Frequently Asked Questions

Here you can find the answers to your most commonly asked questions. Scroll down and the select the relevant section.

Ordering

Place an Order
How do I order?

Ordering with us is quick and simple. To Cotton On and place an order, please choose from any of these ordering options: 

• Online -  Visit www.cottontraders.com to start shopping or for more information How To Shop

• By phone - Call on 0844 844 1111* Have your customer number, Promotion Code, and the product details handy

• In store - Any of our stores throughout the UK will be able to place an order on your behalf. See Shops for more information.

• By Post**  - Complete and post an order form and send with full payment to:

Cotton Traders
Cotton Hub
Merlin Court
Atlantic Street
Broadheath
Altrincham
WA14 5NL

**UK orders only.
*Calls to 0844 numbers will cost 7p per minute plus your phone company’s access charge

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Do I need an email address to order online?

Yes. As part of the online ordering process, we will send you confirmation emails so that you know we have received your order. If you do not have an email address you can still place orders by phone or post.

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I am trying to place an order online but my address is not recognised.

There are a few occasions when your full address may not be returned on postcode search.

If this is the case at Login/Register page click on Create Account button under New to Cotton Traders

Then click on Enter address manually

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How do I pay for an order placed by telephone?

For offline orders, you can pay by credit/debit card, *cheque or postal order made payable to Cotton Traders Ltd.

We do not accept payment by cash.

For online orders, we accept all major credit and debit cards (please note due to technical issues we are at present unable to accept American Express cards for online orders).

Your card will be charged for the full value of your order on authorisation.

*UK mail orders only (please do not forget to include postage charges when sending payment as your order will be delayed if this is not included).

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Can I order from a BFPO address?

At Login/Register page, click on Continue button under New to cottontraders.com

Select UK in drop down menu and then click on Enter address manually then enter all details manually including your BFPO number in the postcode field. Please note all fields marked with an asterisk must be completed (repeat part of address if necessary).

If you prefer to place your order by telephone or mail order, please call 0844 844 1111* or submit your order form in the normal way.

*Calls to 0844 numbers cost 7p a minute plus your phone company’s access charge.

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Christmas Delivery
What is the last ordering date for Christmas delivery?

To receive your order in time for Christmas the cut off dates are as follows -

Standard delivery - order by 2pm Thursday 20th December 2018

Next day and nominated day delivery* - order by midday Friday 21st December 2018

*Last date available for nominated delivery is Saturday 22nd December.

For International Delivery Christmas cut off dates, please refer to the table below (order by 11am). 

Country Standard Delivery Priority Delivery
Cyprus - 19th December 2018
Czech Republic - 20th December 2018
Estonia - 20th December 2018
Greece - 19th December 2018
Hungary - 20th December 2018
Latvia - 20th December 2018
Malta - 20th December 2018
Slovakia - 20th December 2018
Slovenia - 20th December 2018
Australia 11th December 2018 -
New Zealand 11th December 2018 -
Canada 12th December 2018 -
Poland 13th December 2018 20th December 2018
Portugal 13th December 2018 20th December 2018
Sweden 13th December 2018 20th December 2018
Austria 14th December 2018 20th December 2018
Spain 14th December 2018 20th December 2018
USA 14th December 2018 14th December 2018
Belgium 17th December 2018 20th December 2018
Denmark 14th December 2018 20th December 2018
France 17th December 2018 20th December 2018
Germany 17th December 2018 20th December 2018
Ireland 17th December 2018 20th December 2018
Luxembourg 17th December 2018 20th December 2018
Netherlands 17th December 2018 20th December 2018

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Order Information
I've ordered online - How do I know if my order has gone through ok?

When you order online, a confirmation message will appear on your computer screen after your order has been registered with us. You will also receive an automated confirmation email to the email address you have given us.

Your web order number and order details will be displayed in the confirmation email. Your order details will also appear  in Order History. To see this, please log in to our website and click on View Orders.

If you have not received a web order number or confirmation email, please contact us by using our contact button below.

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Where is my order?

For UK orders, our aim is to deliver your order within 3 working days of dispatch.
Please allow 7 working days before chasing your goods and up to 28 days for any items that are out of stock when you order.

For international, we expect delivery to be within 3 - 7 days of dispatch and delivery will be by courier Monday to Friday during local country business hours with a signature service.

If you ordered online, you can log in and visit Order History in My Account to monitor the progress of your delivery.

To progress orders placed via telephone or mail order, please contact Customer Care on 0161 286 4321.

We deliver throughout the UK using our Hermes courier network of over 1800 local delivery agents. This makes your deliveries more secure and gives the added flexibility of evening and weekend deliveries in many areas. We have to allow 7 working days for delivery before we can raise an enquiry with our couriers.

Cotton Traders Ltd also deliver to Channel Islands and BFPO - for delivery to these areas, please allow a little longer.

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Will you tell me when my order has been dispatched?

If you have placed your order online, providing you have entered the correct email address when placing your order, we will send email confirmation when your order has been dispatched from our warehouse.

If you placed your order by telephone, stock availability and due dates should have been confirmed by one of our advisors.

If you placed your order by post, a letter will have been sent if your order was subject to a delay of more than 7 working days.

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How will I know if my order is delayed?

When placing your order via our website, you will have been advised of the expected delivery date for your items. If there is a further delay outside of this date, we will inform you in writing or by email.

Any orders sent in via mail order will receive a letter advising them of an expected delivery date if goods are not available for 7 days.  If there is a further delay outside this time, we will send a further letter to advise.

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Payments and Checkout
Is your website secure?

Cotton Traders takes website security very seriously. Our site meets all industry standards and is designed to keep your data safe at all times. We have worked with leading experts to ensure that our site security meets the very highest industry standards. At 'Checkout', any information you enter is encoded to prevent anybody else accessing your payment details. Our site uses Symantec SSL Web Server Certificates.

When you are in the secure section of the site, a padlock symbol should appear in your browser. This will either appear at the bottom of your browser, or to the right of the address bar at the top.When this symbol appears, you can be assured that the site security is in place.

In addition to this, we have recently worked with Visa and MasterCard to offer all our online customers the opportunity to register with 3D secure.

For more information, please see our Privacy Statement.

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Which cards do you accept for payment?

We accept all major credit and debit cards (please note due to technical issues we are at present unable to accept American Express cards for payment online).

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How do I save or change my card details at checkout?

If you save your payment details, it will make your checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order. (Please note you will always need to re-enter the security numbers on the back of your card as these are never saved.)

If you prefer not to save your payment details, please tick the relevant box in the payment details area at Checkout page.

nb - if this box is left unticked, your details will automatically be stored securely for future orders.

To change any payment details already stored on our site, please select new card details from the drop down option at the checkout (i.e. Visa/MasterCard) and overtype your new card details. (Please note this can only be done when you are placing an order).

