OUR LOWER ONLINE RETURNS POLICY
We happily accept returns on all items that are in their original condition (new, unused, unworn, unwashed) for an exchange (NZ orders only) or refund when purchased via our website. Due to hygiene we will not accept returns on any underwear/briefs purchased online or in-store. Items must be returned to us within 33 days** of the date it was delivered. All garment tags must be still attached to the item.
Returns initiated outside of the above time frame will not be accepted, a refund or exchange may be supplied subject to assessment at our discretion.
IMPORTANT: Please note any returns on items purchased through our Physical Lower Stores MUST also be returned to a Lower Physical Store. The Lower Online Returns Policy does not apply to physical store purchases. You can find the conditions of your in-store purchase at the bottom of your receipt which also must be provided as evidence when making a return.
RETURNS PORTAL AND PROCESS
Click HERE to begin your return process
We recommend you begin the return process within 48 hours of receiving your order. All returns need to be made within 33 days** from the date of your parcel's delivery and costs are at the expense of the customer. For all exchanges, we will happily deliver the new item to you at our cost once we have received your returned item.
Once the item has been received it will undergo a quality review and once approved, you will either receive your exchange or issued a refund on the cost of the item (excluding if applicable, original shipping costs) directly to the credit card or account used to purchase. We reserve the right to refuse the return if there are signs that the item has been washed, worn, damaged or it is not up to saleable quality.
PLEASE NOTE: All approved returns that have not been received within 21 days of approval will expire and be considered rejected.
Returns of faulty items must be returned within 33 days from the date of your parcel delivery. We will replace a faulty item if a replacement is in stock and available. If the style is no longer available we will offer you an exchange or a refund to the value of the item at the time of purchase and any shipping costs incurred.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you. All items returned as faulty will be inspected on receipt and any items deemed subject to general wear and tear will not be accepted as faulty.