If you have any questions or concerns, our team is here to help seven days a week. Reach out to us at hello@kotn.com and we’ll get back to you as soon as possible.
Return Policy
Canada & US
Refunds: You have 15 days from the delivery date (online orders) or purchase date (in-store) to return eligible items for a full refund to your original form of payment.
Exchanges & Store Credit: You have up to 30 days to request an exchange or store credit. After 15 days, refunds are no longer available, but exchanges or store credit will be offered within the 30-day window.
United Kingdom
Refunds: You have 30 days from the delivery or purchase date to return eligible items for a full refund, exchange, or store credit.
International Orders
At this time, we do not offer returns, exchanges, or store credit for orders shipped outside of Canada, the US, and the UK.
Final Sale Items
All sale items, socks, intimates, hats, gift cards, and third-party products are final sale and not eligible for return or exchange.
Return Conditions
- Items must be in original condition, unworn and unwashed, with all tags attached.
- Bedding must be returned in its original packaging, including the drawstring pouch.
- For online purchases made in Canada and the US, refunds, store credit, and exchanges are processed once the item is scanned in transit after being dropped off for return.
- For purchases made in the UK, refunds, store credit, and exchanges are processed once items have been received at our warehouse.
Return Methods by Region
Canada
In-store purchases: Items purchased in-store can be returned in-store or by mail.
Online orders: Items purchased online can be returned by mail or in-store at any Canadian Kotn location.
US & UK
In-store purchases: Items purchased in-store can only be returned in-store.
Online orders: Items purchased online can only be returned by mail.
Returns can only be processed in the country where the original purchase was made.
How to Start a Return
Canada & US: Visit returns.kotn.com to start your return and access a complimentary shipping label.
UK: Visit returns-uk.kotn.com to start your UK return and access a complimentary shipping label. We only allow one prepaid Royal Mail return label per UK order.
In-store: Online orders can be returned at any Canadian Kotn location with your item and proof of purchase. US and UK stores are unable to process returns for online orders.
Please note: Use the designated shipping label provided for each return request. Combining items from more than one order into a single package may delay your refund or affect your eligibility for one. To consolidate returns into one shipment, email us at hello@kotn.com.
Kotn reserves the right to refuse returns that do not meet our policy. Please review the Final Sale section above before submitting your return.
Damaged or Incorrect Items
If you received a damaged or incorrect item, please contact our team at hello@kotn.com and we’ll be happy to help.
Missing Items in a Return
If your return is received and items are missing from the package, we reserve the right to adjust the refund amount accordingly. To ensure a smooth return process, please confirm that all intended items are included before shipping your return.
If you believe there has been an error or an item was accidentally omitted, please contact our Customer Experience team at hello@kotn.com with your return tracking number and details as soon as possible.
Do You Offer Price Adjustments?
We do not offer price adjustments.
Are Any Purchases Final Sale?
All sale items, socks, intimates, hats, gift cards, and third-party products are final sale and not eligible for return or exchange.
Promo Items
Items purchased using a promo or discount code (online or in-store) are eligible for return or exchange in accordance with our standard return policy.
Does My Gift Card or Store Credit Expire?
Gift cards and store credit never expire and can be used in-store or online. Gift cards may only be used in the country where they were originally purchased. We are unable to replace lost or stolen gift cards or store credit.
When Will I Get My Order?
Once your order has shipped, delivery times will vary depending on your location. Please note that UPS carriers in Canada and the US do not deliver to P.O. boxes, while Canada Post and USPS do.
Estimated Delivery Times
- Canada & UK: 2–7 business days
- US: 4–10 business days
- International: 5–12 business days
Shipping times may take longer than estimated due to carrier delays, so we’re unable to guarantee an exact delivery date. For the most accurate delivery information, please use the tracking link provided once your order has shipped.
How Can I Track My Order?
Once we receive and process your order, we’ll email you a confirmation along with a tracking number and link. Tracking numbers may take 24 hours to go live once the package has shipped from our facility.
What Countries Do You Ship To?
We ship to destinations globally. Our website is currently available in Canada, the US, and the UK.
We also ship to: Australia, Austria, Belgium, Brazil, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hong Kong, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, and Switzerland.
How Much Does Shipping Cost?
- Canada & US: Free on orders over $100. Otherwise, a flat rate of $8.
- UK: Free on orders over £100. Otherwise, a flat rate of £5.
- International: Free and fully tracked on orders over $150 to the countries listed above. Otherwise, a flat rate of $50.
For US and UK orders, all duties and import fees are covered by Kotn. For all other international orders, customers are responsible for any applicable duties, customs fees, or VAT.
What Size Am I?
Our products are designed to fit true to size. For the most accurate fit, select “Size Guide” on each product page, where you’ll find detailed, item-specific measurements and fit notes.
If you’re shopping across regions, our International Size Guide has helpful conversion information.
If you have any questions or need personalized sizing advice, please reach out—our team is always happy to help you find your best fit.
How Do I Wash and Care for My Products?
We recommend machine washing in cold water and laying flat to dry—this best preserves the lifespan of your garment.
If you prefer to use the dryer, keep in mind that all-natural fibres without chemical treatment are prone to shrinkage. Ours will shrink between 3–5%.
You can also wash in warm water (30°C) if your clothes are really dirty. We just prefer cold water as it saves on electricity.
Bedding: Our duvet and bed sheet sets are pre-washed and pre-shrunk, so they’re safe to machine wash warm and machine dry. To maintain the shape and longevity of bedspreads and quilted comforters, we recommend machine washing cold and hanging or laying flat to dry.
Do You Have a Retail Store?
You can find our addresses, opening hours, and more on our stores page.
Where Are Your Products Manufactured?
Our products are primarily manufactured in Egypt, Portugal, and Turkey. In Egypt, the cotton farms, yarn mills, fabric mills, and cut-and-sew facilities are all located within 100 km of each other, allowing for a fully traceable and locally integrated supply chain. In Portugal and Turkey, we partner with expert manufacturers who specialize in premium craftsmanship and advanced fabric innovation.
Each region brings unique expertise to our collections, and we thoughtfully organize production based on what each does best. Across all locations, we ensure that people and the planet come first—working directly with certified facilities that guarantee fair wages, equal opportunity, safe and healthy working conditions, and zero forced or child labour.
Is Your Packaging Eco-Friendly?
For both in-store and online orders, we do our best to keep packaging minimal and eco-friendly. We package all online orders in recycled mailers with recyclable tissue—no plastics. In-store, your purchase is wrapped in recyclable tissue and placed in a recyclable paper bag or reusable tote bag.