FAQ

Help, Support & More

Returns & Exchanges

You are welcome to return Items within 30 days of purchase providing they are unwashed, undamaged and still have the tags attached. 

To return an item, log into our  Cotopaxi UK Returns Portal  with your order number and email address.

Specify the items you wish to return and the reason code. Enclose your original Despatch Note within your parcel. Print your return label and attach it to the outside of your package or take it to your nearest Post Office for support. Drop your package off at your nearest postage point. Your package will be forwarded to our main returns warehouse where it will be processed within 10 business days.

Please ensure tags are still intact and that the items are unworn, unwashed, undamaged, and undeniably still beautiful, so we can give you your full refund. Items that are clearly dirty, stained, smelly, covered in pet hair, washed, and/or have obviously been used do not fall under this return policy.

If you did not make your Cotopaxi purchase from uk.cotopaxi.com, please return your product to the place you originally purchased it.

We’ve made an update to only offer returns now as this is a more user-friendly solution overall, and helps ensure our customers that they can get the right size, colour, or style faster than an exchange would have.

You can start the return process at Cotopaxi UK Returns Portal. If you’d like to get a different item, you can make a new order as soon as you want by opting for a refund to the original payment method.

Please feel free to contact us at ukllamas@cotopaxi.com if you need further help.

We aren’t able to refund to a different credit or debit card. If you are doing a return and the original card you used to purchase the item is no longer in working order (i.e. it's a visa gift card, it was voided, etc.), we will be able to refund you via a Cotopaxi gift card.

At the moment, there is no way to pick and choose which pieces of an Allpa bundle you can keep and return. If you’d like to return a single item of the set, you’ll have to return the full bundle you received and then place a new order through uk.cotopaxi.com. 

If you received a daypack with your bundle and you don’t like the colours, you can return the whole bundle and try your luck again by purchasing a new bundle OR you can return the whole bundle and place a new order with a daypack you select via one of our Del Dia choice pages. Items purchased outside a bundle will be fully priced and not discounted.

Once your return has been delivered to us, it typically takes 10 days (and up to 14 days during busier times) for your refund to be processed and sent to you.

If you opted for a refund back to the original payment method, it can take up to 10 business days for those funds to show in your account once the refund has been processed at our end.


If you did not purchase your Cotopaxi order from uk.cotopaxi.com, please return your product at the place you originally purchased it.

Order Requests

We aim to process and ship your order as quickly as possible. Once your order is processed, we are unable to make any edits or adjustments. This includes the items on an order.

If you placed an order in the last 12 hours contact us at ukllamas@cotopaxi.com and we will do our best to get that order cancelled and refunded so you can take another stab at placing your order.

If we can't catch it in time and the order does ship, you will need to initiate a return at Cotopaxi UK Returns Portal.

Just remember, we are not able to accept any returns or exchanges on final sale items.

We accept all major credit cards, PayPal, Google Pay, and Apple Pay (on Safari browsers only). You can only use one credit card on each order, that said you can use both a credit card and a gift card.  

If you attempted to place your order more than once, all attempts will show on your statement as pending charges. All declined charges will fall off of your statement within 3-5 business days. Funds were not withdrawn as the declined charge(s) was not successful.

If you haven’t received a confirmation email for a recent purchase, first check your spam/junk email folder. Sometimes the automated confirmation page is sent there. If you still aren’t finding it, check to make sure the email address connected to your payment method is correct. Sometimes payment methods such as Apple Pay and Paypal can autofill an old address.

Please contact us at ukllamas@cotopaxi.com if you are still needing help.

We have some pretty uniquely coloured packs to choose from! Sadly, we aren’t able to take colour combination requests at this time. All of our 'Del Dia' collection range are a “surprise” pack. If you select a surprise, a surprise pack in that style will be sent. 

Although we can’t take colour combination requests, the creative freedom rests in the hands of our partners in the Philippines. We gather the fabric leftover from other companies that would otherwise end up in a landfill. From there colours are chosen from what they have available making every pack unique and custom made.

