Frequently Asked Questions

Find the answers to your most commonly asked questions right here...just scroll through and select the relevant section. If you need anything else, you'll find a 'Contact Us' button within each section, so you can contact our Customer Care Team directly.

Ordering

Place an order
How do I order?

Ordering with us has never been easier. To place your order, just choose from the following options: 

• Online - visit us at www.cottontraders.com to shop safely and securely, or find more information on How To Shop

• By phone - Call our friendly UK Contact Centre on 0844 844 1111*. Just keep your customer number, promotional code and the details of what you'd like to order handy. 

• In store - Our friendly in-store teams will be more than happy to place an order on your behalf. With over 100 stores across the country, we're never far away! To find your nearest store click here

• 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

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

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Do I need an email address to order online?

Yes. We will send you emails to confirm that your order has been placed successfully and to let you know when it’s on its way! If you don’t have an email address, don’t worry; you can still place an order over the phone or by post.

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

If your address isn’t showing using our postcode search, visit our Log In/Register page. Click Create Account under New to Cotton Traders followed by Enter address manually.

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How do I pay for an order placed by telephone?

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

Unfortunately we cannot accept cash as payment.

For orders placed online, we accept all major credit and debit cards, however, we are currently unable to accept American Express due to technical issues.

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

*UK mail orders only. To avoid delays, please don’t forget to include postage fees in your payment.

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Can I order from a BFPO address?

On our Log In/Register page, just click Continue under New to Cotton Traders.

Select UK from the dropdown menu and click Enter address manually before entering all details manually, including your BFPO number in the postcode field. Please note that all fields marked with an asterisk must be completed (repeating part of the address, if necessary).

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

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

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

Once your online order has been registered with us, it will be confirmed by a message on your screen. We’ll also send an automated confirmation email to your email address.

You’ll find your order number and confirmation of what you’ve ordered on your email, as well as in My Account. To see your order history, just log in to your account and click on View Orders..

If you haven’t received your order number or confirmation email, please get in touch using the 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 placed your order online, we’ll send an email to let you know when it’s on its way!

If you’re placing your order over the phone, our advisors will confirm stock availability and how soon you can expect your delivery.

If you placed your order by post, we’ll notify you by letter if there’s a delay of 7 working days or more.

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How will I know if my order is delayed?

If you placed your order online, you should have received your expected delivery date. If there’s any delay beyond this date, we’ll let you know by email or in writing.

If you placed your order by post or over the phone, we will write to you to let you know when you should expect your delivery if any items aren’t available for 7 days. If we experience any further delays, we will contact you again to let you know.

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Payments and Checkout
Is your website secure?

We take your safety and security online very seriously. Our website meets the very highest industry standards, and is designed to keep your data private and protected at all times with the use of Symantec SSL Web Server Certificates.

When you checkout, any information you enter is encoded to prevent anybody else from accessing your payment details.

For reassurance that the area of the website you’re in is secure, a padlock symbol will appear either at the bottom of your browser, or to the side of the address bar.

We have also worked closely with Visa and MasterCard to offer all of 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?

For orders placed online, we accept all major credit and debit cards. However, we are currently unable to accept American Express due to technical issues.

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

When you checkout, you can make ordering in the future even quicker by choosing to save your payment details.

Once you’ve entered your payment details, they’ll be saved to your account, saving you from having to re-enter them next time you shop with us. Please note that you’ll need to provide us with the 3-digit Card Verification Code (CVC) on the back of your card every time you order, to help us keep your data safe.

If you’d like to save your payment details, just tick the relevant box at the payment stage when you checkout.

To change any payment details that are already saved to your account, please select new card details from the drop down menu when you checkout (i.e. Visa or MasterCard) and type in the details of your chosen card. Please note that this can only be done when you’re placing an order.

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Help! I am having problems at checkout

We know that there’s nothing more frustrating than a site running slowly. On the rare occasion that you’re having trouble placing your order, you can take the following steps to try and resolve the issue:

- 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 you don’t have any luck with the above, try an alternative browser e.g. Google Chrome or Firefox, or leave the items in your shopping bag and try again later when the website might be quieter.

If you’re still experiencing problems, please call our friendly UK Contact Centre on 0844 844 1111* and one of our advisors will be happy to place your order over the phone. Alternatively, please use the Contact button below to send us a message, including any error messages you might have seen whilst attempting to place your order.

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

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Why is my payment not accepted?

We’re sorry if you’re having problems placing an order online. In order to keep all of your personal information private and protected, our website uses hosted payment to ensure that your data is stored in compliance with Payment Card Industry (PCI) standards.

To ensure that your payment is authorised, please ensure that your name and billing address are inputted exactly as they appear on your debit or credit card statement.

We hope this helps and that you’re able to place your order quickly and easily next time, but if you do experience any further problems, please don’t hesitate to contact a member of our team using the Contact button below or by phoning our friendly UK Contact Centre on 0161 286 4321.

Please note that we are currently unable to accept American Express due to technical issues..

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

If you’ve seen a message saying The name your credit card can only contain A-Z, you may have accidentally hit a number key whilst entering the name on your card.

The same applies if you enter full stops after your initials. All you need to do is re-enter your name using only letters.

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What is Verified by Visa

Verified by Visa is a security service used by Visa to add an extra level of security to your online card purchases, giving you even more confidence when you shop online.

Using a simple checkout process, it confirms your identity quickly and conveniently, using your existing Visa card.

