Frequently Asked Questions

Find the answers to your most commonly asked questions right here...just scroll through and select the relevant section. If you need anything else, you'll find a 'Contact Us' button within each section, so you can contact our Customer Care Team directly.

Ordering

Place an order
How do I order?

Ordering with us is quick and simple. To Cotton On and place an order, please choose from any of these ordering options:

• Online - Visit www.cottontraders.com to start shopping or for more information How To Shop

• By phone - Call on 1800 290 733* Have your customer number, Promotion Code, and the product details handy

*calls to 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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Do I need an email address to order online?

Yes. We will send you emails to confirm that your order has been placed successfully and to let you know when it’s on its way! If you don’t have an email address, don’t worry; you can still place an order over the phone or by post.

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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 and PayPal (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 7 working days of dispatch.

Delivery will be by WND Monday to Friday during local country business hours with a signature service.

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

DUE TO OUR FULLY TRACKED COURER SERVICE WE CANNOT DELIVER TO PO BOX ADDRESSES AND AN ALTERNATIVE DELIVERY ADDRESS WILL NEED TO BE SUPPLIED DURING THE CHECKOUT PROCESS.

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 0011 44 161 374 7220.

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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 1800 290 733 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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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 0011 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 to 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. 

More Information

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 I 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?

As we are striving to offer the fastest delivery times possible, it is not possible to cancel or amend your order once it has been placed.

When ordering online, there is a message to advise the following at checkout:

Please check the details of your order carefully - no amends can be made after this point. 
Thank you for shopping, we hope you enjoy your purchases.

If you change your mind after you've ordered, you have the right to cancel the contract under these conditions: - 

i) If your whole order has not been selected for dispatch in our warehouse, we'll be happy to cancel it and refund you in full, immediately. Please contact Customer Care on 0011 44161 3747220 should you wish to cancel or amend your order. (please note this will not be possible on most occasions, only when a forward delivery date is shown.)

ii) Under Consumer Regulations, you have the right to cancel your order with us as long as you do so no later than 14 days after the day on which you receive your goods. You must inform us of your wish to cancel your order in writing either by letter or email, include your name, address and account number. You should return unworn goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you do cancel the entire order, it is your responsibility to return the goods to us at your cost.

The cost of your order will be reimbursed in full including any standard delivery charges provided the entire order is returned including any promotional gifts that formed part of the original order. Additional Delivery Charges: next day/nominated day or Sunday delivery will not be refunded if you cancel or return your order.

We will not be responsible for any loss or damage to them during transit.

Once we receive your returned goods, we will refund you in full within 7 working days (Please allow up to 14 days for us to process the transaction). 

This cancellation policy complies with Consumer Contract Regulations 2015.

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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 email 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 Email 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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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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My Account information

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.

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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.

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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Website

Log In/Register
How to register as a new online customer

If you’ve never provided us with an email address, you can register as a new online customer quickly and easily with your email address and a password of your choice.

You can do this by clicking Log In/Register at the top right hand corner of our website homepage, or by adding the products you’d like to order to your shopping bag and creating an account when you’re prompted at checkout.

To register, you’ll need to enter your name, telephone number, country and postcode before searching for your address using our handy Find Address drop down menu.

Once you’ve selected the correct address from the drop down menu or entered it manually, you’ll be asked to enter your email address and a password of your choice, confirming these details in the boxes below.

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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 the Continue button under 'New to cottontraders.com'

Select Australia in the drop down menu and then click on Enter address manually.

How do I log out of my account?

All you need to do is click on the Log Out button at the top of the page.

Please note that, unless you log out after each session, you will remain logged in to our site.

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Reviews
How do I leave a review for a product?

Your opinion means a lot to us and not only helps us improve the experience our customers have on our site, but also helps your fellow customers make an informed decision on the products they order.

To leave a review of one of our products, simply locate the item you’re looking for by searching for the product code. Once you’ve entered the code, click on the related image to be taken to the product page. Scroll down to read existing reviews or to leave one of your own by filling out a simple form.

We can’t wait to hear what you think!

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Why am I seeing a message 'Use only letters and numbers' when trying to post a review?

