Returns Policy
We are excited to announce that we are now offering FREE Returns & Exchanges for AU & USA orders*
T&C's apply - please see below for more information
Kotomi accepts returns/exchange for all full priced & sale items, (with the exception of lingerie bottoms, mystery items and outlet items) within 30 days of your date of delivery for a store credit.
SUBMIT YOUR RETURN/EXCHANGE REQUEST HERE.
Items must satisfy the following requirements:
- Items must be original condition: unworn, unwashed, no marks, no pet fur, no stains and with all tags attached and the hygiene liner in place. All bottoms must be tried on with underwear for hygiene reasons. Items that are returned soiled will not be accepted.
- The sale of lingerie bottoms, archive sale items, custom orders and gift cards are final. Strictly no returns will be accepted for these items.
- Free gifts must be returned if part or all of the order is being returned. If an order is returned without the free gifts, part or all of the RRP value of the item will be deducted from the return value. Free gifts are non-exchangeable.
Items that are returned in a condition that does not meet our policy above, may be subject to rejection.
How to make a return:
1. Ensure your item satisfies our returns criteria
2. SUBMIT YOUR RETURN REQUEST HERE.
3. Include a note with your name & order number in your return and ship it back to us within 30 days of your date of delivery.
Once your return is received, a store credit will be issued to you which will be valid for 3 years.
Please note:
• Shipping costs are the responsibility of the customer.
• Shipping and insurance fees are non-refundable.
Free Returns & Exchanges — AU & USA:
We now offer free returns and exchanges for Australian and US customers.
Before checking out, customers in Australia and the United States can opt in to free returns and exchanges for a small flat fee of $3.98.
If for any reason your purchase doesn’t work out — whether it’s fit, size, style, or simply a change of mind — you’ll receive a free prepaid return label when lodging your return or exchange.
This means no organising couriers, no surprise shipping costs, and no expensive international return fees — especially for our US customers.
Once your return is lodged, simply pack your items and send them back using the prepaid label provided.
TRY WITH MIRRA ORDERS
Orders placed using Try Before You Buy must submit return requests through the Try with Mirra Customer Portal. You’ll find your link in your Try with Mirra order confirmation email or SMS.
Do you accept exchanges?
We accept size exchanges for the same item in a different size. Please note that sizes are not reserved until your return is received. Exchanges are shipped out with standard shipping.
Help! I need my new size/item urgently:
Contact us at admin@kotomi.com.au as soon as you have sent back your return and our team will help you out. Please note that all refunds will incur a 8% payment processor fee.
I accidentally ordered duplicate items:
If you have accidentally ordered the same item more than once, please email us at orders@kotomi.com.au to request a return+refund. Please note that all refunds will incur a 8% payment processor fee.
FAILED DELIVERIES & INCORRECT DETAILS:
Failed delivery due to incorrect, absent or misspelt postal addresses are at the fault of the customer and therefore not covered by shipping insurance.
A replacement or refund cannot be sent in these instances. If the package is delivered to an incorrect address, the customer will need to contact the courier to attempt to retrieve the package. If the package is returned to our warehouse, a store credit will be issued minus a $15AUD handling fee + return shipping costs once the package is returned.
| Country | Return shipping cost |
| Australia + New Zealand | $8AUD |
| International | $15AUD |