Cotton On Group FAQs

Pick Up In Store is available in select stores.

You can find which stores near you offer Pick Up In Store during checkout or on any product information page.

Pick one up in store from any of our brands.Simply ask one of our team members for assistance.Find your nearest store here.

Cotton On & Co. Perks is a free rewards program designed to allow us to thank you for your loyalty and reward you for shopping across our five brands.

Perks members receive a $10 voucher for every $100 spent in store or online across any of our brands - Cotton On, Cotton On Body, Cotton On Kids, Rubi & Typo. They will also receive Perks Previews, including early access to sales, Birthday Perks and surprises throughout the year.

Want to know more? Read more on our FAQ page, or view our Terms & Conditions.

You can update all your Cotton On & Co. Perks preferences via the Preference Centre at any time, which can be accessed via the link in your emails in the footer here:

If you wish to change your email address that is linked to your Cotton On & Co. Perks account, you will need to create a new account with your new email address and then contact Customer Service clearly stating your new and old email address to have these accounts merged.

This ensures all your points and rewards are rolled over. You can contact Customer Service by selecting "Contact Us" below.

If you used a voucher when you made your purchase the amount you paid will have been reduced. The refund will be processed based on the amount paid after any vouchers were applied.

If you have used a voucher to purchase multiple items, your voucher will be split evenly across the items purchased, therefore any returns will have the value adjusted accordingly.

The voucher you used will be forfeit and our in store teams are unable to reinstate points on your membership at the time of the return. However, if you would like these points to go towards your next voucher please contact our customer service team with your receipt number via the “Contact Us” link below. If you choose not to contact our customer service team the points will not be added to your account and a new voucher will not be issued.

If you earned rewards points when making your purchase these points will be taken off your balance when making your return. For example, if you purchased an item for $25 and an item for $15 you would have earned 40 points. If you return the $25 item your points balance will be reduced to 15.

To use your perks voucher you can either enter the voucher code at the bag page in the box that says “Promo Code / Perks Voucher= Enter code here” or

In the “Perks Voucher” section located above the payment information during the checkout process. You can also add a voucher to your bag via the My Account section of the website here: https://cottonon.com/US/account/

If you have not received your vouchers please check your junk mail & promotions folders.

Our perks emails are sent from [email protected] so adding this email address to your safe senders list may avoid the emails from being blocked in future. You can also find your vouchers in the My Account section of the website here: https://cottonon.com/US/account/

Still can’t find it? Contact Customer Service on [email protected] to arrange for your voucher to be re-sent to you.

If a voucher is locked this will automatically unlock for you after 1 hour. Please try again later. If you are still having trouble, please do not hesitate to contact us via the ‘Contact Us’ link below.

Yes, you can use more than one voucher in one transaction both online and in-store, just remember to use them before they expire.

$10 Payday Voucherswill be issued once you reach $100 spend across our five brands. You will also receive aBirthday surprisefor your birthday if you have specified your date of birth.

All purchases made in-store are calculated at the end of each day, so any rewards you are eligible for are sent the next day via email.

For online purchases, the rewards are allocated to your member account once your order has been dispatched from the warehouse.

Let us know by choosing the "Contact Us" link below so that we can cancel your existing card. The team in store can then issue a new one on your next visit.

You wouldn't want to opt out of Cotton On & Co. Perks emails, as they keep you up to date on your exclusive offers, events and most importantly, your rewards!

You can, however, manage which brands you want to hear from via the Preference Centre, which you can access via the link in your emails.

We'd love to keep you with us, but if you do need to cancel, you can follow the prompts using the Preference Centre which can be accessed via the link in your emails. Alternatively contact our Customer Service team by choosing the "Contact Us" link below.

If you choose to rejoin the program, you can do so with a new email address.

Yes, your account is linked to your email address, so you cannot be a Cotton On & Co. Perks member without one. We recommend signing up with a personal email address that's not likely to change. If you don't have an email address you can sign up for a free email address at:

https://accounts.google.com/signup

https://signup.live.com/signup

https://login.yahoo.com/account/create

Once you’ve joined the program we'll get in touch via email with any exclusive offers and we'll also use your email address to send you your payday vouchers.

You can sign up to Cotton On & Co. Perks online here, or head in to store.

