Return Policy
A critical note on your shipping selection. When you opt for FREE SHIPPING (Without Tracking) at checkout, we supply a Proof of Shipping only. There is no way to follow your package’s journey, and the possibility exists that it may not reach you. Should 60 days pass without delivery, the matter is escalated immediately and your money is refunded in full, with no further questions. For orders exceeding $75, we strongly advise selecting STANDARD SHIPPING (With Tracking) so you can monitor your shipment every step of the way until it arrives.
Before You Return: Eligibility Check
Not every purchase can be sent back. A return is only possible for items bought directly from https://cottonfield.co. If you purchased through an authorized retailer, that retailer handles the return directly. We also cannot accept returns for:
- Goods acquired through other retailers
- Products you ordered incorrectly
- Items damaged through your own mishandling
Additionally, any product that has been personalized is ineligible for a refund or exchange. Returns presented without a receipt may be declined, and Cottonfield retains the right to refuse any return.
Scenario: You Changed Your Mind
When you wish to send something back, you have two overlapping windows to be aware of. You may contact us within 45 days from receiving your order to start the process. Separately, customers hold the right to apply for a return within 14 days after the product is delivered. To begin, reach out with your order number and the reason for the return. Our team reviews each request and, if approved, sends you the next steps.
Every returned item must arrive back with us unused, in the exact condition you received it, and inside its original packaging with all accessories, manuals, and documentation included. We cannot process a refund or exchange if the product shows stains, folded cards, or broken seals and plastic foiling. When the condition is not acceptable, Cottonfield reserves the right to deny the refund or exchange.
Scenario: The Item is Faulty or Wrong
Did a faulty unit arrive, or did you receive an incorrect product? Contact our Customer Support team and be ready to supply the following details:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In certain situations, a video or photo of the defect is required as proof before we can issue a refund or send a replacement.
Scenario: You Need to Cancel or Modify
If you need to adjust or cancel your order, notify us as quickly as possible with your order number and the change you want. We will confirm once the modification is complete. There are two cancellation paths to understand:
Once an order is placed, any cancellation is subject to a fee of 30% of the Total Price—this applies no matter how quickly you cancel, even a second later, because the merchant processor and credit card company charge us a cancellation fee. However, we also accept order cancellation before the product is shipped or produced, and in that case you receive a full refund. Please allow 2–7 days for that process. Once an order has been packed or shipped, it cannot be canceled under any circumstance.
The Refund Journey
When your return arrives, processing can take up to 14 business days from the day we receive it. We will email you a confirmation once processing finishes. For non-defective items, the refund excludes all shipping and handling fees.
All refunds go back to your original form of payment. If you used a credit or debit card, the refund is sent to the card-issuing bank within 14 business days of us receiving the returned item or your cancellation request. The time it takes for the credit to appear on your statement depends on your bank—please contact them directly for that timeline.
Separately, after we receive and inspect your return, we will email you a notification of receipt along with the approval or rejection decision. If approved, the refund is processed and the credit is applied to your original payment method within 3–15 days.
Who covers the return shipping cost? If the return is due to your own decision, you are responsible for the shipping fee based on the courier you select. If the return is due to our error—for example, the goods arrived damaged or incorrect—you will not bear the shipping fee.
Final Steps and Address
To obtain the correct return address, please contact our Customer Service at [email protected]. The return address is: FLAT/RM 705，7/F，FA YUEN COMMERCIAL BUILDING， NO.75，FA YUEN STREET，MONG KOK，KL，HONGKONG. Remember that custom-order or personalised items do not carry a right to a 14-day refund, and we cannot cancel an order once the product is already shipped out.
