Shipping policy
At Cotton On, we aim to provide a clear, convenient, and reliable delivery experience. We offer international shipping to eligible destinations, giving you flexible options based on your preferred delivery method and shipping cost.
Cotton On
550 Deer Ridge Drive, Paterson, NJ 07501, USA
Email: admin@cottonon-au.shop
Website: cottonon-au.shop
1. Shipping Destinations
Cotton On ships to eligible destinations worldwide.
We offer international shipping excluding Asia and remote areas where delivery services may not be available.
Shipping availability may depend on the destination address, local regulations, customs requirements, and the availability of our shipping carriers.
If your address is outside our supported delivery areas, we may be unable to fulfill your order.
2. Order Processing Time
After your order has been successfully placed and payment has been confirmed, we prepare, inspect, and package your items for shipment.
Order processing time: 4–7 business days.
Processing time is separate from the shipping transit time.
During periods of high order volume, holidays, inventory issues, or circumstances beyond our reasonable control, processing may take longer than usual.
3. Shipping Methods
Standard Shipping — DHL/FedEx
Our standard shipping service is provided through DHL or FedEx.
- Estimated delivery time: 7–14 days
- Shipping fee: 12.95
The estimated delivery period begins after your order has been processed and handed over to the shipping carrier.
Free Shipping — EMS
We also offer shipping through EMS.
- Estimated delivery time: 12–24 days
- Free shipping on orders over 50
EMS generally has a longer estimated delivery period than DHL/FedEx but provides a convenient free-shipping option for eligible orders.
4. Shipping Fees and Free Shipping
Shipping charges depend on the shipping method selected during checkout.
DHL/FedEx standard shipping costs 12.95.
For EMS shipping, orders totaling 50 or more qualify for free shipping.
Customs duties, import taxes, and other destination-country charges are separate from our standard shipping fees and may apply to international orders.
5. Order Tracking
Once your order has been processed and handed over to the shipping carrier, tracking information may be provided when available.
You can use the tracking number provided to check the current status of your shipment.
Please note that tracking information may take some time to appear or update after the carrier receives your package.
If tracking information does not update immediately, please allow additional time for the carrier's system to register the shipment.
6. Receiving Your Order
When your order arrives, we recommend checking the exterior of the package before accepting delivery.
If the package appears seriously damaged, opened, torn, or crushed, please document the condition with the carrier when possible and take photographs.
If the product inside is damaged, please keep the original packaging and contact us as soon as reasonably possible at:
Photos of the package and damaged products may help us investigate the issue with the carrier and provide appropriate assistance.
7. Customs Duties and Import Taxes
Because Cotton On serves customers internationally, some international orders may be subject to import duties, local taxes, customs fees, or other charges imposed by the destination country.
Any applicable customs duties, import taxes, customs fees, or similar charges are the responsibility of the customer.
These charges may vary depending on the destination country, order value, product type, and applicable customs regulations.
Cotton On cannot control or guarantee the exact amount of customs charges imposed by the authorities in the destination country.
8. Estimated Delivery Times
All delivery times stated on our website are estimated delivery times and are not guaranteed delivery deadlines.
Shipments may be delayed because of:
- Customs clearance procedures.
- Weather conditions.
- Public holidays.
- High shipping volumes.
- Destination restrictions.
- Delays by DHL, FedEx, or EMS.
- Circumstances beyond our reasonable control.
If your order takes longer than the estimated delivery period, we recommend checking your tracking information first and contacting us if you need further assistance.
9. Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully check the following information:
- Recipient's full name.
- Street address.
- City.
- State or province.
- Postal code.
- Country.
- Contact telephone number, where required.
Cotton On is not responsible for unsuccessful delivery caused by incorrect or incomplete address information provided by the customer.
10. Lost or Undelivered Packages
If your order appears to be lost, returned to the sender, or undelivered according to the tracking information, please contact us.
We will review the order and, where appropriate, investigate the shipment status with the relevant shipping carrier.
Please provide your order number and tracking information so that we can assist you as efficiently as possible.
11. Contact Us
If you have questions regarding your order, processing time, shipping method, delivery status, or tracking information, please contact us:
Cotton On
550 Deer Ridge Drive
Paterson, NJ 07501
USA
Email: admin@cottonon-au.shop
We are committed to providing clear shipping information and assisting you throughout the delivery process, from order processing through final delivery.