Any cards issued by Visa are eligible for this service, To sign up, simply visit your card issuers site, or you may be asked to sign up next time you make a purchase online with a participating website.

When you sign up you will be asked to create a password. Then, whenever you place an order on a participating site, a Verified by Visa window will appear, asking you to enter 3 random characters from your password. Once your password’s been approved, we’ll be able to place your order!

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What is MasterCard SecureCode

MasterCard SecureCode is a security service used by MasterCard and Maestro to add an extra level of security to your online card purchases, giving you even more confidence when you shop online.

Using a simple checkout process, it confirms your identity quickly and conveniently, using your existing MasterCard or Maestro card.

Any cards issued by MasterCard and Maestro are eligible for this service, To sign up, simply visit your card issuers site, or you may be asked to sign up next time you make a purchase online with a participating website.

When you sign up you will be asked to create a password. Then, whenever you place an order on a participating site, a MasterCard SecureCode window will appear, asking you to enter 3 random characters from your password. Once your password has been approved, we’ll be able to place your order!

To find out more about MasterCard SecureCode, please visit MasterCard SecureCode

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Product Information
How do I find a particular product?

There are 3 quick and easy ways to find the products you’re looking for:

Quick Shop - if you have product codes for the items you’d like to order, just enter them into our Quick Shop order form.

Search just search for a code or keyword in the Search box and hit return. It’s as easy as that!

Categories & Collections click on the tabs at the top of the page to explore specific collections and find what you’re looking for

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What size should I order?

All of our men’s and unisex products are cut generously for a relaxed and comfortable fit.

Rugby Shirts: A traditional fit that can be ordered according to your chest size

Polo Shirts, Sweatshirts & Roll Neck Tops: Cut generously for comfort and a casual look. For a closer fit, please buy one size smaller.

Shirts: A comfortable cut. Use our size guide to find your perfect fit according to your collar size.

Shoes: We’ve added width labels to our footwear to help you find the most comfortable fit for you. Feet widen as we age, so remember to measure your feet regularly.

Selected footwear styles are available from women’s size 3 up to men’s size 14. They are sized in-line with UK standards used by all other footwear retailers.

Find our Size Guides here

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How do I know if you sell my size?

We pride ourselves on offering an unrivalled range of sizes, so you can find your perfect fit. Each product page has up-to-date stock information, so you can easily see if your size is available.

You can also filter products by size by selecting your size on the left hand side of the page when you click into any category or 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 carefully select and cultivate long-term relationships with suppliers and factories based on their expertise and their understanding of our values as a brand. However, we continually review these relationships to ensure that the product and service we provide not only meets, but also exceeds your expectations.

Rigorous standards are a requirement of our trading agreements with suppliers, and are continuously monitored by our expert Quality Control Team. However, having looked into this extensively, we are, at present, unable to acquire a Fairtrade solution that offers us the production capacity and quality required to meet our standards.

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Cancellations & Amendments
I forgot something! 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?

When you place your order online, you’ll see this message to remind you to review your order before it’s submitted:

Please check the details of your order carefully - no amends can be made after this point.

If you change your mind once you’ve placed your order, you can cancel under the following 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. Just phone our Customer Care Team on 0161 286 4321 to cancel. Please note that this will often not be possible, usually only when a forward delivery date is shown.

ii) Under consumer regulations, you retain the right to cancel your order with us, so long as you do so no later than 14 days after the day on which you receive your products. You must inform us of your wish to cancel your order in writing, either by letter or email; including your name, address and account number. When possible, unworn items should be returned to us in their original packaging, within 14 days of informing us of your desire to cancel. If you do cancel the entire order, it is your responsibility to return the items 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 your original order.

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

Once we’ve received your returns, we will refund you in full within 7 working days. Please allow up to 14 days for us to process the return.

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 make the most of your exclusive offers when you’re placing an order online, all you need to do is enter your promotional code at checkout, in your shopping bag or by using the red promotion banner on each product page. You’ll find your code either on the back cover of your catalogue or on the email containing the offer.

Don’t worry if you don’t have a promotional code, it isn’t always compulsory.

If you’d like to make the most of our exclusive offers and special promotions, you can opt in to receive emails by visiting our Email Sign Up Page

Please note that some offers require a minimum spend; all of our gifts are chosen for specific promotions and cannot be changed; you can only use one promotional code per order; and we reserve the right to exchange the gift featured for an alternative.

All promotions have an expiry date. To avoid disappointment, please check this to ensure that the offer is still valid.

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My promotion code isn't working

Firstly, please double check the expiry date of the promotion and make sure you’ve reached the required minimum spend.

If that’s all okay, make sure the code has been entered in the right place - either in the red promotion banner at the top of every product page, at checkout, or in your shopping bag.

If you’re using a promotional code to take advantage of an offer on a particular product but the discount hasn’t applied, please ensure that you have selected the correct product. All of our products have a unique code that you can enter into the Search bar at the top of our website homepage. The code will be listed in catalogues, on adverts and on the product page when you click through from an email.

If your promotional code still isn’t working, please click on the Contact button below and a member of our Customer Care Team will be happy to help.

Please note that if you’re using a promotional code from an advert, catalogue, leaflet or email intended for a UK audience, this will not work on regional websites unless you have a UK billing address.

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I have two promotional codes! Can I claim both offers?

We have countless special offers and promotions running throughout the year so, occasionally, some customers might receive more than one promotion at the same time. However, please note that only one promotional code can be used per order.