You will need to provide:

Your first name and last name

A personal email address

We also ask for your date of birth, the brands you like and your mobile number, so we can send you a birthday treat and SMS reminders so you don’t miss out on rewards. But it's up to you if you want to provide them.

When signing up you will need to agree to our terms and conditions.

Creating a Cotton On & Co. Perks membership doesn't automatically create an online account so you will need to sign up separately for an online account if you wish to save your details or create a product wishlist.

You do not need to be logged into an account to earn rewards points. To earn points online simply checkout using the email address registered with Perks.

Your points will be added to your membership when your order is dispatched.

In line with our terms and conditions, customers are restricted to one Cotton On & Co. Perks membership per person. This is so that you earn all your rewards on one account and reach your rewards faster.

It is not possible to transfer rewards between accounts. Our customer service helpdesk can check which account has the most rewards on it for you.

You can contact Customer Service by selecting "Contact Us" below.

Sorry that you’re having trouble applying a voucher to your order.

The most common reason for a voucher not working is that it’s been entered in the wrong place.

Do not enter your Perks Voucher code here:

Enter your code here:

Still not working? Make sure you are spending at least $25, not including delivery charges, before applying your voucher.

For payday or birthday vouchers you will need to spend at least $0.05 after your voucher has been applied.

That’s not it either? Get in touch with our customer service team by selecting "Contact Us" below.

Please include your voucher number and if possible a screen shot of your bag including any error messages and the products you are trying to purchase.

No, you cannot use your perks vouchers to purchase a gift card.

Yes you can,howeverCotton On & Co. Perks rewardsvoucherswill be applied before other promotions. Thismay mean your basket valueisaltered before otherpromotions are applied.

You cannot redeem your voucher once it's expired. We make an effort to send email reminders along the way, and the rewards from your next purchase will go towards your next voucher.

Unfortunately, rewards vouchers cannot be transferred for cash, nor can you split a $10 voucher between two separate transactions. You will need to spend the whole $10 in one transactionand reach a minimum spend of $25 to do so.

You must reach a minimum spend of $25 before redeeming your Payday voucher.

Your vouchers will be emailed to you. The Payday Vouchers are emailed the day after you reach your spend and once your order has been dispatched from the warehouse if you're shopping online.

No, sorry. The gifts and discounts are our reward for you, so they cannot be transferred. Your friend can sign up and start earning rewards themselves online at cottonon.com/US/subscribe or by heading in store.

You don't need a membership card to earn rewards.

To earn rewards online, just use your perks email address at checkout.

To earn in-store, let the team member know that you have a Cotton On & Co. Perks account. They will then be able to link your sale to your account via your email address or mobile number if this has been added to your account.

The team in store can also issue a new card for you if you would like one.

Yes, you can earn points when you pay using a gift card.

No, you cannot earn points when purchasing a gift card.

You certainly can. You can both earn and redeem rewards on these items.

Cotton On & Co. Perks Members can earn points online at cottonon.com/US or in anyof our five Cotton On & Co brands stores in USA.

To earn rewards online, just enter your perks email address at checkout. You do not need to sign in. Your points will be added on dispatch.

To earn in-store, let the team member know that you have a Cotton On & Co. Perks account so that they can scan your rewards card or look you up with your email address to apply points to your sale.

You will be issued a $10 Perks Payday voucher for every $100 spent in-store or online across any of our brands.

We’re not able to mail out a member card however the team in store can issue one the next time you visit. You do not need a card to continue to earn points when shopping online.

To earn points online simply checkout using the email address registered with Perks.

You will receive a link to download your digital card in your Welcome email when you sign up to the Cotton On & Co. Perks program. Simply, click the link in the email to save your card and open in your Android or Apple Wallet. You can then scan in store to earn points!

Can't find your welcome email? Contact our customer service team via the "Send us an email"link below. Please include the email address linked to your Perks account.

You can click the ‘unsubscribe’ link at the bottom of any emails you receive.

You can also contact our customer service team to ask to be removed from the program by choosing the send us an email link below.

Promo codes can be entered via the my bag page by selecting "Apply a promo code" and entering the code provided.

Please note that promo codes are case sensitive.

My coupon/promotional code doesn't work

Code not applying? See

Having trouble with a promo code?

If your promo code won’t apply or you get an error message, checkwhether the following applies to you:

You’ve already used the code. Our promo codes can only be used once, so if you’ve ever used the code in the past then it won’t work again.

