Help

Help

If you have any questions or concerns, our team is standing by seven days a week, with a response time of 24 hours or less. E-mail us at hello@kotn.com.

What is the return policy?

We are happy to guarantee a full refund, store credit or exchange within 30 days from the original order date (or in-store purchase date) for regular-priced items within North America. Unfortunately, we are unable to offer returns on orders outside the US and Canada.

Product being returned must be in its original condition with tags attached. Additionally, we do not offer price adjustments at this time.

All refunds, store credits & exchanges will be processed once the product being returned is in-transit (processed at the post office).

All Canadian & US orders will be issued a free shipping return label. To process a return for an online order, please start your return here.

If you received a damaged product, please contact our support team at hello@kotn.com to assist you with your return.

We also accept returns at our store locations. Please visit one of our stores with your product being returned and your receipt so that we can process your refund, store credit, or exchange.

Kotn reserves the right to deny any returns that do not meet our policy criteria. We ask that you kindly review the ‘final sale’ section below.

Are any purchases final sale?

We offer a flexible return policy but unfortunately are unable to accept returns on certain items.

Sale and Non-Kotn branded items are final sale. In addition, intimates (socks and underwear), head wear, and gift cards are final sale.

We do however accept returns and exchanges on promotion items. These meet our regular return policy criteria and are distinguished by a promotion or discount code provided at the check-out online or register in store. Additionally, these may be automatically applied when redeeming a bundle discount (e.g. when you buy 3 Men’s Essential Crews, you will receive 15% off).

When will I get my order?

Once your order has shipped, delivery times vary depending on your location. Please note, Swyft and UPS carriers in Canada and the USA do not deliver to P.O Boxes while CP and USPS do.

Greater Toronto Area: Same day or up to 5 business days

Canada and USA: 2-7 Business Days

International: 5-12 Business Days

Please note that shipping times may take longer than normal due to carrier delays and as a result, we cannot guarantee an exact arrival date. For the most accurate information on when your package will arrive, please reference your tracking link once the order has shipped.

What other payment options are available?

Kotn uses Sezzle, a leading buy now, pay later tool, to allow you to split your entire online purchase into 4 interest-free payments, over 6 weeks with no impact to your credit. You will see Sezzle listed on our product pages, and it will show as a payment option at checkout.

Sezzle is available only in CAD and USD currencies. Note that once you have completed your order using the Sezzle payment option, Sezzle handles all questions about instalments or payments. If you are a Sezzle customer you can log into your account at Sezzle.com.

Does my gift card or store credit expire, and where can I use it?

Gift cards and store credit never expire and may be used in-store or online. We do not replace any lost or stolen gift cards or store credits.

What size am I?

Our products fit true to size, but you can find item-specific sizing info on each product page (just click “Size Guide”). If you have any specific questions, please feel free to reach out and we will do our best to find the right fit for you!

How much does shipping cost?

Shipping is free on orders over $75 items in Canada and the US. Otherwise, we charge a flat rate of $8.

If you live in one of the following countries, shipping is free on orders over $150 and is fully tracked: Australia, Belgium, Brazil, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hong Kong, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland, United Kingdom. Otherwise, we charge a flat-rate of $50.

For international orders (with the exception of the US), Kotn is not responsible for any duty fees.

Do you have a retail store?

We currently have two stores: 754 Queen St. West in Toronto, and 29 Rue Saint Viateur O in Montréal. You can find more info on our stores page.

Are your stores open?

Our Montreal & Toronto stores are open for curbside pickup & limited in-store capacity with the below updated hours.

Montreal:

Monday-Saturday: 11AM - 6PM

Sunday: 12PM - 5PM

Toronto:

Monday-Saturday: 11AM - 6PM

Sunday: 12PM - 5PM

Find out more on our Stores page.

What health and safety precautions are you taking in store due to COVID19?

Our approach to re-opening is to ensure best in class precautions are taken for the health and safety of our communities and team members.

For our store reopenings, we will be operating at a limited capacity of customers in the store at a time. Social distancing will be in effect with markers in store.

We require team members and customers to wear masks or face shields anytime they are in-store!

Upon entry, hand sanitizer is available, and our team will be sanitizing their hands upon entry and exit to the store.

We ensure sanitization is upheld consistently on any high-touch points; including fitting rooms, cash desks, and the store entrance.

Any product returned, exchanged, or tried on is steamed before it is returned to the shop floor.

We ask that if any of our team members or customers are feeling unwell, to not come into work or schedule their visits for another day.

That said, as we are operating in a totally new COVID world with our in-store experience; we encourage our teams and communities to reach out with any suggestions or feedback by emailing us at hello@kotn.com.

Where are your products manufactured?

Our products are primarily manufactured in Egypt—the cotton farms, yarn mills, fabric mills and cut-and-sew facilities all within 100km of each other—and starting Fall 2020, in Portugal. Our manufacturers each specialize in a different form of product craft and construction, so we organize what is made where, based on what they do best. As every area of business, we ensure the people and planet come first, working directly with certified facilities that guarantee fair wages, equal opportunity, safe and healthy conditions, and zero forced or child labor.

You can learn more about our production in Egypt, here.

How do I best wash and care for my products ?

Machine washing in cold water and laying flat to dry is our recommended way of taking care of your garment - by doing this, you’ll best preserve the lifespan of the garment.

If you can’t get around throwing your clothes in the dryer, just keep in mind that all-natural fibres, without chemical treatment, are prone to shrinkage — ours will shrink between 3-5%.

You can wash the clothes in warm water as well (30°C) if your clothes are really dirty, we just prefer cold water as it saves on electricity.

Our duvet and bed sheet sets are pre-washed and pre-shrunk and therefore are safe to be machine washed in warm and machine dried.

To maintain shape and longevity of the bed spreads and quilted comforters, we recommend you to machine wash in cold and hang or lay flat to dry.

How can I track my order?

Once we receive your order and process it, we send a confirmation, along with a tracking number and link to your email. Tracking numbers may take 24 hours to go live once the package has shipped from our facility.

Is your packaging eco-friendly?

For both in-store and online, we put our best effort forward to ensure our packaging is minimal and eco-friendly! We package all online orders in recycled mailers with recyclable tissue - no plastics. Similarly in-store, your purchase is wrapped in recyclable tissue and placed in a recyclable paper bag.


Other ways to get in touch:

Press: press@kotn.com

Partnerships: partnerships@kotn.com

Wholesale: wholesale@kotn.com

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