Delivery

What are your delivery options?

Please see below for our UK delivery options:

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

Nominated Day Delivery - £5.99 - For delivery Mon - Sat. Order by 5pm prior day, 2pm Sunday

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

Click & Collect to a Cotton Traders Store - FREE for orders over £35 and £2.99 for orders under £35.

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

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

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

**Excludes Preview orders.

Further information relating to deliveries

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

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

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

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

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

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

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Do you provide parcel insurance?

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

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

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Can I specify a day or time for delivery?

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

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

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

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

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Can I have delivery to a different address?

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

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

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

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

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

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

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

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

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

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

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Can I have delivery to an address in another country?

 

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

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

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

For more information please see International Delivery .

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Important information to help you track your parcel

Important information that may assist when tracking your parcel

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

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

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

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

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

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

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

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

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

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I have an item missing from my order

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

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

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Returns

How long do I have to return goods after Christmas?

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

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

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How do I return goods?

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

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

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

UK Orders

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

Hermes

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

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

Royal Mail

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

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

For orders dispatched before 22nd September 2018

UK Orders

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

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

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

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

All returns should be sent back to the following address:

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

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

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

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

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What is your returns address?

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

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

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Do you refund original postage charges?

Please refer to our Cancellation Policy in Terms & Conditions. 

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

We comply with all Consumer Contract Regulations.

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What should I do if I receive the wrong item?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

To locate your nearest store, click here.

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Hermes Tracking

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

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Printing the Hermes returns label

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

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

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

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

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

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

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

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

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

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

Click here to view our full returns procedure

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Exchanges

How do I place an exchange order?

EXCHANGES (Colour & Size only)

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

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Where is my replacement item?

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

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

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