Shipping & Returns
Orders are processed Monday - Friday (excluding public holidays) from 9:00am - 5:00pm NZST.
All orders placed after 11am will be processed the next working day.
Tracking information 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.
- 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 11:00am 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 so please be available to receive your delivery.
RETURNS FOR EXCHANGE
If you wish to return your item for an exchange or store credit, you can do so within 30 days of the purchase date and we'll cover the shipping cost.
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:
- Room in front of your toes
- Room across the width of your foot
- 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.
RETURNS FOR REFUNDS
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. 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.
You can either opt for a refund or a store credit. A refund on the original payment method will incur a $39.98 shipping and handling fee. Store credit will be offered in the full purchase amount. LOWA offers free shipping on exchanges so you will not be charged for shipping if you wish to exchange an item. LOWA will provide you with the return labels.
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.
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.
If you wish to return your boots, you can make a return by clicking here.
Please ensure you've followed these guidelines:
- The boots are only worn inside and kept in pristine condition
- The tags are kept on
- 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.
STORE RETURNS & EXCHANGES
www.LOWA.co.nz does not offer refunds on store purchases. If you purchased your boots in store, please go back to the retailer which you purchased them from for returns or exchanges.
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 the Make A Return page and please ensure you have your order number ready.
FAULTY OR INCORRECT ITEMS
In the case of faulty or incorrect items are received, please contact our Customer Care team via firstname.lastname@example.org 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.
If you have any questions regarding your order, please contact us below: