Cotton On Return Policy: As Easy As 1-2-3

Cotton On is a global fashion and lifestyle brand known for trendy, affordable clothing and accessories. Whether you shopped online or in-store, returning something that didn’t work out is pretty straightforward—but there are some important rules you’ll want to know first.

Let’s walk through Cotton On return policy step by step so you can return or exchange your items stress-free.

Cotton On Return Policy Overview

Here’s a quick table to help you understand the key points at a glance:

Returning Items to Cotton On: Step-by-Step

You Can Return Items Anytime

That’s right. Cotton On allows you to return eligible items at any time as long as they’re in original condition and you have proof of purchase. That’s pretty generous and removes the pressure of a tight return window.

Where and How You Can Return

1. Return In-Store

• What’s allowed: Both online and in-store purchases can be returned to a Cotton On store.
• What you’ll need: Your item(s), proof of purchase (like a receipt or confirmation email), and the card you paid with (if applicable).
• What you get: Instant refund or exchange—except for Klarna payments, which can’t be refunded in-store.

Important: Online orders paid via Klarna must be refunded by mail. You can still exchange in-store.

2. Return by Mail (Online Orders Only)

If going to the store isn’t convenient, you can return your online order by mail.

• Visit the Returns Portal: Start your return by visiting the Cotton On Returns Portal online. As shown in the below screenshot

• Enter Your Order Number: Enter the order number and email Id. You can find the order number in your confirmation email.
• Generate a UPS Returns Label: Follow the instructions to print out a UPS label, then package your item and send it back.
• What you get: Refund (not exchange—mail-in returns don’t support exchanges).
• How long it takes: Refunds may take up to 10 days after your return is received.

Note:

• Shipping costs are usually not refunded unless the item was faulty and you are returning the entire order.
• Cotton On cannot exchange items through their online store. If you need a different size or color, it’s better to return the item and place a new order.
• Free online returns are only available for orders within the USA.
• In-store purchases cannot be returned by mail.

What Items Can’t Be Returned?

Some items are non-returnable, even if you have a receipt. Here’s a breakdown:

• Underwear
• Earrings
• Cosmetics
• Gift cards
• Charity items
• Third-party brands
• Seconds or samples
• Personalized/customized items
• Swimwear without the hygiene sticker and tags

If you’re buying swimwear, make sure those tags stay on until you’re sure you want to keep it!

Refund Method

Original Payment Method: Refunds will be given back to the original payment method. If you paid cash, you’ll get a cash refund. If you paid by card, bring the same card to the store.

Exchanges

• Same Item, Different Size: Exchanging for the same item in a different size won’t incur any additional charges.
• Different Product: If you exchange for a different product, you might need to pay the price difference or get a partial refund

What If the Item Is Faulty?

If your item is faulty, wrongly described, or different from what was shown, Cotton On will take care of it as required by law in the country of purchase.

• You can return faulty items either in-store or online.
• Shipping refund is only available if the entire order is returned and you provide proof of shipping cost.

So if you only return one faulty item out of a multi-item order, don’t expect shipping reimbursement.

Returning Afterpay Purchases

Bought your items using Afterpay? You still have return options.

• Exchange: Only in-store
• Refund: Only via post

Steps for refund:

1. Submit a request through the Returns Enquiries form.
2. Complete your details.
3. Wait for Cotton On to email you return instructions.

Remember: Refunds are only processed after your items are received at their facility.

Supré & Factorie Returns (Special Rules)

If you purchased from Supré or Factorie (brands under the Cotton On Group umbrella), the return rules are a bit different.

• Where to return: Mail-in only (no in-store returns allowed)
• Refunds only: No exchanges offered
• Process: Use the Returns & Exchanges form

You cannot get a shipping refund if other items from your original order aren’t being returned.

How to Contact Them for Help

Need assistance? Cotton On’s support team is easy to reach:

• Live Chat: Click the red chat/help icon at the bottom-right of your screen (available 24/7).
• Phone Support: Call (844) 319-5970
  📞 Hours: 9:00 AM – 6:00 PM PST

They also have a helpful Returns page: Returns Info

Contact Information

If you have any questions or need further assistance:

• Customer Support: Contact Cotton On’s customer service team 24/7 by clicking the red chat/help icon on the bottom right side of your screen or call them on (844) 319-5970 between 9am and 6pm PST.

Common Questions

Wrapping Up

Cotton On’s return policy is pretty relaxed when it comes to time limits, which is great for those of us who take forever to decide. Just remember that not everything can be returned, and refunds take a bit longer by mail.

When in doubt, head to a store—they’ll sort you out fast. If you’re mailing something back, double-check that it meets all the conditions to avoid a return rejection.

Happy shopping—and smarter returning!

Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official Cotton On website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting Cotton On Customer Service directly is the best resource.