Frequently Asked Questions

The product is sold out and we have no stock available currently. Please contact us if you want to know when will the items available.

Steps to place an order in our website:
1. Find the product you to purchase and click buy now.
2. Fill in your email, shipping address, payment information and choose shipping method.
3. Apply the discount code and check out.
To ensure that you receive the products, please ensure that your information is accurate, especially phone number, email, shipping address.

Please note that we now can create draft orders/invoice over the phone or email. If you can not place an order directly in the website, please contact our Support Team.

The product is sold out and we have no stock available currently. Please contact us if you want to know when the items will be available.

In order to process your order we require the following information:

1. Model number and quantity of the product(s) you want to order
2. Your shipping and billing addresses
3. Phone number – in case we need to contact you quickly in regards to your order
4. Email address – for order confirmation and invoice

Please note that we do not take orders over the phone or email, the order can only be placed online through our official stores.
To ensure that you receive the products, please ensure that your information is accurate, especially phone number, email, collection address.

You can find the specifications on the user manual and on the website product page or FAQ page.
If you need additional information, please contact our Support team.

There are numerous reasons why your coupon cannot be applied:

1. The coupon expired.
2. The coupon has been used already or has a use limit.
3. It is entered incorrectly.
4. Only one discount code can be used in one order in most cases.
5. It is not from an official source.

If you have a coupon that is not working and none of the reasons above match your situation, feel free to contact our Support Team.

If the payment page displays an error, please double check the information typed, such as CVV, Expiration Date, and Credit Card numbers. Also make sure you selected the correct payment form.

If everything is correct, please try to reorder. In case the error keeps showing up, please try using another device such as cell phone or even different browser.

Should you require order cancellation, kindly contact us at support@cottolio.com. Please be aware that once an order has been shipped, it will be subject to our refund policy.

After your order ships, you'll receive a tracking number via email.
You can track it anytime on our Tracking Page or in your Order Details.
Need help? Contact our Support Team.

Your order is sent via FedEx or UPS and will arrive within 2–5 business days

There are mainly two reasons why your order was partially shipped:

1. We have different warehouses, sometimes products cannot be sent together, and will be shipped from the corresponding warehouse separately.
2. Some items are out of production or stock for a long while. In that case we may ship the available items to you first.

Usually in these cases, we will send an email to you.
If you don't receive all the items in your order, please contact our Support team.

No, we cover the cost of return shipping for defective or damaged items as part of our commitment to excellent service. However, for returns due to reasons other than product quality, the customer will be responsible for the return shipping costs.

Contact our customer service at support@cottolio.com, providing your order number, to request a return or exchange. Upon receiving your request, we will email you a prepaid return label at no cost to you.

After receiving your request or your packages, it may take up 1-7 business days to refund your money.

Once our warehouse receives and inspects the returned product and confirms it is in acceptable condition, we will process the refund. The refund will be issued to your original payment method and typically completed within 3–7 business days.

1. The product must have been purchased directly from www.cottolio.com
2. Item must be in the same condition that you received it, unopened or the machine is unused.
3. Returns must include all accessories, items must include original packaging.
4. Returns may be rejected if items do not meet the above requirements.

If you received a damaged / incorrect item and you want to file a claim, please email support@cottolio.com together with your order information and the picture of the damaged / incorrect product/logistics label/product label.
We will help you replace it.

For any issues arising after the initial 30 days from the purchase date, rest assured, Cottolio provides a 1-year warranty on all products. Refer to our Cottolio Warranty for detailed information regarding product coverage and terms.

If you suspect your Cottolio product is DOA (Dead On Arrival) within 30 calendar days from the invoice date, please contact us immediately. We will assess the product's condition and, if confirmed as DOA, arrange for the return at our expense.

There are times when we may not have the product(s) that you choose in-stock or may face some issues with our inventory and quality check. In such cases, your order will be cancelled and refunded. You will be notified about it in advance so that you do not have to worry unnecessarily about your order.

Cottolio offers a 30-day return policy for air fryer only, starting from the date of delivery. Eligible aie fryer machines may be returned within this period for a refund.(Please note that this return policy does not apply to accessories or any products other than air fryer.) For full details and conditions, please refer to our Return Policy