Returns & Exchanges

RETURNS

How do I make an online return?

You are welcome to return Items within a 30 day period providing they are unwashed, undamaged and still have the tags attached. 

It's FREE to return! Print your returns label at home or at the Post office (via a QR code Royal Mail will email to you). To organise a return of an online purchase, please  visit our Cotopaxi UK Returns Portal  with your order number and details.

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 at Unify Brand Partnerships Ltd, 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.

Why are there no Exchanges?

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.

 Can you refund a different credit card?

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.

 Can I return part of my Allpa bundle?

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.

 When will my purchase be refunded?

Once your return has been delivered to us, returns are currently taking up to 14 days (and up to 20 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.

 Can I return an in-store purchase online?

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

Important

Cotopaxi takes no responsibility for returned items that do not reach us. We recommend you obtain postal insurance before sending the items. This does not affect your statutory rights.

For any other information or help you may need, please email us at ukllamas@cotopaxi.com and we will do what we can.