My order hasn’t arrived yet, what should I do?
New Zealand Orders
Click & Collect: If your order has not arrived in store 4 business days after your order was placed please contact them using Chat or the web form.
Standard Delivery: If your order has not arrived after 11 business days please check your tracking details for updates online via the Toll website or contact Toll on 0800 865 569.
What if I got a faulty item?
If the products you have purchased from Cotton On are faulty, wrongly described or different from a sample shown, then they will meet their legal obligations in the country in which the products were purchased.
How can I track the delivery of my order?
Once your order leaves their warehouse, you’ll receive an email with a tracking number that can be used to check your parcel’s progress.
New Zealand Standard Delivery: Orders are shipped via Toll and can be tracked via the Toll website.
International Orders: Orders are shipped via UPS and can be tracked via the UPS website.
Can you update my delivery address?
Yes, but only if they can catch the order in time. If the order has progressed too far and they can’t make an update you may be able to update by contacting Toll for further assistance.
Can you update the items or sizes in my order?
Cotton On can’t change the items or sizes in your order once it is placed, but if you give them a call they can see whether it’s possible to cancel the order so you can place it again. If you have ordered the wrong size or want to change any items in your order, head to Online Returns for details on how to return.