Online Store Returns Policy and Return Instructions

Change of Mind Returns

We will accept change of mind returns for items purchased online by Australian customers subject to the following conditions:

  1. Items must be returned within 14 days of receipt with the packing slip and/or invoice.
  2. You are responsible for any costs associated with returning your item to us.
  3. Items must be returned in unworn, unwashed and otherwise unused condition, with all original tags/labels attached.
  4. We will not accept change of mind returns for swimwear, underwear, earrings, cosmetics, gift cards or any items purchased  from the “Sale” section of our website.
  5. If you request an exchange, you must pay us any costs associated with us delivering the exchange item to you and, if the exchange item is of a higher value than the return item, you must also pay us the difference in price. Your exchange item  will be shipped once you have paid for these costs and we have received the return item back and confirmed that it meets  the above conditions.
  6. If you request a refund, the purchase price (excluding delivery charges) will be refunded to you (by us crediting your original payment method) once we have received the return item back and confirmed that it meets the above conditions.


Faulty Items Returns

  1. If an item is faulty, wrongly described or different from a sample shown then we will meet our legal obligations in the  country in which the products were purchased which may include refunding the purchase price and delivery charges or  providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.
  2. We are also required under the Australian Consumer Law to tell our Australian customers that: “Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a  major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the  goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure”.  Nothing in this Returns Policy in any way excludes or limits our Australian customers’ rights under the Australian Consumer  Law.

 

Return Instructions

Please follow the instructions below if you wish to return or exchange and item.  Please note that purchases made online cannot be returned in store.

Return By Mail (preferred)

  1. Place items you wish to return in package and return to Attention: Online Returns, 14 Shepherd Court, North Geelong; Vic 3215, AUSTRALIA
  2. Please include your packing slip and/or invoice with your name, order date, and sales order reference number
  3. If you wish to exchange for an item available online, please write the 7 digit product code and size on the invoice.  Please  note that stock availability is not guaranteed for exchanges.
  4. Once we have received the item and verified the return conditions are met, we will refund or exchange the full purchase  price.
  5. Refunds will only be credited to the Credit/Eftpos card of the purchaser.


Return By E-mail

  1. Please e-mail customer service with your name, order date, and sales order reference number.
  2. Customer Service will provide you with a reference number to include in your returned item.
  3. Place items you wish to return in package and return to Attention: Online Returns, 14 Shepherd Court, North Geelong; Vic 3215, AUSTRALIA
  4. Please include your invoice and your return reference number in the parcel
  5. If you wish to exchange for an item available online, please write the 7 digit product code and size on the invoice.  Please  note that stock availability is not guaranteed for exchanges.
  6. Once we have received the item and verified the return conditions are met, we will refund or exchange the full purchase  price.
  7. Refunds will only be credited to the Credit/Eftpos card of the purchaser.


By Phone

  1. Please call customer service with your name, order date, and sales order reference number
  2. Customer Service will provide you with a reference number
  3. Place items you wish to return in package and return to Attention: Online Returns, 14 Shepherd Court, North Geelong; Vic 3215, AUSTRALIA
  4. Please include your invoice and your return reference number
  5. If you wish to exchange for an item available online, please write the 7 digit product code and size on the invoice.  Please  note that stock availability is not guaranteed for exchanges.
  6. Once we have received the item and verified the return conditions are met, we will refund or exchange the full purchase  price.
  7. Refunds will only be credited to the Credit/Eftpos card of the purchaser.

 

REFUND AND EXCHANGE POLICY - IN STORE

Cotton On will refund or exchange products other than gift cards or seconds / samples in the country in which they were purchased, subject to the following conditions:

If you change your mind:

If items are faulty, wrongly described or different from a sample shown they must be returned within a reasonable time with proof of purchase.

Cotton On, Cotton On Kids, Cotton On Body, Rubi and Typo are separate businesses. Items purchased at one business cannot be returned at the stores of another business.