Online Returns

Online purchases (including click & collect) can be returned in store or online provided they meet our Returns Policy.

Purchases made in store need to be returned in store, see in store returns.

How to make your online return

  1. Submit a request online - make sure you choose Start a Return.  
  2. You will receive an instant reply with a link to create your FREE domestic returns label. 
  3. Pack the products you would like to return, attach your returns label & post!


Frequently Asked Questions (FAQ)

Do I need to include any paperwork with my return?

No, you will need to provide your order number when you submit your request online and when creating your returns label. We'll use this information to match your return when your parcel is received so please ensure this is entered correctly. 

Where can I find my order number?

Your order number will be included in the emails we send confirming your order and on the information we sent with your order. It will begin with W00. Can't find it? Let us know and we can look it up for you. 

Can I exchange my purchase online?

Returns sent back to our warehouse will be refunded. If you would prefer an exchange please visit your nearest store

What if I can't make it into store?

If you can’t get into store but you really want another item, we recommend you place a second order to make sure you don’t miss out. You can then return your original purchase for a refund.

Have you received my return?

Once received our warehouse will notify you via email.

You can also check the tracking of your return via the tracking number included on your free returns label.

You can track this online via Australia Post 

How will my refund be paid to me?

Your refund will be paid back via your original payment method.  

How much will be refunded?

Your refund will be the amount paid for the product being returned after any discounts or vouchers have been applied.

If a Cotton On & Co. Perks voucher was used in the original sale, points will be added back onto your account which will contribute to earning your next voucher. 

Will I receive a refund of shipping fees?

Shipping fees from your original order will not be refunded for change of mind returns or for faulty returns where there are other items listed on the original invoice that are not returned. 

How long will my refund take?

We will email you to confirm once your refund has been processed. The money should return to your account within 1-5 business days from this email.

Can I return products that don't meet your returns policy?

No, products returned that don't meet our policy will be sent back to you. 

Will I need to pay for my return?

We'll cover the cost of return postage within Australia. If there are any additional costs, eg packaging your return, you will need to cover this. **Please note that you can reuse the packaging that your order is sent in, however, please cover the original post label to avoid confusion.  

For international orders you will be responsible for any costs associated with returning your purchase to us, this may include currency conversion and/or local or international taxes but this is pretty rare. 

How are my personal details used?

Your personal information will be used according to our Privacy Policy to process your return.

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