Shipping

What are your shipping options?

We are working hard to ensure that our supply chain is not affected however, we are expecting some shipping delays on orders placed on or after March 15th 2020. We’re working hard to send your orders out to you as quickly as possible. Our standard shipping time is up to 10 business days but at this time please allow up to 20 business days for USPS to deliver your parcel before contacting our Customer Care team.

Delivery to the US is $9.95* for Standard non-tracked shipping with USPS (10 business days)

and $19.95 for Express shipping (3 business days) this is for a fully tracked carrier service which will require a signature.

Shipping days stated are number of business days after dispatch (subject to stock availability and excluding sale periods) **

Shipping will be Monday to Friday during local business hours with a signature service.

WE CANNOT DELIVER TO PO BOX ADDRESSES; -  AN ALTERNATIVE DELIVERY ADDRESS WILL NEED TO BE SUPPLIED DURING THE CHECKOUT PROCESS.

* Standard shipping is free on orders over $79

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

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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 shipping to a different address?

Yes, while placing an order you will have the option to change your shipping address at checkout*

To change your shipping address when you are not placing an order, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.

Here you will have the option to add a new shipping address or edit any existing ones by clicking on Edit Addresses. Once you have made the required changes, click on Save Changes

Please note that your billing address must match the address on your credit/debit card statement to allow payment to be authorised.

*For the security of your package, we do not ship to PO Box addresses.

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

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

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Can I have shipping to another country?

You will be able to add a different international shipping 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 (express delivery only)

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.

Express Shipping (Tracked Service)

Please allow 3 business days for our courier company to complete delivery. If your order has been affected by any of the above reasons, you may need to contact us to confirm your details (using the contact us button below).

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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, toll free on 1 855 753 4444 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 American customers, taking away the hassle 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 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 (please note this is only applicable to orders placed online).

You can claim a refund on the cost of your return if you pay using PayPal. Activate your PayPal Refunded Returns service here: PayPal 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.

*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 toll free on 1 855 753 4444 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 I was given 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 toll free on 1 855 753 4444 so that we can flag the order to ensure it is not automatically refunded by our warehouse.

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: 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 - 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 Customer Care team, toll free on 1 855 753 4444 & select the option to order a replacement item.

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

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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 on 00 44 161 3747220 & select the option to order a replacement item.

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