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I am having problems at checkout

Although most aspects of our website run smoothly, we are aware that the site sometimes runs slowly for a small minority of our customers.

This may lead to 'time out' issues and cause problems moving around the site; particularly from basket to checkout.

Our Web Support team have provided the following advice:

- Close down all open web pages.

- Reset your internet connection.

- Re-open your web browser and clear cookies.

- Add items into the basket and then attempt to sign-in and proceed to checkout again.

- If none of the above work, maybe try an alternative browser such as Google Chrome or Firefox.

In the meantime, if you are still experiencing problems, please call our Orderline on 0844 844 1111 and one of our friendly advisers will take the order from you.

Alternatively, please leave items in the basket and retry later; maybe when there is less traffic on the website. If you are still experiencing problems, please use the contact button below to email us. Make sure to include any messages you have seen.

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Why is my payment not accepted?

We apologise if you are experiencing problems trying to place an order online.

Our site uses hosted payment which means that all sensitive data is stored in compliance with Payment Card Industry Standards. One of the requirements for authorisation is that at the payment details stage, your name and address must be entered exactly as they appear on your debit/credit card statement. If you experience problems at checkout, you may need to edit your billing address to ensure that the details match your card statement.

We hope you are successful when you next try to place an order online. If you do experience any further problems, please do not hesitate to contact us using the contact button below or call our Customer Care Team on 0161 286 4321.

Please note, due to technical issues, we are at present unable to accept American Express cards for payment online.

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Why have I seen a message advising only A to Z applicable?

If you have inadvertently hit a number key when entering the name on your card, you will see the following message: "the name on your credit card can only contain A-Z".

The same applies if you enter full stops after your initials. Please re-enter your name using only letters.

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What is Verified by Visa

Verified by Visa is a security service from Visa which adds an extra level of security to online card purchases. 

Any cards issued by Visa are eligible for this programme. To enrol in this scheme, you will need to visit the enrolment site of your card issuer or you may be asked to enrol when you next make an online purchase with a participating website. 

You will be asked to choose your own personal password. Then whenever you visit a site where Verified by Visa is enabled, you will be shown a box in which your must enter three random characters from this password to proceed through the checkout. 

More Information

Verified by Visa is a new service that lets you shop online with added confidence.

Through a simple checkout process, Verified by Visa confirms your identity when you make purchases at participating online stores. It's convenient, and it works with your existing Visa card.

Plus, Verified by Visa is a snap to use. You register your card just once, and create your own password. Then, when you make purchases at participating online stores, a Verified by Visa window will appear. Simply enter your password and click submit. Your identity is verified and the purchase is secure.

To activate Verified by Visa in your Visa card, or to learn more, contact the financial institution that issued your Visa card.

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What is MasterCard SecureCode

MasterCard SecureCode is a security service from MasterCard, which adds an extra level of security to online card purchases. Any cards issued by MasterCard are eligible for this programme. 

To enrol in this scheme, you will need to visit the enrolment site of your card issuer or you may be asked to enrol when you next make an online purchase with a participating website. You will be asked to choose your own personal password. Then whenever you visit a site where MasterCard SecureCode is enabled, you will be shown a box in which your must enter three random characters from this password to proceed through the checkout.

More Information.

MasterCard® SecureCode™ is a new service from MasterCard and your card issuer that provides added protection when you buy online at participating merchants. You choose your own personal SecureCode™ that provides added protection against unauthorized use of your MasterCard® or Maestro® card when shopping online at participating MasterCard SecureCode merchants.

Once MasterCard SecureCode is available from your issuer, enrollment is easy. You may visit your issuer's enrollment site to register for MasterCard SecureCode or the first time you purchase online at a participating merchant with your MasterCard or Maestro card, a window may appear from your card issuer asking you to provide personal information to confirm your identity. On the next screen, you will then be asked to create a personal SecureCode.

After you have created your personal SecureCode, for each subsequent purchase at a participating merchant a window from your card issuer will appear asking that you provide your personal SecureCode. In seconds, your card issuer confirms it's you and allows your purchase to be completed!

To find out more about MasterCard SecureCode go to MasterCard SecureCode

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Product Information
How do I find a particular product?

There are 3 simple ways to view our products

  • Quick Shop - enter codes in Quick Order Form boxes.

  • Find Products - enter code or word in Find Products box and click go.

  • Browse collections - visit tabs at the top of the page and select from the chosen department.
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What size should I order?

All our men's and unisex clothing is generously cut - probably more generously than you would expect.

Rugger Shirts: traditional fit, simply order as your chest size.
Polo shirts, Sweatshirts & Rollneck Tops: generously cut for comfort and style. For a closer fit, buy a size smaller.
Shirts: easy fitting style, simply select your collar size.

Shoes: In response to customer requests, our shoes now carry width labels so you can find a more comfortable fit easily. Feet widen as we age, so to find your most comfortable fit, remember to measure your feet regularly.

Our shoes are available from size 3 in selected ladies' styles and up to size 14 in selected men's. They are sized in line with the usual UK shoe size guide used by all other footwear retailers.

If you want to find out what size to order, click below to view one of our size charts.

Visit our Size Guides here

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How will I find out if you sell my size?

We try and offer an extensive range of sizes where possible. The Buying Grid online shows which sizes each particular item is available in.

This information is also available under the product information in the catalogue.

There is also a 'refine by size' option available on the left hand side of the page when you click into any collection.

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Where can I buy Club Rugby shirts from?

Club shirts are available from the club shop at the respective ground. You may also be able to purchase online via the club’s website.

For all other enquiries, please contact your local sports shop who may be able assist.

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Fairtrade Information

We have had several enquiries in relation to providing garments covered by the Fairtrade agreements. Having looked into this extensively we are, at present, unable to acquire the production capacity and quality to the standards we require.

We are continually reviewing and sourcing from all over the world to improve our range and give the customer a quality product at an excellent price. We have established strong relationships with our suppliers that span a number of years. We are assured that they all comply with our rigorous standards that are a requirement of our trading agreement and are continuously monitored by expert Quality Control Teams.

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Cancellations & Amendments
How do I add to my order once it has been submitted?

You cannot add to an order once it has been submitted. Simply place another order.

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Can I cancel or change an order?

As we are striving to offer the fastest shipping times possible, it is not possible to cancel or amend your order once it has been placed.

When ordering online, there is a message to advise the following at checkout:

Please check the details of your order carefully - no amends can be made after this point. 
Thank you for shopping, we hope you enjoy your purchases.

