Place an Order

How do I order?

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

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

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

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

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

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

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

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Do I need an email address to order online?

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

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

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

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

Then click on Enter address manually

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How do I pay for an order placed by telephone?

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

We do not accept payment by cash.

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

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

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

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Can I order from a BFPO address?

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

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

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

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

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Order Information

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

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

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

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

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Where is my order?

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

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

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

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

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

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

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Will you tell me when my order has been dispatched?

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

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

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

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How will I know if my order is delayed?

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

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

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Payments and Checkout

Is your website secure?

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

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

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

For more information, please see our Privacy Statement.

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Which cards do you accept for payment?

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

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

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

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

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

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

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I am having problems at checkout

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

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

Our Web Support team have provided the following advice:

- Close down all open web pages.

- Reset your internet connection.

- Re-open your web browser and clear cookies.

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

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

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

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

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Why is my payment not accepted?

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

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

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

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

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

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

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

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What is Verified by Visa

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

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

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

More Information

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

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

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

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

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What is MasterCard SecureCode

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

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

More Information.

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

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

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

To find out more about MasterCard SecureCode go to MasterCard SecureCode

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Product Information

How do I find a particular product?

There are 3 simple ways to view our products

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

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

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

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

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

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

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

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

Visit our Size Guides here

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How will I find out if you sell my size?

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

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

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

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Where can I buy Club Rugby shirts from?

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

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

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Fairtrade Information

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

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

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Cancellations & Amendments

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

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

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Can I cancel or change an order?

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

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

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

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

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

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

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

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

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

This cancellation policy complies with Consumer Contract Regulations 2015.

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Promotions

How do I claim my chosen promotion?

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

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

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

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

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

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

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My promotion code isn't working

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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How do I find out about exclusive offers?

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

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

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How can I enter your prize draw?

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

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

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

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

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Stock

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

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

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

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

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

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

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

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

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

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

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Click and Collect

Click and Collect

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

Click here  to find your nearest store.

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Click and Collect Christmas Period

Due to reduced store deliveries over the Christmas period, our Click and Collect service will be temporarily unavailable.

To avoid disappointment the last date to order for Click and Collect delivery will be Friday 14th December.

This service will next be available from Wednesday 2nd January 2019.

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Preview

What is a preview order?

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

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

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

See your catalogue for full details.

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How do I order from Preview?

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

http://www.cottontraders.com/preview 

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

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

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

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

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

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

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

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

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

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

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

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

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

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