The items aren’t eligible. Check the terms and conditions of the code, and make sure the items in your shopping bag aren’t excluded items.

The code has been entered incorrectly. Whoops! The codes are case sensitive so enter it exactly as it is written and try again.

The code has expired. Check the expiry date of the code, as some of them run for a limited time or expire after a set period.

If you have checked all of the above and are still having issues with the code, we'll need to see a screenshot of your shopping bag that shows the promo code and all items in your bag. Pleaseuse the 'Contact Us' button below to report the website issue, and attach the screenshot to your inquiry.

"Change of mind" includes purchases you have made in error eg accidentally ordered the wrong size or colour, items that don't fit the way that you would like or unwanted gifts.

If your item is faulty please see our Faulty Returns Policy

Change of Mind Returns

If you change your mind about the products you have purchased from us online or in-store, we will refund the purchase price, or exchange those products in-store in the country in which they were purchased, subject to the following conditions:

Products purchased from any Cotton On Group retail or online store can be returned at any time by the customer with proof of purchase;

The returned items must not be earrings, cosmetics, charity items, seconds, samples customised/personalised items, gift cards or underwear (we will accept bras);

All items will be returned to the original forms of payment, otherwise an exchange or store credit will be issued;

Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);

You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return; and

Items purchased online can be returned in store with proof of purchase. In the case of online purchases, refunds will not include the cost of shipping, except as provided below.

Shipping costs may be refunded on faulty items only if the entire order is being returned and the customer provides proof of the shipping amount.

Returns Process

Head to your nearest store with your return and receipt

The team in store will confirm that our returns policy has been met and help you with an exchange or refund.

If your purchase was made online you may choose to return to our online store. Visit Online Returns for more information.

For corporate information, please visit us at cottonongroup.com.au

Online & store purchases can be returned in store provided they meet our change of mind or faulty returns policy.

RETURNS PROCESS

Take your item(s) to a Cotton On Group store in the country of purchase. To find your nearest store, visit our Store Finder

Provide the team member in store your unwanted item, proof of purchase and if you paid on card please bring the same card with you

Once the returns policy has been met, we'll offer an exchange or refund on the spot

Exchanges

Exchanges for the same item in a different size will not incur any additional charges. If the new item is a different product (including a different colour) and there is a price difference you may need to pay the difference or receive a partial refund.

Refunds

If you request a refund, the purchase price (excluding delivery charges for online orders) will be refunded to you using the original payment method so if you paid cash we can offer a cash refund. If you paid using a card, please bring the same card with you as we will refund back onto your card.

IMPORTANT INFORMATION

You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.

Shipping costs can’t be refunded in store or if there are other items listed on the original invoice that you aren't returning.

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

Yes, gift cards with a pin number purchased in USA from Cotton On Group stores are now valid for use online and in store.

Please note: cards purchased via a third party are not valid for online use. These cards will begin with "6375".

To redeem your gift card online you will need to enter your gift card number and pin at checkout.

How do I pay the balance if my gift card won't cover the full order?

Once you have applied your gift card you can choose to pay the remaining balance via Visa, MasterCard, AMEX, Paypal or Afterpay.

At the Cotton On Group, the environments in which our products are made, the people who make them and the materials used are incredibly important to us, and form a critical part of our commitment to operate ethically. We know that our responsibility goes far beyond selling clothes and we endeavour to use our size and scale of operations to have a positive impact on people, communities and the planet.

Learn more cottonon.com/thegood

Online purchases can be returned in store or online provided they meet our returnspolicy.Purchases made in store need to be returned in store, see in store returns.

Returns Process

Head to Submit a Request and choose the Start a Return option.

Provide your details and we'll contact you by email with further details.

Important Information

We are unable to offer an exchange via our online store, if you are after an exchange we recommend heading into store to make your return. 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.

Shipping costs can’t be refunded if there are other items listed on the original invoice that you aren't returning.

Free online returns available for USA domestic orders only.

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

Canadian Orders - $6.00

FREE for orders over $55

Orders will leave our warehouse in 1-4 business days

Delivery within 4-14 business days

Please note that we cannot ship to a PO Box. Please use a street address when placing your order to avoid delays

International Orders - $30.00

Orders will leave our warehouse in 1-4 business days

Delivery within 4-20 business days

Please note that we cannot ship to a PO Box.Please use a street address when placing your order to avoid delays.

