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?

 

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

We will not be able to accept any new orders from 2nd April 2020 via our website or by telephone.

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

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Cancellations & Amendments
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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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.

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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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?

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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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?

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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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 & Conditions 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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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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Cotton Traders UK App

UK Mobile & Tablet App
What is the Cotton Traders shopping app and how do I use it?

To offer our customers a dedicated place to browse and buy from Cotton Traders on their mobile/tablet devices, at the touch of a button! The App is a shopping app for customers using the UK website that has exactly the same categories and products on it as the UK website.To learn more about our app click here

If you have an iOS (Apple) or Android (Samsung, HTC, Huawei, Google Pixel, Xaiomi, Sony) device you can download our app from the Apple App Store or the Google Play Store using the links below.

iOS - Apple App Store

Android - Google Play Store

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What devices is the app available on?

The app is available on iOS (Apple) devices and Android (Samsung, HTC, Huawei, Google Pixel, Xaiomi, Sony) devices. The app works across Mobile and Tablet Devices.

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Where can I find more information on the App and links to the app stores to download?

Customers find links to the App stores to download the app in our marketing emails, and on site page below To download our app click here and on our website footer when viewing iOS and Android devices

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How do I login to view my account and orders?

You can login on the App by using the same account details as you would on our website if you are an existing customer. If you are a new customer you can create an account and those same details can be used to login on website. All customer details and order history are the same across the Website and App.

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What marketing communications are sent to App users?

If you are an existing customer and have opted in to receive email or mail communications this will remain the same. However as an app user you can opt in to receive ‘Push Notifications’.

A Push Notification is an alert sent to your mobile/tablet device as a way of keeping you up to date on exciting offers, sales and new in products, without you having to be in the app or using your device to see them.

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How do I opt in/out of Android Push Notifications?

To opt in / out of Push Notifications on Android the typical steps to follow are below, but this may vary across devices

Opt In to Push Notifications

To receive push notifications you must update the settings on your device. You can follow the instructions below to update.

Settings > Notifications > Cotton Traders > Select ‘Allow Notifications’

Opt Out of Push Notifications

To receive push notifications you must update the settings on your device. You can follow the instructions below to update.

Settings > Notifications > Cotton Traders > De-select ‘Allow Notifications’

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How do I opt in/out of iOS Push Notifications?

Opt In to Push Notifications

To receive push notifications you must update the settings on your device. You can follow the instructions below to update.

Settings > Notifications > Cotton Traders > Select ‘Allow Notifications’

Opt Out of Push Notifications

To receive push notifications you must update the settings on your device. You can follow the instructions below to update.

Settings > Notifications > Cotton Traders > De-select ‘Allow Notifications’

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How do I reset my password on the App, and does this change my website password?

You can reset your password on the App or Website. Once your password has been reset this is synchronised across both the App and Website

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