Help

Help

If you have any questions or concerns, our team is standing by seven days a week. E-mail us at hello@kotn.com.

Other ways to get in touch:

Press: press@kotn.com

Partnerships: parternships@kotn.com

Wholesale: wholesale@kotn.com

What size am I?

Our products fit true to size, but you can find item-specific sizing info on each product page (just click “Compare Sizes”). If you have any specific questions, please feel free to reach out and we will do our best to find the right fit for you!

When will I get my order?

Orders take 1-2 business days to process before they are shipped. Once shipped, delivery time depends on your location.

Canada:
Ontario: 1-3 business days
Quebec: 2-4 business days

Alberta, Manitoba, New Brunswick, Prince Edward Island, Saskatchewan: 3-5 business days
British Columbia, Newfoundland and Labrador, and Nova Scotia: 4-7 business days
Northwest Territories, Nunavut, and Yukon: 3-12 business days

United States: 2-7 Business Days

International: 5-12 Business Days

How much does shipping cost?

Shipping is free on orders over $75 items in Canada and the US. Otherwise, we charge a flat rate of $8.

If you live in one of the following countries, shipping is free on orders over $150 and is fully tracked: Australia, Belgium, Brazil, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hong Kong, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland, United Kingdom. Otherwise, we charge a flat-rate of $50

Do you have a retail store?

We currently have two stores: 754 Queen St. West in Toronto, and 29 Rue Saint Viateur O in Montréal. You can find more info on our stores page.

Are your stores open?

Yes, our stores are open! They are currently open at a limited walk-in capacity of up to 6 customers at a time. For details on store hours and directions, please visit our stores page.

What health and safety precautions
are you taking in store due to COVID19?

Our approach to re-opening is to ensure best in class precautions are taken for the health and safety of our communities and team members.

We require team members and customers to wear masks or face shields in-store anytime they are in-store!

Upon entry, hand sanitizer is available, and our team will be sanitizing their hands upon entry and exit to the store.

We ensure sanitization is upheld consistently on any high-touch points; including fitting rooms, cash desks, and the store entrance.

Any product returned, exchanged, or tried on is isolated for 24-hours and then steamed before it is returned to the shop floor.

We ask that if any of our team members or customers are feeling unwell, to not come into work or schedule their visits for another day.

Please note that the fitting rooms at our Toronto store are currently closed.

That said, as we are operating in a totally new COVID world with our in-store experience; we encourage our teams and communities to reach out with any suggestions or feedback by emailing us at hello@kotn.com.

Where are your products manufactured?

Our products are primarily manufactured in Egypt—the cotton farms, yarn mills, fabric mills and cut-and-sew facilities all within 100km of each other—and starting Fall 2020, in Portugal. Our manufacturers each specialize in a different form of product craft and construction, so we organize what is made where, based on what they do best. As every area of business, we ensure the people and planet come first, working directly with certified facilities that guarantee fair wages, equal opportunity, safe and healthy conditions, and zero forced or child labor.


You can learn more about our production in Egypt, here.

How do I best wash and care for my products ?

Machine washing in cold water and hanging to dry is our preferred way of taking care of your garment – by doing this, you’ll best preserve the lifespan of the garment, and you’ll be leaving less of an impact on the planet.

If you can’t get around throwing your clothes in the dryer, just keep in mind that all-natural fibres, without chemical treatment, are prone to shrinkage — ours will shrink between 3-5%.

You can wash the clothes in warm water as well (30°C) if your clothes are really dirty, we just prefer cold water as it saves on electricity.

What is the online return policy?

We are happy to guarantee a full refund within 30 days from original order date for regular priced items within North America. Unfortunately, we are unable to offer returns on orders outside the US and Canada.

Product being returned, must be in original condition with tags attached.

If you are wishing to exchange your order, feel free to visit us in-store or place a new order and return your original order for a refund. Your order will be refunded once it arrives back to our warehouse and has been processed in our system.

All Canadian orders are delivered with a free shipping return label. All US orders will be issued a free shipping return label upon request. To process either a return for an online order, please email hello@kotn.com. Should your original purchase include a discount or promotion, our Customer Experience Team will be happy to assist you with your new order!

Kotn reserves the right to deny any returns that do not meet our policy criteria. We ask that you kindly review the ‘final sale’ section below.

What is the in-store return policy?

We are happy to offer a full refund within 30 days from original purchase for regular price items.

Product being returned, must be in original condition with tags attached. An e-receipt or order # must be provided in order to process the refund in-store.

Kotn reserves the right to deny any returns that do not meet our policy criteria. We ask that you kindly review the ‘final sale’ section below.

Are any purchases final sale ?

We offer a flexible return policy but unfortunately are unable to accept returns on certain items.

Sale and Non-Kotn branded items are final sale. In addition, intimates (socks and underwear), head wear, and gift cards are final sale.

We do however accept returns and exchanges on promotion items. These meet our regular return policy criteria and are distinguished by a promotion or discount code provided at the check-out online or register in store. Additionally, these may be automatically applied when redeeming a bundle discount (e.g. when you buy 3 Men’s Essential Crews, you will receive 15% off).

Does my gift card or store credit expire,
and where can I use it?

Gift cards and store credit never expire and may be used in-store or online. We do not replace any lost or stolen gift cards or store credits.

How can I track my order?

Once we receive your order and process it, we send a confirmation, along with a tracking number and link to your email. Tracking numbers may take 24 hours to go live once the package has shipped from our facility.

Can I return a purchase I made online in-store?

Yes - we’d be happy to process a return in-store and will try our best to rectify the problem or help you find the correct fit.

At Kotn, our mission is to improve quality of life for our global community.

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