When entering your name on the review form, please do not include any spaces or punctuation. If it is easier, you may wish to just submit your review in your first or last name.

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Why hasn’t my review been published?

Whilst we want to publish all the reviews we receive, where possible, we do have guidelines in place to ensure that the information being shared is relevant to the product and other customers reading the review, helping them make an informed decision before placing their order.

Your review may not have been published due to any of the following reasons:

- It included a question or concern requiring a follow up or reply from our Customer Care Team e.g. queries regarding customer care, delivery, returns or any questions. Please note that our Customer Care Team will be automatically notified and in touch shortly.

- It included a misleading star rating e.g. a 1 star rating with a positive review, or a 5 star rating with a negative review

- It included price information e.g. specific discounts or promotions, including the concerns over the price rather than the product

- It wasn't written in English

-You may have mentioned a known competitor or attempted to direct custom away from our website

- If there was any legal interest or inappropriate content e.g. evidence of violent, claims of legal action and/or pornography

- It contained private and or self-identifiable information e.g. your postcode or bank details

- It mentioned shipping issues, including but not limited to delivery of the wrong product, items damaged as a result of delivery, or the cost of shipping and returns

- It was identified as spam

- It included inappropriate comments and/or profanity

- The text field was left empty

- Our system identified you as being under the age of 13

- There was a lack of purchasing experience e.g. not having received or even purchased the product

Your opinion means a lot to us, we hope we can publish your next review. If you’d like to try again, we would love to hear from you. Please resubmit your comments ensuring that reference to any of the above is removed.

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.

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Delivery and Returns

Delivery
What are your delivery options?

Delivery to Australia is $13.95. This is for a fully tracked courier service which will arrive with you within 7 working days from dispatch ( excluding sale periods). **

Delivery will be by WND Monday to Friday during local country business hours with a signature service.

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

DUE TO OUR FULLY TRACKED COURER SERVICE WE CANNOT DELIVER TO PO BOX ADDRESSES AND AN ALTERNATIVE DELIVERY ADDRESS WILL NEED TO BE SUPPLIED DURING THE CHECKOUT PROCESS.

** Please note shipments may be subject to cross-border inspections by customs authorities

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What is the last date for Christmas orders?

To receive your order in time for Christmas the cut off date is as follows -

Standard delivery -  order by 11am Thursday 12th December 2019

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Do you provide parcel insurance?

Cotton Traders will always endeavour to ensure that your parcel is delivered safely to you. However, in the unlikely event that the parcel is lost on its way to you, with the $0.91 insurance, we will automatically replace the order, prior to tracing the original, after 7 working days.

Placing insurance on your online order couldn’t be easier.  When viewing your shopping basket, simply tick the box below the basket, and the $0.91 will automatically be added to the cost of your order. You can change your mind at any time before you reach checkout by unticking the box. When ordering by telephone, you will be offered the $00.91 parcel insurance by the advisor.

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Can I specify a day or time for delivery?

No, the courier will attempt delivery 3 times before returning the parcel to us.

The courier will attempt delivery and if you are not at home, one of the following will take place:

• The courier will leave your parcel in a safe place and leave a calling card to advise where it is.
• The courier will leave your parcel with a neighbour and ask them to sign for it.

If none of above is possible, the courier will leave a drop card with further instructions.

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Can I have delivery to a different address?

Yes, whilst you’re placing your order, you’ll have the option to change your delivery address at checkout*.

If you’d like to change your delivery address but you’re not placing an order, simply log in then, in Account Overview, click Edit Addresses where you’ll have the option to add a new delivery address or edit any existing ones. Just remember to click Save Changes once you’ve made your changes.

Please note that for us to authorise your payment, your billing address must match the address on your credit or debit card statement.

*To ensure that you’re order is delivered to you safely, we do not currently deliver to PO Box addresses.

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Can I change my delivery address after I have placed my order?

Once you have placed your order with us, it is not possible to change the delivery address.

The courier will attempt delivery and if you are not at home one of the following will take place: 

  • The courier will leave your parcel in a safe place and leave a calling card to advise where it is. 
  • The courier will leave your parcel with a neighbour and ask them to sign for it.

If none of above is possible, the courier will leave a drop card with further instructions.

