online and in-store - including Relove!

You can shop Relove online, and in our Wellington retail store.

All Relove items are final sale. We provide a size guide on our website to help you when buying online, and encourage you to use this when buying from Relove to ensure your choice will be the right fit. Our customer care team is available if you need further assistance.

Our team has done their best to represent the pieces accurately. If you feel there has been a gross misrepresentation of the condition of the garment, we encourage you to contact us at [email protected].

Yes! See more information on our Collective Programme here.

Yes. Sign up for a Collective account here.

Find our Relove T's and C's here.