Frequently Asked Questions (FAQs)

Dispatch Summary

Delivery Fee

Lowes Online offers free delivery to anywhere within New Zealand when you spend a minimum of $150. For orders below $150 we offer a flat rate delivery fee of $15 New Zealand Wide.

Courier Information

Lowes Online uses Australia Post e-parcel service. All orders are delivered within normal business hours.

Order Tracking

You can track your order by entering the consignment number emailed to you when the parcel leaves our warehouse; into the Australia Post website

Tracking numbers will not become 'live' until the next business day as your parcel passes through the Australia Post system.

Change Shipping Address

Our warehouse aims to process and pack your order as fast as possible. This means that unfortunately orders cannot be amended once they have begun processing at our warehouse. If there is a problem with your order please contact our customer care team as soon as possible on 1300 156 937.

Shipping Locations

Lowes Online ships Australia wide (excluding external territories). We also ship to New Zealand. New Zealand customers can order online from our NZ Website.

How do I order online?

Ordering from the Lowes website is an easy process. Simply click on the item you would like to buy, select the colour and size you would like, and click “Add to Bag". Please note in some cases particular sizes may not be able to be selected as they may be out of stock.

You can then go back and add additional items to your bag or click ‘View Cart & Checkout’ to complete your order. If you would like to remove any items from your cart you can simply select ‘View Cart & Amend Shopping Cart’.

If you are registered you can login or you skip that step and simply fill in the required fields.

Please note you will need your credit card details (Lowes Zero / Gold Card, Visa, MasterCard or Amex), including the complete your online order. If you are using PayPal, you will need your login details.

Where do I add my Lowes Rewards card number?

At checkout there is a ‘Rewards’ option where you can add your Lowes Rewards card number and click apply. This is the 13 digit barcode number which can be found on the back of your red rewards card. If you are eligible

If you don’t have a Lowes Rewards card you can sign up here and receive your rewards card number within seconds. The Lowes Rewards Club card is free to join, and with every purchase you will earn 2.5% rewards voucher that is sent to you twice a year. As a Rewards club member you will receive exclusive shopping offers and great promotions. The more you spend the more you earn.

How do I pay using my Lowes Zero / Gold card?

Unfortunately New Zealand customers are not eligible for a Zero Card.

How do I redeem a discount or coupon code?

Once you are ready to checkout simply fill in all the required fields and type your coupon code into the ‘Discount Code’ box and click apply. Your code should then be instantly applied to your shopping cart total. If your code does not work please double check you have entered it exactly as you received it and that you have met the minimum spend requirements or terms and conditions and that it is has not expired.

How do I use my Lowes gift card online?

At checkout simply enter your 13 digit gift card number and pin code and click “Check Balance” to see your gift card balance. Enter the amount you would like to redeem in the “Redeem Amount” field and then click “Check Balance Above and Apply”. The amount you chose to redeem should then come off your grand total to the right of the checkout screen.

Please note gift cards cannot be used on any purchases during zero & rewards card discount days.

Can I use my rewards card voucher online?

Unfortunately rewards card vouchers can only be used in store.

What payment methods do you accept?

• We accept payment by VISA, MasterCard and AMEX.
• PayPal

Pricing & Currency

All prices listed on our New Zealand website are in New Zealand Dollars (NZD) and are inclusive of GST (Goods and Services Tax).

Was my order received?

Once you have completed your order online you will receive an order confirmation email. The email will list the items that were purchased, delivery address and order number. You can use your order number to make enquiries about your order.

Can I change or cancel my order?

You can change your order while you are still browsing and shopping. Simply click “View Cart” and “Amend Shopping Cart” . Here you can delete a product by clicking on the trash can icon next to the product name, change the product size by clicking the pencil icon, or change the quantity by clicking the "up" or "down" arrows.

We aim to get your order out to you as soon as possible, so once you have clicked the "Place Order Now" button and your order has been confirmed it has already been sent to our warehouse to be picked and packed. At this stage it is not possible for you to change or cancel your order however once you receive your order you can simply exchange or return your items by sending them back via post or at your local Lowes store. Please refer to our returns policy here.

I have seen something in your store but can’t find it online

We continually update our online store with new products regularly so keep checking back or alternatively you can subscribe to our mailing list to receive updates regularly.

How do I know what size I am?

