At Cotton On Shop, we want you to love every contemporary fashion piece you order from us. If you’re not completely satisfied with your purchase of our dresses, knitwear, outerwear, or other stylish items, we’re happy to offer returns or exchanges within 15 days of receiving your order.

Our Return Policy

  • Return Window: 15 days from delivery date
  • Condition: Items must be unworn, unwashed, and in original condition with tags attached
  • Proof of Purchase: Original receipt or order number required

Non-Returnable Items

For hygiene reasons, we cannot accept returns on the following items from our collection:

  • Swimwear (if hygiene tags have been removed)
  • Underwear & Nightwear

Exceptions may be made for defective items – please contact our customer service.

How to Return or Exchange

  1. Initiate Your Return: Email us at [email protected] with your return request using the template below
  2. Wait for Approval: Our team will respond within 2 business days with return authorization and instructions
  3. Package Your Items: Securely pack the items in their original packaging if possible
  4. Ship Your Return: Send the package to our Denver facility using a trackable shipping method
  5. Processing: Allow 3-5 business days for processing once we receive your return

Return Request Email Template

Subject: Return Request – Order #[Your Order Number] Dear Cotton On Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details: – Item(s) to return: [Product Name, Size, Color] – Reason for return: [Please specify] – Preferred resolution: [Refund/Exchange for (specify alternative item)] Please let me know the next steps for processing this request. Best regards, [Your Full Name] [Your Contact Information]

Refund Information

Once your return is processed:

  • Timing: Refunds are processed within 3-5 business days after we receive and inspect your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. Clearly indicate in your email the item you wish to exchange for
  3. We’ll ship your new item once the return is received
  4. Price differences will be charged/refunded as needed

Note: Exchanges are subject to availability. If your desired item is out of stock, we’ll process a refund instead.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

International Returns

For our global customers (excluding some Asian and remote areas):

  • All return policies apply
  • You are responsible for any customs fees or taxes associated with the return
  • International returns should be clearly marked as “RETURNED GOODS” to avoid customs charges

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Address: Cotton On Shop, 1724 Sampson Street, Denver, CO 80202, United States