Return and refund policy
14 Day Return Policy
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, with tags, and in its original packaging. You will also need your receipt or other proof of purchase.
Please note that we do not provide prepaid return shipping labels.
Order Cancellation
Orders may be cancelled within 1 hour after they have been placed, provided they have not yet entered processing.
Once an order has entered processing or has been shipped, it can no longer be cancelled. Customers may instead request a return after delivery in accordance with this Return Policy.
How to Start a Return
To request a return, please contact us at:
Please include:
- Order Number
- Full Name
- Email Address
- Reason for Return
Once your return has been approved, we will provide further instructions.
Items returned without prior authorization may not be accepted.
The returned product must arrive at our return address within 14 days after delivery confirmation by the shipping carrier.
Products must be returned in their original packaging whenever possible. Items returned without their original packaging may be subject to a partial refund of 70% of the product value.
Return Address
Please send approved returns to:
Soft & Cotton Returns
Otto-Hahn-Straße 44A
63303 Dreieich
Germany
Return Shipping Costs
If the return is due to a change of mind, ordering the wrong item, or any reason not caused by our error, the customer is responsible for the return shipping costs.
If the return is due to our mistake, including receiving a damaged, defective, or incorrect item, Soft & Cotton will cover the return shipping costs or provide a replacement free of charge.
There are no restocking fees.
Original shipping charges and optional services such as express shipping or shipping insurance are non-refundable.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If you receive a damaged, defective, or incorrect item, please contact us within 14 days of delivery at:
Please include clear photos or videos showing the issue.
After review, we will provide a replacement or refund where appropriate.
Exchanges
If you would like to exchange an item, please contact us first.
The fastest way to receive your new item is to return the original item and place a new order after your return has been approved.
Refunds
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method within a few business days.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
Late or Missing Refunds
If you have not received your refund after several business days, please first check your bank account and contact your credit card provider or bank.
If your refund is still missing, please contact us at:
We will gladly assist you.
Order Processing Time
Orders are typically processed within 1–3 business days after payment has been successfully received.
Processing times may be slightly longer during holidays, promotional events, or periods of exceptionally high order volume.
Contact
If you have any questions regarding returns, refunds, cancellations, or exchanges, please contact us:
Email: support@softandcotton.com