You can refer to our size chart by clicking here. We do our best to guide you in making the right size choice with our size chart however some stock can vary slightly depending on the product type.

I would like to know if a specific store has stock of a product

It is always best to call your local store for the most accurate information as they will be able to check the stock on hand for you. If the store doesn’t have the stock available however it is available online the store will be able to order it in for you using their store IPAD system.

The item I want is not available in my size.

Once an item becomes unavailable or is sold out in our warehouse it is automatically removed from the website. We regularly receive new stock and suggest you keep checking back regularly.

RETURN POLICY

This policy applies to all purchases made from Lowes in-store or online.

We want you to be happy with the quality of the items purchased.

If you are not completely satisfied, simply return the goods to any Lowes store and we will provide you with an exchange or refund within the guidelines outlined below.

• Items must be returned within 30 days of purchase.
• Items must not include underwear/innerwear, gift-cards, charity products or clearance lines.
• Proof of purchase must be presented.
• Only the following will be accepted as proof of purchase: -
• Original register receipt (Printed or Electronic)
• On-line Order Number or a Packing Slip (Printed or Electronic)
• Items returned must be “as new” i.e.
• Unworn,
• Unwashed,
• Original tags and labels attached &
• In original packaging.

Our returns policy is in addition to your rights under the Australian Consumer Law

Returns for Online Purchases

Instore

Online purchases may be returned for free to any Lowes store. To find your nearest store simply click here.

Post

If your items meet the above return conditions, please follow the below steps to return the clothing via our Australia Post Returns portal. There will be a $14.95 charge for returning your order which is payable through the Australia Post Returns portal.

1. Visit the Australia Post Returns portal to book in the return
2. Print and fill out the returns slip and print your tax invoice sent to your email upon shipment of your order. Please include in your returns parcel.
3. Please ensure the returns parcel is packaged securely. Please check the label generated from Australian Post to ensure it includes both Lowes Manhattan’s return address (W1, 395 Pembroke Road, Minto, NSW, 2566), and your address and order number.
4. Print and attach your return label to your parcel and drop your parcel to any Australia Post Office or Red Post Office Box.
5. Please allow 7 – 10 business days for return to be processed once received.

Please note you will need to accept Australia Post’s standard T&C’s (including its Privacy Policy) to lodge a return through the Australia Post Returns portal.

Items not eligible for a refund include underwear/innerwear, gift-cards, charity products or clearance lines.

Please note that all postage is to be covered by the customer for change of mind returns.

If you don’t have access to a printer or computer, please return your online order in store or to Online Returns, (W1, 395 Pembroke Road, Minto, NSW, 2566) via Post with a handwritten returns slip.

All returns made via post not using our returns portal will not be tracked by Lowes therefore may have a delay in your return process time.

What are the benefits of a Lowes Rewards card?

The Lowes Rewards Club card is free to join, and with every purchase you will earn 2.5% rewards voucher that is sent to you twice a year. As a Rewards club member you will receive exclusive shopping offers and great promotions. The more you spend the more you earn.

• The value of 2.5% of your purchase will be sent to you as a voucher twice a year.
• No Joining Fee
• Exclusive shopping offers emailed to you
• Exclusive promotional offers emailed to you

Please read Lowes Reward Card Terms & Conditions and Privacy Policy for more information.

How do I apply for a Lowes Rewards card?

Applying for a Lowes Rewards card is quick and easy. Simply click here to apply online and receive your Rewards card number in seconds or find your nearest store and apply in person or for your Rewards Card. To find your nearest store click here.

How do I change or update my Lowes Rewards card details?

Please contact a friendly member of our Lowes Rewards & Zero card team on 1300 156 937 and they will be able to assist you with updating your details.

Dispatch Times

Schoolwear orders are processed by the store in charge of your particular school and dispatch times may take longer dependant on stock availability. If you have questions regarding your order it is best to contact the store in charge as they will have more accurate information of stock on hand and dispatch times. Please note schoolwear sales may cause slower dispatch times. You can find our store directory including contact details here.

Delivery Times

Delivery times are dependent on the courier service used to ship your parcel. Stores aim to get your orders to you as quick as possible and most orders within Australia should be delivered within 7 business days after dispatch from the store. PO Box addresses, bulky items and delivery to remote areas are sent via Australia Post eParcel service which may cause slower delivery times.