Returns, Refunds and Exchanges

Easy Exchanges & Returns

Change your mind anytime!
You can make exchanges at any of our stores or make returns on online purchases at any time!

In our stores

  • We offer free in-store exchanges.
  • In-store exchanges must be made for products of equal or greater value than the original purchase made online.
  • Free returns for online purchases can only be made by mail.
  • Make sure you meet the conditions outlined in our Policy (below).
    • Find the nearest store

    By mail

  • Online orders can be returned by post.
  • Exchanges can only be made in-store.
  • In-store purchases cannot be returned by mail.
  • Make sure you meet the conditions outlined in our Policy (below).
  • Once received, we will process the refund and notify you by email. Your refund may take up to 10 days to process.
    • Start your return

    Exchanges and returns policy

    Defective returns

    We want you to be satisfied with your purchase, but if the products are defective, described incorrectly, or are different from the sample shown, we apologize! We will comply with our legal obligations in the country where the products were purchased. Just follow the above online shopping return process via post office.

    If the product was purchased in one of our physical stores, the return needs to be made in a physical store, instead of the post office.

    Returns for changing your mind

    If you change your mind about a product purchased online, we will refund the purchase price or offer an exchange (exchanges are only available in physical stores) in the country of purchase, subject to the following conditions:

    1. Products purchased online can be exchanged in store upon presentation of the tax invoice;
    2. Customers can return products purchased from the Cotton On Group online store at any time upon presentation of the tax invoice;
    3. Items must not have been used. For underwear, earrings, cosmetics and Cotton On Foundation products, the maximum return period is 10 days from the date of delivery;
    4. Swimwear can only be returned if the hygiene sticker and all original tags are still attached to the product;
    5. Whenever possible, refunds will be processed using the original payment method. If this is not possible, an alternative refund method will be offered;
    6. Items must be in their original sale condition (unworn, unwashed and with all original tags still attached);
    7. We may request personal information from you in order to process exchanges and returns. This information will be used for the purpose of processing your return;
    8. Products purchased online can be exchanged in store upon presentation of the tax invoice. For online purchases, the original shipping cost will not be included in the refund in cases of partial returns.

    Shipping costs may only be refunded for faulty items if the entire order is being returned and proof of the shipping cost has been provided.

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