FAQ

Online Customer Care

+64 4 916 5325
customercare@kowtowclothing.com

Office Hours:
Monday to Friday – 8am to 4:30pm NZDT




How do I pronounce Kowtow?
Kowtow is pronounced "Ko - Toe" as opposed to "Cow - Tow".
What does Kowtow mean?
Kowtow is a Chinese word that represents the custom of deep respect, shown by kneeling and bowing so low that your forehead touches the ground.
Where is your merino sourced?
Our ZQ certified premium merino wool is sourced from New Zealand.
Is your merino ethical?
Our merino wool is ZQ certified. The ZQ standard ensure growers commit to the highest grade of animal welfare, environmental care and social responsibility.


ORDERING

I’m having trouble placing my order. What can I do?
We are so sorry to hear that you are having trouble placing your order, we are here to help!

Please email customercare@kowtowclothing.com and explain the issue you are experiencing. We will then do our best to sort the problem out for you as soon as possible and get your order placed.

Alternatively please feel free to give us a call on +64 4 916 5325 and we can process the order for you over the phone. We are open Mon-Fri 8:00am-4:30pm (NZDT).
I can't log in to my account
This may be due to our new multi-region stores. We have recently changed the way our stores work, to allow you to shop in your own currency, and for other regional benefits. You can make sure you are shopping on the right store by heading to the bottom right corner of the website and clicking 'Region'.

If you are on the right region and still cannot log-in , please email customercare@kowtowclothing.com and we can send you an invite to confirm your new account.

Alternatively please feel free to give us a call on +64 4 916 5325 and we can process the order for you over the phone. We are open Mon-Fri 8:00am-4:30pm (NZDT).
I need to change something on my order. Is this possible?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.
I’m in love with something that’s out of stock in my size. Will you be getting more?
All of our available stock is loaded on line but from time to time we may restock a popular style, so please keep looking back at the website.

Due to the nature of online shopping, occasionally items are restocked after customer returns and exchanges are made, so another reason to keep checking.
I’m unsure about sizing and have some fit questions. How do I find this information?
Please see our Size Guide for general information on sizing.

If you have a question about the fit of a garment, please email customercare@kowtowclothing.com. We will be happy to advise.
Can I order over the phone?
We are happy to take your order over the phone. Please call our customer care department on +64 4 916 5325 and we will process this for you. We are open Mon-Fri 8:00am-4:30pm (NZDT).
Why do I need to provide a phone number?
Our courier companies require a contact phone number just in case they need to get in touch with you regarding your delivery.

We firmly believe in your privacy and the security of your personal information. We do not rent, sell or distribute our customers contact details to anyone.
I haven’t received my order confirmation email?
Not to worry! This may just mean there was a typo when you provided us with your email address.

Please email customercare@kowtowclothing.com and we will be able to update this information and resend the confirmation through to you.
Do you offer layby?
We don't currently have the facility to offer layby as a payment option.


PAYMENTS & TAXES

What forms of payment do you accept?
We accept debit/credit card payments via Shopify Payments and PayPal. You do not need to have/set up a PayPal account to process your debit/credit card payments to Kowtow. You can instead continue as a one-time guest user.
Is my parcel insured?
All items are insured against accidental damage & loss whilst in transit from Kowtow. Once your item/s have been delivered to the specified delivery address, they are no longer covered by insurance.

It is important to 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.
Will I have to pay custom duties/taxes on my order?
All Kowtow orders are shipped on DDP (Delivery Duty Paid) basis, meaning all taxes and import duties are included in the final price and orders will not be subject to any additional charges upon delivery.
You have refunded my credit card, how long will this take to show in my account?
Once we have processed your refund, you will be notified via email.

The amount of time the refund takes to show up into your account depends on Shopify Payments or PayPal's relationship with your individual bank, please contact your bank directly to check processing time.


SHIPPING

When will my order be dispatched?
Once your order has been placed, it will be dispatched between 1-3 working days. However during busy periods it may be longer before your order leaves our workroom.

You will receive a confirmation email with all your tracking details once your order has left the workroom.

