Not sure if you can return your
Cotton On
purchase?

Ajust breaks down
Cotton On
's return policy and help you submit your request fast.

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Edited by:
Ajust Content Team
Last updated:
August 4, 2025
AI-sourced. Human-edited. Made clear for you.

Can you return an item to
Cotton On
? Check eligibility first

  • Change of Mind & Sizing:
    • Cotton On accepts returns for any reason (wrong size, changed mind) with no strict return timeframe.

  • Item Condition Required:
    • Items must be unworn, unwashed, with original tags and labels attached.

    • Items must be in original, saleable condition.

  • Proof of Purchase:
    • Receipt or online order confirmation required.

  • Exclusions (No Returns unless Faulty):
    • Pierced earrings, underwear, swimwear (with hygiene seal removed), cosmetics, and personalised items.

    • Gift cards are non-returnable.

  • Sale Items:
    • Eligible unless explicitly marked “Final Sale” or “No Returns”.

How to return an item to
Cotton On

In-Store Returns (Fast & Convenient):

  • Visit any Cotton On Group store (including Cotton On, Cotton On Body, Cotton On Kids, Typo, Supre, Factorie).

  • Provide your item in original condition and proof of purchase.

  • Immediate refund, exchange, or store credit processed at the register.

Online Returns via Post:

  • Step 1: Go to Cotton On’s online return portal and submit your return request using your order number (begins with "W00").

  • Step 2: Print out the free Australia Post return label provided, or use the QR code option at the post office.

  • Step 3: Securely package your item (reuse original packaging if possible) and attach the label.

  • Step 4: Drop off your parcel at an Australia Post office or post box. Track using provided details.

  • Step 5: Await email confirmation when your return is received (allow up to 10 days) and when your refund is processed.

Cotton On
return timeframes and item conditions

  • No Set Return Deadline: Cotton On uniquely allows returns at any time, provided the item meets return conditions (unworn, original tags, proof of purchase).

  • Condition Inspection: Items returned in unsatisfactory condition (damaged, visibly worn) will be rejected and returned to you without a refund.

  • Hygiene and Safety: Returns not permitted for specific hygiene items once opened (swimwear without hygiene seals, earrings, etc.) unless faulty.

Who pays for
Cotton On
return shipping?

  • Free Returns: Cotton On covers all return postage costs within Australia for change-of-mind returns.

  • Free Return Label: Provided through Australia Post for online returns - no cost or deduction from your refund.

  • In-Store Returns: Simply drop off items at any store for an instant, free return.

  • International Returns: Not covered. Overseas returns require customers to pay shipping costs themselves.

Cotton On
refunds after a return - how and when you’ll get your money back

  • Refund Method: Original payment method (card, PayPal) will be refunded. If you paid with store credit or gift cards, refunds are issued as store credit or gift card.

  • In-Store Refunds: Immediate processing; money typically appears in your account within 1–5 business days.

  • Online Refunds (Mail Returns):
    • Allow up to 10 business days for Cotton On to receive and inspect your return.

    • Refund processed within 1–5 business days after receipt confirmation.

  • Original Shipping Charges: Not refundable for change-of-mind returns (refunded only if item was faulty or incorrect).

  • Exchanges: Exchanges are only available in-store. Online returns result in refunds, customers then place new orders for replacements.

Cotton On
 cases submitted through Ajust

I started a return for a pair of pants and expected it to be quick, but the process dragged on for weeks with no updates. It left me stuck without the item I needed and frustrated at the lack of urgency from Cotton On. - Shai

When I tried to return an item, I couldn’t get any help. There was no phone number to call, and the online chat just ignored me. It felt impossible to get support, leaving me confused about how to complete my return. - Winny

I returned my full order, but Cotton On claimed three items weren’t received and only gave me a partial refund. I knew I’d sent everything back, yet customer service dismissed my concerns, leaving me stressed with a payment I didn’t owe. - Abbie

I sent back pants that were too big and was told I’d get a gift card since I still had credit. The replacement never arrived, and I felt like my return just disappeared without resolution. - Beverley

Customer experiences with
Cotton On
returns

Positive In-Store Experience: Customers often praise the convenience of returning online orders to local Cotton On Group stores, highlighting efficient and hassle-free refund processing.

Free Returns Appreciated: Customers consistently mention the convenience of free returns via Australia Post, encouraging confident online shopping without concern over costs or deadlines.

Unusual Issues Quickly Resolved: One customer reported a package damaged during transit (item soiled), initially rejected by Cotton On. However, upon complaint, Cotton On promptly resolved the situation with a refund, demonstrating proactive customer service.

Official
Cotton On
Returns Resources & Links

Cotton On
Return FAQs

Can I return a Cotton On item if I simply changed my mind?

Yes, Cotton On accepts returns for change of mind or wrong size with no strict deadline. Items must be unworn, unwashed, and have original tags. This flexible policy means you can shop with confidence knowing you’re covered, as long as you keep the item in saleable condition and provide proof of purchase.

What items are not eligible for return at Cotton On?

Cotton On does not accept returns on earrings, underwear, swimwear without hygiene seals, cosmetics, personalised items, or gift cards unless faulty. These exclusions are for hygiene and safety reasons, so check eligibility before starting your return.

How do I return a Cotton On order bought online?

You can return Cotton On online orders free via Australia Post. Use the Cotton On return portal to generate a label, then post your item back securely. Processing usually takes up to 10 business days, and refunds are sent to your original payment method.

Does Cotton On charge for return shipping?

No, returns are free within Australia when using the online portal or in-store drop-off. International customers, however, must cover their own shipping costs. This free local return policy helps you shop online without worrying about extra fees if you need to send something back.

Every day you wait, your refund gets harder.

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