Unfortunately, we aren’t able to refund to a different credit or debit card. If you are doing a return and the original card you used to purchase the item is no longer in working order, we will be able to refund you via a Cotopaxi gift card.

At this time, we don’t have an in-store pick-up system in place for online orders.

Shipping & Tracking

If the address is incorrect, please contact us at UKllamas@cotopaxi.com and we will do our very best to get it updated; however, there isn’t a guarantee we’ll catch the shipment in time. Going forward, please double-check your shipping address, especially if you have third-party accounts (i.e. Apple Pay, Amazon Pay, Paypal), that auto-populate your information. This is where most issues arise. Thanks!

We ship all UK orders out of our distribution partner Unify Brand Partnerships Limited in Cwmbran, Wales using Royal Mail.

Although our Royal Mail service does not deliver to P.O. Boxes or Military APO/FPO addresses. We will do our best to get your order to you.

Cotopaxi cannot guarantee delivery times once orders leave our distribution centre. Delays are possible with the carrier during transit.

PLEASE NOTE: Orders are not processed on weekends, meaning that any order on a Friday after 2pm will begin processing the following business day. Please be mindful of public and bank holidays.

Please see our Delivery information for full details on delivery services and expected times.

As fast as we can!

UK Standard Delivery will take up to 5 working days.

UK Express Delivery will be a little quicker and should be with you within 2-3 working days for orders placed before 2pm.

For orders placed after 2pm on Friday, orders will be processed on the next working day.

Excludes Saturdays, Sundays and Bank Holidays.

Our llamas are working hard to get your order to your doorstep!

What can you expect when you place an order? A tracking number to come your way in 2-3 days (during holidays and sales expect to see it towards the 3-4 day range).

Once your order ships, you should receive a tracking link to view the status of your package. If you do not get one, make sure to check your other emails and your junk, spam, and promotion folders.

Please contact us at ukllamas@cotopaxi.com if you can’t find this information.

Warranties & Repairs

Your gear is Guaranteed for Good. We will work with you to repair or replace your item. Our products are designed to last, but they are not indestructible. Adventures don’t come and go without encountering rocks, trees, brush, car doors, those beloved pets or the many other conditions that may harm your gear. Gear maintenance is a natural part of the Do Good lifecycle. To start your claim process, please email at ukllamas@cotopaxi.com. At our discretion, we will determine the best path forward, whether that’s a functional repair, replacement, or store credit due to a depleted inventory. Average turnaround time is 2-6 weeks, depending on the amount of work we have.

*** All products sent in for Warranty or Repair must be clean. Unwashed product will be returned to you without a resolution of your claim. Please be sure to empty all pockets of liquids, trash, personal items, etc. Due to health concerns for our employees, we are restricted by law from accepting items containing mould. If your item is received in this condition, it will be immediately destroyed and will not be replaced.

**Warranty does not apply to Sale / Outlet purchases.

Our Guaranteed for Good warranty guarantees the overall integrity and function of our products; however, it can't guarantee those products to be scratch free and looking perfect all the time. Our Allpa packs are made with 1000D ballistic nylon and covered in a TPU coating. The structural integrity of the pack comes from the ballistic nylon. The TPU coating on the front panel works great as an outer layer to provide a better look than plain nylon. A plus is that it's also a water resistant material. Our Allpa packs were designed to be a carry-on pack versus a checked luggage bag. You can absolutely check the bag but we all know how luggage can be handled at an airport. If you do have to check the bag, we recommend placing your Allpa in a canvas bag to help prevent future scratches.

If you're seeing some white showing through the scratches, that's totally normal! The white you're seeing is just the ballistic nylon showing through. If you're worried about the scratches, they shouldn't prove to be an issue. Because the function and integrity of the pack are still in place, the warranty won't come into play but we encourage you to #AdventureOn as your Allpa has a long life of travels ahead!

Products

Our Impact work starts with how we operate. That means taking ethics into account during every phase of a product’s lifecycle—from its design to its manufacture and sale.

Please visit our Factories page to learn more about our high standards and inspiring partners.