If you change your mind after you've ordered, you have the right to cancel the contract under these conditions: - 

i) If your whole order has not been selected for dispatch in our warehouse, we'll be happy to cancel it and refund you in full, immediately. Please contact Customer Care on 0161 286 4321 should you wish to cancel or amend your order. (please note this will not be possible on most occasions, only when a forward delivery date is shown.)

ii) Under Consumer Regulations, you have the right to cancel your order with us as long as you do so no later than 14 days after the day on which you receive your goods. You must inform us of your wish to cancel your order in writing either by letter or email, include your name, address and account number. You should return unworn goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you do cancel the entire order, it is your responsibility to return the goods to us at your cost.

The cost of your order will be reimbursed in full including any standard shipping charges provided the entire order is returned including any promotional gifts that formed part of the original order. Additional Shipping Charges: premium shipping will not be refunded if you cancel or return your order.

We will not be responsible for any loss or damage to your returned items during transit.

Once we receive your returned goods, we will refund you in full within 7 working days (Please allow up to 14 days for us to process the transaction). 

This cancellation policy complies with Consumer Contract Regulations 2015.

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Promotions
How do I claim my chosen promotion?

That’s easy. To obtain your special offer when ordering online, just enter your promotion code (found on the back cover of your catalogue or within the email received) at the basket or the checkout. You can also enter the code in the red promotion banner on each product page.

Please note that some offers have a minimum spend to qualify.

Please don’t worry if you don’t have a promotion code, it’s not compulsory!

Once you’re a customer, you can opt to receive email offers and promotions in the future by clicking here Email sign up.
All our gifts are chosen for specific promotions and cannot be changed. You can only use one promotion code per order.

We reserve the right to exchange the gift featured for an alternative.

All promotions have an expiry date. Please check this before placing your order.

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My promotion code isn't working

Firstly, check the expiry date of the promotion code and if you have reached the minimum spend to qualify. Then make sure the code has been entered in the correct place on the website (either in the red promotion banner on every product page or at the basket page).

If you are using a promotion code to take advantage of an offer on a particular product and the discount has not applied, please ensure you have selected the correct product. All of our products have a unique product number which you can type into the Search box at the top of the website homepage.  This product number will appear on the advert, leaflet or email.

If the code still isn’t working, please click on the Contact Us button below and a member of our Customer Care team will be able to advise.

If you are using a promotion code from an advert, leaflet or email intended for a UK audience, then this will not work on the website unless you have a UK billing address.

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I have 2 different promotion codes. Can I receive both offers?

We have various promotions running throughout the year. Occasionally, this means that some of our customers will receive information relating to more than one promotion. You may choose which offer you would prefer to receive but may only have one promotion per order.

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I have lost my promotional code - can I still receive this offer?

Yes. Providing the offer is still applicable and the relevant criteria is met, you will be able to place an order.

Please click on Contact Us to visit our contact page and provide details of the offer. Our Customer Care team will be able to advise of the correct promotional code to enable you to place your order.

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Why are the prices different on your website and in your catalogue?

We are always looking to offer the best possible prices and promotions to our customers. There are times when certain offers are available exclusively via our website. On other occasions, the catalogue received through the post or in a magazine or newspaper has exclusive offers. As long as you quote the relevant promotion code, you will receive the item at the correct price.

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I have forgotten to enter my promotion code - can this be added after I have placed my order?

Unfortunately, we are unable to apply any promotional offer codes to orders once they have been placed under any circumstance.

Remember to make a note of any offer codes you may need before you place your order and be sure to enter them in the Promotion Code box which can be found at the top right hand side of every page. 

In order to add a free gift or reduced item to your basket, you may need to click on the link provided after entering your Promotion Code. You will sometimes be required to select a size in your basket.

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I do not have a promotion code - can I still place an order online?

You do not actually need a promotion code to place an order online. Simply checkout as normal and a default code will be applied to your order. However if you provide us with your email address and have agreed that Cotton Traders can contact you by email with promotions and offers, you will receive regular emails offering many web exclusive offers. If you would like to sign up to receive these offers click here Email sign up.

We hope this is of assistance and look forward to welcoming you to the Cotton Traders Team.

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How do I find out about exclusive offers?

Simply sign up to receive our emails and keep up to date with our latest offers. We send many online exclusive offers throughout the year.

To receive these, please log in or sign up and visit My Account or click here Email sign up.

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How can I enter your prize draw?

You will need to be logged in to your account to enter the Free Prize Draw.

Click here to visit My Account with a link to the Prize Draw at the bottom of the page.

Once you have ticked to enter and clicked on continue, you will be returned to the My Account page and will receive an email to advise your account has been updated.

Or call our Orderline for entry into the Free Prize draw. There is no obligation to place an order.

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Stock
The item I want has sold out. Will you get any more in?

Sometimes the demand for a product is greater than we expected. 

When this happens, our buyers will do their best to arrange for further deliveries to meet demand.

The stock grid on the product page will show you when further stock is due in, up to 8 weeks, and allow you to place an order for future delivery subject to stock availability (the expected number of weeks is shown in stock grid).

If an item is due into our warehouse after 8 weeks, you will be able to ask for an email to be sent to advise when stock is available (this is shown as an envelope symbol on stock grid). You will then be able to place a further order.

If the stock grid shows X SOLD OUT - this means we are completely sold out of this item and are unable to obtain any further stock - please select another item.
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What if the delivery date changes since I have placed my order?

In the unlikely event of your order being further delayed, we will advise you in writing or by e-mail and supply the amended due in date.

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Why am I seeing a message 'loading stock information?'

We have recently made some improvements to our product pages and we hope that you find the images and stock grid easier to use.

If you are experiencing problems opening the stock grid, please try refreshing and reloading the page. If you are still unable to see the stock grid, please use the Quick Order form to add items to your basket: http://www.cottontraders.com/quickorder

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Click and Collect
Click and Collect

We are delighted to advise we offer a Click and Collect service at selected stores throughout the UK.

Click here  to find your nearest store.

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Preview
What is a preview order?

At Cotton Traders, we believe in giving you what you want. So, twice a year, we have a Preview range to find out what products you would like to see in next season’s catalogue.

You can get a huge 20% discount on advanced orders from the Preview catalogue. 

You’ll receive your items only when the new season catalogue is released but you won’t be charged a penny until your order is released and ready for dispatch. 

See your catalogue for full details.

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How do I order from Preview?

To view our Preview pages, please type following in to your browser.

http://www.cottontraders.com/preview 

Once in the Preview section, you can browse through the categories on the left, or search for products using the search box at the top of the page. When you have selected your items, please enter them in the basket and proceed to checkout. 

Enter payment details as normal but please note payment will not be taken from your card until your order is released for dispatch; as per the date specified on your catalogue. 

You will receive a web order number and an email confirming your order details. 

Remember, your 20% discount only applies to items from the Preview catalogue. If you wish to place an order for non preview items, please complete your preview order first. Your basket will then be cleared and you will be returned to our normal site. 

