Frequently Asked Questions
Lowrey Customer Guide
clearly answered.
Find practical answers about Lowrey Butter Cookies, including flavours, cultured butter, texture, ingredients, gift tins, storage, delivery, customs and corporate gifting.
Quick summary
What should customers know first?
Lowrey Butter Cookies are made in New Zealand with New Zealand cultured butter and presented in round red gift tins. The core range includes Original, Coffee, Chocolate, Matcha, Raspberry and Black Sesame.
Original uses 42% cultured butter. Other flavours have their own recipes and butter percentages. Each tin contains one flavour, and the intended texture is delicate, fine, fragile and melt-in-the-mouth rather than hard or heavily crunchy.
About Lowrey
Brand and product basics
What are Lowrey Butter Cookies?
Lowrey Butter Cookies are New Zealand-made butter cookies made with New Zealand cultured butter and packed in distinctive round red gift tins.
The range is designed for gifting, family sharing, New Zealand food souvenirs, overseas delivery and corporate orders.
Are Lowrey Butter Cookies made in New Zealand?
Yes. Lowrey Butter Cookies are made in New Zealand.
Are Lowrey Butter Cookies handmade?
Lowrey Butter Cookies are handmade in small batches. Appropriate bakery equipment may still be used to support consistency, shaping and production.
“Handmade” does not mean that every production step is completed entirely by hand.
What makes Lowrey different?
Lowrey combines New Zealand production, New Zealand cultured butter, flavour-specific recipes, a delicate melt-in-the-mouth structure and gift-ready red tin packaging.
The cookies are not designed as hard, dry or heavily crunchy everyday biscuits.
Flavours and recipes
Flavour and butter information
What flavours are available?
The core Lowrey range includes:
- Original
- Coffee
- Chocolate
- Matcha
- Raspberry
- Black Sesame
Availability may vary, so current stock should be checked on the official Butter Cookies Collection .
Does every flavour contain 42% butter?
No. The 42% figure applies specifically to Original.
Coffee uses 44% New Zealand cultured butter, Raspberry uses 41%, and Black Sesame uses 36%. Chocolate and Matcha use their own flavour-specific recipes.
Product pages and labels should be checked for the latest flavour-specific information.
What does 42% butter mean?
It means butter represents 42% of the Original cookie recipe by weight.
It does not mean that the butter itself contains only 42% milk fat.
Do all flavours use the same recipe?
No. Each flavour has its own formulation.
Coffee, cocoa, matcha, raspberry and black sesame affect dough structure, moisture, colour and flavour differently, so one recipe cannot accurately describe the whole range.
Which flavour is best for a first order?
Original is the most straightforward starting point because it presents the cultured-butter character of the range most clearly.
Coffee and Matcha suit tea or coffee lovers, Chocolate offers a familiar cocoa profile, Raspberry brings bright fruit notes, and Black Sesame has a deeper toasted flavour.
Texture and breakage
Understanding the Lowrey texture
Are Lowrey Butter Cookies soft?
Lowrey Butter Cookies are not American-style soft-baked or chewy cookies.
They are fully baked butter cookies with a delicate, fine, fragile and melt-in-the-mouth structure.
Are Lowrey Butter Cookies crunchy?
They are not designed to be hard or heavily crunchy.
Their structure is finer and more fragile than a dense everyday biscuit, allowing them to break apart and melt quickly in the mouth.
Why can Lowrey Butter Cookies break easily?
Their fine, short structure creates the intended melt-in-the-mouth texture, but it also makes the cookies more vulnerable to pressure, impact and rough handling.
Some breakage does not automatically mean the product is stale, underbaked or poor quality.
Does the metal tin prevent all breakage?
No. The rigid tin provides more external support than a soft bag, but it cannot make fragile cookies completely resistant to pressure, drops or courier impact.
Is a broken cookie still safe to eat?
A cleanly broken cookie is generally a presentation issue rather than a food-safety issue.