DOWN PRODUCTS: Spot clean by hand with cold water or use mild, eco-friendly detergent. We don’t recommend machine washing or drying, but it is a possibility. Down products must be washed in front load only machines. If you use a washing machine, take special care that it is on the most gentle, cold water cycle. Rinse completely and handle with care while wet. In most cases, you can hang dry the item.

For machine drying, start with 20-minute increments and make sure that your item is zipped up. Dry on the lowest heat or air fluff with 3-5 clean tennis balls to restore the loft. Your item may require multiple cycles to dry and re-distribute the insulation. Do not bleach, iron, or use fabric softeners.

OTHER: Spot-clean your products by hand with cold water or use mild, eco-friendly detergent. You can get a lot of grime, grit, dust, and dirt off of your pack, or apparel piece by simply dunking the item in colder water, then lightly rubbing the item around with your hands. This can quickly and easily get your gear looking new again!

We have some pretty uniquely coloured packs to choose from! Sadly, we aren’t able to take colour combination requests at this time. Your purchase will be a “surprise” pack.

Although we don’t take colour combination requests, the creative freedom rests in the hands of our partners in the Philippines. We gather the fabric leftover from other companies that would otherwise end up in a landfill. From there colours are chosen from what they have available making every pack unique and custom made.

Our Guaranteed for Good warranty guarantees the overall integrity and function of our products; however, it can't guarantee those products to be scratch free and looking perfect all the time. Our Allpa packs are made with 1000D ballistic nylon and covered in a TPU coating. The structural integrity of the pack comes from the ballistic nylon. The TPU coating on the front panel works great as an outer layer to provide a better look than plain nylon. A plus is that it's also a water resistant material. Our Allpa packs were designed to be a carry-on pack versus a checked luggage bag. You can absolutely check the bag but we all know how luggage can be handled at an airport. If you do have to check the bag, we recommend placing your Allpa in a canvas bag to help prevent future scratches.

If you're seeing some white showing through the scratches, that's totally normal! The white you're seeing is just the ballistic nylon showing through. If you're worried about the scratches, you can purchase some gear tape here to seal them off. Even without the gear tape, they shouldn't prove to be an issue. Because the function and integrity of the pack are still in place, the warranty won't come into play but we encourage you to #AdventureOn as your Allpa has a long life of travels ahead!

Product Comparisons

The Luzon 18L is your easy-going and spontaneous cinch top adventure buddy. It’s constructed with a hardy but lightweight ripstop nylon and has ultralight, mesh shoulder straps. Thanks to its roomy main compartment, zippered front pocket, and internal hydration sleeve, there is plenty of storage for all of your adventure needs. If you’re looking for more space, check out the Luzon 18L’s big brother, the Luzon 24L! The Luzon 24L features the same cinch style closure but comes with more space, two mesh water bottle pockets, and a zippered pocket on the back of the pack for shoes, muddy clothes, or a hydration reservoir. 


The Batac 16L is made from a lightweight, ripstop nylon making it a stowable pack perfect for hikes, trips to the gym, or daily use. The Batac has a zippered main compartment, vertical-zip front pocket, two mesh water bottle pockets, an internal hydration sleeve, and ultralight mesh shoulder straps. If you’re looking for more space, check out the larger Batac 24L!


The Tarak 20L makes a great daypack for someone who needs something a little more technical with a little more space. The Tarak features lash points along the front, a zippered bucket top protecting the cinch top interior from the elements, a zippered front pocket, an internal hydration sleeve, compression straps along the front, and a removable foam pad.

Looking for a travel bag for your kids or a diaper bag for a day out? Check out these packs!

The Tasra 16L is a great day pack with lots of internal compartments for organization. As one of our smaller packs, the Tasra is compact and lightweight while still large enough to carry the essentials for a day out with the kids or as a handy diaper bag. Check out this video on the Tasra! The Allpa 28L has a similar layout to the Tasra but boasts more space and organization for longer trips out of the house.The Taal Convertible Tote is great for quick outings. It features an internal water bottle sleeve and zippered pockets for organization. Check out this video on it!