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Can I send an order to a delivery address in another country?

You will be able to add a different international delivery address from your billing address. Please ensure you select the country from the drop down menu at checkout.

Please note your billing address must be the address your card is registered to.

International delivery is Monday to Friday during local country business hours with a signature service.

For more information please see International Delivery .

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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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Returns
How long do I have to return goods after Christmas?

We appreciate that at this time of year our customers need a longer returns period.

Any goods purchased as Christmas presents may be returned unril the end of January following the instructions on the reverse of the dispatch note.

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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 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: 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.

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What is your returns address?

All returns should be sent back in the original packaging (where possible) to:

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

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Do you refund original postage charges?

You’ll find our Cancellation Policy in our Cancellation Policy in Terms & Conditions. If your returns meet the criteria outlined in our policy but your original postal charges are yet to be refunded, please contact us using the Contact button below.

We comply with all Consumer Contract Regulations.

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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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Exchanges
How do I place an exchange order?

EXCHANGES (Colour & Size only)

Upon receipt of your order, if you find you need to replace an item - alternative size or colour only -

For orders placed by telephone -

We will happily re-order your replacement item and dispatch with free postage provided this request is made within 7 days of receipt of order – please call our Orderline on 1800 290 733 & select the option to order a replacement item.

For orders placed via our website -

Due to system constraints we are not able to create exchanges for online orders. If you wish to place an order for an alternative size or colour only - please place your order as usual via our website and contact us by email with your web reference number and we will refund the delivery charge for the new order.

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Where is my replacement item?

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

If you would like to receive a replacement item (same item - different colour or size), we will re-order with no fee to you for post and packing. Simply call our Orderline on 1800 290 733 and select option 3.

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Cotton Traders Information

Security and Privacy
Privacy and Cookies

Our commitment to privacy

At Cotton Traders, protecting your trust is our highest priority, and we pledge to keep your personal information safe and private. Cotton Traders observes the code of practice covering the use of personal data as outlined in the Data Protection Act of 1998. We also comply fully with the Consumer Contract Regulations 2013, and the 2003 Privacy & Electronic Communications Regulations.

What this means for you…

We promise never to send you marketing communications without your consent, and will never pass on your details to any other companies unless you have given us permission to do so.

You are free to unsubscribe from our mailing lists at any time. If you no longer wish to hear from us, we will stop contacting you.

The security of your personal data is of paramount importance to us, and we will never store your data for longer than is reasonable.

Emails

If you’re placing an order or registering for an account online, you will be asked to provide an email address. This allows us to confirm registration and orders via email, and send you any updates relating to your orders and account.

If you’d prefer not to receive any future offers or emails from us, please log in to your account, choose

Edit Communication Options

and untick any relevant boxes. Just remember to click

Save Changes

once you’ve made your changes.

We promise that we will never pass on your details to any third parties without your permission to do so.

Internet Security

All data provided to the Cotton Traders website is treated with the utmost sensitivity. Data is coded using advanced technology and techniques, and is transferred via a maximum safety connection (SSL). Any account information provided can only be read by Cotton Traders authorised computers.

For more details, please read our Security Statement.

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Is your site secure?

In October 2008, Cotton Traders became the first retail merchant in the UK to be officially certified as Tier 1 compliant with the Payment Card Industry Security Standard (PCI DSS)

For more details, please read ourhere

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What is your privacy policy?

To read our Privacy Statement in full, please click here.

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I'm worried that I may have received a fraudulent email, what can I do?

If you think you’ve received a fraudulent email, please use the Contact button at the bottom of this page and we will reply with an address to forward the email to.

Please rest assured that we have worked with leading experts to ensure that our site meets the very highest industry standards.

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Terms and Conditions
What are your Terms and Conditions

To read our Terms & Conditional in full, please click here.

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Opening Hours
What are your contact centre opening hours?

Our Contact Centre opening hours are shown below:

Orderline - 1800 290 733 
Monday - Saturday Evenings (from 7pm AEDT)
Sunday Evenings (from 8pm AEDT)

Customer Care - 0011 44 161 3747220
Monday - Saturday evenings (from 7pm AEDT)
Sunday evenings (from 8pm AEDT

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What are your Christmas opening hours?

