Changing your details

How do I change my billing or delivery address?

To change your billing or delivery address online, simply log in and click Address Book on the left hand side. You’ll now have the option to add a new delivery address or edit any existing addresses. Just remember to click Save Changes once you’ve made your changes.

You’ll also have the opportunity to add or amend your address at checkout when you’re placing a new order.

Please note that your billing address will be your default delivery address, unless you add a different address and select Deliver to this address. This will then be made your default delivery address for all future orders, unless you change it.

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How do I change my email address or password?

To change your email address, simply log in and click Personal Details, where you’ll find the option to update your email address. Click Save Changes once you’ve entered your new address.
To change your password, log in to your account and click Change Password. Just remember to click Change Password to update it on our systems.

Please note any changes made to your account details will also be reflected in our app if you have that installed on your devices, please remember to use your new details when logging into the app

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How do I unsubscribe from your mailing list?

To ensure that all of your communication preferences are up to date, please take the following steps...

1. Log in  to your account at the top of the page.

2. Click on Edit Communications Options on the left hand side.

3. Tick or Untick the relevant boxes on the page and click Save Changes.

Alternatively, contact us on 1800 290 733* or write to us at following address:

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

Due to our long lead times, we’re sorry but you may still receive a small number of further mailings while we remove you from the list.

*calls to our Orderline from a landline are free, for calls from a mobile please speak to your mobile provider for advice on charges.

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Order History

Can I view my orders online?

To view all orders you’ve previously placed online, simply log in and select View Orders in your account.

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What does it mean if my order is ‘Processing’?

If your order is Processing, our warehouse is in the process of picking and packing your parcel. Your order will show as processing until it is dispatched and on its way to you. At this point, the status will change to Dispatched and, if you placed your order online, you’ll be able to track your delivery.

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What does it mean if my order is ‘Dispatched’?

If your order is Dispatched, your parcel has been picked and packed, and has either left the warehouse or will be leaving shortly.

Your order will have been assigned a tracking number, which you can use to track your order if it was placed online.

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What does it mean if my order is ‘Cancelled’?

If you’ve been in touch and requested that we cancel an order prior to dispatch, your Order Status will show as Cancelled, and the Order Item Status will show as Refunded.

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What does it mean if my order is ‘Refunded’?

If you’ve returned an item to us, once it’s arrived back in our warehouse and a refund has been applied, it will show as Refunded. You may also see this if you’ve been in touch and requested that we cancel an order prior to dispatch.

In View Orders, your Order Status will show as Cancelled, and the Order Item Status will show as Refunded.

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What does it mean if my order is ‘On Hold’?

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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What does it mean if my order is ‘Backordered’?

You’ll find up-to-date stock information on each product page before you add an item to your shopping bag.

The stock grid will show a green tick if the product is in stock or due in the next 4 days; a red tick if the item is low on stock; a number highlighting how many weeks are left until an item is back in stock; or a cross if it simply isn’t available.

If a product isn’t in stock but will be in the number of weeks specified on the stock grid, your Order Status will show as Backordered. It may be that only one item in your order is due in at a later date, but the entire order will show as Backordered until all items are dispatched.

If a delayed item is due in the next few days, we will hold your whole order so that we can send if out to you in one parcel.

Your Order Status will update to Processing then, when the order is dispatched, we’ll send you an email to let you know that it’s on its way.

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Why am I seeing a message saying that an item is unavailable in My Orders?

If an item has become unavailable since you placed your order, it will show as Unavailable, but don’t worry, it’s only to let you know that it’s no longer available to buy. It won’t affect your order if you’ve already purchased the item.

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Why can’t I 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: 0011 44 161 374 7220 Monday - Saturday evenings (from 7pm AEDT) Sunday evenings (from 8pm AEDT)

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Password Information

Is my password secure?

Please rest assured that our website is secure and we use SSL Web Server Certificates to keep your information private and protected.

When you are in the secure section of the site, a padlock symbol should appear in your browser. In most browsers, this will appear 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.

We will always strive to ensure that our site is as secure as can be, and review our security settings often.

If you’d like to create an account, log in, or access your Account Overview or Personal Details, please click here.

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I’ve forgotten my password

Don’t worry! If you’ve forgotten your password, please go to the log in page. Click Forgotten Your Password? And enter your email address. A secure new password reset link will then be sent to your email account.

Please note if your password is synchronised between the website and the app, therefore by updating your password will update it for all so you will have to log in to both using your new password.

To log in to your account, simple enter your email address and new password into the boxes on the Log In page here.

Once you’ve logged in, you can visit Account Overview then Change Password to change your password to something more familiar and memorable.

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Why haven't I received a password reminder email?

If you’ve requested a reset link for your password, it should arrive in your inbox almost immediately. However, if after an hour the email still hasn’t come through, please check the following before trying again.

1. Check that the email hasn’t gone into your Spam or Junk folder. Sometimes, important emails can be redirected there by mistake, despite not being junk emails.

2. Check that you’ve entered the correct email address. Please double check that you entered the correct address, taking care with spelling and simple errors e.g. .co.uk instead of .com

3. Check that your inbox isn’t full. If you have too many emails in your inbox, your email provider may sometimes prevent you from receiving any new emails.

4. Add e-mail@cottontraders.com to your safe senders list. Adding our email address to your safe senders list will ensure that our emails are never blocked or sent to your spam or junk folders. If you’re not sure how to add an email address to your safe senders list, please consult your email provider for more information.

If you’ve tried all of the above but still aren’t able to receive your reset password link, please use the Contact button below to get in touch with our Customer Care Team, including as many details as you can about the issue.

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I'm having trouble with the password I was sent

If you’re an existing customer with an account on our website and have requested a reset password, you should receive a password reset link in your email account. Simply follow the instructions to successfully reset your password. If you’re still having trouble, please check the list below:

- Are you entering your email address and password in the correct boxes? (Sign In boxes are on the left hand side of the Log In page)

- Have you removed any saved password details before copying and pasting your new password?

- Is the email address you’re using to sign in the same one that the password is registered against?

- Have you missed the first or last digit, or copied in an extra space when you’ve copied your new password?

Please note that passwords are case sensitive

IMPORTANT INFORMATION

We recommend that you change the temporary password we sent you to something more familiar and memorable by visiting Change Password once you’ve logged in.

If you’ve tried all of the above but you’re still having trouble, please use the Contact button below to get in touch with our Customer Care Team, including as many details as you can about the issue.

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How do I unlock my account

Your security is very important to us and in order to protect your security, your account has been locked. This may be due to multiple failed log in attempts.

To unlock your account, please contact our Customer Care Team on 0011 44 161 374220.

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Why can't I register two passwords against the same email address?

We ask each customer to create one password for each unique email address. This keeps your personal information safe and secure, and ensures that the correct customer receives the right confirmation email, password reset link and any emails we send that relate to their account.

The easiest way to register two customers at the same address with different passwords is to create a second account with a different email address. If you don’t have a second email address, you can set one up either through your own service provider or quickly and easily using services like Gmail and Yahoo Mail.

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