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I’ve lost my promotional code! Can I still claim my offer?

Yes, as long as the offer is still available and the relevant criteria is met.

Please click on the Contact button below and a member of our Customer Care Team will be happy to tell you which promotional code you can use to place your order and make the most of your offer.

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

We love to treat our customers to special prices and exclusive promotions, which means that there are times when certain offers are available exclusively online.

You might also find that a catalogue you have received in the post or seen in a magazine or newspaper will have an alternative offer. So long as you quote the relevant promotional code, you will receive the product at the correct price.

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I forgot to enter my promotional code. Can I add this once I’ve placed my order?

We aim to process and deliver your order as quickly as possible so, unfortunately, once your order has been submitted, we are unable to make any changes.

Remember to make a note of any promotional codes you might need before you place your order, and enter it into the red promotion banner at the top of any page.

To add a free gift or discounted product to your shopping bag, you may need to click on the link provided once you’ve entered your promotional code. You will sometimes be required to select a size in your shopping bag.

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I don’t have a promotional code. Can I still place an order online?

If you’d like to place an order online, a promotional code isn’t compulsory. Simply checkout as you usually would and a default code will be applied to your order.

If you’d like to make the most of our exclusive offers and special promotions, you can opt in to receive emails by visiting our Email Sign Up Page. We look forward to welcoming you to the 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.

If you’d like to make the most of our exclusive offers and special promotions, you can opt in to receive emails by visiting our Email Sign Up Page. page or log in and visit My Account.

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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’d like has sold out. Will it be back in stock soon?

Sometimes our customers catch us off guard and love a product even more than we expect them to!

When this happens, our team will strive to bring you more stock so you won’t be disappointed.

The handy stock grid on each product page will keep you up to date on when it’s due to be back in stock (up to 8 weeks), allowing you to place your order in advance, subject to availability.

If a product isn’t due to be back in stock for 8 weeks or more, you can request that we email you once it’s arrived back in our warehouse. Just click on the envelope symbol on a stock grid and we’ll let you know when it’s available so you can place your order.

If the stock grid shows an X or SOLD OUT, unfortunately we are completely sold out and have no future deliveries planned at present.

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What if the delivery date changes since I have placed my order?

In the unlikely event that your order is delayed due to stock issues, we will write to you by post or email with a new estimated delivery date.

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

We keep our stock grids up to date at all times, in the hopes of making your shopping experience even better. If you’re experiencing any issues with the stock grid, please try refreshing and reloading the page. If you’re still unable to see the stock grid, please use the Quick Order form to add items to your shopping bag. You’ll find it here

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Click and Collect
Click and Collect

We’re happy to let you know that we now offer a Click & Collect service at selected stores across the UK.

Click & Collect over Christmas

Due to reduced store deliveries over the festive season, our Click & Collect service will be temporarily unavailable through the Christmas period.

To avoid any disappointment, the last date to order for Click & Collect delivery will be 15th December, and the service will resume on 2nd January 2020.

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Preview
What is a preview order?

Twice a year, we create a Preview catalogue that helps us refine our collection for the coming season. The choices you make will help us pick and choose which styles are carried through to future catalogues.

We offer an unmissable 20% off all advance Preview orders, and with nothing to pay until your order is released for dispatch the following season, it’s a great way to get a head start on your Autumn Winter or Spring Summer wardrobe! See your latest Preview catalogue for more details.

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How do I place a Preview order?

To shop our Preview collection, please visit http://www.cottontraders.com/preview

Once you’re on our Preview website, you can shop as you usually would, by searching for specific products at the top of the page, or by browsing each category. Once you’ve found the products you’d like, just add them to your shopping bag and proceed to checkout.

At checkout, enter your payment details as you usually would, but please note that payment will not be taken from your card until your order is released for dispatch on the date specified in your catalogue or on the Preview website homepage. You’ll receive an email confirming you order details and an order number.

Please note that your 20% discount only applies to products from our Preview collection. If you’d like to place an order for non-Preview items, please complete your Preview order first then your shopping bag will be cleared and you’ll return to our normal site.

It isn’t possible to place an order for both Preview and non-Preview products.

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Why is my Preview order showing on my bank statement?

Part of the Preview process involves us sending an authorization request to your bank for the full amount at the point of order, to enable us to proceed with payment. But don’t worry, we won’t take payment from your card until your order is released for dispatch on the date specified in your catalogue or on the Preview website homepage.

The amount of time our authorisation request remains on your account varies according to your bank, and will reduce your available funds during this time.

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What if I’ve moved house since I placed my Preview order?

If you’ve placed a Preview order but have moved house since, please contact our Customer Care Team on 0161 286 4321 who will happily amend your order and arrange delivery to a different address.

To change your billing or delivery address online, simply log in and click Address Book on the left hand side. You’ll now have the option to add a new delivery address or edit any existing addresses. Just remember to click Save Changes once you’ve made your 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 online, simply log in and click Address Book on the left hand side. You’ll now have the option to add a new delivery address or edit any existing addresses. Just remember to click Save Changes once you’ve made your changes.

You’ll also have the opportunity to add or amend your address at checkout when you’re placing a new order.

Please note that 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, simply log in and click Personal Details, where you’ll find the option to update your email address. Click Save Changes once you’ve entered your new address.
To change your password, log in to your account and click Change Password. Just remember to click Change Password to update it on our systems.

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How do I add my date of birth?