Please note it is not possible to order Preview and non Preview products in same order.

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Why is there an amount showing on my statement for Preview order?

Part of our preview procedure is to contact the customer's bank for authorisation to enable us to proceed with payment.

Although we will not take payment from your card until your order is released for dispatch later, an authorisation request will be sent to your bank for the full amount at the point of order.

The amount of time this authorisation request remains on your account varies with each bank and it reduces your available funds during this time.

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What if I have moved house since placing a preview order?

If you have ordered from our Preview catalogue and now need delivery to a different address, please contact our Customer Care Team on 0161 286 4321 who will happily amend your order.

To change your billing or delivery address online, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.

Here you will have the option to add a new delivery address or edit any existing ones by clicking on Edit Addresses. Once you have made the required changes, click on Save Changes.

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My Account information

Changing your details
How do I change my billing or delivery address?

To change your billing or delivery address when you are not placing an order, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.

Here you will have the option to add a new delivery address or edit any existing ones by clicking on Edit Addresses. Once you have made the required changes, click on Save Changes

While placing an order you will also have the option to add or amend your address at checkout.

n.b - Please note your billing address will be your default delivery address unless you add a different address and select Deliver to this address. This will then be made your default delivery address for all future orders unless you change it.

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How do I change my email address or password?

To change your email address or password, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.

Here you will have the option to change your password or update your personal details, once you have updated your password click on ‘Change Password’

For amendments to your email address or personal details please click on ‘Save Changes’ once you have completed your updates. 

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How do I add my date of birth?

To add your date of birth, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.

Here you will have the option to add your date of birth by clicking on Personal Details. Once you have entered your date of birth please click on Save Changes.

To receive special offers, please ensure you are signed up to receive our emails.

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How do I unsubscribe from your mailing list?

To ensure that all of your communication preferences are up to date, please take the following steps...

1. Log in  to your account at the top of the page.

2. Click on Edit Communications Options on the left hand side.

3. Tick or Untick the relevant boxes on the page and click Save Changes

Alternatively, contact us on 0844 844 1111* or write to us at following address:

Cotton Traders
Cotton Hub
Merlin Court
Atlantic Street
Broadheath
Altrincham
WA14 5NL

Due to our long lead times, we are sorry but you may still receive a small number of further mailings while we remove you from the list.

* Calls to 0844 numbers cost 7p a minute plus your phone company's access charge

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Order History
Can I view my orders online?

We are pleased to advise that any orders placed via our website can be seen in Order History.

If you ordered online, you can log in to your account and click on View Orders.

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What does processing mean?

If an item is processing, it means that it is in the process of being selected for picking and packing in our warehouse.  Your order will show as processing until it has actually been dispatched from our warehouse. The status will then change to dispatched and you will be able to track your delivery if you ordered online.

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What does dispatched mean?

If you see dispatched next to an item, this means the item has been fully picked and packed at our warehouse and has either left the warehouse or will leave on the next available trailer.

The item will have been given a tracking number, which you will be able to use to track your order online.

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What does cancelled mean?

If you have contacted us and asked us to cancel an item prior to dispatch, this will show as cancelled in Order Status and the Order Item status will show as refunded.

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What does refunded mean?

If you have returned an item to us, it will show as refunded when it has been received back at our warehouse and a refund has been applied. You may also see this if you have contacted us and asked us to cancel an item that has not yet been dispatched. This will show in Order History as cancelled in Order Status and the Order Item status will show as refunded.

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What does 'On Hold' mean?

Your order will be held if the criteria for placing orders with Cotton Traders has not been met, for example if a PO Box number is present in the address.

We will either contact you for an alternative address or, if this is not possible, we will cancel the order and advise you by email.

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Why does my order show as backordered?

If an item on your order is not in stock in our warehouse at the point of order, you will be advised of this in the stock grid before you click to buy the item. The stock grid will show a green tick if the item is in stock or is due in next 4 working days, a red tick if item is low stock, a number if the item is due in the appropriate number of weeks and a cross if it is not available.

Your Order History will show as "backordered" if an item on your order is not in stock in our warehouse. It may be that only 1 item is due in at a later date but whole order will show as "backordered" until the other items are dispatched. If a delayed item is due in next few days, we will hold your whole order to try and send your goods out in one parcel.

Your Order History will update to processing and then, when the order is dispatched, you will receive a confirmation email to advise.

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Why am I seeing a message to advise item is unavailable in Order History

If an item has been removed from our site since you placed your order, this message will appear in your Order History. It is only to advise that it is no longer available to purchase and does not affect your order if you have already purchased the item.

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Why can I not see my order history?

While we conduct some essential maintenance to our Website your order history will be temporarily unavailable.

This will be available to view again very soon.

In the meantime if you have any queries regarding your account please contact our Customer Care team on: 0161 286 4321 (8am - 8pm Mon-Friday, 8am-6pm Sat, 9am-6pm Sun)

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Password Information
Is my password secure?

Please rest assured our website is secure and we use SSL Web Server Certificates.

Our security settings are constantly being reviewed. Please click here to create an account, login or access your Account Overview section.

When you are in the secure section of the site, a padlock symbol should appear in your browser. In most browsers, this will appear to the right of the address bar at the top. When this symbol appears, you can be assured that the site security is in place.

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Forgotten your password?

If you have forgotten your password, please go to the log in page. You then need to click on Forgotten Your Password? and enter your email address. A new password reset link will then be forwarded to you securely.

To log into your account, simply enter your email address and new password into the entry boxes on your 'log in page'.

Once signed in, please then visit Account Overview to change your password to something more familiar.

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Why haven't I received a password reminder email?

If you have requested a password reminder, the email containing the password reset link should arrive in your inbox almost immediately. However, if after an hour the email still hasn’t come through, please check the following, and then try again.

1. Check that the email hasn’t gone into your Spam or Junk Email folder. Sometimes, important emails can be redirected there by mistake even though they are not junk emails.

2. Check that you entered the correct email address. It’s very easy to mistype an email address, e.g. typing hotmail.com instead of hotmail.co.uk so please double check that you entered the correct address.

3. Check that your inbox isn’t full. If you have too many emails in your inbox, your email provider may sometimes prevent you from receiving any new emails.

4. Add e-mail@cottontraders.com to your safe senders list. If you add our email address to your safe senders list, this will ensure that our emails are never blocked or considered as spam. If you are not sure how to add an email address to your safe senders, please consult your email provider for more information.

If all of the above steps have been tried, and you are still unable to receive the password reminder, please use the ‘Contact’ button below to get in touch with our Customer Care team. Please include as many details as you can about your problem.

