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This return policy was developed based on the legislation in force and can be updated without prior notice.


The customer has the right to terminate the contract without incurring any costs (in addition to the cost of returning the product (s)) and without needing to indicate the reason, within 14 (fourteen) days, counting from the day the customer or a third party appointed by the customer (with the exception of the carrier) acquires physical possession of the product (s). Thus, in the case of exercising the right of free withdrawal, any purchase made in the store can be returned up to the limit of 14 days after being received. After this period, it will not be possible to offer a refund or exchange of the item (s). If the customer intends to exercise the right of free contract termination, he must complete and submit any unambiguous declaration of termination of the contract. You can contact the store, within the aforementioned period, through the email, mentioning explicitly, that you want to terminate the contract. The contact made by e-mail must refer to the data mentioned below:

  • Name of the recipient;

  • Telephone / cell phone contact;

  • Order number;

  • Order date;

  • Date of receipt of the order;

  • Number of products and / or services purchased.


Upon receipt of the request for free termination of the contract, an answer will be given as soon as possible, in order to expedite and schedule the collection of the product (s) purchased.


In order for a purchase to be eligible for return, purchased items must be in the same condition in which they were delivered. It will also be necessary that they are returned in the original packaging and without signs of misuse or mishandling. The return should always be made to the merchant and never to the supplier of the products and / or services.


In order for the return process to be completed, it will be necessary to include the sending of the purchase invoice and proof of payment.


The refund of the value of the product(s), as well as of the delivery costs, will be total within 14 days from the date on which we are informed of the decision of free resolution. Cottonly is not obliged to reimburse additional return costs as a different and more expensive way of collecting the product (s) than the one presented by us. In the event that the collection of the product(s) at the customer is requested by Cottonly, the refund process will begin after proper receipt of the product(s). The customer will be notified by email regarding this process. The refund will be made using the same payment method used by the customer in the initial payment, except in situations of express agreement and in which the customer does not incur any costs as a result of the refund. If you do not receive your refund within the stated period, try to verify your bank account again. If you still do not confirm the deposit of the amount, also try to contact your bank manager. If you still have no feedback, try to contact the Bank. After these steps, you can contact us at 926729444.


If you want to exchange an article, you must contact us by email at the following address: The article must be sent to the following address: Avenida Sacadura Cabral nº26 3ºdto 1000-275 Lisboa.


If the item was offered, it will only be accepted for exchange and upon presentation of the respective offer slip.


The shipping charges paid initially will be included in the amount to be refunded, as provided for in the legislation in force in Law Decree No. 24/2014. If the customer wants a collection method different from that defined by Cottonly, the customer will be responsible for paying the additional shipping costs related to the return of the product to the store, whether for the purpose of return or exchange. We cannot guarantee that the items are returned or that they arrive in the same condition as when they were shipped.


In the case of an order delivered abroad, the return process is done based on the conditions mentioned above.

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