Delivery

What are your delivery options?

In light of the current Coronavirus situation we have temporarily suspended our Australian deliveries.

If you placed an order on or before 1st April 2020, you should still receive your order but it may be delayed. Our Courier service will contact you with a confirmation email.

We hope to resume this service as soon as we possibly can!

In the meantime our Customer Care Team are available on 1800 290 733 to answer any questions you may have.

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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 WNDirect directly – 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 WNDirect website.

Mis-sort - Parcel has been sent to incorrect depot - WNDirect 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 WNDirect website indicates that we need you to contact us as above.

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An item is 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 0011 44 161 3747220 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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Refunds

Refunds

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

Order values spent on gift cards will automatically be credited to the gift card. Please retain your gift card after use.

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Returns

How do I return goods?

We hope you will be very happy with every purchase, however if you do need to return any items we offer a simple local returns service for our Australian customers, taking the hassle our of returning unwanted items. To create a returns label click here and follow the instructions.*

Please return at your own expense within 90 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.

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

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

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

Please note that as any returned items are being returned to our UK warehouse, refunds may take up to 14 days to process. Please rest assured that you will receive your refund as long as the item is in suitable condition. If you have not received your refund within 14 days of returning your parcel, please do not hesitate to contact a member of our Customer Care Team.

PayPal Returns

Returning an item for free when you order via PayPal.

You can claim a refund on the cost of your return if you pay using PayPal. Activate your PayPal Refunded Returns service here: https://www.paypal.com/au/webapps/mpp/returns.

Pay for your order using your PayPal account.

If you wish to return your items, simply return them as you usually would and ensure you retain your proof of payment. Complete the form  and upload proof of payment for your returns - this must be completed within 14 days of returning your items. Subject to PayPal approval, your return costs will be refunded to your PayPal account.

For full terms and conditions please visit: https://paypal.com/au/webapps/mpp/returns/generalconditions.

*Pierced products ( such as earrings) cannot be returned for hygiene reasons. This does not affect your statutory rights.

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Do you refund original postage charges?

In line with Consumer Contract Regulations 2014 and if your returns meet the criteria outlined below in our policy but the standard postage has yet to be refunded, please contact usby using the Contact Us button below, or call our Customer Care Team on 01612864321.

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 01612864321, 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. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard delivery and least expensive method of delivery).

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.

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What should I do if my parcel includes an incorrect 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 0011 44161 3747220 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 0011 44 161 374 7220 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.

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

Please note that as any returned items are being returned to our UK warehouse, refunds may take up to 14 days to process. Please rest assured that you will recieve your refund as long as the item is in a suitable condition. If you have not received your refund within 14 days of returning your parcel, please do not hesitate to contact a member of our Customer Care Team.

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