Contact Us

I'm having trouble with the password you have sent me

If you are an existing online customer and have requested a password reset, you should be sent a password reset link. Simply, follow the instructions to reset your password.

If you are still experiencing problems, please check the list below:

Are you entering your email address and password in the correct boxes? (Sign in boxes are on the left hand side of the login page)

Have you removed any saved password details before copying and pasting your new password?

Is the email address you are using to sign in the same one that password is registered against?

Have you missed the 1st or last digit or copied in an extra space when copying new password reminder?

Please note passwords are case sensitive

IMPORTANT INFORMATION

We recommend that you change your temporary password to something more familiar to you by visiting your  Account Overview page once you are logged in.

If you are still experiencing problems after following the above steps, please contact us using the contact button below.

Contact Us

How do I unlock my account

Your security is very important to us and in order to protect your security, your account has been locked. This may be due to multiple failed log in attempts.

To unlock your account, please contact our Customer Care Team on 0161 286 4321.

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Why can't I register two passwords against the same email address?

We ask each customer to create a password against their unique email address. This is safe and secure and it ensures that the correct customer receives the right confirmation email, password reminder and any emails that we send relating to their account. 

The easiest way to register two customers at the same address with different passwords is to create a second email address. This can be done either through your own service provider or we believe that they are particularly easy to set up with Googlemail and Yahoo Mail.

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Website

Log In/Register
How to register as a new online customer

If you have never provided us with your email address, you will need to register with us as a new online customer with your email address and a password of your choice.  

You can do this from our Home Page by clicking on Log in/Register in the top right hand corner. Alternatively, if you prefer, you can simply choose the items you want to order and then register following the instructions below when prompted to do so at checkout.

To register, you will need to enter your name, telephone number, country and postcode and then search for your address using the drop down menu under FIND ADDRESS. Once you have selected your address from the drop down menu or entered it manually, you will then need to enter your email address and password of your choice and reconfirm these details in the boxes below.

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My address is not recognised

There are a few occasions when your full address may not be returned on postcode search.

If this is the case at Login/Register page, click on the Continue button under 'New to cottontraders.com'

Select UK in the drop down menu and then click on Enter address manually.

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How do I log out of your site?

Simply click on the log out button located at the top of the page. 

Please note that unless you log out after each session, you will remain logged in to our site and will be returned to the home page next time you click on our site.

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Reviews
How do I leave a review for a product?

To leave a review for one of our items, simply locate the product on our website by entering the product code in the search box at the top of our Home page.  Once you have entered this code, click on the image to be taken to the full page. Underneath the price, you will see a star rating for the product and a header.

*****     Write a Review   

You will then be able to add your review on a simple form.

We are grateful for all customer feedback and look forward to receiving your review.

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Why am I seeing a message 'Use only letters and numbers' when trying to post a review?

When entering your name on the review form, please do not include any spaces or punctuation. If it is easier, you may wish to just submit your review in your first or last name.

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Why has my review not been published?

We really do want to publish all the reviews we receive, if possible, but certain guidelines are necessary so that the information available to other customers is relevant to the product. This helps them make an informed decision when selecting products from our range.

Below is a list of possible reasons why your review may not have been published:

· It was directed to our customer services to follow up and reply – e.g. issues with customer care, delivery, returns or any type of question. Please note our customer services will contact you shortly to help you with any queries.


· You have given a misleading star rating, e.g. a positive text review but a 1 star rating or a negative review with a 5 star rating.


· You might have mentioned specific discounts, promotions and/or pricing, including the concerns of the price rather than the product.


· It was not written in the English language.


· You have mentioned a known or a suspect competitor or attempted to direct people away from our website.


· If there was any legal interest or inappropriate content e.g. evidence of violence, claims of legal action and/or pornography.


· It contains private and/or self-identifiable information e.g. your post code or bank details.


· It mentions shipping issues, including but not limited to delivery of the wrong product, items damaged as a result of delivery, or the cost of shipping and returns.


· It is clearly identified as a piece of spam.


· It has inappropriate comments and/or profanity.


· There is no text in the text field.


· Our system has identified you as being under the age of 13.


· There is a lack of purchasing experience, including having not yet received your product to provide a factual review or if you simply haven’t purchased the product.. 

If you think any part of your review could have included information that may have prevented it from being published, we would be very grateful if you could resubmit your review omitting reference to any of the above.

If you require any further information, please do not hesitate to contact us through the contact option below.

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Delivery and Returns

Delivery
What are your delivery options?

Please see below for our UK delivery options:

Standard £3.99  - Delivered within 3 working days.
Next Day £5.99 -  For delivery Mon - Sat. Order by 5pm Mon - Fri, 2pm Sun.**
Nominated Day £5.99 - For delivery Mon - Sat. Order by 5pm prior day, 2pm Sun.
Sunday £6.99 - Order by 2pm Saturday.
Click & Collect - £2.99 for orders under £35.  

Click and collect  - myHermes Parcelshop £3.99.

** - Next day is not available for Highlands & Islands/Northern Ireland/Isle of Man/Jersey or Guernsey.

The above is subject to availability and for in-stock items.

Please note couriers may deliver up to 8pm on designated day of delivery (most deliveries will be made before 6pm.)

**Excludes Preview orders.

Further information relating to deliveries

We deliver throughout the UK using Hermes delivery service through 10,000 local couriers.

This makes your deliveries more secure and gives the added flexibility of evening and weekend deliveries in many areas. We have to allow 7 working days for courier delivery before we can raise a query.

For overseas orders, we expect delivery to be within 3 - 5 working days of dispatch and delivery will be by courier, Monday to Friday during local country business hours with a signature service.

If you ordered online, you can log in and select My Account to monitor the progress of your delivery under Order History. If you have provided us with an email address, we will also email you when your parcel has been dispatched to enable you to track your parcel.

If you placed your order by telephone, availability and due in dates will have been confirmed by the advisor.

If you placed your order by mail, a letter will be sent to advise you should your order be subject to a delay of more than 7 working days.

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Christmas Delivery

To receive your order in time for Christmas the cut off dates are as follows -

Standard delivery - order by 2pm Thursday 20th December 2018

Next day and nominated day delivery* - order by midday Friday 21st December 2018

*Last date available for nominated delivery is Saturday 22nd December.

For International Delivery Christmas cut off dates, please refer to the table below (order by 11am). 