We love to treat our customers, from year-round promotions and exclusive offers to special treats, just for you, on your birthday!

To add your date of birth to your account, simply log in and click on Personal Details, where you’ll have the option to add new information, including your date of birth.

Just remember to click Save Changes to update it on our systems.

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How do I unsubscribe from your mailing list?

To change your communication preferences, please follow these simple steps:

1. Log in to your account

2. Click Communication Options on the left hand side

3. Tick or untick the relevant boxes and click Save Changes

Alternatively, phone our friendly Customer Care Team on 0844 844 1111* or write to us at the address below:

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

Due to when our catalogues are printed, you may continue to receive a small number of mailings while we remove you from our 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?

To view all orders you’ve previously placed online, simply log in and select View Orders in your account.

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What does it mean if my order is ‘Processing’?

If your order is Processing, our warehouse is in the process of picking and packing your parcel. Your order will show as processing until it is dispatched and on its way to you. At this point, the status will change to Dispatched and, if you placed your order online, you’ll be able to track your delivery.

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What does it mean if my order is ‘Dispatched’?

If your order is Dispatched, your parcel has been picked and packed, and has either left the warehouse or will be leaving shortly.

Your order will have been assigned a tracking number, which you can use to track your order if it was placed online.

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What does it mean if my order is ‘Cancelled’?

If you’ve been in touch and requested that we cancel an order prior to dispatch, your Order Status will show as Cancelled, and the Order Item Status will show as Refunded.

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What does it mean if my order is ‘Refunded’?

If you’ve returned an item to us, once it’s arrived back in our warehouse and a refund has been applied, it will show as Refunded. You may also see this if you’ve been in touch and requested that we cancel an order prior to dispatch.

In View Orders, your Order Status will show as Cancelled, and the Order Item Status will show as Refunded.

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What does it mean if my order is ‘On Hold’?

If you order is showing as On Hold, there might be an issue with your order e.g. a PO Box number might be present in your address.

We will either contact you directly so you can provide us with an alternative address or, if that’s not possible, we’ll cancel the order and let you know in writing or by email.

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What does it mean if my order is ‘Backordered’?

You’ll find up-to-date stock information on each product page before you add an item to your shopping bag.

The stock grid will show a green tick if the product is in stock or due in the next 4 days; a red tick if the item is low on stock; a number highlighting how many weeks are left until an item is back in stock; or a cross if it simply isn’t available.

If a product isn’t in stock but will be in the number of weeks specified on the stock grid, your Order Status will show as Backordered. It may be that only one item in your order is due in at a later date, but the entire order will show as Backordered until all items are dispatched.

If a delayed item is due in the next few days, we will hold your whole order so that we can send if out to you in one parcel.

Your Order Status will update to Processing then, when the order is dispatched, we’ll send you an email to let you know that it’s on its way.

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Why am I seeing a message saying that an item is unavailable in My Orders?

If an item has become unavailable since you placed your order, it will show as Unavailable, but don’t worry, it’s only to let you know that it’s no longer available to buy. It won’t affect your order if you’ve already purchased the item.

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Why can’t I see my order history?

While we carry out some essential maintenance on our website, your order history might be temporarily unavailable. We recommend leaving it for a little while and trying again later.

In the meantime, please don’t hesitate to contact a member of our team using the Contact button below or by phoning our friendly UK Contact Centre on 0161 286 4321

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Password Information
Is my password secure?

Please rest assured that our website is secure and we use SSL Web Server Certificates to keep your information private and protected.

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.

We will always strive to ensure that our site is as secure as can be, and review our security settings often.

If you’d like to create an account, log in, or access your Account Overview or Personal Details, please click here.

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I’ve forgotten my password

Don’t worry! If you’ve forgotten your password, please go to the log in page. Click Forgotten Your Password? And enter your email address. A secure new password reset link will then be sent to your email account.

To log in to your account, simple enter your email address and new password into the boxes on the Log In page here.

Once you’ve logged in, you can visit Account Overview then Change Password to change your password to something more familiar and memorable.

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Why haven't I received a password reminder email?

If you’ve requested a reset link for your password, it should arrive in your inbox almost immediately. However, if after an hour the email still hasn’t come through, please check the following before trying again.

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

2. Check that you’ve entered the correct email address. Please double check that you entered the correct address, taking care with spelling and simple errors e.g. .co.uk instead of .com

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. Adding our email address to your safe senders list will ensure that our emails are never blocked or sent to your spam or junk folders. If you’re not sure how to add an email address to your safe senders list, please consult your email provider for more information.

If you’ve tried all of the above but still aren’t able to receive your reset password link, please use the Contact button below to get in touch with our Customer Care Team, including as many details as you can about the issue.

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I'm having trouble with the password I was sent

If you’re an existing customer with an account on our website and have requested a reset password, you should receive a password reset link in your email account. Simply follow the instructions to successfully reset your password. If you’re still having trouble, 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 Log In page)

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

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

- Have you missed the first or last digit, or copied in an extra space when you’ve copied your new password?

Please note that passwords are case sensitive

IMPORTANT INFORMATION

We recommend that you change the temporary password we sent you to something more familiar and memorable by visiting Change Password once you’ve logged in.

If you’ve tried all of the above but you’re still having trouble, please use the Contact button below to get in touch with our Customer Care Team, including as many details as you can about the issue.

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How do I unlock my account

Your security is very important to us and, in order to keep your personal information private and protected, 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 one password for each unique email address. This keeps your personal information safe and secure, and ensures that the correct customer receives the right confirmation email, password reset link and any emails we send that relate to their account.

