We haven’t updated you for a while, but felt now was the right time as some of our customers are experiencing short delays in receiving their orders and we wanted to explain why.
In short, there are two factors affecting our usual delivery times.
Firstly, thanks to your incredible support over the past few months, we've found ourselves selling out of a few of your favourite styles. At the moment, lead times for these products are a little longer than usual so we aren’t able to refill the shelves in our warehouse as quickly as we'd like. We will, of course, let you know if there's likely to be a delay when you place your order, whether it’s by phone or online, but we fully appreciate how disappointing this can be.
Secondly, as you might be aware from the media, moving freight around the world, and in the UK, is currently proving to be more of a challenge than we normally experience. This means some styles from our autumn collection have been delayed either overseas or here at the ports in the UK.
What we can tell you is that our logistics team are working tirelessly to get this stock into our UK Distribution Centre as quickly as they possibly can, and our Customer Services team will make every effort to keep you informed of the status of your order.
We’re not exaggerating when we tell you the entire team here at Cotton Traders have been overwhelmed by the way you, our wonderful community, have responded to everything we’ve been doing during the pandemic.
So, on behalf of everybody here, we would ask that you remain patient with us, and rest assured that we're doing everything we possibly can to send your orders out to you as quickly as we can.
6th April - Taking care of our team is our top priority
We’ve introduced a number of measures to protect our team and put their health and safety first, whilst keeping our business operational.
From our UK based Distribution Centre in Nottingham to our Head Office and Contact Centre in Altrincham, we feel very proud about the overwhelmingly positive way our team members across the business have pulled together and responded to these troubling times. We will continue to review what we’re doing to make sure the workplace is as safe as it can be for those who cannot currently work from home.
As well as maintaining a safe social distance of at least 2 metres for those who are still in our offices, and increasing the frequency and depth of cleaning, we’ve started an initiative to ensure that team members who usually travel to work by public transport can now do so safely using local taxi services. All of our employees have been given the opportunity to stay at home should they want to, or if they’re at risk and need to.
Our Contact Centre is open
The majority of our friendly UK Contact Centre team are now working from home but are still available to take your orders on 01 903 8777, or answer any questions you might have on our Customer Care line on 00 44 161 3747220. We’re enjoying hearing how you are and chatting to you all, so please bear with us if we’re taking a little longer than usual to answer your calls.
We’ll be updating this page regularly with our latest updates regarding COVID-19, and you’ll find our up-to-date FAQs here. You can also keep in touch on Facebook and Instagram.
We’re still delivering
Our deliveries are taking a little longer than usual, but we’re working hard to get your orders to you as quickly as possible.
We’re working closely with our courier partner, wnDirect, to ensure that both our customers and drivers are kept as safe as possible. This includes the option to nominate a safe place to leave your parcel, even when you’re at home, to avoid contact.
We’ve extended our returns policy
For any orders placed from the 1st February 2020, we’ve extended our returns policy from 14 days to 60 days for your peace of mind.
Our pre-paid returns service is still running and you can return your parcel easily using Hermes or Royal Mail. For more information on returns, please click here.
25th March - IMPORTANT SERVICE UPDATE
Our delivery service is still running during this time. We are following relevant government guidelines with respect to Coronavirus. We will continue to update our FAQ’s and provide service updates to keep you fully informed. Please note that all orders placed from the 1st February 2020 onwards will qualify for our extended returns period of 90 days.
24th March - Store closure update
Following on from our message to you last week, we wanted to let you know that we have made the difficult decision to close all of our stores from 24th March
We’re going to miss you all but putting the health and wellbeing of you and our teams first is, and always will be, our top priority.
We’re sorry to say that this means our in-store Click & Collect service is temporarily unavailable, however, our home deliveries have not been affected and your order will be with you within 3-5 days. If you’re concerned about returning your orders to one of our stores, please don’t worry: we’ve extended our returns period from 14 to 28 days for your peace of mind, and will continue to monitor this. More details are here.
As always, you can still shop from the comfort of your home (or garden!) at cottontraders.com, and our friendly UK contact centre team is still here to answer any questions you might have, take your orders or simply have a chat! You can also keep in touch with us on Facebook and Instagram, where we’ll be sharing our latest updates.
Please look after yourselves and your families.
17th March - A message from our CEO Nick, & Founder, Fran on COVID-19
As we all try and navigate the unknown of the current Coronavirus situation, we wanted to personally reach out to you, our customers, on behalf of the team here at Cotton Traders.
We have always thought of you as part of our team, and we wanted to let you know that we are committed to keeping everybody who works and shops with us as safe as we can. Your health and wellbeing is our priority during these unprecedented times.
We have been closely following the guidance of the UK government over the last few weeks. In keeping with current recommendations, our teams are working hard to keep themselves and you safe by minimising physical contact, washing their hands regularly and we’ve increased the frequency of our cleaning routines.
Our online store and contact centre are open as usual if you’d prefer to shop from the comfort of your home, and our friendly advisors are always here to help and answer any questions you might have.
Concerning deliveries and returns, if you’re self-isolating or practicing social distancing, please don’t worry: we will just ask you to choose a safe place or an alternative location for our couriers to leave your parcel. We’re also extending our usual returns period so there’s no need to worry if you can’t leave your home. For peace of mind, we’d also like you to know that our current stock has been stored in our Nottingham Warehouse for the last 6 months, so there is no risk with our products.
We will continue to adapt as the situation and government guidelines change, but as always, thank you for choosing Cotton Traders - your continued loyalty and trust means a lot to us. Please take care of yourselves and your families during this tricky time.