FAQ's

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 delivery postal code.

Select the items you wish to return and the reason. Enclose your original dispatch note within your parcel or the printable returns form. 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 (excluding weekends and public holidays).

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.

We recommend to keep hold of your proof of shipping until your return has been processed. If you have not received an update on your return after 10 business days following delivery to us, please reach out to ukllamas@cotopaxi.com with your order number and proof of shipping so we can look into this for you.

Please note during promotional and holiday periods it may take a little longer to process your return, though we always aim to remain within the timeframe above.

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

You can exchange items for a different size or new random Del Dia pick if you don't love the colour pack sent to you. We unfortunately cannot exchange between different styles or colourways of items.

To arrange an exchange of your item, please visit the Cotopaxi UK Returns Portal. To get started please enter the order number and delivery postal code. Select the item to exchange and follow the prompts to confirm the new item needed.

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

Got a sweet gift with your purchase but have to return some other items? If you fall beneath the promotion threshold after returning an item/s, you will need to return the freebies as well. Just make sure you select the promotional item when initiating your return on the Cotopaxi UK Returns portal.

If you’d like to keep the gift but fall below the promotion threshold, we can deduct the cost of the free item from your refund. If the item is not returned with your order, where applicable, we will automatically process the deduction from your refund.

No need to worry if you are returning the item for credit or an exchange, the order still qualifies for the free gift and there is no need to return.

If you simply no longer want the item then you can of course return it via the portal as normal. There won't be any credit, discount or refund applied for returning a free gift but it will be sent on to someone looking to take it along on their adventures!

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.

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.

Where a refund has been requested on an order paid using a gift card either as part payment or in full, the refund will be returned to the gift card for future use. We recommend keeping hold of your gift cards details until expiry.

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

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

We're really quick at processing and packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

However, you can return any unwanted items from your order once received using the Cotopaxi UK Returns Portal.

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.  

Important Mobile Payment Notice

Please ensure that your mobile payment service (Apple Pay, Google Pay etc) has the correct shipping address as this cannot be amended once your order is placed.

Unfortunately, fraudulent websites are a constant front on which we're trying to protect our valued customers. If you think you may have fallen victim to a fraudulent Cotopaxi website,visit our dedicated pageto find out more on how you can report the website and attempt to reclaim your money.

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 picked at random by our dedicated warehouse team.

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. Colour combinations will vary to any images shown, this depends on the fabric available for the season or batch.

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

Currently we are only able to ship within the UK; including Northern Ireland, the Scottish Highlands and Channel Islands.

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing shipping addresses or payment methods.

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

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 where our warehouse and offices are closed.

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

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.

It is not entirely uncommon to see a tracking link without an update after a couple of days after shipping, but the good news is, we almost always still see orders delivered within the shipping time frame despite a delay along the way!

For full shipping time frames please see by delivery service here.

If the tracking for this parcel has not updated over 24-48 hours past this window, please confirm with us so we can look into this.

Please note; there can be a delay to delivery where re-routing to a collection point is made or if there has been an issue with the address provided. Please follow the tracking and provide any additional information requested to the courier. If this is not provided or the item is not collected within the timeframe, the item will be returned to us. Once received we can either resend to updated details or we can process a refund for the items.

Items can be returned to us by the courier for several reasons including address/ access issues, or if the item has not been collected within the designated time frame.

When an order is returned to us by the courier, it’s sent back to our warehouse along with other customer returns and processed with the same team. How long it takes before the parcel is received depends on the courier and the reason for return.

Once received we will work to get the item/s resent or refunded as soon as possible. Please let us know your order is on its way back to us so we can update details/ change address as needed.

Any items received and no further instructions have been confirmed, we will automatically process a refund for the item/s.

Your gear is Guaranteed for Good, we are committed to making gear that is as durable and sustainable as possible. Should you experience any problems with your gear, we will work with you to make this right. Keeping sustainability in mind, this could be a repair or replacement of your item if we feel the item hasn't lived up to expectations. This includes manufacturing faults on seams and zips that directly impact the length of the product’s functional lifetime.

Materials will deteriorate and fade over time, and moving parts, like zippers, buckles, snaps, and wheels will wear with use. This lifespan will be determined at the reasonable discretion of our Warranty & Repairs Team. Factors considered include, but are not limited to:

• Type of product, material, and intended use
• How it was used, and the nature of the issue
• Age of the product

There's no need to register your gear for warranty. Simply keep a copy of your receipt and send it through to us with a description of the fault, should you need to make a warranty claim.

If purchased from a Cotopaxi authorised retail partner, please contact the partner to make your warranty claim.

