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

• Mobile/Tablet App - You can now download our Cotton Traders app from the Apple App Store or the Google Play Store and shop at the touch of a button. To learn more about our app click here

• 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 on your website or app?

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?

If you have placed an order on our website or our app, once the 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?

Please note that, due to the current coronavirus situation, deliveries are taking a little longer than usual. We aim to get your order to you within 7 working days. Thank you for your patience during these uncertain and tricky times.

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 on our website or via our app, 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 on our website or via our app, you should have received an 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 via our website and app, 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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Problems with checkout on Apple devices (iPad, iPhone)?

It is possible that customers using later versions of Safari on IOS devices may see a message regarding a ‘token mismatch error’.

Two options to resolve this issue are:

1) Update settings in safari

Navigate to Settings > Safari

In the ‘Privacy and Security’ section please disable "Prevent Cross-Site Tracking" and "Block All Cookies"

The above steps should be completed before you proceed to checkout.

If this doesn’t resolve the error it may be necessary to remove all items in your basket, close your browser window, repeat the above steps and add items to your basket If you have any further problems please contact us (add contact us button below)

2) Use a different browser or device

If you do not wish to change settings in Safari you can use an alternative browser on your IOS device like Chrome, or use a different device to place your order

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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 offer Click and Collect to either a Cotton Traders store* or MyHermes Parcelshop

Delivery to a Cotton Traders store is £2.99 for orders under £35, free for orders over £35. *Currently unavailable

Delivery is within 7 working days to over 100 stores nationwide.

Click here to find your nearest Cotton Traders store

Delivery to MyHermes Parcelshop  £3.99

Click here to find your nearest Parcelshop

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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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