Can I view my orders online?

We are pleased to advise that any orders placed via our website can be seen in Order History.

If you ordered online, you can log in to your account and click on View Orders.

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What does processing mean?

If an item is processing, it means that it is in the process of being selected for picking and packing in our warehouse.  Your order will show as processing until it has actually been dispatched from our warehouse. The status will then change to dispatched and you will be able to track your delivery if you ordered online.

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What does dispatched mean?

If you see dispatched next to an item, this means the item has been fully picked and packed at our warehouse and has either left the warehouse or will leave on the next available trailer.

The item will have been given a tracking number, which you will be able to use to track your order online.

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What does cancelled mean?

If you have contacted us and asked us to cancel an item prior to dispatch, this will show as cancelled in Order Status and the Order Item status will show as refunded.

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What does refunded mean?

If you have returned an item to us, it will show as refunded when it has been received back at our warehouse and a refund has been applied. You may also see this if you have contacted us and asked us to cancel an item that has not yet been dispatched. This will show in Order History as cancelled in Order Status and the Order Item status will show as refunded.

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What does 'On Hold' mean?

Your order will be held if the criteria for placing orders with Cotton Traders has not been met, for example if a PO Box number is present in the address.

We will either contact you for an alternative address or, if this is not possible, we will cancel the order and advise you by email.

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Why does my order show as backordered?

If an item on your order is not in stock in our warehouse at the point of order, you will be advised of this in the stock grid before you click to buy the item. The stock grid will show a green tick if the item is in stock or is due in next 4 working days, a red tick if item is low stock, a number if the item is due in the appropriate number of weeks and a cross if it is not available.

Your Order History will show as "backordered" if an item on your order is not in stock in our warehouse. It may be that only 1 item is due in at a later date but whole order will show as "backordered" until the other items are dispatched. If a delayed item is due in next few days, we will hold your whole order to try and send your goods out in one parcel.

Your Order History will update to processing and then, when the order is dispatched, you will receive a confirmation email to advise.

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Why am I seeing a message to advise item is unavailable in Order History

If an item has been removed from our site since you placed your order, this message will appear in your Order History. It is only to advise that it is no longer available to purchase and does not affect your order if you have already purchased the item.

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Why can I not see my order history?

While we conduct some essential maintenance to our Website your order history will be temporarily unavailable.

This will be available to view again very soon.

In the meantime if you have any queries regarding your account please contact our Customer Care team on: 0161 286 4321 (8am - 8pm Mon-Friday, 8am-6pm Sat, 9am-6pm Sun)

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