Returns

Need help with a return? We're here to best assist you. 

We provide easy returns and exchanges for New Zealand orders placed on our official website (www.cotopaxi.co.nz) within 30 days of purchase, and up to 14 days after you initiate the return process.

Please contact us at nzllamas@cotopaxi.co.nz and we will promptly help with processing a return.

To make the returns process as fast as possible, please provide the following information in your email to us:
First Name
Last Name
Email
Order Number
Product you are returning
Reason for return
Product exchange or refund

Returns are usually processed within 5-7 business days of receipt by our warehouse. Please note that failure to meet any of our return conditions may result in your request for a refund or exchange to be declined.

Our Return Policy

• Items must be unworn, in new condition as received, and include original tags and packaging.
• Please ensure items are clean before returning. Unclean items may be refused.
• Proof of purchase is required (e.g., receipt or online order confirmation number).
• Returns must be processed in the country of purchase.
• All exchanges are subject to availability.
• Final Sale items cannot be returned. This includes gift cards and any items marked as Final Sale on our website or in retail stores.
• We may investigate unusually high or suspicious return activity and can restrict an account where the returns process is being misused.
• All returns should be shipped with tracking. We are not responsible for items lost during return shipping, and can not process your return until the item is received.

PACKING SLIPS

Looking for your packing slip? Just scan the QR code on your package’s courier label to view your packing list online. Printed copies will not be included with your order. Please ensure order numbers are on returns.

*Our Right to Reject your Purchase/Return, or Cancel An Order: The sale of products and fulfilment of orders at Cotopaxi' stores or through our e-commerce site is contingent upon product availability and discretion in managing inventory. Cotopaxi explicitly reserves the right (in its sole discretion) to limit, decline, or reject any sales, returns, and orders for any reason, without being liable for any damages or costs, except for repaying any amount received from the customer in relation to such sale or order.