Place an order

How do I order?

Ordering with us is quick and simple - to  place an order please visit www.cottontraders.com to start shopping or for more information How To Shop

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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.

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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. 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.

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Order Information

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

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?

Our aim is to deliver your order within 3 working days of dispatch for standard delivery or 2 working days for premium delivery.

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.

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, please contact Customer Care on 00 44161 3747220.

Please note payment is in Euros and is taken at point of sale.

Our deliveries are fully trackable to give you extra peace of mind.

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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.

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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.

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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 wish to save your payment details, please tick the relevant box in the payment details area at Checkout page.

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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Help! 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 01 903 8777 and one of our friendly advisors 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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Problems with checkout on Apple devices (iPad, iPhone)?

It is possible that customers using later versions of Safari on Apple devices (iPad, iPhone) 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 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 00 44 161 3747220.

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 -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. 

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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 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:

Consumer Contracts Regulations 2014

When you buy products online, you have cancellation rights detailed below. If you reside within the EU, you are entitled to these rights under the EU directive on Consumer Rights 83/2011. If you reside in a non EU country, we offer the same rights to you.

You are entitled to cancel your order if you so wish, providing that you exercise your right no longer than 14 days after the day on which you receive the goods.

Your right to return or cancel products does not apply to goods that have been personalised / altered. This does not affect your statutory rights if goods are faulty or not as described.

To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and e-mail address.

You can cancel by e-mail (customersupport@cottontraders.com) or call our Customer Care Team on 00 44 1613747220, or write to Customer Support Team, Cotton Traders Ltd, Merlin Court, Atlantic Street, Broadheath, Altrincham, Cheshire WA14 5NL.

If you decide to cancel, you should return your order to us at your own cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction, postal orders will be refunded by cheque) the amount in relation to goods to which cancellation rights apply.

Only standard delivery charges for your order will be refunded (if applicable). If you choose a type of delivery other than our standard we will only refund you the cost of standard delivery (if any).

If you change your mind, your order will be reimbursed including any standard delivery charges providing the entire order is returned with tags and in the original packaging (where possible) including any promotional gifts that formed part of the original order.

This cancellation policy complies with Consumer Contracts Regulations 2014

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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 e-mail 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 E-mail sign up.

You can only use one promotion code per order.

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 catalogue.

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, catalogue 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 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 newspaper/magazine adverts?

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, an advert printed 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 forgot to enter my promotional code. Can I add this once I’ve 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 an offer 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 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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