Returns Frequently Asked Questions (FAQ)

What is your returns policy?

You can find our returns policy online at Returns & Exchanges

How long do I have to return an item?

There is no timeframe for returns and products can be returned at any time as long as they meet our returns policy

Do I need to include any paperwork with my return?

No, you will need to provide your order number when you submit your request online and when creating your returns label. We'll use this information to match your return when your parcel is received so please ensure this is entered correctly.

Where can I find my order number?

Your order number will be included in the emails we send confirming your order and on the information, we sent with your order. It will begin with W00. Can't find it? Let us know and we can look it up for you.

Are exchanges available via online returns?

Returns sent back to our warehouse will be refunded. If you would prefer an exchange please visit your nearest store.

What if I can't make it into store?

If you can’t get to a store but you really want another item, we recommend you place a second order to make sure you don’t miss out. You can then return your original purchase for a refund.

When will I know you have received my return?

You will be notified via email once your returns is received by our warehouse. Please allow up to 10 days from when you post it back (busier periods may take longer)

You can also check the tracking of your return via the tracking number included on your free returns label on the Australia Post Website.

How will my refund be paid to me?

Your refund will be paid back via your original payment method. 

How much will be refunded?

Your refund will be the amount paid for the product being returned after any discounts or vouchers have been applied.  If a Cotton On & Co. Perks voucher was used in the original sale, points will be added back onto your account which will contribute to earning your next voucher.

Will I receive a refund of shipping fees?

Shipping fees from your original order will not be refunded for change-of-mind returns or for faulty returns where there are other items listed on the original invoice that are not returned.

How long will my refund take?

We will email you to confirm once your return is received by our warehouse and another email to confirm once the refund is processed. The money should return to your account within 1-5 business days from the date of processing (second email).

Can I return products that don't meet your returns policy?

No, products returned that don't meet our policy will be sent back to you.

Will I need to pay for my return?

We'll cover the cost of return postage within Australia. If there are any additional costs, eg packaging your return, you will need to cover this. **Please note that you can reuse the packaging that your order is sent in, however, please cover the original post label to avoid confusion. 

For international orders you will be responsible for any costs associated with returning your purchase to us, this may include currency conversion and/or local or international taxes but this is pretty rare.

 How are my personal details used?

Your personal information will be used according to our Privacy Policy to process your return.

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