Shipping & Returns

CONTACT
Customer Care: info@lowa.co.nz
Facebook: LOWA AU NZ
 
SHIPPING
Orders are processed Monday - Friday (excluding public holidays) from 9:00 am - 5:00 pm NZST 
Tracking advice will be sent to your email once your order has dispatched.
In some cases, we may need to contact you before your order can be shipped. To ensure there is no delay, please respond to any email/phone call from our Customer Care team.
COST
  • Orders over $150 will include FREE SHIPPING.
  • Orders under $150 have a flat rate of $5.00 per order.
EXPECTED DELIVERY TIMES
We aim to deliver orders within 1 to 5 business days (based on your location) from the time that they are ordered. Please allow extra time for rural deliveries.
Orders are processed before 12:00 pm daily.  Orders made after this time will be shipped the following day.
  • Estimated delivery for Auckland & North Island:  1 to 4 Business Days
  • Estimated delivery for South Island:  2 to 5 Business Days
Orders must be signed for.
 
RETURNS
You can return any item/s within 30 days of the purchase date.
 
LOWA New Zealand is committed to providing quality products to our customers. If for any reason you are not satisfied with any product, please return it to us in original condition with all labels and swing tags still attached within 30 days of receipt, and we will refund the purchase price using the method in which you originally paid.  There is a $19.99 per pair handling charge on returns and the return shipping fee will also be deducted from your refund. www.lowa.co.nz does not offer refunds on store purchases.

Once your returned merchandise is received, we will credit your original form of payment. Refunds will be credited for the purchase price along with any applicable taxes. Please allow 5 to 10 business days after receipt of your package to process your refund and for the credit to reflect on your account statement.
 
SALE ITEMS 
Can only be returned for store credit and unfortunately cannot be exchanged or refunded. Bundles are also considered as sale items and can only be returned in FULL in exchange for store credit. Items in a bundle cannot be returned individually as these items do not have an individual sale price.
 
We recommend using tracked postage to ensure your item arrives safe and sound.  Please complete your return by going to https://lowa.co.nz/a/returns make sure you have your order number ready.

30 DAY FREE Exchanges
We offer free return shipping on exchanges for store credits.  You can return all items by post within 30 days of receipt of order. The items must be in original condition with all labels and swing tags still attached. LOWA has the right to refuse returns if the product is not in its original condition or is returned outside the 30 day period.
 
Please complete your exchange by going to https://lowa.co.nz/a/returns make sure you have your order number ready. 
 
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 be marked or in unsatisfactory condition there may be a chance that we will not accept your return. 
 
We are able to either exchange the size or colour of an item, where the stock is available or issue an online credit for the returned item. LOWA New Zealand will cover the postage costs for boots exchanged under the 30 DAY FREE BOOT RETURNS AND EXCHANGES.

IN-STORE RETURNS
Is only available for customers who have purchased their boots from one of our retailers.
 
FAULTY OR INCORRECT ITEMS
In the case of faulty or incorrect items are received, please contact our Customer Care team via orders@lowaboots.com.au. 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.