The easiest way to register two customers at the same address with different passwords is to create a second account with a different email address. If you don’t have a second email address, you can set one up either through your own service provider or quickly and easily using services like Gmail and Yahoo Mail.

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Website

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

If you’ve never provided us with an email address, you can register as a new online customer quickly and easily with your email address and a password of your choice.

You can do this by clicking Log In/Register at the top right hand corner of our website homepage, or by adding the products you’d like to order to your shopping bag and creating an account when you’re prompted at checkout.

To register, you’ll need to enter your name, telephone number, country and postcode before searching for your address using our handy Find Address drop down menu.

Once you’ve selected the correct address from the drop down menu or entered it manually, you’ll be asked to enter your email address and a password of your choice, confirming these details in the boxes below.

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My address is not recognised

If your address didn’t come up in our postcode search, don’t worry. On the Log In page, click the Continue button under New to Cotton Traders on the right hand side.

Select UK in the drop down menu before clicking on Enter Address Manually.

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How do I log out of my account?

All you need to do is click on the Log Out button at the top of the page.

Please note that, unless you log out after each session, you will remain logged in to our site.

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Reviews
How do I leave a review for a product?

Your opinion means a lot to us and not only helps us improve the experience our customers have on our site, but also helps your fellow customers make an informed decision on the products they order.

To leave a review of one of our products, simply locate the item you’re looking for by searching for the product code. Once you’ve entered the code, click on the related image to be taken to the product page. Scroll down to read existing reviews or to leave one of your own by filling out a simple form.

We can’t wait to hear what you think!

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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 hasn’t my review been published?

Whilst we want to publish all the reviews we receive, where possible, we do have guidelines in place to ensure that the information being shared is relevant to the product and other customers reading the review, helping them make an informed decision before placing their order.

Your review may not have been published due to any of the following reasons:

- It included a question or concern requiring a follow up or reply from our Customer Care Team e.g. queries regarding customer care, delivery, returns or any questions. Please note that our Customer Care Team will be automatically notified and in touch shortly.

- It included a misleading star rating e.g. a 1 star rating with a positive review, or a 5 star rating with a negative review

- It included price information e.g. specific discounts or promotions, including the concerns over the price rather than the product

- It wasn't written in English

-You may have mentioned a known competitor or attempted to direct custom away from our website

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

- It contained private and or self-identifiable information e.g. your postcode or bank details

- It mentioned 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 was identified as spam

- It included inappropriate comments and/or profanity

- The text field was left empty

- Our system identified you as being under the age of 13

- There was a lack of purchasing experience e.g. not having received or even purchased the product

Your opinion means a lot to us, we hope we can publish your next review. If you’d like to try again, we would love to hear from you. Please resubmit your comments ensuring that reference to any of the above is removed.

If you’ve tried all of the above but you’re still having trouble, please use the Contact button below to get in touch with our Customer Care Team.

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Delivery and Returns

Delivery
What are your delivery options?

Please see below for our UK delivery options:

Standard Delivery - £3.99. Delivered within 3-5 working days.

Nominated Day Delivery - £5.99. For delivery Monday-Saturday. Order by 5pm the day before or 2pm on Sundays

Sunday Delivery - £6.99. Order by 2pm Saturday.

Click & Collect to a Cotton Traders store - £2.99 or FREE for orders over £35

Click & Collect to a myHermes Parcelshop - £3.99. Delivered within 5 working days.

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

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

**Excludes Preview orders.

Further Delivery Information:

We deliver throughout the UK using Hermes delivery service and their network of over 10,000 local couriers. This makes your delivery more secure and gives the added flexibility of evening and weekend deliveries in many areas.

We cannot raise a query regarding delivery until 7 working days have passed.

For overseas orders, we aim to deliver within 4-5 working days once your order is dispatched. Your order will be delivered by courier from Monday to Friday during local country business hours. Your delivery will require a signature.

For orders placed online, you can log in and select My Orders to track your parcel. If you’ve provided us with an email address, we’ll also send you an email once your parcel has been dispatched and is on its way to you.

If you placed your order over the phone, availability of your items and due-in dates will have been confirmed by the adviser during your phone call.

If you placed your order by mail, a letter will be sent to you to let you know if your order is delayed by more than 7 working days.

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What is the last date for Christmas orders?

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

Standard delivery - TBC

Next day and nominated day delivery* - TBC

*Last date available for nominated delivery is TBC.

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

Country Standard Delivery Priority Delivery
Cyprus N/A 18th December 2019
Czech Republic N/A 19th December 2019
Estonia N/AN/A 19th December 2019
Greece N/A 18th December 2019
Hungary N/A 19th December 2019
Latvia N/A 19th December 2019
Malta N/A 19th December 2019
Slovakia N/A 19th December 2019
Slovenia N/A 19th December 2019
Australia 12th December 2019 N/A
New Zealand 15th December 2019 N/A
Canada 12th December 2019 N/A
Poland 17th December 2019 19th December 2019
Portugal 17th December 2019 19th December 2019
Sweden 16th December 2019 19th December 2019
Austria 17th December 2019 19th December 2019
Spain 17th December 2019 19th December 2019
USA 12th December 2019 18th December 2019
Belgium 18th December 2019 19th December 2019
Denmark 17th December 2019 19th December 2019
France 18th December 2019 19th December 2019
Germany 18th December 2019 19th December 2019
Ireland 18th December 2019 21st December 2019
Luxembourg 18th December 2019 19th December 2019
Netherlands 18th December 2019 19th December 2019

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Can I specify a day or time for delivery?