We currently do not carry any waterproof products. Most of our products have a DWR (Durable Water Repellent) treatment making them water resistant.

Our classic Allpas will come in standard colorways determined by our product design team! Generally these colors are selected for each season/production run. Del Dia Allpas will not come in standard colorways but instead are completely unique, coming to us one of a kind and in random colors. Our partners in the Philippines have creative control for each individual pack making them each a work of art. 

To get a little more detailed, our classic Allpas will have a two layer front panel system - a nylon layer (840D Ballistic Nylon) underneath a TPU (rubber-like material) layer. Conversely, our Del Dia Allpas have a single Nylon layer. At the end of the day, it comes down to whether or not you’d like a one of a kind pack or a classic. 

When it comes to function and style, most other features will be the exact same. 

Impact & Sustainability

The grantees we select execute with excellence, have the capacity to scale, and continue to implement sustainable solutions that are generating positive results within their respective communities. Cotopaxi doesn’t accept proposals but actively sources organizations.

Please visit https://www.cotopaxi.com/pages/our-grantees to learn more. 

There are many amazing causes and events out there. We focus our giving on poverty alleviation initiatives around the world along with a number of initiatives running at the local level. Given the incredible volume of requests for support and partnership that we receive on a weekly basis, we are unable to provide sponsorships or in-kind donations and instead focus our resources on our strategic partners. That said, we certainly appreciate the depth of needs across the community and wish we could support all of the worthwhile programs out there!

Giving is core to the Cotopaxi model. We tie our earnings to impact by allocating 1% of annual revenues to the Cotopaxi Foundation. Simply put, the foundation boosts our grant-making, democratizes our impact, and helps us make a bigger difference in the communities we touch.

Learn more here: https://www.cotopaxi.com/pages/foundation 

“Courtesy of the courageous and measured leadership our team showed, Cotopaxi was able to turn an unprecedented global disruption into an opportunity. Not only did our business survive, it thrived.” Annie Agle, Director of Brand and Impact

Download our latest Impact Report here: https://www.cotopaxi.com/pages/impact-report

Our Approach: Impact starts with how we operate. That means taking ethics into account during every phase of a product’s lifecycle—from its design to its manufacture and sale. We’re into funky; we’re into sustainable; we’re into treating those who sew our products with respect. How do we do that? Each one of our factories agrees to a rigorous code of conduct, completes an audit or relevant certification, and agrees to help promote fair labor practices.

Learn more here: https://www.cotopaxi.com/pages/factories 

Developed by the Sustainable Apparel Coalition, the Higg Index is a suite of tools that enables brands, retailers, and facilities of all sizes to accurately measure and score a company or product’s sustainability performance.

Across topics such as corporate social values, supply-chain ethics, water use, carbon emissions, and labor conditions.

Cotopaxi is proud to have launched its HIGG module to align our design to our mission across the entire lifecycle of our products and always make sure we’re improving over time. You can learn even more about the HIGG Index by watching this video: https://youtu.be/rK-Or8yIffU 

We’re proud to say that from an early age Cotopaxi has been part of the B Corp community, a group of companies focused on using the power of business as a force for social, environmental, and economic good. The B Corp model provides best-in-class standards and processes that help us ensure we are always fulfilling our mission and elevating our work.

Learn more here: https://www.cotopaxi.com/pages/b-corp-certified

What does Climate Neutral Certified mean? Climate Neutral (CN) is a nonprofit organization that assists brands in measuring their carbon footprint and becoming 100% carbon neutral. With CN's help, we've undergone the process of measuring our carbon footprint and working to offset those emissions.

We made it, but won’t stop there! Learn more about our journey here: https://www.cotopaxi.com/pages/sustainability

Cotopaxi has committed to creating products free of animal products like leather, fur and wool.  All of our products are vegan aside from our products that use down. Currently, our only products that contain down are our Fuego and Solazo jackets. The down is RDS certified, ensuring that down and feathers come from animals that have been treated ethically.

Miscellaneous

Better question, why not!? This video below should give you a peek into our llove for llamas! https://www.youtube.com/watch?v=Dk44J2Ai4F0