Exchanges & Returns
At Cotton and Sand, we want you to love your purchase. If something isn’t quite right, we’re here to help.
Underwear
For hygiene reasons, we are unable to accept change-of-mind returns or exchanges on underwear, including briefs and boxer shorts. This applies whether or not the item has been opened or tried on.
We know this makes choosing a size harder, so every underwear product page includes a Size Chart showing exactly how each measurement is taken. If you are unsure, email us before ordering and we will help you choose.
Everything Else — Change of Mind
Our other pieces may be returned for change of mind if you contact us within 14 days of delivery. Items must be:
- Unworn and unwashed
- Free from marks and odours
- With all original tags attached
- In their original condition and packaging
Customers are responsible for arranging and paying for return postage. Original delivery charges are not refunded.
Exchanges
We are not able to exchange underwear. For other items, the quickest way to secure another size is to place a new order and return the original for a refund, within the same 14-day window.
What If an Item Is Faulty?
This applies to every product, including underwear. If your item is faulty, damaged, or not as described, we will arrange a suitable remedy in line with Australian Consumer Law (ACL), and we will cover reasonable return postage.
Our policy does not exclude or limit your rights under the ACL.
How to Start a Return
To begin the process, please email us with:
- Your order number
- A short description of the issue
- Photos (if applicable, especially for faulty items)
Please wait for return instructions before posting anything back. We’ll respond with the next steps as soon as possible.
For full details, see our Returns & Exchanges Policy.