For United StatesDelivery please see United States Delivery Information

For full delivery terms and conditions please see cottonon.com/US/delivery

Pick Up In Store - $2.00

(FREE for orders over $30)

Delivered from our warehouse to selected stores within 1-5 business days

Please note: uncollected orders will be cancelled and refunded after 30 days

Standard(UPS SurePost) - $6.00

(FREE for orders over $55)

*Please note that our warehouse processing time has been included in the below estimate.

State

Days to Delivery

AZ, CA

5 to 7 Business Days

NV, UT

7 business days

ID, WY

7-9 business days

CO, HI, NM, OK, OR, WA

9 Business Days

AK, MT, NE, TX

9 to 11 Business Days

AL, DC, DE, GA, IA, IN, KS, KY, MD, MI, MO, MS, NJ, OH, PA, TN, LA

Up to 11 business days

FL, IL, MA, MN, NC, ND, NY, SC, SD, VA, WI

11 -13 Business Days

AR

Up to 12 Business Days

CT, ME, NH, RI, VT, WV

Up to 13 Business Days

PR

Up to 15 Business Days

Next Day(UPS Next Day Air Saver) - $25.00

Next Day orders placed weekdays before 2pm PST will leave our warehouse on the same day. Orders placed outside of these times will leave the next business day.

Delivery within 1-2business days

Next Day delivery available to commercial destinations within the 48 contiguous states only

Please allow 3-5 additional business days for delivery to Alaska or Hawaii

**Please note that we cannot ship to a PO Box.Please use a street address when placing your order to avoid delays.

Express(UPSGround) - $9.00

$5 for orders over $55

Express orders placed weekdays before 2pm PST will leave our warehouse on the same day. Orders placed outside of these times will leave the next business day.

Delivery within1-5 business days

Please allow 3-5 additional business days for delivery to Alaska or Hawaii

**Please note that we cannot ship to a PO Box.Please use a street address when placing your order to avoid delays.

For International orders please see International DeliveryInformation

For full delivery terms and conditions please see cottonon.com/US/delivery

The answer to most of our frequently asked questions can be found here in our help centre.

Delivery & Tracking

Information on delivery times, fees and "Pick up in Store".

Ordering & Accounts

Information on updating your order, payment options, online accounts and email subscriptions.

Returns

Returns policy information and how to make your return.

Product & Store

Information regarding our stores and products, including our size guides, where to find further product details, Store to Door & how to get in touch with a store.

Perks & Promos

Information on using a promo code to place your order, Cotton On & Co. Perks and gift cards.

Contact Us & General Info

Information on our Foundation, ethics, contacting our recruitment or marketing teams.

Can't find the answer to your question?

You can contact our customer service team via chat by clicking the red help icon on the bottom right side of your screen.

Alternatively you can contact customer service by choosing "Send us an email" below or calling888 719 9755 (call charges apply).

Devoluciones defectuosas

Si los productos que has comprado son defectivos, estn descritos incorrectamente, o son diferentes de una muestra, cumpliremos con nuestras obligaciones legales en el pas en el que se compraron los productos.

Cambiar de parecer

Si cambia de opinin acerca de los productos que compr sobre el internet o en la tienda, le reembolsaremos el precio de compra o los intercambiaremos en la tienda en el pas en el que fueron comprados, sujeto a las siguientes condiciones:

Los productos comprados en cualquier tienda o en el sitio web de Cotton On Group pueden ser devueltos en cualquier momento por el cliente, con el comprobante de compra (recibo, extracto de cuenta)

Los artculos devueltos no deben ser trajes de bao, ropa interior, aretes, cosmticos, artculos de caridad, segundos, muestras personalizadas o tarjetas de regalo;

Todos los artculos se devolvern a las formas de pago originales o la alternative es poner un crdito con la tienda en forma de tarjeta de regalo

Los artculos deben estar en condiciones de venta original (sin usar, sin lavar o de otro modo sin usar con las etiquetas / etiquetas originales adjuntas);

Se le puede solicitar que proporcione detalles personales para devoluciones o intercambios. Estos detalles se usarn para procesar la devolucin; y

Los artculos comprados en el sitio web se pueden devolver en la tienda con un comprobante de compra. En el caso de comprasen el sitio de web, los reembolsos no incluirn el costo de envo, excepto segn se establece lo siguiente

Los costos de envo pueden reembolsarse por artculos defectuosos solo si se devuelve todo el pedido y el cliente proporciona una prueba del monto del envo.