However, do not eat the product if the seal, tin or contents show signs of contamination, unusual odour, moisture damage or other abnormal conditions.
Ingredients and allergens
Ingredient and dietary questions
What ingredients are used in Original?
The current Original recipe contains New Zealand cultured butter, wheat flour, maize starch, icing sugar and salt.
Always check the current product page and product label because recipes may be updated.
Are all flavours made with the same ingredients?
No. Each flavour has its own ingredient list.
Coffee, Chocolate, Matcha, Raspberry and Black Sesame include additional flavour-specific ingredients.
Do Lowrey Butter Cookies contain egg?
Lowrey Butter Cookies are made without egg.
Customers with allergies should still review the current product label and allergen statement before purchase or consumption.
Does Lowrey use artificial preservatives?
Lowrey Butter Cookies are made without artificial preservatives.
Are Lowrey Butter Cookies vegetarian?
Lowrey Butter Cookies do not contain meat or egg, but they do contain dairy.
Customers following a strict vegetarian or religious diet should still review the current ingredient list, allergen statement and any relevant certification information.
Are Lowrey Butter Cookies vegan or dairy-free?
No. Lowrey Butter Cookies contain butter and are not vegan or dairy-free.
Are Lowrey Butter Cookies gluten-free?
No. Lowrey Butter Cookies contain wheat flour and are not gluten-free.
Where should customers check allergen information?
Check the individual product page, current product packaging and allergen statement.
The product label should be treated as the final source for customers with food allergies, sensitivities or medical dietary requirements.
Tin size and packaging
About the red gift tin
How large is a Lowrey tin?
A Lowrey Butter Cookie tin is approximately 20 cm in diameter and 5 cm high.
How much does one tin contain?
Most flavours are packed at 430 g.
Black Sesame is packed at 360 g.
The current product page and label should be checked for the exact net weight.
How many cookies are in one tin?
A tin commonly contains approximately 35–45 cookies.
The exact count can vary because of flavour, shape, net weight and normal production variation.
Why is the lid tight?
A close-fitting lid helps protect the contents and allows the tin to be closed again after opening.
Place the tin on a stable surface and lift the lid carefully rather than pulling from one side with excessive force.
Can the tin be reused?
Yes. After the cookies are finished, the tin can be cleaned and reused for dry items, keepsakes or household storage.
Single tins and gift packs
How Lowrey pack formats work
Does each tin contain one flavour?
Yes. Each Lowrey tin contains one flavour.
Are several flavours mixed inside one tin?
No. Lowrey does not mix several flavours inside one tin.
Multi-flavour gift packs combine several separate single-flavour tins.
What is a same-flavour value pack?
A same-flavour value pack contains several tins of the same flavour.
It suits customers who know their preferred flavour or need several matching gifts.
What is a fixed multi-flavour gift pack?
A fixed multi-flavour pack contains a clearly listed combination of separate single-flavour tins.
Included flavours are shown in the product title, images, description or variant details.
Are flavours selected randomly?
No, unless the individual product page clearly states that the selection is random.
When specific flavours are listed, customers should receive the listed combination.
Can customers change the flavours in a fixed pack?
Only when the product page provides a flavour-selection option.
If no selection field is shown, the listed combination normally cannot be changed at checkout.
Storage and shelf life
Keeping Lowrey Butter Cookies at their best
How long do unopened Lowrey Butter Cookies last?
Unopened shelf life is approximately nine months when the product is stored correctly.
The best-before date printed on the product should be treated as the final reference.
How should unopened tins be stored?
Store unopened tins in a cool, dry place away from direct sunlight, heat, moisture and strong odours.
How long should the cookies be kept after opening?
Press the lid firmly back into place and enjoy the cookies within approximately four weeks.
Can Lowrey Butter Cookies be frozen?
Yes. A sealed tin may be placed inside a suitable protective bag and frozen for up to approximately 12 months.
Allow the sealed tin to return to room temperature before opening to help reduce condensation reaching the cookies.
