Returns and Exchanges
Free returns in-store and online
If the products you have purchased from us are faulty, wrongly described or different from a sample shown, then we will meet our legal obligations in the country in which the products were purchased.
Change of Mind Returns
If you change your mind about the products you have purchased from us online or in-store, we will refund the purchase price, or exchange those products in-store in the country in which they were purchased, subject to the following conditions:
- Products purchased from any Cotton On Group retail or online store can be returned at any time by the customer with proof of purchase;
- The returned items must not be swimwear, underwear, earrings, cosmetics, charity items, seconds, samples customised/personalised items or gift cards;
- All items will be returned to the original forms of payment, otherwise an exchange or store credit will be issued;
- Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
- You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return; and
- Items purchased online can be returned in store with proof of purchase. In the case of online purchases, refunds will not include the cost of shipping, except as provided below.
Shipping costs may be refunded on faulty items only if the entire order is being returned and the customer provides proof of the shipping amount.
CREDIT CARD SURCHARGE USA ONLY:
The use of the American Express and Diners Club will incur a further 3% Surcharge on your total purchase payment, due to bank processing costs.
WRITTEN COPY OF POLICY – USA NEW YORK ONLY
In New York a written copy of the store’s refund policy is available on request.
Returns Process (In-Store)
Supre & Factorie purchases must be returned online for a refund.
- Take your item(s) to a Cotton On Group store in the US. To find your nearest store, visit our Store Finder
- Provide the team member in store your unwanted item, proof of purchase and if you paid using a credit card please bring the same card with you.
- Once the returns policy has been met, we'll offer an exchange or refund on the spot.
Exchanges for the same item in a different size will not incur any additional charges. If the new item is a different product (including a different colour) and there is a price difference you may need to pay the difference or receive a partial refund.
If you request a refund, the purchase price (excluding delivery charges for online orders) will be refunded to you using the original payment method so if you paid cash we can offer a cash refund. If you paid using a card, please bring the same card with you as we will refund back to your card.
Returns Process (Online)
If your purchase was made online you may choose to return to our online store for a refund. In store purchases must be returned in store.
- Head to Submit a Request and choose Start a Return.
- Provide your details and we'll contact you by email with everything you need to know to return your order for a refund.
Please note: Free online returns are available on domestic orders only.
Once received, we'll process the refund and notify you via email. Your refund will be credited back to you in the next 1-5 days, depending on the payment method used to place your order.
If the item returned does not meet our Returns and Exchange Policy above your order will be sent back to you.