Please Note: Our current response time is 48 hours. We apologise for any inconvenience caused.
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Online Returns

Online purchases (including click & collect) can be returned in store or online provided they meet our change of mind or faulty returns policy. 

Purchases made in store need to be returned in-store, see in store returns.

Returns Process

  • Items purchased in-store can only be returned or exchanged in store
  • For items purchased online, you can return them in store, or we offer FREE returns via post
  • To submit a request for a returns label, click on the red help/chat icon at the bottom right of the page to speak with one of our team members
  • Once your order information is confirmed, we will organise a label to be emailed to you
  • Once received and processed by our warehouse, we will refund you the purchase price of the returned products and confirm with you via email
  • Shipping costs (if any) paid by the customer on the initial order will only be refunded if the product was faulty and/or the entire order has been returned
  • Please ensure you meet the conditions outlined in our full returns Policy below.

 

Exchanges & Returns Policy

Faulty Returns

We want you to be satisfied with your purchase but if the products are faulty, wrongly described or different from a sample shown, we’re so sorry! We will meet our legal obligations in the country in which the products were purchased. Just follow the returns process above in-store or online.

Change of Mind Returns

If you change your mind about a product you purchased from us online or in-store, we will refund the purchase price, or exchange (only available via stores) in the country of purchase, subject to the following conditions:

  1. 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.
  1. Shipping costs (if any) paid by the customer on the initial order will only be refunded if the product was faulty and/or the entire order has been returned
  1. Products purchased from any Cotton On Group retail or online store can be returned at any time by the customer with proof of purchase;
  2. The items must not be underwear, earrings, cosmetics, smile maker products, charity items, seconds, samples, customised personalised items or gift cards;
  3. Where possible all refunds will be returned to the original forms of payment, otherwise an alternative refund tender will be offered;
  4. Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
  5. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return.

 

 
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