Our Contact Centre Christmas opening hours are shown below (UK time):

Orderline - 1800 290 733      Customer Care - 0011 44 161 3747220

Christmas Eve                       8am to 2pm

Christmas Day                      Closed 

Boxing Day                           Closed

Thursday 27th December      8am to 8pm

Friday 28th December           8am to 8pm

Saturday 29th December       8am to 6pm

Sunday 30th December         9am to 6pm

New Years Eve                      8am to 6pm

New Years Day                     Closed

Wednesday 2nd January       8am to 8pm

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What are your Easter opening hours?

Our Contact Centre Christmas opening hours are shown below (UK time):

Orderline - 1800 290 733      Customer Care - 0011 44 161 3747220

 

Good Friday 19th April          9am to 5pm

Saturday 20th April                8am to 6pm

Easter Sunday 21st April       9am to 6pm

Easter Monday 22nd April     9am to 5pm

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How do I provide positive feedback?

We welcome all feedback at Cotton Traders and will pass your comments on to the appropriate person or department. 
To pass on any positive feedback, please use the contact button below. We thank you in anticipation.

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Cotton Traders and the Environment
What is your policy on environmental issues?

As our business grows, we’re firm believers that it is our corporate responsibility to be mindful of the impact we have on the environment. With that in mind, we will always strive to ensure that our products are ethically sourced, and everything we do – including our print production – is as sustainable as possible.

We are proud that, as the times change and technology develops, so do we. This is no small feat; however, we will continue to collaborate with our suppliers to ensure that as our business progresses, our impact on the planet lessens.

All of our printed materials are sourced from environmentally-aware suppliers. It is of utmost importance to use that all print suppliers echo our commitment to being environmentally conscious, and operate in-line with the ISO 14001 Environmental Accreditation, ensuring that they operate at the best possible environmental standards.

Where possible, our printed materials are sourced from sustainable forests and all of our suppliers operate a robust and comprehensive Recycling & Water Management system. Amongst our supplier lists are the winners of Environmental Printer of the Year 2016/7 in the Print Week Awards 2006.

To read our Sustainability Statement in full, click here.

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What is the history of Cotton Traders
What is the history of Cotton Traders?

While their broad shoulders were certainly an advantage on the pitch, our founders, former England rugby players Fran Cotton and Steve Smith, found that they made shopping for everyday clothes a little awkward…so they set out to make them themselves.

To read more visit 'Our Story'.

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Wellingtons purchased through our shops, via email order, Contact Centre or from cottontraders.com are guaranteed to the original purchaser for 12 months from the date of purchase against manufacturing faults. This applies to Wellingtons purchased after 20th April 2017.

Within the first year of purchase, if you have reason for complaint, please contact our Customer Care Team on 0011 44 161 3747220 or click Contact Us below.

Cotton Traders reserves the right to refuse the return of products, which are not sent back in accordance with our procedure and we may request that you pay for the shipping of such goods back to you.

This guarantee does not cover damage or faults caused by misuse or by normal wear and tear (e.g. scratches and scuffs, wear on the soles, or inappropriate care.) Any repairs carried out by a third party, or any alteration (e.g. personalisation) of the wellingtons will invalidate this guarantee. This guarantee does not affect your statutory rights.

It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion. If we agree that the Wellingtons do suffer from a manufacturing fault then we will, at our option, either issue you with a replacement pair (if we have one in stock) or we will reimburse you the purchase price.

We do not cover faults due to contact with animal urine as this degrades the rubber and causes the surface of the Wellington boot to weaken.

Looking After Your Wellingtons

In some circumstances, you may notice a white powdery ‘bloom’ on the surface of your Wellingtons. Rubber is a naturally occurring product and in certain situations, insoluble particles may rise to the surface. This is natural characteristic of high quality, natural rubber and should not cause concern; it does not affect the durability of your boots.

If your boots get dirty, use lukewarm water and a clean cloth to wipe them clean and then allow them to dry naturally.

Store your boots in a cool dry place, avoiding any contact with sources of heat, extreme cold or direct sunlight. Do not store your wellingtons folded or creased.

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