Help
Frequently asked questions.
Delivery, returns, sizing, fabrics, offers and payment, answered in one place.
01
Orders and delivery
Where do you deliver?
We deliver across the UAE, the GCC and to more than 30 countries worldwide. The full list is in our Shipping Policy.
How long does delivery take?
Orders in the UAE arrive in 1 to 2 business days. GCC countries and the rest of the world take 3 to 7 business days.
How much does delivery cost?
- UAE: free.
- GCC and the rest of the world: AED 85 (about USD 24), free on orders over AED 550 (about USD 155).
You will see the exact amount in your currency at checkout.
How do I track my order?
As soon as your order ships, we email you a confirmation with a tracking number and link. Tracking can take a little time to update after you receive it.
Can I change or cancel my order?
Contact us as soon as possible. We can usually make changes before your order ships, but once it is in transit we are unable to modify it.
Will I pay customs or import duties?
No. We ship with duties and taxes already paid, so there is nothing extra to pay when your order arrives. The total you see at checkout is the final price.
02
Returns and exchanges
What is your return policy?
You can request a return within 14 days of delivery. Items must be unworn, with tags, and in their original packaging. Full details are in our Returns Policy.
Is return shipping free?
Yes. Return shipping is free and we provide the return label.
How do I start a return?
Log into your account and request a return, or contact us. Once it is approved we send you instructions for sending the parcel back. Items sent back without a return request cannot be accepted.
Can I exchange for a different size?
Yes. Contact us before returning your item and we will arrange the exchange.
When will I get my refund?
Once we receive and inspect your return, we refund your original payment method. Your bank or payment provider may need extra time to post it.
03
Sizing and fabrics
How do I find my size?
Use our size guides for underwear, undershirts and socks. If you are between sizes, message us and we will help you choose.
What size are your socks?
Our socks are one size and unisex.
What is the difference between CS Cotton, CS Modal and CS Performance?
- CS Cotton: 2x lighter than traditional cotton with 2x the stretch. Breathable comfort for every day.
- CS Modal: smooth and cool to the touch, with superior softness.
- CS Performance: quick-drying, moisture-wicking blends for active days.
How should I wash CottoSilk?
Machine wash cold on a gentle cycle with similar colours. Do not bleach. Air dry only, and iron on low heat only if needed.
04
Offers and payment
How does Mix and Match work?
Add any 3 items and get 7% off, any 6 for 12% off, or any 12 for 15% off. Mix styles, sizes and colours across underwear, undershirts and socks. The discount applies automatically in your cart. Build your bundle.
Which payment methods do you accept?
We accept the major cards and digital wallets shown at checkout. In the UAE and Saudi Arabia you can also pay later in instalments with Tabby or Tamara.
Do you offer gift cards?
Yes. The CottoSilk Gift Card comes in AED 100, AED 250, AED 500 and AED 1,000. It is delivered by email, has no expiry date and can be used on any order delivered in the UAE.
Need more help?
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