Refund policy

Return and Refund Policy

At Cotton On, we want you to feel confident with every purchase. If your order is not quite right, we are here to help with a clear and straightforward return and refund process.

Cotton On
550 Deer Ridge Drive
Paterson, NJ 07501, USA
Email: admin@cottonon-au.shop
Website: cottonon-au.shop

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To help us process your return smoothly, items should be returned in a suitable condition, preferably unused and with their original packaging, tags, or other included accessories where applicable.

For clothing and footwear, please take extra care when checking the size, fit, color, and style before removing tags or using the item. If you receive an incorrect, defective, or damaged product, please contact us as soon as possible so that we can review the issue and provide an appropriate solution.

2. How to Request a Return

Please follow these steps:

Contact admin@cottonon-au.shop and provide your order number.
Tell us which item or items you would like to return and the reason for the return.
We will provide further return instructions and, where applicable, the return address.
Carefully package the item to help prevent damage during return transportation.
Send the package according to the instructions provided by our customer service team.
Once we receive your return, our team will inspect and process it.

Returns and exchanges are normally processed within 4–7 days after we receive the returned item.

3. Refunds

Once your returned item has been received and approved, the refund will be issued to the original payment method whenever possible.

We accept Visa and MasterCard for payments.

After the refund has been processed by us, please allow 2–3 weeks to receive the refund. The exact time required for the funds to appear in your account depends on your card issuer or financial institution.

A refund may take additional time to appear even after you have received confirmation that it has been processed.

4. Exchanges

If you would like to exchange an item, please contact us at admin@cottonon-au.shop within 30 days of receiving your order.

Exchanges are subject to product availability. If the requested replacement item is unavailable, we may provide a refund instead.

Exchange requests are normally processed within 4–7 days after we receive the returned item.

5. Return Shipping Costs

Unless otherwise agreed by our customer service team, the customer is responsible for the cost of returning an item.

If the return is related to an incorrect item, defective product, or damage that occurred before delivery, please contact us before sending the item back. We will review the situation and provide appropriate return instructions.

6. Shipping Information

Orders generally require 4–7 days for processing before shipment.

Our available shipping options are:

Standard DHL/FedEx Shipping

Delivery time: 7–14 days
Shipping fee: 12.95

EMS Shipping

Delivery time: 12–24 days
Free shipping on orders over 50

Delivery times are estimates and may be affected by customs clearance, public holidays, weather, transportation conditions, or other circumstances outside our control.

7. International Returns

We sell worldwide, excluding Asia and remote areas.

For international returns, customers should ensure that the return package is properly prepared and addressed according to our instructions. Any customs duties, import taxes, or other charges that may arise in connection with an international return may be the customer's responsibility unless otherwise agreed with our customer service team.

8. Items That Cannot Be Returned

Certain products may not be eligible for return where applicable, particularly items that have been used, damaged after delivery, altered, or returned without required components.

For clothing, shoes, and other fashion items, we recommend checking the size, fit, and product details carefully before use.

If an item arrives damaged or defective, please contact us promptly and provide photographs when possible. This allows us to assess the situation and find the most appropriate solution.