Should Lowrey Butter Cookies be refrigerated?
Refrigeration is not normally required.
A cool, dry cupboard is generally more suitable because refrigeration can introduce moisture and food odours.
Shipping and customs
Delivery within New Zealand and overseas
Does Lowrey deliver within New Zealand?
Yes. Lowrey offers delivery within New Zealand.
Eligible New Zealand orders over NZ$120 currently qualify for free domestic shipping.
Does Lowrey offer international shipping?
Yes. Lowrey ships internationally to many destinations.
Eligible international orders over NZ$169 currently qualify for free DHL shipping to more than 60 countries.
Available destinations, courier services and thresholds may change, so current checkout information should be confirmed before ordering.
How long does delivery take?
Delivery time depends on the destination, courier service, customs processing and seasonal demand.
Any delivery estimate is an estimate rather than a guaranteed arrival date.
Will the recipient need to pay customs duties or taxes?
Customs duties, taxes, identification requirements and import procedures vary by country or region.
These charges and requirements are controlled by destination authorities and may be the responsibility of the recipient.
Can Lowrey Butter Cookies be sent as an overseas gift?
Yes. Their New Zealand origin and red gift-tin presentation make them suitable for overseas family, friends, clients and business partners.
Customers should still check the destination’s current food import and customs rules before ordering.
Can the cookies break during delivery?
Some movement or breakage can occur because the cookies have a fine and fragile structure.
The tin and protective outer packaging help reduce risk, but cannot eliminate every impact during courier handling.
Where can customers read the current shipping terms?
Review the current Shipping Policy and checkout information before ordering.
Corporate gifting
Business and larger gift orders
Are Lowrey Butter Cookies suitable for corporate gifting?
Yes. Lowrey gift tins can suit client gifts, staff appreciation, corporate hampers, events and gifts for overseas business partners.
Can Lowrey support larger orders?
Larger corporate orders may be supported depending on product availability, quantity and required delivery timing.
Early enquiry is recommended before Christmas, Lunar New Year and other busy gifting periods.
Is there a minimum corporate order?
Current minimum quantities, pricing and available services should be confirmed through the Corporate Gifting page or directly with Lowrey.
Can orders be sent to several addresses?
Multi-address delivery may be possible for corporate orders, depending on order size, destination and required timing.
Address lists should be supplied in the format requested by Lowrey and checked carefully before dispatch.
Orders and customer support
Changes, damage and help with an order
Can an order be changed after it is placed?
Contact Lowrey as soon as possible.
Changes may be possible before packing or dispatch, but cannot be guaranteed once processing has begun.
Can the delivery address be changed?
Address changes may be possible before dispatch.
Once a parcel has entered the courier network, changes may be unavailable or may require additional courier approval or fees.
What should a customer do if the parcel arrives damaged?
Contact Lowrey promptly and keep all packaging until the claim has been reviewed.
Clear photographs may be required showing:
- The outer courier carton
- The shipping label
- The inside packaging
- The affected tin or tins
- The condition of the cookies
Current claim time limits and evidence requirements should be checked in the applicable policy.
What if only a few cookies are broken?
A small amount of breakage can occur because of the delicate structure of the cookies.
Claims are reviewed according to the extent of damage, packaging condition and evidence provided.
What if there is a food-quality or contamination concern?
Stop eating the product and keep the tin, remaining contents, label and packaging.
Contact Lowrey with the order number, product flavour, best-before or batch information, photographs and a clear description of the concern.
Where can customers contact Lowrey?
Use the official Contact page or the customer-service details shown in the order confirmation.
Explore Lowrey
Find the right Lowrey gift tin
Compare six flavours, single tins, same-flavour value packs and fixed multi-flavour gift sets made for family, corporate and overseas gifting.
Product recipes, ingredients, weights, stock, prices, pack formats, delivery services and promotional thresholds may change. The current product page, product label, policy pages and checkout information should be treated as the final sources before purchase or consumption.