What’s not covered

• Dirty or unwashed items. Please clean your item before sending it in or it will not be accepted***
• Pilling, abrasion, pinholes, or other cosmetic wear and tear that does not affect the function and
  performance of the product
• Rips, punctures, and burns (e.g., from a campfire) caused in the field or from normal wear
• Products that shrink or are damaged when laundered contrary to our care instructions
• Damage resulting from animals (e.g., your dog chewed up your hip pack)
• Accidental damage, including the use of sharp blades when opening packages
• Lost, stolen, or damaged during personal trips or while traveling
• Logos or decals that peel partially or in full

For products that are covered by repair or warranty, please contact us to authorise a return before being sending your gear to us. We cannot accept a warranty return without prior authorisation. Please contact
us via our email at ukllamas@cotopaxi.com with the order number, a brief description with some pictures of the issue. Our team can then review and confirm next steps for your claim.

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.

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. We can arrange to get your damaged item repaired for a pre-arranged fee from our repair centre.

*** 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.

International customers should work with the retailer where the product was purchased to resolve any warranty claims.

We are only able to process warranty claims for items purchased directly on uk.cotopaxi.com with a valid proof of purchase.

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!

The fabrics we use are down proof, but there are situations in which the down will appear to be leaking through your fabric. This is because the down that we use is (usually) a mix of 90% down and 10% feathers. The feathers within the down have sharp quills and these are the bits that can work their way through the fabric or the seams of the baffles. 

A small amount of down escaping through the fabric or through any seam line is expected and common in any down garment, particularly early on. Down is exceptionally fine and can work itself through small openings. If you do see some down or a feather poking through the fabric do NOT pull it through the fabric.

Try to pull the down or feather back inside the jacket and then gently rub the area between your fingers. Pulling the cluster through the jacket may cause an even bigger hole to develop. Gently rubbing the area where the down or feather was poking through will move the fabric strands back together, helping to seal up the opening. 

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.

Every piece of gear encounters dirt, odors, or stains eventually. Taking care of your gear is part of the adventure—and helps it last even longer. Most issues can be solved with quick action, gentle products, and the right technique.

A few things we need to emphasise–

• Just because you wore it once does not mean you need to clean it. Down insulated products especially, only need to be cleaned a few times a year under normal use. 
• DO NOT MOVE to the dryer unless you are certain the stain has been removed. Once heat hits, it will be nearly impossible to fully remove.
• More is not MORE when working to remove stains, slow and steady will win the stain removal race.

General guidelines

- Use a front-load washer only
- Wash with cold water on a gentle/delicate cycle
- Use mild, eco-friendly detergent
- No fabric softeners, bleach, dry cleaning, or ironing
- When drying, opt for low/no heat or air dry depending on the item
- Always close zippers, snaps, and Velcro before washing

Do not machine wash. Spot-clean your products by hand with cold water and mild, eco-friendly detergent. You can get a lot of grime, grit, dust, and dirt off your pack 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!

You can also spot clean stubborn or sticky areas with lukewarm water, a mild detergent, and a clean soft bristle toothbrush. For greasy spots, a dab of dish soap works.

• Front Load Washer only
• Mild, Eco-Friendly Detergent
• Machine Wash cold, gentle/delicate cycle
• No heat or low heat drying
• No Fabric Softeners
• Do Not Dry Clean
• Do Not Bleach
• Do Not Iron

• Front Load Washer only
• Mild, Eco-Friendly Detergent
• Machine Wash cold, gentle/delicate cycle
• Hang to Dry is recommended to preserve stretch and performance
• No Fabric Softeners
• Do Not Dry Clean
• Do Not Bleach
• Do Not Iron

Includes Teca Calido, Cielo, Fleece & Capa.

• Wash sparingly and separately. Gentle, gentle, gentle is the way to go.
• Close all closures before washing
• Front Load Washer only
• Mild, Eco-Friendly Detergent
• Machine Wash cold, gentle/delicate cycle
• Tumble Dry Low
• No Fabric Softeners
• Do Not Dry Clean
• Do Not Bleach
• Do Not Iron

Includes Fuego, Calidez and Solazo.

• Wash sparingly and separately.
• Front Load Washer only
• Mild, Eco-Friendly Detergent
• Machine Wash cold, gentle/delicate cycle
• Tumble Dry Low with 2-3 tennis balls or better yet eco-friendly dryer balls to restore loft. Dry thoroughly; it may take 2-6 dryer sessions each at 30 minutes
• Never heat-dry visible stains
• No Fabric Softeners
• Do Not Dry Clean
• Do Not Bleach
• Do Not Iron

Includes hats, scarves and gloves.

• Front Load Washer only
• Mild, Eco-Friendly Detergent
• Machine Wash cold, gentle/delicate cycle
• Lay flat to dry - placing them on top of a running dryer can help speed things up
• No Fabric Softeners
• Do Not Dry Clean
• Do Not Bleach
• Do Not Iron

- Wearing once doesn’t mean it needs washing! Especially true for down items, which should only be washed a few times a year under normal use.
- Stain still visible? Don’t dry it yet. Heat sets stains and makes removal nearly impossible.
- Use minimal product. A little dish soap or vinegar goes a long way.
- Test stain solutions on small areas first. Especially if using rubbing alcohol, which can damage certain coatings.

