FAQs
GENERAL
If there’s any style, color or size you want that is not online, please email shop@cottoncitizen.com as we may have the item in stock but not on the site.
Certain products may be available exclusively online through the website. These products may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
COTTONCITIZEN.COM accepts Visa, MasterCard, Discover, and American Express credit cards, Shop Pay, and Apple Pay.
If you wish to modify or cancel your order, please email shop@cottoncitizen.com as soon as possible after placing the order. We will try our best to accommodate but we cannot guarantee the order will be cancelled. Once an order has been shipped, we can no longer cancel or update the order.
Cotton Citizen does not cover the cost of customs, duties, or taxes. These fees are the responsibility of the customer and due at checkout or upon delivery, depending on the service purchased. Returns from international orders must be sent back at the customer’s expense.
Please email shop@cottoncitizen.com with any questions or concerns. Our hours of operation are Monday-Friday, 9AM-5PM PST, and a member of our team will respond to your inquiry within 1 business day.
SHIPPING
U.S. ORDERS: All orders shipped within the continental U.S. are shipped via UPS.
UPS shipping services are:
- UPS Free Standard Shipping (Domestic orders over $250.00)
- UPS Ground
- UPS 3 Day Select (Some locations)
- UPS 2nd Day Air
- UPS Next Day Air
INTERNATIONAL ORDERS: International customers can choose between DHL Express Worldwide and UPS Worldwide Expedited service depending on your region. All duties, taxes, and fees are the responsibility of the customer.
Please allow up to 7 business days for order processing, with an additional 2-7 business days for delivery depending on the shipping method chosen at checkout. Most orders are processed sooner. Please note that the shipping method, regardless of service selected, does not account for order processing times, but rather the estimated delivery timeframe once the courier has your shipment. All orders receive an email confirmation with a tracking number when the orders have shipped. All orders are shipped via UPS or DHL from the Cotton Citizen headquarters in Los Angeles, California, and can be tracked on UPS.com or DHL.com.
Please contact us within 5 business days of receiving your order with your order number and a photo of everything included in your package.
RETURNS & EXCHANGES
Cotton Citizen allows returns and exchanges of full priced items within 14 days of delivery. All sale items, regardless of discount amount, are final sale as marked on the product page and sale collection page unless otherwise stated. Our Returns Center will prohibit final sale items from being returned.
Returned items must be in unworn, undamaged, and unwashed condition with all original tags attached. Please note that online purchases cannot be returned or exchanged in a Cotton Citizen retail store. A full refund, less the original shipping cost, will be issued once your return is inspected, processed, and approved. Processing typically takes 3-5 business days from delivery at our warehouse, though times can vary and may take longer during high volume periods and holidays.
Depending on your payment provider, it can take between 5 and 10 business days for the refunded amount to post to your account.
If it is determined that your returned product does not meet our criteria and/or is not in original condition, your refund or exchange will be denied and the item(s) will be returned to you.
For a full refund on a 3-Pack item, please note that all items within the bundle must be returned in their original condition and packaging. Accessories and Gift Cards, along with any item marked Final Sale, are not eligible for refund, exchange, or store credit, including all items purchased using a promotional code.
For any questions or concerns regarding your return or exchange, please contact shop@cottoncitizen.com.
Cotton Citizen allows returns of full priced items within 14 days of delivery.
To initiate an international return, please follow the prompts in our Returns Center by clicking “Start A Return” at the bottom of our website. Please note that due to differing import duties and taxes, Cotton Citizen does not provide pre-paid return labels for international orders and the customer is responsible for shipping the item(s) back. Once the return of eligible items is initiated in our Returns Center, you will receive the necessary paperwork to include in your shipment, along with the warehouse address to ship your items to using the courier of your choice. The original invoice must also be included in your shipment. Failure to include the required documentation can delay the processing of your return. Please note that international orders are not eligible for exchange. All sale items, regardless of discount amount, are final sale as marked on the product page and sale collection page unless otherwise stated. Our Returns Center will prohibit final sale items from being returned. Returned items must be in unworn, undamaged, and unwashed condition with all original tags attached. A full refund, less the original shipping cost, will be issued once your return is inspected, processed, and approved. Processing typically takes 3-5 business days from delivery at our warehouse, though times can vary and may take longer during high volume periods and holidays. If it is determined that your returned product does not meet our criteria and/or is not in original condition, your refund or exchange will be denied and the item(s) will be returned to you. Depending on your payment provider, it can take between 5 and 10 business days for the refunded amount to post to your account. For a full refund on a 3-Pack item, please note that all items within the bundle must be returned in their original condition and packaging. Accessories and Gift Cards, along with any item marked Final Sale, are not eligible for refund, exchange, or store credit, including all items purchased using a promotional code. For any questions or concerns regarding your international return, please contact shop@cottoncitizen.com.
To initiate a return, please navigate to the “Start A Return” link in the Client Services section of our website.
To initiate a return or exchange of any item(s) purchased in a Cotton Citizen retail store, the item(s) must be brought into the original store of purchase and cannot be processed online. Please note that online purchases cannot be returned or exchanged in a Cotton Citizen retail store. Returns or exchanges must be completed within 14 days of your in-store purchase date, and all sale items, regardless of discount amount, are final sale unless otherwise stated. Items purchased with cash will be refunded as store credit. No cash refunds are possible.
Returned items must be in unworn, undamaged, and unwashed condition with all original tags attached, and will be inspected by a store team member upon initiation. If it is determined that your returned product does not meet our criteria and/or is not in original condition, your refund or exchange will be denied. Depending on your payment provider, it can take between 5 and 10 business days for the refunded amount to post to your account.