We alway want our customers to be happy with their purchases however if you are not satisfied you can return any item within 14 days of receipt providing it is unused and in its original packaging. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
We will be happy to exchange the item for a replacement or to make a refund using the same payment method which was used when you made your purchase. We are not able to refund any postage charges but we will charge for sending any exchange items by post.
Once your return has been received by us it can take up to 14 working days to fulfill your request. Returns are dealt with in the order in which they are received. When we have dealt with your return/exchange we will confirm this to you by email (provided your details have been provided to us). If, after sending your return to us, you have not received our email confirmation within 14 working days, please contact us at firstname.lastname@example.org
Please remember that it can take five to ten days after we have processed a refund payment for it to appear on your bank statement.
HOW TO MAKE RETURNS / EXCHANGES
All parcels are returned at your own cost. Enclosed with your parcel is a delivery note and returns slip, please complete this with the details of the item(s) you are returning and enclose this with your returned parcel. If you no longer have your returns slip, please contact us at: email@example.com . Any items returned without a returns slip or the returns slip is not completed your order number may not be refunded.
Before returning any undamaged or non-faulty items to us, please ensure they are in the same condition as when you first bought them, the tags are still attached and they are in their original packaging. Please ensure you have taken reasonable care to make sure that items are re-packaged adequately and not likely to get damaged in transit. Please include original packaging where possible.
For UK returns, we recommend sending returns through Collect+. You can print off a Collect+label here
Should you not wish to use Collect+ we strongly advise you obtain a free certificate of postage from the Post Office as we are only responsible for your parcel once it has been received at our address below. Items lost in transit will not be treated as returned.
Should you request to exchange a product and the product you require is still available we will exchange it for you (postage charge is charged at £2.95 for standard second class delivery). If the new item you require costs less than the one you have returned we will refund you the difference. If it costs less than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you provide contact details so we can get in touch with you to arrange this.
Please send your return(s) to:
Cotton and Company Ltd
PRODUCTS PURCHASED FROM ONE OF OUR STOCKISTS
Please get in touch with the stockist you purchased from (make sure you have your original receipt). They will let you know what their returns policy is. If you require a telephone number for a store please let us know.
FAULTY / INCORRECT ITEMS
We are always very disappointed on the rare occasions our customers receive a faulty item. If you believe an item is faulty, please contact us via email at firstname.lastname@example.org
We can then advise on whether it should be returned (or not) and make sure other items are not affected. Should you need to return the item we will refund any standard second class postage on a faulty item. We strongly advise you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received at our address. Items lost in transit will not be treated as returned.
Please take extra care to read our Product Care Information Page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
In the unlikely event, the item you received is not what you originally ordered please contact us as soon as possible (and within 14 days of receipt), we will then advise on how to proceed with the return.