- Tough stains: Mix dish soap 1:1 with water. Spray, scrub gently.
- Oil-based (butter, SPF, mayo): Apply dish soap directly.
- Stubborn (grease, ink, wine): Dab with rubbing alcohol using a cotton ball. Try 1:1 mix of dish soap and club soda.
- Odors (skunk, cat pee): Soak in mild detergent + vinegar for 20–60 min. Scrub smelly areas gently.

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 as one-of-a-kind pieces and in random colours. 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 exactly the same. 

From 2025 our Allpa Travel Packs were redesigned. Now with many new features and upgrades on our 28L, 35L and 42L packs.

This includes:

• New front zipped pocket for small personal items
• 100% recycled 840D TPU-coated nylon front panel, this is water-resistant and 2 x more durable and scuff-resistant
• Improved back panel construction for better breathability, support and comfort
• Tuckable waist strap instead of removable with significantly better weight distribution and support
• Air mesh shoulder straps for comfort
• Roller-compatible luggage pass-through strap in back panel
• Exterior stretch water bottle pocket

Some common questions we get asked:

Why no rain cover? TPU is water-resistant meaning the rain cover is not needed in most cases. Inline with our pledge to reduce fabric waste we've opted to make these a separate item which can be purchased as needed. These can also be used on all our packs with size options available.

What about scuff marks? Previously our packs were designed with a white nylon panel underneath a coloured TPU coating and were subject to cosmetic wear during use. Our redesign means the colour now comes from the base fabric and is protected with a durable TPU coating.

What happened to the external shortcut zipper? We re-routed the internal zippers toward the outside of the pack making it easy to access your items without needing this zipper.

We’re excited to announce the newest addition to our Core Grant portfolio, Water1st. 

Working in the WASH (Water, Sanitation & Hygiene) sector, Water1st helps build permanent water and sanitation systems for the world’s most vulnerable communities.

Their main focus is ending the “walk for water,” the deceptively pleasant name for the many miles it takes people in rural communities around the world to carry water to and from their homes every day (often more than once), simply to have enough to cook, drink and bathe. This walk disproportionately affects women and children, who literally lose hours of their day to collecting water, very often affecting their ability to go to school, earn a living, and otherwise thrive. 

Water1st is truly world class when it comes to project quality and building community buy-in, both of which are critical when it comes to WASH, as over 50% of all clean water projects fail within the first 1-3 years.

We are supporting their work in Lempira, Honduras, a rugged, remote and beautiful region of the country which would certainly put our gear to the test.

For more information click here.

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 

Doing good is built into our DNA—from how we design gear to how we run our business. As a certified B Corp and Public Benefit Corporation, Cotopaxi is committed to proving that growth doesn’t have to come at the expense of people or the planet.

We track our carbon footprint annually, prioritize responsible sourcing, and work closely with suppliers to reduce emissions. We’ve committed to reaching net-zero carbon by 2040 and are pursuing a new science-based target in 2025. Alongside our global giving efforts, we’re also advocating for stronger laws that hold businesses accountable for their impact.

Explore how we’re working to build a more just, regenerative, and interconnected world in our latest 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 

Cotopaxi is both a certified B Corp and a registered Benefit Corporation (PBC).

A Benefit Corporation is a legal business structure that requires companies to consider their impact on society, the environment, and their stakeholders—not just shareholders. This means Cotopaxi is legally committed to balancing purpose and profit in everything we do.

As a B Corp, Cotopaxi has met rigorous third-party (B Lab) standards of social and environmental performance, accountability, and transparency. Being part of the B Corp community connects us with like-minded businesses and provides best-in-class frameworks that help us measure, manage, and improve our positive impact over time.

Together, our Benefit Corporation status and B Corp certification ensure that Cotopaxi remains focused on using business as a force for good—delivering meaningful benefits to people and the planet while creating quality products.

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 is committed to creating products free from animal-derived materials like leather, fur, and exotic skins. While the majority of our line is vegan, we do offer a small but growing selection of products made with RDS-certified down and Merino wool.

Our down-insulated offerings now include the Fuego collection (jackets, vests, mittens, overalls, and blanket), as well as the Solazo, Repleto, and Alivio jackets and vests. Though these make up a small percentage of our overall assortment, every down-filled product is made using Responsible Down Standard (RDS) certified materials, ensuring that the animals involved are treated ethically and humanely throughout the sourcing process. Learn more about our down sourcing here.

Merino wool is used sparingly in our line. As of 2025, only the Libre sweaters and Cotopaxi x Bombas socks include Merino in their fabric blends. We source exclusively from non-mulesed suppliers and follow strict animal welfare guidelines to ensure humane treatment and care.

Merino wool is a natural, biodegradable, and durable fiber. It breaks down in soil within months, helping to reduce microplastic pollution while supporting product longevity and waste reduction.

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