Cotton On

Us In a Snapshot
To ‘Cotton On’ to something means to understand or discover the potential of a great idea.
As a Group, we’ve always believed in big ideas matched with a fierce will to bring them to life.

In 25 years, the Cotton On Group has grown to become Australia’s largest value fashion group, with seven brands in 18 countries across the world, driven by a team of over 22,000 passionate people, and growing.  Central to this is the lifeblood of our organisation and the Group’s philanthropic arm, the Cotton On Foundation.

Our Vision
Our vision is to be one of the most loved brands in the world.
As a Group we believe in big ideas matched with a fierce will to bring them to life.

We share a genuine belief in ourselves, each other and our ability to get things done. When we put our minds to something there’s no stopping us. Today is full of opportunities and new ideas.Tomorrow, anything is possible.

Our Organisation
The Cotton On Group is made up of a very diverse and talented team of people who are optimistic, passionate, innovative and experts in their fields.
The Cotton On Group is committed to creating meaningful and long term careers for our people. We take great pride in our ability to attract and retain a strong and diverse workforce across many disciplines including design, marketing, ecommerce, supply chain, visual merchandising, retail operations, store development, technology, innovation and management.

Our Facebook House Rules
We don’t like setting rules, but there are some simple guidelines which we’d like our community to keep in mind when interacting with us on social media.

-Comments and discussions
Please keep discussions positive and any criticism constructive.

Personal attacks, offensive/hateful language or stuff you wouldn’t want your mother to see may be removed by the Cotton On team.

-Share the good stuff!
We love seeing what our community shares with us, your ideas, and your passion. Please share with us what you love, your thoughts, your feedback, we want to get to know you better!

-We’re here for you
Our social media team is online Monday-Friday 8.30am to 5.30pm AEDT. We aim to respond to any feedback received within 24 hours. If you need to get in touch with us urgently, please visit http://help.cottonon.com/hc/en-us

Delivery Costs
Standard Shipping within Australia: AUD$10 (or FREE for orders over $55!)
Express Post within Australia: AUD$14.95
New Zealand Shipping: AUD$10 (or FREE for orders over $55!)
Rest of the world shipping: AUD$40
Customs and import charges: Depending on the value of your order and the destination country, you may be charged import or customs charges. These charges are imposed by the destination country and we are not able to control or estimate any applicable fees or charges. Any applicable charges are the responsibility of the person receiving the parcel, and are not included in the cost of delivery. Please check with your country’s customs service if you need more information.

For details on delivery times or how to track your order visit our help centre.

How long does delivery take?
How can I track the delivery of my order?

DELIVERY CONDITIONS
Next business day delivery to roadside addresses and offshore islands within these zones is not guaranteed. For any updates to expected delivery times, please refer to the Australia Post website.
All orders sent within Australia require a signature on delivery. If you are not available to sign for your order, Australia Post will leave a note with instructions for pick up from a designated post office. If you are an Australia Post My Post customer you may be contacted by Australia Post prior to delivery offering their Safe Drop service where you waive the requirement for a signature. Note: if you elect to use this service, the agreement is between you and Australia Post, and Cotton On takes no responsibility for any lost or damaged items due to the use of this service.
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
Please note that international orders (including to New Zealand) cannot be delivered to Post Office boxes.
If any items in your order are out of stock at the time your order is packed, we will notify you via email and refund you for those items.
Nail polish, flammable items and some consumable items cannot be shipped internationally. You can find more details on the United Postal Union Convention website.
Customs and import charges for international orders: Depending on the value of your order and the destination country, you may be charged import or customs charges. These charges are imposed by the destination country and we are not able to control or estimate any applicable fees or charges. Customs and import fees are the responsibility of the person receiving the parcel, and are not included in the cost of delivery. Please check with your country’s customs service if you need more information.

OUR RETURN AND EXCHANGE POLICY

CHANGED YOUR MIND?
If you change your mind about the products you have purchased from us (it happens, you’re human), we can refund the purchase price or exchange those products in the country in which they were purchased subject to the following conditions:

Item(s) must be returned within 30 days of purchase, together with proof of purchase.
Items from the Cotton On Kids Baby and Cotton On Kids Swimwear range can be returned up to 60 days from the date of purchase, subject to all other terms and conditions in this policy.
Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached. Returns for swimwear will be accepted if the protective gusset and labelling have not been removed. Underwear, earrings and cosmetics cannot be returned or exchanged because that’s gross!
Gift cards, personalised products, sale, clearance and seconds items are not eligible for a refund or exchange if you change your mind.
If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above, so make sure you post it back to us in good time.
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.
Please note: Items must be returned to a Cotton On Group store that stocks the brand you want to return.

RECEIVED SOMETHING FAULTY?
If something is faulty or incorrectly described or different from the sample shown (first of all, sorry, this is our bad) we will happily meet our legal and good natured obligations 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.

Shipping costs can’t be refunded if there are other items listed on the original invoice that you aren’t returning. That’s fair, right?

HAVE QUESTIONS?
For details on how to return your purchase visit our Help Centre

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

Processing your order
Express delivery
If you place an express order before 2pm AEST (Monday to Friday), your order will be dispatched from our warehouse the same day. If your order is placed after 2pm or on a Saturday or Sunday, it will be processed and dispatched the next working business day.

Standard delivery
All orders with the Standard shipping option will be processed and dispatched from our warehouse within 1-4 business days. Our warehouse is a Monday to Friday operation, subject to Public Holidays.

Please note standard and express delivery times are additional to these time frames, and vary from region to region. Please reference our delivery notice for your expected delivery time in your region.

Gift cards

Gift cards will be available to purchase in our new online store very soon. In the meantime, you can still purchase them online using the button below. Please note that it will be a separate transaction and you won’t be able to add it to any items you may currently have in your cart.