FAQ's
Shopping Information
Where can I buy Cotti.london?
You can buy Cotti.london collection online.
How do I find a product?
You can use our search bar at the top of the page to search for specific products or browse through our categories.
How do I know if a product is in stock?
Product availability is indicated on the product page. If a product is in stock, you will see a “Add to Cart” button. If it’s out of stock, you may see a notification or the option to be notified when it’s back in stock.
Can I purchase products as a guest?
Yes, you can make purchases as a guest without creating an account. However, creating an account allows you to save your shipping information, track your orders, and access exclusive offers.
Payment Information
What payment methods do you accept?
We accept Apple Pay, Google Pay, Klarna and Credit Card.
Is my payment information secure?
Yes, your payment information is secure.
Can I use a coupon code?
Yes, you can apply a coupon code during the checkout process. Simply enter the code in the designated field.
What happens if my payment fails?
If your payment fails, you will be notified and given the option to try again or choose a different payment method. Please ensure that your payment information is correct and that you have sufficient funds in your account.
Order Information
Where do you ship to and how much will it cost?
For further information on our shipping destinations and costing, please visit our Shipping Policy.
I haven’t received my order confirmation email – what do I do?
If you have placed an order but no order confirmation email has been received, please firstly check your junk.
If the email still can’t be located, this means that your order was unsuccessful. In which case, funds will bounce back to the account of your original payment method within 72 hours.
To avoid an unsuccessful order, please ensure that your billing information matches the details that your bank/payment provider have on record. Please also clear cached data and cookies.
I have an issue with my order – what do I do?
In the rare case that your order is not as expected, please contact our Customer Service team and we will be more than happy to help.
Please email customerservice@cotti.london or fill out our Contact form.
What is your return policy?
For all the information about how to return an item, please visit our Returns & Exchanges Policy.
How long do I have to return my order?
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.
You can easily request this via our Return Form.
How do I return an item?
To return an item, please follow the instructions provided in your order confirmation email. You will need to include a copy of the order invoice and the item in its original condition.
You can also visit our Returns & Exchanges Policy.
Who pays for the return shipping?
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”.
I've submitted my return. When will I receive my refund/exchange?
Once your parcel has been delivered back to our warehouse, we aim to process your refund or your exchange within 5 working days.
You will receive updates via email to keep track of your return’s progress.
Can I exchange an item?
Yes, you can.
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.