Country Standard Delivery Priority Delivery
Cyprus - 19th December 2018
Czech Republic - 20th December 2018
Estonia - 20th December 2018
Greece - 19th December 2018
Hungary - 20th December 2018
Latvia - 20th December 2018
Malta - 20th December 2018
Slovakia - 20th December 2018
Slovenia - 20th December 2018
Australia 11th December 2018 -
New Zealand 11th December 2018 -
Canada 12th December 2018 -
Poland 13th December 2018 20th December 2018
Portugal 13th December 2018 20th December 2018
Sweden 13th December 2018 20th December 2018
Austria 14th December 2018 20th December 2018
Spain 14th December 2018 20th December 2018
USA 14th December 2018 14th December 2018
Belgium 17th December 2018 20th December 2018
Denmark 14th December 2018 20th December 2018
France 17th December 2018 20th December 2018
Germany 17th December 2018 20th December 2018
Ireland 17th December 2018 20th December 2018
Luxembourg 17th December 2018 20th December 2018
Netherlands 17th December 2018 20th December 2018

 

Contact Us
Do you provide parcel insurance?

Cotton Traders will always endeavour to ensure that your parcel is delivered safely to you. However, in the unlikely event that the parcel is lost on its way to you, with the 48p insurance, we will automatically replace the order, prior to tracing the original, after 7 working days.

Placing insurance on your online order couldn’t be easier.  When viewing your shopping basket, simply tick the box below the basket, and the 48p will automatically be added to the cost of your order. You can change your mind at any time before you reach checkout by unticking the box. When ordering by telephone, you will be offered the 48p parcel insurance by the advisor. When ordering by mail, the optional insurance is present on the order form.

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Can I specify a day or time for delivery?

No, the courier will attempt delivery 3 times before returning the parcel to us.

The courier will attempt delivery and if you are not at home, one of the following will take place:

• The courier will leave your parcel in a safe place and leave a calling card to advise where it is.
• The courier will leave your parcel with a neighbour and ask them to sign for it.

If none of above is possible, the courier will leave a drop card with further instructions.

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Can I have delivery to a different address?

Yes, while placing an order you will have the option to change your delivery address at checkout*

To change your delivery address when you are not placing an order, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.

Here you will have the option to add a new delivery address or edit any existing ones by clicking on Edit Addresses. Once you have made the required changes, click on Save Changes

Please note that your billing address must match the address on your credit/debit card statement to allow payment to be authorised.

*For the security of your package, we do not deliver to PO Box addresses.

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Can I change my delivery address after I have placed my order?

Once you have placed your order with us, it is not possible to change the delivery address* The courier will attempt delivery and if you are not at home one of the following will take place

• The courier will leave your parcel in a safe place and leave a calling card to advise where it is.
• The courier will leave your parcel with a neighbour and ask them to sign for it.

If none of above is possible, the courier will leave a drop card with further instructions.

*If you have ordered from our Preview range or you have a forward delivery date on your order and it has not yet been selected for dispatch please contact our Customer Care Team on 0161 286 4321 for further advice.

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Can I have delivery to an address in another country?

 

You will be able to add a different international delivery address from your billing address. Please ensure you select the country from the drop down menu at checkout.

Please note your billing address must be the address your card is registered to.

International delivery is Monday to Friday during local country business hours with a signature service.

For more information please see International Delivery .

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Important information to help you track your parcel

Important information that may assist when tracking your parcel

Please note there may be a delay before tracking information becomes available - please do not contact Hermes direct – if after reading information below you need to contact us, click on the Contact Us button at bottom of page.

Below is a brief summary of some of tracking details you may see on Hermes website.

Mis-sort - Parcel has been sent to incorrect depot - Hermes will resend to correct depot. Please allow a further 4 working days from the day of mis-sort for delivery.

Carried Forward - the courier has not been able to deliver during the day and will carry forward to the next day or the date stated.

Not Delivered - access problem - this means the courier is experiencing difficulty delivering your parcel and it usually means we require more information to pass to the courier - please contact us.

Address Query - the courier cannot find the address or the address is incorrect - please contact us.

Courier to re-attempt - the courier was not able to deliver but they will try again (the courier will try 3 times before returning the parcel to the depot).

The above are exceptions. Most of the time, the information you will see is easy to decipher and will give clear details as to the whereabouts of your parcel eg - delivered to: (garage, neighbour etc) Signature from customer - date and time signed for.

Please allow 7 working days for our courier company to complete delivery unless the information on Hermes' website indicates that we need you to contact us as above.

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I have an item missing from my order

We want you to be delighted with your order but, very occasionally, mistakes can occur. If an item is missing from your parcel, please call our Customer Care Team on 0161 286 4321 who will discuss the best course of action.

Before calling, please check your dispatch note to make sure the item is not to follow due to a delay from our suppliers.

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Returns
How long do I have to return goods after Christmas?

We appreciate that at this time of year our customers need a longer returns period.

Any goods purchased as Christmas presents may be returned unril the end of January following the instructions on the reverse of the dispatch note.

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How do I return goods?

We hope you will be very happy with every purchase, however you can return an item if needed.

Should you need to return an item, we will promptly refund or exchange any unworn item(s) returned in a saleable condition, within 14 days of receipt of your original order. This does not affect your rights to return faulty goods or any other statutory rights.

For orders dispatched after 22nd September 2018 - you can return using one of our easy and trackable services.

UK Orders

To make returns easier, use one of the return labels on your dispatch note. £2.95 will be deducted from your refund to cover the postage.

Hermes

Attach the Hermes return label and place it over your address on the parcel and take to a Hermes Parcelshop.

To find your nearest Hermes Parcelshop please visit www.myhermes.co.uk/parcelshopfinder

Royal Mail

Attach the Royal Mail return label and place it over your address on the parcel and take to a Post Office.

To find your nearest post Office please visit www.postoffice.co.uk/branchfinder

For orders dispatched before 22nd September 2018

UK Orders

Choose from the following options as your preferred method of choice for return.

1.Courier collection from your doorstep or Local *ParcelShop drop off (£2.95 inc vat & insurance up to £50) – to arrange, please go to Hermesparcelreturn.co.uk/return/cottontraders & follow instructions (not available for Click & Collect orders or for Channel Islands and Isle of Man)

*To use these services, you will require the use of a printer to create a returns label and will need Adobe installed on your computer

2. Royal Mail - Peel off the returns address label from your dispatch note and affix to your parcel – note this is not a pre-paid label - you will need to pay return postage costs - take the parcel to any post office - obtain & retain proof of postage for your records.

All returns should be sent back to the following address:

Cotton Traders Ltd
Prolog Phase 3
Chilton House
Sherwood Park
Annesley
Notts
United Kingdom
NG15 0DJ

Should you have any concerns about your return parcel arriving safely, we would recommend you consider Royal Mail parcel insurance as Cotton Traders are not liable for any return parcels damaged or lost in transit.

Please note the above refers to goods purchased via Home Shopping only. Goods purchased from any of our retail stores or concessions must be returned to any retail store within 28 days of purchase

If you have any return queries, please do not hesitate to contact our Customer Care Team on 0161 286 4321 (UK only) who will be happy to assist you.

