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.
HOLIDAY RETURN POLICY:
Gift purchases made on or after November 15 - December 25th, are eligible for return, exchange or store credit until January 10, 2025.
Regular-Priced Purchases: Items purchased at regular price are eligible for a full refund. Socks, hats, scarves, and all third-party products are final sale and cannot be returned or exchanged.
Sale Products: Items bought on sale can be exchanged for a product of equal or greater value or returned for store credit.
Please note, all returned items must be unworn, unwashed, and in their original condition, with tags attached. Refunds will be made in the same form as the original payment.
For any questions or further support, our Customer Care team is here to help you through the process!
International Orders
Unfortunately, we do not offer returns, exchanges, or store credit for orders outside the US and Canada.
Return Conditions
Items must be in original condition with tags attached.
Bedding returns require the original packaging, including the drawstring pouch.
All refunds, store credits, and exchanges are processed once the item is in transit and scanned at the post office.
Return Process
For Canadian and US orders, a free return shipping label will be provided. Start your return for online orders by clicking here.
In-Store Return Policy
Online purchases can only be returned in Canadian stores. Please bring your item and receipt for processing.
U.S. stores cannot process returns for online purchases.
Damaged Items
If you received a damaged item, please reach out to our support team at hello@kotn.com.
Kotn reserves the right to deny any returns that do not meet our policy criteria. Please also review the 'Final Sale' section for more information.
Holiday Order Shipping Cut Off Dates:
CA + US standard shipping, order by December 14th
CA + US express shipping, order by December 18th
International standard shipping, order by is December 4th
International express shipping, order by is December 15th
Please use the dates above as a guide. While we aim to meet these cut-off dates, external factors may affect delivery times.
We offer price adjustments under the following guidelines. Kotn will offer price adjustments within 14 days of purchasing date (customer does not need to have item in store but must have receipt of purchase available) to be refunded only to a gift card or to offer an exchange of equal or greater value for the difference. Items that have been purchased as final sale are not eligible for price adjustments under our policy.
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, scarves, ceramics, notebooks, gift cards and Open Box Bedding 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.
Standard Shipping Guide:
Once your order has shipped, delivery times vary depending on your location. Please note UPS carriers in Canada and the USA do not deliver to P.O Boxes while CP and USPS do.
Greater Toronto Area: 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.
Kotn uses Afterpay, 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 Afterpay listed on our product pages, and it will show as a payment option at checkout.
Afterpay is available only in CAD and USD currencies. Note that once you have completed your order using the Afterpay payment option, Afterpay handles all questions about instalments or payments. If you are a Afterpay customer you can log into your account at Afterpay.com.
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.
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!
Shipping is free on orders over $100 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, Austria, 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 all international orders and U.S. orders valued over $800 USD, Kotn is not responsible for any duty, customs fees, or VAT.
You can find our addresses, open hours and more info on our stores page.
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.
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.
For more information on how to care for your Kotn products, check out our care guide.
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.
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