Returns and Refunds Policy
Can I return an item if I’m not happy with it? Australia Only
Sometimes the shoes just don’t fit. Contact us within 48hrs of receiving your item to discuss your return and we’ll endeavour to provide a full refund of your purchase. For Apparel Items we offer an exchange or refund. Once decided we’ll let you know where to post your item in order for a refund to be processed. Please note we do not provide a refund for sale items only exchange.
Our refund and returns policy window are 14 days. If 14 days have passed since your item has arrived, contact us to discuss your options.
To complete your return, please contact kouwi.com in the Say Hello page of our website. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: Any item that is damaged or missing parts for reasons not due to our error. Sale items may not be returned unless damaged.
New Zealand:
We’re pleased to offer a hassle-free return policy for your convenience. If for any reason you’re not completely satisfied with your purchase, you may return the items within 14 days of the date they were received.
To initiate a return, please contact our customer support team, and they will guide you through the process. Please note that the items must be in their original condition, unused, and with all the original packaging and tags intact.
Once we receive and inspect the returned items, we will process your refund or provide you with store credit, depending on your preference. Rest assured, we aim to make the return process as smooth as possible.
If you have any further questions regarding our return policy or need assistance with a return, feel free to reach out to our friendly customer support team. Your satisfaction is our utmost priority, and we’re here to ensure a positive shopping experience for you.
United States:
While we do not offer returns, we’re here to ensure your satisfaction with every purchase. If you encounter any issues with your item, please don’t hesitate to contact us. We’re committed to resolving any concerns you may have.
Rest assured, if there is a problem with your item, we’ll work with you to find a solution that suits your needs. Depending on the issue, we can arrange a store credit or refund to ensure your complete satisfaction.
Your happiness is our top priority, so reach out to us if you have any questions or need assistance. We’re here to make things right and ensure you have a positive shopping experience with us.
Refunds (AUS & NZ Only)
Once your return is received and inspected, you will receive a refund within 2 business days. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Say Hello
Sale items
Refunds and Returns apply to all items in store including Sale items.
Exchanges
We only replace items if they are defective or damaged or garments where sizing isn’t the right fit. If you need to exchange it for the same item, send us an email at info@kouwi.com
Shipping returns
To return your product, we will advise the best agent in your area to ship too.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at Say Hello for questions related to refunds and returns.
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