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What is your returns address?

All returns should be sent back in the original bag where possible to the following address:

Cotton Traders Ltd
Prolog Phase 3
Chilton House
Sherwood Park
Annesley
Notts
NG15 0DJ
United Kingdom

Contact Us

Do you refund original postage charges?

Please refer to our Cancellation Policy in Terms & Conditions. 

If you have met all criteria stipulated there and your original postage charges have not yet been refunded, please contact us using the Contact button below.

We comply with all Consumer Contract Regulations.

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What should I do if I receive the wrong item?

We want you to be delighted with your order but occasionally mistakes can occur. If you have received the wrong item, please call our friendly Customer Care Team on 0161 286 4321 who will discuss returning the incorrect item and arrange for the correct one to be sent on its return.

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How do I return an item that has been bought as a gift?

We will need the name and address of the person who made the original purchase to enable us to locate the order.

We suggest that you call our Customer Care Team on 0161 286 4321 so that we can flag the order to ensure it is not automatically refunded by our warehouse.

Please return at your own expense within 14 days of receipt and we recommend you take out appropriate insurance as Cotton Traders are not liable for any returns damaged or lost in transit.

On receipt of your parcel we will then be in a position to offer gift vouchers for the value of the order which may be used against mail or telephone orders. Please include in your covering letter the address to which you would like the gift vouchers delivered.

A: Complete the Returns slip with relevant details for your return item, detach & enclose returns slip in your parcel with your returned item.

B: Peel off the returns address label and affix to your parcel – please note this is not a pre-paid label – you will need to pay return postage costs.

If you have mislaid the returns label and need to return an item to us the returns address is:

Cotton Traders Ltd
Prolog Phase 3
Chilton House
Sherwood Park
Annersley
Notts NG15 0DJ
United Kingdom

1. Local *ParcelShop drop off (£2.95 inc vat & insurance) – to arrange, please go to Hermesparcelreturn.co.uk/return/cottontraders & follow instructions (not available in Channel Islands or Isle of Man)

2. *Courier collection from your doorstep (£2.95 inc vat & insurance) – to arrange please go to Hermesparcelreturn.co.uk/return/cottontraders & follow instructions. (not available in Channel Islands)

*To use these services you will require the use of a printer to create a returns label and must have Adobe installed on your computer

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How do I return goods purchased from one of your shops?

All Cotton Traders goods must be returned via the method they were purchased. If the goods were purchased from one of our stores, they can be returned to any Cotton Traders store or outlet within 28 days of purchase. If there is a fault with your item, please take it to a Cotton Traders store to be inspected by the store staff.

Under no circumstances can any items purchased from a retail store be returned via Mail Order and vice versa.

A refund can be obtained on production of a valid receipt. Without this, we will offer an exchange on the returned goods at their current value.

To locate your nearest store, click here.

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Hermes Tracking

You can track your returned parcel by going to https://www.hermesparcelreturn.co.uk. Simply, enter your 16 digit barcode reference from your returns label or confirmation email in the ‘track my parcel’ box.

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Printing the Hermes returns label

To print off your Hermes returns Label, you will require the following:

· Adobe installed on your computer (you can download this directly from the Hermes site before you enter your payment details.)

· Access to a printer to print out your returns label.

After entering your Address details and price, we recommend you make use of the “test your printer” facility to ensure that your label will print properly.

If your label has failed to print and you have already entered your payment details or you have any further queries, please contact Hermes directly via: returnssupport@hermes-europe.co.uk

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Can I return and item bought from home shopping to a retail store?

It is not possible at present to return goods bought from Home Shopping (online, telephone or post orders) to any of our retail stores.

Any items purchased via Home Shopping must be returned via Hermes or Royal Mail.

Please follow the procedure on the reverse of the dispatch note and return the parcel to the following address:

Cotton Traders
Prolog Phase 3
Chilton House
Sherwood Park
Annesley
Notts
NG15 0DJ

Click here to view our full returns procedure

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Exchanges
How do I place an exchange order?

EXCHANGES (Colour & Size only)

Upon receipt of your order, if you find you need to replace an item - alternative size or colour only - we will happily re-order your replacement item and dispatch with free postage provided this request is made within 7 days of receipt of order – please call our Orderline on 0844 844 1111 & select the option to order a replacement item.

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Where is my replacement item?

All orders returned back to Cotton Traders are automatically refunded back to the original payment method.

If you would like to receive a replacement item (same item - different colour or size), we will re-order with no fee to you for post and packing. Simply call our Orderline on 0844 844 1111 and select option 3.

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Cotton Traders Information

Shops
Where is my nearest Cotton Traders store?

Cotton Traders now has many shops and outlets across the country.

Our stores are located in a variety of towns, cities, garden centres and other locations around the nation.

To locate your nearest store click here to visit our Shops section.

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Do your stores stock all the items available online?

They always try to stock as much of the range as possible. In fact many of our stores stock items that are no longer available online or via mail order. If you're making the trip for something in particular though, give them a call first to check they have it in stock: we wouldn't want you to have a wasted journey. Click here to see a list of our stores

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Can I place an order from the catalogues in one of your stores?

Yes, ideally you would need the article code and the colour and size you require. Don't worry if you do not have a catalogue to hand - the store will be able to provide one for you. The assistant will place the order with our friendly Contact Centre on your behalf.

n.b. If you have a Promotion you wish to take advantage of, please take the promotional code with you when you visit the store (one promotion per order).

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Why are prices in your retail stores different from those advertised on your website?

All garments have a RRP (recommended retail price). There are different promotions available via our website and also in our retail stores. As a customer, your best option it to compare the two and choose how to place your order.

Contact Us
How do I return items bought from one of your stores?

Goods bought through one of our Retail Shops can be returned with a valid receipt to any Cotton Traders store or outlet within 28 days of purchase. Click here for our list of shops.

Contact Us

Do you sell gift cards in your retail stores?

We sell a Gift Card in our retail stores.* Please note this Gift Card can not be used online or via mail order and cannot be exchanged for cash. Please visit our store locator for your nearest store.

*Cannot be purchased or redeemed at Boundary Mill, Tweedmill or Ross on Wye.

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Security and Privacy
Privacy and Cookies

To view all relevant information below about our privacy policy and the use of cookies on the Cotton Traders web site please click here.

Our Commitment to Privacy
Your trust and privacy are our highest priority. At Cotton Traders, we are committed to protecting your privacy as a customer and pledge to respect you and the information you provide. Cotton Traders observe the code of practice covering the use of personal data as outlined in the Data Protection Act of 1998. We also comply fully with the Consumer Contract Regulations 2013 and the 2003 Privacy and Electronic Communications Regulations.

What this means to you
We will never send you marketing communications without your consent and we will certainly never pass your details onto other companies unless you have given us permission.