If you’ve chosen Standard Delivery, we’re afraid you can’t specify which date or time you’d like your order to be delivered on. The courier will attempt delivery 3 times before returning the parcel to us.

If you’re not home, the courier will take one of the following steps:

- They will leave your parcel in a safe place and leave a calling card to let you know where

- They will leave your parcel with a neighbour and ask them to sign for it, leaving a calling card to let you know

If neither of the above is possible, they will leave a card with further instructions

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Can I have delivery to a different address?

Yes, whilst you’re placing your order, you’ll have the option to change your delivery address at checkout*.

If you’d like to change your delivery address but you’re not placing an order, simply log in then, in Account Overview, click Edit Addresses where you’ll have the option to add a new delivery address or edit any existing ones. Just remember to click Save Changes once you’ve made your changes.

Please note that for us to authorise your payment, your billing address must match the address on your credit or debit card statement.

*To ensure that you’re order is delivered to you safely, we do not currently deliver to PO Box addresses.

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

Unfortunately, once you’ve placed your order, it isn’t possible to change your delivery address*.

If you’re not home, the courier will take one of the following steps:

- They will leave your parcel in a safe place and leave a calling card to let you know where

- They will leave your parcel with a neighbour and ask them to sign for it, leaving a calling card to let you know

If neither of the above is possible, they will leave a card with further instructions

*If you’ve ordered from our Preview collection or you have a forward delivery date on your order and it hasn’t yet been dispatched, please contact our Customer Care Team on 0161 286 4321.

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Can I have delivery to an address in another country?

Your order can be delivered to a different international delivery address from your billing address. Simply select the correct country from the drop down menu when you checkout.

Please note that for us to authorise your payment, your billing address must match the address on your credit or debit card statement.

For international orders, we aim to deliver between Monday and Friday during local business hours, and will require a signature.

For more information, please see International Delivery

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Important information to help you track your parcel

Please note that it may take up to 24 hours for your tracking information to update. Please do not contact the courier directly. If, after reading the below, you still need to contact us, please use the Contact button at the bottom of the page.

Please find a brief glossary of some terms you might see on the courier website:

Mis-sort

Your parcel has been sent to an incorrect depot but the courier will rearrange for it to be sent to the correct depot. Please allow a further 4 days from the mis-sort date for delivery.

Carried Forward

The courier has not been able to delivery during the date and will try to deliver again the next day or on the date specified.

Not Delivered – Access Problem

The courier is experiencing difficulty delivering your parcel and we may require further information from you. Please contact us at your earliest convenience.

Address Query

The courier can’t find the address or your address may be incorrect on your order. Please contact us at your earliest convenience.

Courier to Re-Attempt

The courier wasn’t able to deliver your parcel but will try again. Please note that the courier will try and deliver your parcel 3 times before returning it to the depot.

The above are exceptions and, most of the time, the information provided will be simple and straightforward, keeping you up-to-date on where your parcel is e.g. Delivered to a neighbour, delivered to a garage, signed for by customer with a date and time.

Please allow 7 working days for our courier to deliver your order, unless the information on their website indicates that we need you to contact us.

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An item is missing from my order

We’re so sorry…we always strive to make sure your order arrives exactly as you’d expect it to but, very occasionally, mistakes can happen. In the unlikely event that an item is missing from your parcel, please phone our friendly Customer Care Team on 0161 286 4321.

Before calling, please check your dispatch note to make sure the item isn’t due to follow on due to a delay.

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Returns
How long do I have to return an item after Christmas?

We know that at this time of year, you might need longer to return an item.

Anything bought as a Christmas present can be returned until the end of January, following the instructions on the back of your dispatch note.

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How do I return an item?

We know that sometimes things don’t work out, and hope you’re not too disappointed. If you’d like to return an item, we’ll refund or exchange any unworn items returned in saleable condition within 14 days of receiving your original order.

This doesn’t affect your rights to return faulty goods or any other statutory rights.

You can return your items quickly and easily using one of our trackable services.

UK

To make returning your item(s) easier, simply use one of the return labels on your dispatch note. £2.95 will be deducted from your refund to cover postage.

Hermes

Simply attach the Hermes returns label over your address on your original parcel and take it to a Hermes Parcelshop.

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

Royal Mail

Simply attach the Royal Mail returns label and place it over your address on your original parcel and take it to any Post Office.

To find your nearest Post Office, visit www.postoffice.co.uk/branchfinder

We recommend that you consider Royal Mail parcel insurance, as Cotton Traders are not liable for any returns parcels damaged or lost in transit.

Please note that the above refers to items purchased over the phone, by post or online only. Items bought from any of our retail stores or concessions must be returned to any retail stores within 28 days.

If you have any questions regarding returns, please phone our friendly Customer Care Team on 0161 286 4321.

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What is your returns address?

All returns should be sent back in the original packaging (where possible) to:

Cotton Traders Distribution Centre
Sherwood Park
Annesley
Notts
NG15 0DJ
United Kingdom

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Do you refund original postage charges?

You’ll find our Cancellation Policy in our Cancellation Policy in Terms & Conditions. If your returns meet the criteria outlined in our policy but your original postal charges are yet to be 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 my parcel includes an incorrect item?

