Shipping & Returns

SHIPPING

We're currently anticipating a higher volume of orders than usual, orders may take slightly longer to dispatch and courier.

Orders are processed Monday - Friday (excluding public holidays) from 9:00am - 3:00pm AEST.

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.

SHIPPING FEE

  • Orders over $150 will include FREE SHIPPING
  • Orders under $150 have a flat rate of $10.00 per order

EXPECTED DELIVERY TIMES

We aim to deliver orders within 3 to 15 business days (based on your location) from the time that they are ordered. Please allow extra time for rural deliveries.

Orders are processed from our New Zealand warehouse before 11:00am daily.  Orders made after this time will be shipped the following day.

Orders must be signed for so please be available to receive your delivery.

Final Date For Christmas Deliveries
In light of potential shipping delays and the holiday shopping rush, our logistics partners recommend placing all Christmas orders by December 9th, 2024, for guaranteed delivery in time for Christmas.

    RETURNS FOR EXCHANGE

    If you wish to return your item for an exchange or refund, you can do so within 30 days of the purchase date and we'll cover the shipping cost.

    *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.

    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.

    RETURNS FOR REFUNDS

    LOWA Australia 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.

    All returns will receive a full refund on the original payment method. LOWA does not accept returns for sale items so please choose carefully. 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 up 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.

    RETURN PROCESS

    If you wish to return your boots, you can make a return by clicking here.

    Please ensure you've followed these guidelines:

    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.

    STORE RETURNS & EXCHANGES

    www.LOWAboots.com.au 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.

    SALE ITEMS

    Certain sale items are non-returnable and non-refundable, please choose carefully.

    Exchanges are only available for products of equal value.

    Clearance 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.

     

    FAULTY OR INCORRECT ITEMS

    In the case of faulty or incorrect items are received, please contact our Customer Care team via info@lowaboots.com.au 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.

    CONTACT

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

    Customer Care: info@lowaboots.com.au
    Facebook: LOWA AU NZ