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Kowtow Clothing US logo
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FAQs

Placing an Order

Please contact [email protected] by the end of the day that you have placed your order to make changes. If you have contacted us later than this timeframe, it may not be possible to cancel or update your order.

We can try our best to update your shipping address once your order has been confirmed. Please contact [email protected] by the end of the day that you have placed your order to change the address. 

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 details at the checkout, which can be easily updated. 

If you can’t select your country for delivery, you may be on the incorrect website for your region. You can check the region you are in at the top right hand corner of our website and hover over the country to select your correct shipping region. If you are on mobile, open the menu in the top right and select your correct shipping region from the options in the bottom left.


Please note that we only ship to New Zealand based addresses through our New Zealand website. To ship to an Australian address, please select the Australian shipping region from the country selector dropdown. We also ship internationally, however only to the countries listed in the dropdown. 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 Collective points, 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. 

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

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.

Shipping

We ship Worldwide with DHL from our Australian warehouse located in Victoria.

We offer free shipping worldwide on any purchase over $300 USD. For any purchase under $300 we charge a $30 USD standard shipping fee. All international taxes and duties are included in the purchase price.


All orders are shipped with DHL.

Once dispatched, the estimated delivery time frame with DHL Express is 2-5 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.

Returns & Exchanges

We hope that you will love everything you order, but if something isn't quite right you can return it back to us for an exchange, store credit, or refund. 

See here for our full terms and conditions.

*Please note that all returns must be shipped back to our Australian Warehouse and we do not cover return shipping costs.



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.

Once you have submit your return, you will receive instructions on where to return your order. 

Please note that all returns must be shipped back to our Australian Warehouse and we do not cover return shipping costs.

All return costs are the customers responsibility. Kowtow does not cover return shipping costs, unless an item is faulty, or you have received an incorrect item.

Please note that all returns must be shipped back to our Australian Warehouse.

Yes, all sale items or items purchased with a discount are eligible to be returned for a full refund, as long as your return meets our return policy. Items marked as ‘final sale’ in the product description are unable to be returned or exchanged unless deemed faulty.


See here for our full return terms and conditions.


Please note that all returns must be shipped back to our Australian Warehouse.

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 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.

The Collective

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 creating an account.

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.


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


Points earned from completing an activity, such as creating an account, or following us on social media, will be added to your account instantly. These points will show an ‘approved’ status and can be redeemed for rewards straight away.

Your points will expire 24 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.

If you return your entire order in full, you will receive a refund/store credit for the value of the purchase, and your reward voucher will be issued back to your account as points.


If you return part of your order (eg. 1 item out of 2 ordered) you will receive a refund/store credit for the value of the purchase, less the discount amount deducted for the returned item. And the partial reward voucher for this item will then be deemed void. 

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.

Account

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. 

Gift Cards & Payments

We accept Visa, Mastercard, AMEX and PayPal.

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. 


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.

Sizing

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. 

Alternatively, you might have some luck tracking down your size/colour from one of our Kowtow stockists. Try searching for the style name online to see what online stores have the item available.

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