We’re so sorry…we always strive to make sure your order arrives exactly as you’d expect it to but, very occasionally, mistakes can happen. In the unlikely event that your parcel arrives with an incorrect item, please phone our friendly Customer Care Team on 0161 286 4321, and we’ll arrange for you to return the incorrect item and have the correct one sent out on its return.

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How do I return an item that I was given as a gift?

If you’d like to return something you were given as a gift, we will need the name and address of the person who made the original purchase so we can locate the order.

Please contact our friendly Customer Care Team on 0161 286 4321 to notify us, and we’ll flag the order to ensure that it isn’t automatically refunded to the original payment method by our warehouse.

We recommend that you consider Royal Mail parcel insurance, as Cotton Traders are not liable for any returns parcels damaged or lost in transit. Please note that all items must be returned within 14 days of receipt, and the cost of returns is not covered by Cotton Traders.

Once we’ve received your order, we will then be able to offer you gift vouchers for the value of your order, which can then be used on orders placed by post or over the phone. Please include the address you’d like us to send the gift vouchers to in a covering letter.

1. Complete your returns slip with details of your returned items before detaching it and enclosing it in your parcel with the items.

2. Peel off the return address label and attach it to your parcel. Please note that this is not a pre-paid label and the cost of returns is not covered by Cotton Traders.

If you no longer have your returns label and need to send an item back to us, please send it to:

Cotton Traders Distribution Centre
Sherwood Park
Annesley
Notts
NG15 0DJ
United Kingdom

1. Local Parcelshop* drop off (£2.95 inc. VAT & insurance): To arrange, please visit hermesparcelreturn.co.uk/return/cottontraders and follow the instructions you’ll find there. Please note that this service is not available in the Channel Islands or Isle of Man.

2. Courier collection* from your doorstep (£2.95 inc. VAT & insurance): To arrange, please visit hermesparcelreturn.co.uk/return/cottontraders and follow the instructions you’ll find there. Please note that this service is not available in the Channel Islands.

*These services require a printer and the use of Adobe on your computer.

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How do I return an item I bought in one of your stores?

All items must be returned by the same method they were ordered. If your items were purchased in-store, you can return them to any Cotton Traders store or outlet within 28 days of purchase. If there’s a fault or problem with an item, please take it to a Cotton Traders store so that a member of our team can take a look for you.

Under no circumstances can any items purchased in-store be returned by post, and vice versa.

If you have a valid receipt, we will strive to offer you a refund. Without this, we will offer you an exchange on the returned goods at their current value.

To find your nearest store, click here.

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Hermes Tracking

Keep up-to-date on your parcel’s progress by visiting https://www.hermesparcelreturn.co.uk. All you need to do is enter your 16-digit barcode reference from your returns label or confirmation email in the Track my Parcel box.

Printing the courier returns label:

To print off your Hermes returns label, you will need the following:-

- Adobe installed on your computer. If you don’t already have it, don’t worry; you can download it directly from the Hermes site before entering your payment details.

- Access to a printer to print your returns label

After entering your address details and price, we recommend using the Test your Printer facility to ensure that your label will print correctly.

If your label has failed to print and you’ve already entered your payment details, or you have any further queries, please contact the courier directly at returnssupport@hermes-europe.co.uk

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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?

Unfortunately, we cannot currently accept returns in-store if they were originally purchased from home shopping i.e. online, over the phone or by post.

Any items purchased from home shopping must be returned via Hermes or Royal Mail. Please follow the process outlined on the back of your dispatch note and return your parcel to the following address:

Cotton Traders Distribution Centre
Sherwood Park
Annesley
Notts
NG15 0DJ
United Kingdom

Find out more about our full returns process Click here

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Exchanges
How do I place an exchange order?

EXCHANGES (Colour & Size only)

If you’d like to exchange an item for an alternative size or colour, we will happily re-order a replacement for you and send it to you with free postage, provided you request your exchange within 7 days of receipt of order. Please call our friendly UK Contact Centre on 0844 844 111 and select the relevant 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?

With stores and outlets across the country, we’re never far away! You’ll find us in your local towns, cities, garden centres, travel sites and other locations nationwide.

To find your nearest store, click here.

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Do you stock all of the styles available online in-store too?

We will always strive to stock as much of our latest collections in-store as we can. In fact, many stores stock items that are no longer available online or via mail order.

If you’re making the trip for a particular style you love, use our handy store locator to find your nearest store and give them a call first to avoid disappointment and check if they have it in stock. Click here to see a list of our stores

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Can I place an order in-store for an item I’ve seen in your catalogue?

Yes, our in-store teams will be happy to place an order for you. It would be useful if you know the product code and the size and colour you need, but don’t worry if you don’t have a catalogue to hand – a member of our team will be happy to help.

Once you’ve decided what you’d like to order, our store assistant will place the order with our friendly Contact Centre on your behalf.

Please note that if you have a promotion you’d like to make the most of, please ensure you make a note of your promotional code and take it with you when you visit the store. Just remember we can only accept one promotional code per order.

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Why are the prices in your retail stores different to those online?

All of our products have an RRP (Recommended Retail Price), however, we often have different promotions and special offers available via either our website or our retail stores. To avoid disappointment, we would recommend comparing the two and choosing the best way to place your order

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How do I return an item I bought in one of your stores?
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If you’d like to return something you bought in-store, you can take it (with a valid receipt) to any Cotton Traders store or outlet within 28 days of purchase.