TARJETA DE CRDITO RECARGO SOLAMENTE EN LOS ESTADOS UNIDOS:

El uso de American Express y Diners Club tendr un recargo adicional del 3\% en el pago total de su compra, debido a los costos de procesamiento bancario.

COPIA ESCRITA DE LA POLTICA - SLO NUEVA YORK;

En Nueva York, se puede solicitar una copia por escrito de la poltica de reembolso de la tienda.

Proceso de devoluciones (en la tienda)

Las compras de Supre & Factorie se deben devolver por correo para obtener un reembolso.

Lleve sus artculos a una tienda de la marca Cotton On en USA con los artculos que desea devolver. Para encontrar su tienda ms cercana, visite nuestro buscador de tiendas

Proporcione al miembro del equipo en la tienda su artculo no deseado, el comprobante de compra y, si pag con una tarjeta de crdito, traiga la misma tarjeta con usted.

Una vez que se haya cumplido la poltica de devoluciones, ofreceremos un cambio o reembolso en el acto.

Intercambios

Los intercambios por el mismo artculo en un tamao diferente no tendrn ningn cargo adicional. Si el nuevo artculo es un producto diferente (incluido un color diferente) y hay una diferencia de precio, es posible que deba pagar la diferencia o recibir un reembolso parcial.

Reembolsos

Si solicita un reembolso, el precio de compra (excluyen los gastos de envo de los pedidos en el sitio web) se le reembolsar utilizando el mtodo de pago original, o lo que se paga en efectivo, podemos ofrecerle un reembolso en efectivo. Si pag con una tarjeta, traiga la misma tarjeta que le reembolsaremos a su tarjeta.

Proceso de devoluciones (por correo x sitio de web)

Si su compra se realizpor el sitio de web, puede optar de mandar su envoi a nuestra direccion de web para obtener un reembolso. Las compras en la tienda deben devolverse en la tienda.

Dirgete a Enviar una solicitud y elige el formulario de Devoluciones y cambios.

Proporcione sus datos y nos pondremos en contacto con usted por correo electrnico con todo lo que necesita para devolver su pedido y obtener un reembolso.

Tenga en cuenta: las devoluciones en lnea gratuitas estn disponibles solo para pedidos nacionales.

Una vez recibido, procesaremos el reembolso y le notificaremos por correo electrnico. Su reembolso se le acreditar en los prximos 1 a 5 das, dependiendo del mtodo de pago utilizado para realizar su pedido.

Si el artculo devuelto no cumple con nuestra Poltica de Devoluciones y Cambios, su pedido ser enviado nuevamente.

If the products you have purchased from us are 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.

Can’t find your receipt? A bank statement will be fine. If you don’t have that, get in touch and we will do our best to track it down.

Returns Process

Head to your nearest store with your return and receipt

The team in store will assess the product for a fault and help you with an exchange or refund.

If your purchase was made online you may choose to return to our online store. Visit Online Returns for more information.

You can change your subscription to our emails at any time.

Click the ‘Unsubscribe’ or 'Update Profile' links at the bottom of one of our emails.

This will take you to the preference centre where you can update your details, change the brands you want to hear from or opt out from emails or our Perks program.

Selecting the brands you like

Untick the brands you no longer wish to hear from.

Choose Update to save your changes

Opting out of emails while staying a member of Cotton On & Co. perks

To remain a member of Cotton On & Co. Perks but opt out of emails select the following.

Please note: this will mean that we are unable to let you know when a new voucher is available for you via email however you can check this by contacting customer service at any time.

Choose Update to save your changes

Opting out of emails and Cotton On & Co. Perks

To opt out of all emails and cancel your Cotton On & Co. Perks membership select the following.

Choose Update to save your changes

You can return your Afterpay purchase in store for an exchange, or via post for a refund. Just make sure your return meets our Returns Policy, then follow the steps below.

To return your purchase for a refund:

Submit a Request

Select the Return Enquiries form and complete your details.

We’ll contact you by email with everything you need to return your order for a refund.

You can place your online order using any of the following options:

Visa

MasterCard

Paypal

Afterpay

ApplePay