Trying to cancel

Cotton On

? Avoid the runaround.

At Cotton On Australia, cancelling your order is highly time-sensitive. Once your order is confirmed, cancellations are typically not guaranteed because Cotton On prioritises rapid dispatch. However, there is a brief window after placing your order (often just minutes) when you may still cancel by contacting customer support immediately.

Eligibility Conditions:

• Orders can only be cancelled if they haven’t been processed for shipping yet.
  
  
• Once orders enter packing or shipping status, cancellation isn't possible. You’ll then rely on Cotton On’s generous change-of-mind return policy instead.
  
  
• Items must remain unworn, unwashed, and retain original tags for returns.
  
  
• Some exceptions apply: personal items, earrings, cosmetics, personalised items, charity items, and gift cards are not eligible for returns unless faulty. Swimwear returns require intact hygiene seals.
  

Cotton On does not offer subscriptions. To cancel or alter an online order, follow these steps:

1. Act Quickly: Immediately reach out via Cotton On's live chat (fastest) or call customer service at 03 8737 9388 (9am–6pm AEST). Avoid email for urgent cancellations.
   
   
2. Prepare Order Information: Have your order number and associated email or name ready.
   
   
3. Request Cancellation: Clearly ask to cancel your order. Customer service will verify the order status.
   
   
4. Get Confirmation: If cancellation succeeds, request email confirmation. Ensure you receive this confirmation for your records.
   
   
5. If Cancellation Isn't Possible: You must wait to receive the items and then return them using Cotton On’s flexible return policy. You may refuse delivery or use free postal returns or in-store returns.
   

Cotton On processes orders rapidly, often within hours. There is no officially published cancellation grace period, making immediate action essential:

• Ordering Late at Night: Potentially cancellable by early morning.
  
  
• Ordering During the Day: Typically 1-2 hours maximum to cancel.
  
  
• Dispatch Email: Indicates it's too late for cancellations (usually within 1-2 business days).
  

If cancelled promptly, you won’t be charged or you'll receive a full refund. Returns, if needed, have no strict deadline but are easier within weeks of receiving your order. Click & Collect orders automatically cancel and refund after ~30 days if uncollected.

Cotton On charges no fees for cancelling or returning orders:

• No Cancellation Fee: If cancelled before dispatch, no charges apply.
  
  
• Returns Are Free: Free postal returns available via Cotton On’s returns portal. In-store returns are also free.
  
  
• Shipping Fees: Original shipping fees are not refundable for change-of-mind returns, except when items are faulty.
  
  
• Afterpay & Similar Services: Payments will be adjusted or cancelled without penalty if your order is refunded or cancelled.
  
  

Cotton On’s policies align with Australian Consumer Law. Customers aren't financially penalised for cancellations or returns.