RETURNS, REFUNDS & EXCHANGES
RETURNS
THE COTTON return policy lasts 30 days. If you are not fully satisfied with your purchase then you can return it to us in a resalable condition and we will exchange it or refund it, whatever you choose - exclusions apply. Since all our Products are delivered in luxury packaging, the original boxes are considered part of the products, and must be returned in their original condition, within protective packaging. We want all our customers to be happy with their purchase - If you're not happy with the product then you don’t need to explain it to us but we would genuinely like to know why so that we can improve things - but that's fine if you don’t want to inform us.
If 30 days have gone by since your purchase, we don't promise a full refund. But talk to us if you're unhappy. We still want to fix it as we don’t want you to be unhappy with your purchase.
To complete your return, follow the instructions on the Return Card in your box - or write to us at returns@the-cotton.com.
Follow the instructions on the packing slip enclosed with your order, which includes a guide to the cost of postage and a detachable label with our address on it. Please complete and enclose the Returns Form indicating whether you would like an exchange or a refund.
If you no longer have the packaging slip, just send us a brief note with your name, address, postcode and contact number. Make sure you tell us whether you would like an exchange or refund. It would also be helpful if you could tell us why you are returning the item so that we can improve our service.
REFUNDS
Once your return is received, inspected, and processed then we will send you a confirmation email to notify you that your return has been processed. Assuming it is less than 30 days since your purchase and it is in a resalable condition, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. We'll process things at our end within 7 working days, usually much faster. It can take further 3 to 5 working days (Monday to Friday, excluding bank holidays) for banks to show the refund on your account. This time period is dictated by your bank and is out of our control.
If you have not received your refund and it has been 15 working days after you returned your item/s, please contact our customer services team at customer.service@the-cotton.com.
We offer refunds on sale items too, no matter how big the discount is.
EXCHANGES
If you need to exchange for a different colour or size send us an email at returns@the-cotton.com. Once an exchange has been agreed you need to follow the normal return process (as mentioned above) to return the original item.
Please Note
- Products excluded from Exchange and Refund policy:
- Due to hygiene and health reasons we do not exchange or refund boxer shorts.
- Gift cards are not refundable.
- Clothing which is not in resalable condition – Extra care must be taken when trying on clothing, please ensure you are not wearing any fragrance or deodorant that may leave a scent or mark. Items should be returned unwashed in the original packaging.
- Postage charges for returning goods back to us are your responsibility. So please use your own shipping label. We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us.
- Please retain your proof of postage until you have received your refund.
- We don’t refund the original postage and packaging charges.
