With so many brands within one group, it can be confusing to know exactly where you stand with Cotton On returns policies.
Do the same rules apply for Typo as for toys and gadgets at Cotton On Kids? What about Rubi shoes? Can I exchange an online purchase for another size? Can I return something bought from Cotton On to a Cotton On Kids store, and vice versa?
We've taken a good look at all eight Cotton On brands to give you the definitive answers to the main questions about returns at these shops. With these answers in mind, you'll know exactly what you can and can't return, and hopefully feel more confident about those online purchases.
Cotton On Brands:
Cotton On started out as a family-run fashion store in 1991, and has since grown to become a massive retail group comprising eight brands, and over 1500 stores around the world.
Brands include: Cotton On, Cotton On Kids, Cotton On Body, Cotton On Lost, Typo, Rubi, Supre and Factorie.
What is the Cotton On returns policy?
You'll be happy to know that despite there being eight different brands within the Cotton On Group, the returns policy is essentially the same for all. Better still, the process is straightforward and in most cases, FREE!
With a few exceptions, change-of-mind returns are generally permitted at any of the Cotton On Group stores, provided they are as-new (with all tags and original packaging), and you have proof of purchase. Likewise, faulty items can be returned at any time with proof of purchase.
Returns can be made in a Cotton On store or online.
What can't I return to a Cotton On store?
The rules at Cotton On stores for what can and cannot be returned for change-of-mind purchases are very similar to most retail stores, and take into account potential issues with hygiene and the ability to re-sell.
Items that cannot be returned to any of the eight Cotton On Group stores include earrings and cosmetics (even if unopened), seconds and samples, customised items (for example, a personalised towel or robe), gift cards, swimwear, and underwear.
However, if any of these items is faulty, you are welcome to return it for a full refund as long as you have proof of your purchase.
How do I return something I bought online?
It's easy, and better yet, it's FREE! The same process applies for Click & Collect and home-delivered orders.
- Go to Submit a Request at the Cotton On website
- Select Start a Return
- Enter in the required information, including your personal details and the order number (known as the RMS number at Cotton On). Your order number will be visible on the tax invoice that was emailed to you when you placed your online order.
- You also have the option to upload photographs if you wish, and this is particularly useful to demonstrate faults and defects.
- Once you've sent through your return request, you will get an instant email reply that includes a FREE domestic shipping label for your items.
- Pack up the items, and pop them in your nearest post box.
You will be able to track your returns using the tracking number provided, so you'll know once Cotton On has received it. Usually refunds are processed with five business days.
Online purchases can also be returned to a physical store if it suits you better - just don't forget to take a copy of your tax invoice with you.
Can I return a store-bought item online?
No, all items you buy at Cotton On Group stores need to be returned to a physical store; you can't use the online service.
Will my shipping costs be refunded?
For most returns, Cotton On will only refund the amount of the items, not shipping costs.
The exception to this is faulty items. Make sure you specify your return request that the item is faulty and you want a full refund on the order. (This may not be possible if there were other non-faulty items in the same order.)
How do I return something I bought using Afterpay?
Simply follow the same return procedure for online orders as above, or return your item to a store, and your account will be credited with the refund amount.
How will I be refunded?
Refunds are credited to the original payment method, for example the same credit card, or Paypal account.
Did you use a Cotton On & Co. Perks Voucher? Don't worry, any points that you used for the purchase will be credited back to your account.
How do I exchange an online purchase?
Issues with sizes, colours and fit are an inevitable part of online shopping, especially apparel, and thankfully Cotton On makes it pretty easy to exchange something you're not 100 per cent happy with.
But, you can only exchange at a physical store.
Firstly, make sure you have your tax invoice handy, and if applicable, the same credit card you made the purchase with. Head into your nearest store and make an exchange for something more in line with what you're after.
If there's a specific size you're after, it's worth calling ahead to make sure the store actually has stock on hand. No one likes to venture all the way to a store only to find that their ideal size is out of stock.
Can't get to a store? In this case, it's worth processing a full online return, and re-purchasing the right size. You will have to pay shipping again, though.
Can I return something from Typo to a Cotton On store?
You can only return items to stores by the same name, unless of course you are heading to a Megastore with multiple brands under one roof.
So while all eight brands fall under one parent group, consider them separate stores. If you bought something from Typo, you need to return it to a Typo store, just as if you bought something from Cotton On Kids, you need to return it to a Cotton On Kids store.
How Do I Contact Cotton On?
You can contact Cotton On Customer Service on +61 3 8609 8313.
Alternatively, you can email Cotton On via the Contact Us page on the website.