You are free to unsubscribe at any time. So if you no longer wish to hear from us, we will stop contacting you. The security of your personal data is of paramount importance to us and we will not store your data for longer than is reasonable.

Emails
When placing an order or registering on this website, you will be asked to provide your email address. This is for your convenience, allowing us to send you registration and order confirmation emails and further update emails relating to your order and account updates.

If you do not wish to receive any future offers from us via email, please visit the My Account section, click on the 'Edit communication options' link and then untick the relevant boxes. We promise we will never pass your details to any third parties.

Internet Security
All data provided to the Cotton Traders website is treated with the utmost sensitivity. Data is coded using advanced techniques and is transferred via a maximum safety connection (SSL). Any account information provided can only be read by Cotton Traders authorised computers.

For more details, please read our Security Statement.

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Is your site secure?

In October 2008 Cotton Traders became the first retail merchant in the UK to be officially certified as Tier 1 compliant with the Payment Card Industry Data Security Standard (PCI DSS).

Click here to read our security statement.

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What is your privacy policy?

To view a full copy of our Privacy Statement click here.

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I'm worried that I may have received a fraudulent email, what can I do?

If you think you have received a fraudulent email, please use the Contact Button at the bottom of this page to advise and we will reply with an address to forward the email to.

We have worked with leading experts to ensure that our site security meets the very highest industry standards.

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Terms and Conditions
What are your Terms and Conditions

To view a full copy of our Terms and Conditions, click here.

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Gift Vouchers
Do you sell gift vouchers?

Cotton Traders Gift Vouchers can be purchased by contacting our Customer Care Team on 0161 286 4321. 

These vouchers may be exchanged for goods ordered through our telephone or mail order services. Gift Vouchers cannot be redeemed through our retail shops or on our website.

We also sell a Gift Card* in our retail stores.

To locate your nearest store, click here.

*Please note Gift Cards can not be used online or via mail order.

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Where can I use Cotton Traders gift vouchers?

Cotton Traders Gift Vouchers may be exchanged for goods ordered through our telephone or Home Shopping services. 

Vouchers cannot be redeemed through our retail shop or website and they cannot be exchanged for cash.

Our retail stores also offer a Gift Card. Please note these can only be used in store and cannot be redeemed via telephone, mail or online.

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Opening Hours
What are your contact centre opening hours?

Our Contact Centre opening hours are shown below:

Orderline - 0844 844 1111 
Monday to Friday - 8am to 8pm
Saturday - 8am to 6pm
Sunday - 9am to 6pm

Customer Care - 0161 286 4321
Monday to Friday - 8am to 8pm 
Saturday - 8am to 6pm
Sunday - 9am to 6pm

Contact Us

What are your Christmas opening hours?

Our Contact Centre Christmas opening hours are shown below:

Orderline - 0844 844 1111     Customer Care - 0161 286 4321

Christmas Eve                       8am to 2pm

Christmas Day                      Closed 

Boxing Day                           Closed

Thursday 27th December      8am to 8pm

Friday 28th December           8am to 8pm

Saturday 29th December       8am to 6pm

Sunday 30th December         9am to 6pm

New Years Eve                      8am to 8pm

New Years Day                     Closed

Wednesday 2nd January       8am to 8pm

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What are your bank holiday contact centre opening times?

Our Contact Centre will be open from 9am to 5pm on the Bank Holiday.

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Catalogue Requests
How do I order a catalogue?

To receive our latest catalogue within 7 days click here. Please note you will need to be signed in or register with us to request a catalogue on this page.

Contact Us

How long will my catalogue take to arrive?

Your catalogue should be with you within 7 to 14 working days.

Contact Us
Contact Us
How do I provide positive feedback?

We welcome all feedback at Cotton Traders and will pass your comments on to the appropriate person or department. 
To pass on any positive feedback, please use the contact button below. We thank you in anticipation.

Contact Us
How do I apply for a job at Cotton Traders?

We are always on the look out for bright and talented individuals to work in all areas of our business. If you wish to be considered for a position within our company, please click here to visit our Careers page.
Thank you so much for your interest in Cotton Traders.

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Cotton Traders and the Environment
What is your policy on environmental issues?

Although we produce many catalogues, we care for the environment at Cotton Traders and ensure that, where possible, we are as environmentally friendly in sourcing our print production.

All of our printed materials are sourced from environmentally aware suppliers. It is important to Cotton Traders that all printing suppliers show a commitment to the environment, having achieved the ISO 14001 Environmental Accreditation, which ensures they are operating at the best possible environmental standards. 

Where possible, our paper is sourced from sustainable forests and all of our suppliers operate a robust and comprehensive Recycling and Waste Management system. 

Amongst our supplier list are the winners of the Print Week Awards 2006 for Environmental Printer of the Year 2006/2007.

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What is the history of Cotton Traders
What is the history of Cotton Traders?

Cotton Traders was founded in 1987 by former England rugby captains: Fran Cotton and Steve Smith. To find out more about the history of our company, visit  'Our Story'.

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Product Information

Wellington Quality Guarantee
Wellington Quality Guarantee

Wellingtons purchased through our shops, via email order, Contact Centre or from cottontraders.com are guaranteed to the original purchaser for 12 months from the date of purchase against manufacturing faults. This applies to Wellingtons purchased after 20th April 2017.

Within the first year of purchase, if you have reason for complaint, please contact our Customer Care Team on 0161 286 4321 or click Contact Us below.

Cotton Traders reserves the right to refuse the return of products, which are not sent back in accordance with our procedure and we may request that you pay for the shipping of such goods back to you.

This guarantee does not cover damage or faults caused by misuse or by normal wear and tear (e.g. scratches and scuffs, wear on the soles, or inappropriate care.) Any repairs carried out by a third party, or any alteration (e.g. personalisation) of the wellingtons will invalidate this guarantee. This guarantee does not affect your statutory rights.

It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion. If we agree that the Wellingtons do suffer from a manufacturing fault then we will, at our option, either issue you with a replacement pair (if we have one in stock) or we will reimburse you the purchase price.

We do not cover faults due to contact with animal urine as this degrades the rubber and causes the surface of the Wellington boot to weaken.

Looking After Your Wellingtons

In some circumstances, you may notice a white powdery ‘bloom’ on the surface of your Wellingtons. Rubber is a naturally occurring product and in certain situations, insoluble particles may rise to the surface. This is natural characteristic of high quality, natural rubber and should not cause concern; it does not affect the durability of your boots.

If your boots get dirty, use lukewarm water and a clean cloth to wipe them clean and then allow them to dry naturally.

Store your boots in a cool dry place, avoiding any contact with sources of heat, extreme cold or direct sunlight. Do not store your wellingtons folded or creased.

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