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Return to shopReturns & Exchanges Policy
You can return or exchange your shoes for 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return/exchange, your item must be unused, in the original packaging with all the accessories included and in the same condition you received it. Please be careful when trying on your shoes at home, since we will need your shoes back in mint condition in order to be able to sell them. We recommend that you try your shoes on a carpeted surface and avoid too much flexing to prevent creasing.
SHIPPING RETURNS
All returns must be processed by Cotti, and shipped using our shipping labels only. After your return/exchange is approved, we will send you a shipping label and detailed instructions on how to process it.
This ensures we can track your package back to our warehouse and that we can easily process customs clearance when it applies.
Unfortunately we can not accept returns sent by any other method. Please do not ship directly to our warehouse, as we will not be able to receive your parcel and issue a refund.
EXCHANGES
If you need an exchange, we will cover the return and shipping costs of your new pair. This is limited to one exchange per order.
Please fill in the Return Form, and we will send you a prepaid shipping label along with detailed instructions to return your shoes back to our warehouse.
For multiple exchanges, we will invoice the shipping cost at the rate of 15EUR/pair in the EU and 25EUR/pair in the rest of the world.
RETURNS
If you ordered two sizes and need to return one size, Cotti will cover the return cost.
If you wish to return for store credit, Cotti will cover all the return costs.
You can return your shoes for a refund to the original payment method. In this case, part of the shipment costs are non-refundable, and deducted from your refund, according to the rates on “RETURN SHIPPING FEES”.
EXCEPTIONS
If we sent you the wrong size/product ordered or if your shoes are in any way defective/faulty we will cover all exchange shipping costs.
If we can’t replace the ordered product, we will cover the return shipping costs and issue a full refund.
Unless you received a faulty/defective product, shipping costs are non-refundable.
Gift cards are non-returnable.
There are certain situations where only partial refunds are granted:
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
– Any item that is returned more than 30 days after delivery.
ITEMS ON SALE ARE NOTE ELIGIBLE FOR EXCHANGES
Due to limited timeframes and inventory for Cotti’s sales such as “Archive Sales”, we do not process exchanges.
If you purchased the wrong size, please process a return and purchase the correct size.
HOLIDAY EXTENDED RETURNS
All orders made from November 15th 2025, until the end of the year, are eligible for extended returns, until January 31st 2026.
Order Changes, Cancelations & Refunds
If your order has not been shipped yet, you are welcome to email us at customerservice@cotti.london and we will happily cancel, or make amendments to your order. In the cases where the order has shipped, please refer to the returns process. Shipped orders, cannot be canceled. If the order is canceled / not claimed from customs and returned to our warehouse, COTTI will be charged for both shipments, warehousing costs and processing fees. Therefore, only a partial refund will be issued, deducting the aforementioned costs.
REFUNDS
Once your return is received and inspected (up to 7 business days), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card, or original method of payment, within 2-3 business days. Shipping Costs and Import Duties outside the EU are non refundable.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. It might take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@cotti.london.
SALE ITEMS
Outside the EU, only regular priced items may be refunded. Unfortunately, sale items cannot be refunded. Sale items do not qualify for free returns or exchanges.
Please drop us an email at customerservice@cotti.london for instructions.
Return Shipping Fees
If you chose to return for a refund to the original payment method, part of the return shipping costs will be deducted from your refund, according to the pricing bellow.
United Kingdom
1 Pair – 10£
2 Pairs – 15£
Every extra pair – 3£
USA & Canada
1 Pair – $20
2 Pairs – $30
Every extra pair – $5
European Union
1 Pair – 12€
2 Pairs – 18€
Every extra pair – 3€
Switzerland
1 Pairs – CHF 18
2 Pairs – CHF 28
Every Extra Pair – CHF 4
Portugal
1 Pair – 5€
2 Pairs – 8€
Every extra pair – 2€
Rest of Europe
1 Pair – 20€
2 Pairs – 30€
Every extra pair – 4€
Rest of the World
1 Pair – 25€
2 Pairs – 37€
Every extra pair – 5€
Import Duties
No import duties will be charged in the EU.
For the United Kingdom and Switzerland, VAT and import duties are included in the price. Shipments will be dispatched from Portugal with Delivery Duty Paid.
For shipments outside the EU, UK and Switzerland, import duties may be due, paid to the carrier, according to the destination country’s legislation.
Help
Help returning an item? Please drop us an email at customerservice@cotti.london for instructions.