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All stores across the Cotton On Group are open. We’re taking extra care to ensure the highest standards of health and safety for our team and our customers. Store opening hours may have changed, so check your local store here.

As always, our online store is open and delivering. For your peace of mind, we do contactless delivery and free returns anytime.

Our thoughts are with everyone navigating this tough time. As a proud Australian business, we're committed to doing our part while we continue to operate safely.

Thank you for your ongoing kindness and support. It means the world to us.

Reusable Face Masks

When do you restock them?

We’re restocking our Cotton On Foundation face masks weekly, exclusively online. You can check the Cotton On Foundation products page here.

Retail stores

How are you creating a safe environment instore?

As always, our people and customers are our first priority. Here’s how we’re creating a safe environment for everyone.

COVID safe check-in
VIC - Successful completion of Service VIC Check-in is a requirement of entry.

Keeping it clean
We're cleaning high-touch surfaces regularly. This includes tables, racks, handles, counters and EFTPOS machines. We’ve also removed ‘multi-touch’ items like beauty testers and shopping bags. And we’re encouraging contactless payment where possible.

Safe social distancing
Wherever possible, we’re asking you to stay 2 metres away from others. We may restrict access to stores in order to limit the number of people to 4sqm/person. This includes fitting rooms, however, in smaller stores, we may not be able to open them at all.

Being kind and considerate
Everyone can do their part by:
  > Staying home if they’re unwell
  > Washing their hands regularly with soap and water for at least 20 seconds
  > Covering coughs and sneezes with their elbow or a tissue

How can I return or exchange an instore purchase?

We have an unlimited Returns & Exchanges policy, as long as items are in new condition with tags attached and you have proof of purchase.

Online

Will my order be delayed?

It's a busy time, but we're working closely with our delivery partners to get your orders to you as safely as possible. Currently, there could be delays of up to 10 days. While most orders will arrive earlier, we want to be upfront about what to expect. Once you get your shipping confirmation email, you'll be able to get the latest updates by clicking the tracking link.

How do I return an online purchase?

We have an unlimited Returns policy, as long as items are in new condition with tags attached and you have proof of purchase. For online orders, you can request a free return here.

I haven't received a shipping confirmation or tracking number for my order. Who do I contact?

The quickest way to get in touch is via the online chat widget at the bottom of the cottonon.com/au.

How are you looking after your employees in the DC?

Ensuring a safe working environment for our Distribution Centre team members is our top priority. We have taken strong measures to look after our people and the safe shipping of your product. These include providing hand sanitisers and personal protective equipment, high hygiene and cleaning standards, and split working hours to reduce employee contact.

Perks rewards

What happens to my perks points and vouchers during this time?

As always, you can continue to shop instore and online to earn perks points towards your next voucher. To view your points balance and unredeemed vouchers, log into My Account and select My Perks. If you have an active voucher, you can apply it to your online cart instantly.

Reusable Face Masks

When do you restock them?

We’re restocking our Cotton On Foundation face masks weekly, exclusively online. You can check the Cotton On Foundation products page here.

Do they protect against COVID-19?

Our reusable face masks are tested to a KN90 standard and filter at least 90% of airborne particles down to pm2.5. The masks have three layers; the outer two are made from cotton and the inner layer is PTFE (Teflon), which is the filter membrane. They filter particles like those resulting from wildfires, general pathogens and air pollution. They are not intended for clinical use, but will help to reduce the risk of spreading COVID-19.

Can you wash and reuse them?

Yes you can. Hand wash your mask in warm water after each use and air to dry.

How long do they last?

Our reusable masks last up to 50 washes. This is guided by the World Health Organisation’s standards on the usage of masks. You can find more info here.

When will they be available instore?

We don’t have a confirmed date yet, but we’ll keep you updated. Right now, we’re focusing on keeping our masks stocked online so they’re available to everyone. Stay updated by signing up to Cotton On & Co. Perks here.

Where do the proceeds go?

Like all our Cotton On Foundation products, 100% of proceeds go towards empowering youth through quality education and access to healthcare.

I purchased a mask and got an email letting me know they were out of stock and I would be refunded. Why has this happened?

We’re sorry if this has happened. We’re working to fix this issue. The high demand for the masks means some orders are getting through even when we’ve sold out temporarily. All refunds are automatically processed within 5 business days, so please try ordering again when we’ve restocked.

Where are the masks manufactured?

Our face masks are manufactured in China, with each mask containing certification from global independent testing labs.