Click here to find your nearest store.

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Do you sell gift cards in your retail stores?

We’re delighted to be able to offer gift cards to customers who shop in-store*. Please note, however, that our gift cards cannot be used on orders placed online, over the phone or by post.

To find your nearest store, click here.

*Gift cards cannot be purchased or redeemed at our Boundary Mill, Tweedmill or Ross on Wye stores.

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Security and Privacy
Privacy and Cookies

Our commitment to privacy

At Cotton Traders, protecting your trust is our highest priority, and we pledge to keep your personal information safe and private. Cotton Traders observes 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 & Electronic Communications Regulations.

What this means for you…

We promise never to send you marketing communications without your consent, and will never pass on your details to any other companies unless you have given us permission to do so.

You are free to unsubscribe from our mailing lists at any time. 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 never store your data for longer than is reasonable.

Emails

If you’re placing an order or registering for an account online, you will be asked to provide an email address. This allows us to confirm registration and orders via email, and send you any updates relating to your orders and account.

If you’d prefer not to receive any future offers or emails from us, please log in to your account, choose

Edit Communication Options

and untick any relevant boxes. Just remember to click

Save Changes

once you’ve made your changes.

We promise that we will never pass on your details to any third parties without your permission to do so.

Internet Security

All data provided to the Cotton Traders website is treated with the utmost sensitivity. Data is coded using advanced technology and 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 Security Standard (PCI DSS)

For more details, please read ourhere

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What is your privacy policy?

To read our Privacy Statement in full, please 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’ve received a fraudulent email, please use the Contact button at the bottom of this page and we will reply with an address to forward the email to.

Please rest assured that we have worked with leading experts to ensure that our site meets the very highest industry standards.

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Terms and Conditions
What are your Terms and Conditions

To read our Terms & Conditional in full, please click here.

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Gift Vouchers
Do you sell gift vouchers?

Cotton Traders gift vouchers can be purchased by contacting our friendly Customer Care Team on 0161 286 4321.

These vouchers can be used on orders placed over the phone or by post, but they cannot be redeemed online or on items purchased in one of our retail stores.

However, we do offer a gift card that can be purchased and redeemed in our stores*. Please note that these gift cards cannot be used on orders placed online, over the phone or by post.

To find your nearest store, click here.

*Gift cards cannot be purchased or redeemed at our Boundary Mill, Tweedmill or Ross on Wye stores.

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Where can I use Cotton Traders gift vouchers?

Cotton Traders gift vouchers can be used on orders placed over the phone or by post. However, they cannot be redeemed in-store or on orders placed online.

We also offer a gift card that can be purchased and redeemed in our stores*. Please note that these gift cards cannot be used on orders placed online, over the phone or by post.

*Gift cards cannot be purchased or redeemed at our Boundary Mill, Tweedmill or Ross on Wye stores.

Please note that neither our gift vouchers nor gift cards can be exchanged for cash.

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Opening Hours
What are your contact centre opening hours?

Our Contact Centre opening hours are as follows:

Monday to Friday - 8am to 8pm
Saturday - 8am to 6pm
Sunday - 9am to 6pm

To place an order, arrange returns or an exchange, or to request a copy of our latest catalogue, please call us on 0844 844 1111*.

If you’d like to speak to our friendly Customer Care Team, please call us on 0161 286 4321.

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

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What are your bank holiday contact centre opening times?

Our Contact Centre will be open between 9am and 5pm on the bank holiday.

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Catalogue Requests
How do I order a catalogue?

TTo request a copy of our latest catalogue, click here. Please note that you will need to sign in or register with us to request a catalogue. You can also phone our friendly UK Contact Centre on 0844 844 1111* – just select the relevant option to request your catalogue.

Your catalogue will be with you as soon as possible…within 28 days at the latest!

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

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How long will my catalogue take to arrive?

Your catalogue will be with you as soon as possible…within 28 days at the latest!

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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.

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How do I apply for a job at Cotton Traders?

We know that we wouldn’t be where we are today without the wonderful team of people behind us. As we continue to grow, we are always on the lookout for individuals with fresh ideas, the confidence to make their own decisions, and a drive for innovation.

If you’d like to be considered for a role in our company, please visit our Careers pagehere for a list of current vacancies. We look forward to hearing from you!

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

As our business grows, we’re firm believers that it is our corporate responsibility to be mindful of the impact we have on the environment. With that in mind, we will always strive to ensure that our products are ethically sourced, and everything we do – including our print production – is as sustainable as possible.

We are proud that, as the times change and technology develops, so do we. This is no small feat; however, we will continue to collaborate with our suppliers to ensure that as our business progresses, our impact on the planet lessens.

All of our printed materials are sourced from environmentally-aware suppliers. It is of utmost importance to use that all print suppliers echo our commitment to being environmentally conscious, and operate in-line with the ISO 14001 Environmental Accreditation, ensuring that they operate at the best possible environmental standards.

Where possible, our printed materials are sourced from sustainable forests and all of our suppliers operate a robust and comprehensive Recycling & Water Management system. Amongst our supplier lists are the winners of Environmental Printer of the Year 2016/7 in the Print Week Awards 2006.

To read our Sustainability Statement in full, click here.

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

While their broad shoulders were certainly an advantage on the pitch, our founders, former England rugby players Fran Cotton and Steve Smith, found that they made shopping for everyday clothes a little awkward…so they set out to make them themselves.

To read more visit 'Our Story'.

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Product Information