RETURNS AND EXCHANGES

If something isn’t right or you just change your mind, we are happy to accept a return.

Below you’ll find everything you need to know about returning an online order, in-store purchase, or faulty item. Take a moment to read through our policy, and then head to the instructions below.


THE IMPORTANT STUFF – OUR RETURNS POLICY

Changed your mind?

If you change your mind about the products you have purchased from us (it happens, you’re human), we can refund the purchase price or exchange those products in the country in which they were purchased subject to the following conditions:

  • Item(s) must be returned within 30 days of purchase, together with proof of purchase.
  • Items from the Cotton On Kids Baby and Cotton On Kids Swimwear range can be returned up to 60 days from the date of purchase, subject to all other terms and conditions in this policy.
  • Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached. Returns for swimwear will be accepted if the protective gusset and labelling have not been removed. Underwear, earrings and cosmetics cannot be returned or exchanged because that’s gross!
  • Gift cards, sale, clearance and seconds items are not eligible for a refund or exchange if you change your mind.
  • If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above, so make sure you post it back to us in good time.
  • You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.

Received something faulty?

If something is faulty or incorrectly described or different from the sample shown (first of all, sorry, this is our bad) we will happily meet our legal and good natured obligations which may include refunding the purchase price and delivery charges, or providing a replacement product provided the item is returned within a reasonable time with proof of purchase.

Shipping costs can’t be refunded if there are other items listed on the original invoice that you aren't returning. That’s fair, right?


HOW TO RETURN AN ONLINE ORDER IN STORE

We’ll happily accept online purchase returns in any of our Australian stores that stock the brand you want to return. You can return your item for an exchange or a refund in store.

If you placed your order using Afterpay, you can return your item in store for an exchange only. For return instructions, see our Afterpay Returns information.

  1. Drop in to a Cotton On Group store that stocks the brand you want to return.
  2. Bring along the packing slip that was included in your order or the tax invoice we emailed to you. (Sorry, it’s just one of those legal things we have to do.)
  3. Once we’ve checked that the Returns Policy above has been met, we'll offer you a refund or an exchange in store.

HOW TO RETURN AN ONLINE ORDER BY POST

If it’s not possible for you to visit a store, you can post your item back to us for a refund. We can’t do exchanges by post, sorry.

If you received a faulty item in your online order and it’s not convenient to return it to a store, get in touch with us so we can help.

If you want to return an item purchased using Afterpay, refer to our Afterpay Returns information.

  1. Head to returns.cottonon.com.au to create and print a postage label.
  2. Complete the returns form that came with your order, pack the item(s) with the return form in a box or satchel, attach the postage label and send the parcel on its way.
  3. Once we receive the package and confirm that it meets the Returns Policy above, we’ll process your refund and send you an email to let you know.
  4. The refund will appear in your bank account about 3-5 days after you hear from us. If there are any issues or your return doesn't meet our policy, we’ll send your parcel back to you, but we’ll contact you about it first.

HOW TO RETURN AN IN-STORE PURCHASE

If you purchased your item in store, you can return it to any store in Australia that stocks the same brand for a refund or exchange, subject to our Returns Policy. Items purchased in store can’t be returned by post.

  1. Drop in to a Cotton On Group store that stocks the brand you want to return.
  2. Don’t forget to bring your proof of purchase!
  3. As long as the Returns Policy has been met, we'll offer you a refund or an exchange in store, on the spot.

HOW TO RETURN A STORE TO DOOR ORDER

If you purchased your item(s) using our Store to Door service, please refer to the return instructions for online orders.


HOW TO RETURN AN ITEM PURCHASED WITH AFTERPAY

You can return your Afterpay purchase in store for an exchange, or via post for a refund.

Just make sure your return meets our Returns Policy, then follow the steps below.

To exchange your item:

  1. Drop in to a Cotton On Group store that stocks the brand of item you want to exchange.
  2. Bring along the tax invoice we emailed you as proof of purchase.
  3. As long as the Returns Policy has been met, we'll offer you an exchange in store, on the spot.

To return your item for a refund:

  1. Head to http://cottonon.com/AU/afterpay-returns and submit a request
  2. Select the Returns and Exchanges form and complete with your details.
  3. We’ll contact you by email with everything you need to return your order for a refund.

Privacy Policy: Your personal information will be used according to our Privacy Policy process your refund or return.