Returns

Return For An Exchange Or Refund

LOWA New Zealand is committed to providing quality products to our customers. If for any reason you are not satisfied with any product, you can return it to us.

If you would like an exchange or refund, you may return items within 30 days of purchase, provided they are in their original condition, only worn indoors, and have all labels and swing tags still attached.

LOWA has the right to refuse returns where items have been worn outside, have damaged packaging/tags or are over the 30 day return period.

Note: Please do not put any return labels or stickers directly onto the LOWA shoe box. A fee will be charged for any damaged items or boxes.

All returns must be shipped within 2 weeks of receiving the return label.

*Please note that we will only cover the cost of the first return. Any change of mind for exchanged boots will be at the customer's expense.



Sale Items

Sale items can only be returned for an exchange and not a refund, so please choose carefully. 

Exchanges, if possible are only available for products of equal value within same category/style of boots.

You may purchase two of the same styles in different sizes to ensure the perfect fit. If one doesn't fit, you can return it for a full refund.

Sale products are available to all customers on a first-come, first-served basis, and their availability may change quickly.

Please note: If you wish to exchange a sale item for a non-sale item, you will be required to pay the price difference.



Store Returns & Exchanges

lowa.co.nz does not offer refunds on store purchases. If you purchased your boots in-store, please return to the retailer where you made the purchase with your proof of purchase. One of their friendly staff members will assist you with an exchange or refund.


LOWA's 3 for 30 Home Trial

Remember, you have 30 days to trial the LOWA boots at home. You can take advantage of LOWA's 3 for 30 Home Trial by checking for the following 3 points over 30 days:

  1. Room in front of your toes
  2. Room across the width of your foot
  3. Heel lift

If the boots are not the right fit or you need to swap the size, you can return them to LOWA if you follow the trial guidelines. The boots must ONLY be worn inside the house for a short period of time and must have all tags attached.

LOWA has the right to refuse any returns where the packaging or tags are damaged.

You can read more about the 3 for 30 Home Trial in LOWA's Boot Fitting Guide by clicking here.

 

Received Faulty Or Incorrect Items

In the case of faulty or incorrect items are received, please contact our Customer Care team via info@lowa.co.nz and please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.

Once investigated, we will be able to provide you with information on how to return the item.


Return Process - How To Make A Return 

If you wish to return your boots, please ensure you've followed the guidelines below:

  1. The boots are only worn inside and kept in pristine condition (i.e. boots, including soles, must be free of dust/dirt) 
  2. The tags are kept on
  3. The shoebox is looked after and you pack the boots neatly inside when returning

When returning boots, please ensure you pack them inside a satchel or box & do not attach anything to the outside of the original packaging.

Should the packaging or shoebox be marked or in unsatisfactory condition, there may be a chance that we will not accept your return.

Please note: If the received boots show signs of outdoor use, we can refuse your return request.

Exchange: Please clearly indicate if you would like an exchange for a different size. If you wish to exchange for an alternative boot, please note that any price difference will apply.

Refund: A refund will be issued to the original payment method within 1-2 business days after your return has been processed.

Please allow up to 4 business days for us to process your return request.

If you wish to return your boots, you can make a return below:

Start a return by clicking here.

 

Contact

If you have any questions regarding your order, please contact us below:

Customer Care: info@lowa.co.nz