Returns and Exchanges
Free returns in-store and online!
Change of Mind Returns
"Change of mind" includes purchases you have made in error eg accidentally ordered the wrong size or colour, items that don't fit the way that you would like or unwanted gifts.
We will accept a change of mind return provided it meets the following guidelines:
✔ Return within 30 days
**we will accept returns within 60 days for Cotton On Baby & Cotton On Kids Swimwear provided all other conditions are met
✔ Return with proof of purchase
✔ Item must be unworn, unwashed, unused with all original tags/labels attached
✔ Protective hygiene sticker must be in place for swimwear returns
✔ Returns must be made within the country of purchase
✔ Purchases must be returned to a store of the same brand unless the store is a multi-store including that brand or the product was ordered through Click & Collect
✔ Item is not listed as an excluded item as outlined below
Excluded items (for a change of mind return):
✘ Gift Cards
✘ Personalised product
Faulty Product Returns
If something is faulty, incorrectly described or different from the sample shown we will provide an exchange or refund provided the item is returned within a reasonable time with proof of purchase.
Can't find your receipt? A bank statement will be fine. If you don't have that, get in touch and we'll do our best to track it down.
Returns Process (In-Store)
- Take your item(s) to a Cotton On & Co store in South Africa that stocks the brand of the item(s) you’d like to return. 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.
- Head to submit a request and choose the Returns and Exchanges form.
- Provide your name, order number, a contact phone number and your return pick up address.
- You will then be contacted by DPD to arrange a collection time for your order.