Cotton On offers a uniquely customer-friendly policy with no strict return deadlines, meaning you can return eligible items at any time, provided conditions are met.

Conditions for Refunds:

• Items must be in original condition (unworn, unwashed, original tags attached).
  
  
• Proof of purchase (receipt or online order number) required.
  
  
• Faulty items will be refunded or replaced according to Australian Consumer Law, potentially including shipping fees.
  

Exclusions:

Certain items can’t be returned for change-of-mind due to hygiene or customisation reasons, including:

• Underwear and earrings
  
  
• Cosmetics and charity items
  
  
• Personalised products and gift cards
  
  
• Swimwear (without original hygiene sticker and tags)
  

In-Store Returns (Fastest):

1. Visit any Cotton On store.
   
   
2. Bring the item, receipt (or order confirmation), and original payment card.
   
   
3. Receive instant refund or exchange.
   
   

Note: BNPL payments (e.g. Klarna, Afterpay) refunds are processed via those providers, not in-store cash.

Online/Mail Returns:

1. Start your return through Cotton On’s Online Return Portal.
   
   
2. Print your free AusPost return label.
   
   
3. Package securely, cover old labels, attach new return label.
   
   
4. Drop at any Australia Post outlet.
   
   

Cotton On emails confirmation once they receive and process your return.

In-Store:

• Immediate processing; card refunds typically appear within 1–5 business days.
  
  

Online/Mail:

• Shipping & Processing: Allow up to 10 days for arrival and inspection.
  
  
• Refund Issued: Once processed, refunds appear within 1–5 business days.
  
  
• Total Time: Typically 2–3 weeks total.
  
  

Factors Affecting Timing:

• Peak seasons (holidays) and weekends/public holidays
  
  
• Payment methods (PayPal typically faster than credit/debit cards)
  
  

Tips: If it’s been more than two weeks, use your return tracking number or contact Cotton On Customer Care.

Cotton On refunds via your original payment method:

• Credit/Debit Cards & PayPal: Refund directly to your original account.
  
  
• Cotton On & Co. Perks: Loyalty voucher refunds returned as points.
  
  
• BNPL Providers (Afterpay, Klarna): Refunded through your BNPL account; your instalments will be adjusted accordingly.
  
  

Alternative Refund Methods:
If your original payment method is unavailable, Cotton On may offer store credit or alternative arrangements.

Shipping Fees:

• Change-of-mind returns don’t include original shipping fees.
  
  
• Faulty item returns (entire order) include shipping cost refunds.
  

• Returns Without Receipt:
  Cotton On strictly requires proof of purchase. Always save your receipt or order confirmation email.
  
  
• Ineligible Items:
  Hygiene-sensitive products (underwear, opened swimwear) are non-returnable unless faulty. Always verify eligibility before returning.
  
  
• Change-of-Mind on Sale Items:
  Most sale items are returnable, but extremely discounted “final clearance” items might be non-refundable. Confirm before purchase.
  
  
• Delayed Refunds:
  Mail returns can take a few weeks; in-store returns are recommended if timing is critical.
  
  
• Buy-Now-Pay-Later Confusion:
  Refunds via BNPL providers may seem delayed due to instalment processing. Monitor your BNPL account closely.
  
  
• Rejected Returns Sent Back:
  Items clearly worn or outside policy conditions are mailed back to customers. Always ensure your item meets return criteria.