Help

Help

If you have any questions or concerns, our team is standing by seven days a week. E-mail us at hello@kotn.com.

Frequently Asked Questions

What size am I?

Our products fit true to size, but you can find item-specific sizing info on each product page (just click “Compare Sizes”). 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!

When will I get my order?

Orders take 1-2 business days to process before they are shipped. Once shipped, delivery time depends on your location.

Canada

Ontario: 1-3 business days
Quebec: 2-4 business days

Alberta, Manitoba, New Brunswick, Prince Edward Island, Saskatchewan: 3-5 business days
British Columbia, Newfoundland and Labrador, and Nova Scotia: 4-7 business days
Northwest Territories, Nunavut, and Yukon: 3-12 business days

United States

2-7 Business Days

International

5-12 Business Days

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

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 locations page.

Are your stores open?

Yes, our stores are open! They are currently open at a limited walk-in capacity of up to 6 customers at a time. Our hours are:

Monday - Wednesday from 12:00PM - 6:00PM

Thursday - Friday from 12:00PM - 7:000PM

Saturdays from 11:00AM - 7:00PM

Sundays from 12:00PM - 5:00PM

We are also booking private appointments for weekday mornings in our stores and online. Appointment availability can be found here.

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

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

We require team members to wear masks in-store anytime there are clients present. We encourage you to do the same!

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 isolated for 24-hours and then 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 want to use this time to encourage our teams and communities to reach out with any suggestions or feedback by e-mail using at styling@kotn.com.

Where are your products manufactured?

Everything from the farms to cut and sew happen within a 100km radius in the Nile Delta — just south of Alexandria, Egypt.

Wash and care instructions

Machine washing in cold water and hanging to dry is our preferred way of taking care of your garment – by doing this, you’ll best preserve the lifespan of the garment, and you’ll be leaving less of an impact on the planet.

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.

What is your return/exchange policy?

We guarantee a full refund on all US and Canadian orders anytime within the first 30 days after the package is delivered, as long as the product is in new condition. The only caveat: discounted items, socks, and underwear are final sale. Unfortunately, we’re unable to offer returns on orders outside of North America.

Due to the temporary store closures, we are accepting returns and exchanges from March 1, 2020. For purchases after Jun 1, 2020, our regular return and exchange policy will apply.

How do I start an exchange/return?

At this time, we do not offer direct exchanges online. The quickest way to exchange your item is to place a new order and return your original purchase for a refund. Your order will be refunded once it has arrived back to our warehouse and has been processed in our system. If you are returning from the US or Canada, we will supply you with a free return shipping label. Please email hello@kotn.com to assist! If your original purchase included a discount or promotion, don’t hesitate to reach out to our customer service team for assistance with your new order.

Do you ship internationally?

Yes! Scroll up a few questions to see the costs for each country. Your order is shipping from Canada, so you may incur duties depending on the destination country, which will be charged on the customer end.

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.

Can I return a purchase I made online in-store?

Yes - we’d be happy to process a return in-store and will try our best to rectify the problem or help you find the correct fit.