Normal delivery times still apply. More info.
How much do you charge for shipping?
You can find all informations about delivery time, costs and tracking on our Shipping page .
Why won't you ship to my address?
This may be due to our new multi-region stores. We have recently changed the way our stores work, to allow you to shop in your own currency, and for other regional benefits. You can make sure you are shopping on the right store by heading to the bottom right corner of the website and clicking 'Region'.

If you are on the right region and still cannot purchase, please email customercare@kowtowclothing.com with your address details and we will be happy to help!

Alternatively please feel free to give us a call on +644 916 5325 and we can process the order for you over the phone. We are open Mon-Fri 8:00am-4:30pm (NZDT).
Do you ship to PO Boxes?
No, orders are unable to be delivered to PO Boxes. Please bear this in mind to avoid extra processing time.
What company do you ship with?
All orders are shipped internationally with DHL express.
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email which will include your tracking details. Use the tracking number provided to search your shipment on the DHL site here.
My tracking says my order has been delivered but I haven’t received it. What do I do?
Please email us as at customercare@kowtowclothing.com if your garment does not arrive within the expected delivery time frame. Our next step will be to lodge an enquiry with the relevant courier company. We will endeavour to keep you updated on the status of this enquiry.

It is important to 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.

It is safer if you can have your items delivered when you are present, so please provide a secure daytime delivery address where possible.
Does my order require a signature on delivery?
Our courier companies require a signature upon delivery for both national and international orders. If you would like your order to be left at an address without being signed for please let us know and we can instruct the courier to do so.
Can I get an urgent delivery?
Our courier company does not offer an urgent delivery option so we recommend allowing yourself enough time for your order to arrive.
Do you ship to Russia?
We are currently unable to ship orders to Russia.


RETURNS & EXCHANGES

How long does it take for returns to be processed?
Please let us know at returns@kowtowclothing.com within 5 days of receiving your order, providing your reasons and or exchange requirements.
Once we receive the item/s, please allow 5 to 7 working days for returns to be processed. We will endeavour to keep you updated on the status of your return.
I purchased an item on sale and it doesn’t fit. Can I return it?
All items bought on sale are final sale and cannot be returned for exchange or refund.
Can I drop my return off?
No, we do not have a physical store to accept returns.

We will endeavor to keep you updated on the status of your return & if you have any questions please email us at returns@kowtowclothing.com
Will there be an additional courier fee to send an exchanged item to me?
A further delivery charge will be required for sending out all exchanges. The cost is dependent on where you would like it sent.

Please email returns@kowtowclothing.com within 5 days of receiving your order, with the details of your exchange requirements.
We will process the exchange once we have received your item back, and all return/exchange requirements are met.

You are responsible for costs incurred shipping the item back to us.
I wore my new dress out to a party last night and I have decided I need a different size. Can I return it?
We are unable to exchange or refund worn, laundered or customer damaged goods.

Please check your garment size is correct within 5 days of receiving your order. Email returns@kowtowclothing.com providing your reasons and/or exchange requirements if a garment is not quite right.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost.
How do I send my return back safely?
Please let us know at returns@kowtowclothing.com within 5 days of receiving your order, providing your reasons and or exchange requirements.

We recommend using a tracked service as Kowtow cannot take responsibility for lost packages. Until your return is received by Kowtow, it is your responsibility.



Courier returns to:

Kowtow Returns, 40A Vivian Street,
Wellington 6011, New Zealand

P: +64 4 9165325


Privacy

What do you do with my personal information?
We firmly believe in protecting your privacy and the security of your personal information. We do not rent, sell or distribute our customer base or newsletter subscribers to anyone. We also do not store your credit card details on our server, all credit card purchases are processed through a PayPal secure payment gateway.

Read our full privacy notice here.
How do I unsubscribe from your newsletters?
You can change your preferences or unsubscribe at any time via the the link in our newsletter footer, or by emailing us at customercare@kowtowclothing.com

You are shopping on the Kowtow website for Europe, would you like to continue on this website?

Yes, continue on Europe No, go to the website for:
Free express shipping' — Import taxes & duties included.