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 - order by 12pm Saturday 21st December

Next day and nominated day delivery* - For delivery Mon - Sat. Order by 5pm Mon - Fri, 2pm Sun.

*Last date available for nominated delivery is Sunday 22nd December for Christmas Delivery (order by 12pm)

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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