Frequently Asked Questions

I can't seem to log into my account?

Once your account has been approved, your account will be active. If you encounter difficulties logging in, please kindly follow these steps:

1. Double-check that you are using the correct credentials (email / username and password).
2. If the issue persists, you can reset your password by visiting the following link: Reset Password.

Should you need further help, feel free to get in touch with our customer support for prompt assistance.

Where are my discounts?

To access your discounts, follow these simple steps:

1. Click on the customer dropdown located under your name (Hi "YOUR NAME").
2. From there, select the tab labelled "View My Pricelist NEW" to view your personalized pricelist.
3. You can also download a copy of the pricelist from our downloads page: Downloads.

If you need to discuss any pricing, please contact your account manager.

How can I place a return?

To access your discounts, follow these simple steps:

1. Before proceeding with the return, we recommend reaching out to our admin team for assistance if you need an urgent replacement. You can contact them using the following number: 01543 278 558.
2. Click on the customer dropdown located under your name (Hi "YOUR NAME").
3. From there, select the tab labelled "Returns".
4. Fill out all fields and submit your returns. Your returns will then be pending for a review from a member in our admin team.
5. Following your submission, we will email you a returns slip when this has been approved. Please make sure that you include the returns slip with your returns.

What time is ‘Cut Off’ for next day orders?

Our order cut off time for next day delivery is 3.45pm.

If your order is urgent, please call us or leave an order note at the bottom of the checkout page and we will do our best to prioritise the despatch of your order.

Can I order Bespoke/Custom garments from Cottonridge?

If you are looking for a customised style or colour garment, Cottonridge can help you.

Please send an email to your account manager or to salesteam@cottonridge.co.uk with details of your requirements and we will contact you.

Can I group my orders?

To help you save on carriage costs, it’s possible to group smaller orders.

If your order isn’t urgent and you think you’ll need to order again soon, just leave us an order note at the bottom of the checkout page ‘Please hold, I’ll be adding to my order’. We won’t pick your order if you ask us to hold it.

When you place a new order, on the checkout page you’ll be asked if you want to add this order to your held order. Just click the green ‘Yes’ button and the two orders will be combined.

You can then place as many additional orders as you need until you tell us you’re ready for us to pick and despatch everything in one go.

How do I order a cord change?

On the website, from the Garments page, choose the product and choose the colour you require.

To the left of the screen below the large image of the garment, you’ll see some grey tabs. Choose the second one down ‘Change the cord on this garment’.

The cord change options will open. Select the style of cord you want.

If the cord colour can be changed, a colour palette will open. Select the cord colour you need and close the palette by clicking on the cross in the top right-hand corner of the screen. The garment in the colour you chose will be displayed with the new cord colour showing.

The image of the hoodie and new cord style will be displayed. Type in the Qty boxes the number of pieces you require in each size.

When you click ‘Add’, the hoodie will be placed in your basket and the cord change will show as a separate item. When your order arrives, the cord will be changed. Please allow an additional 48 hours for your cord change to be completed by our workshop before it is despatched.

Where can I find my Invoices?

You can view and/or download a copy of all of your past invoices in the admin menu when you’re logged in on the website. Hover the mouse over ‘Hi your name’ in the top right corner of the screen and just click on ‘Invoices’ from the list.

Why can't I connect to my account?

If your account is still awaiting approval, you will not yet be able to log in. Your Cottonridge account manager will contact you to explain how to connect to your account for the first time.

Once your account has been approved, in the top right-hand corner of the screen click “Login/Register”.

Your username is the email address you provided when you registered. If you can’t remember the password you used, the “Forgotten Password”? option below the log in box will send an automatic email to you at this email address. Check your spam folder for this email too.

There's a problem with my order, how do I return something?

If there is a problem with your order and you'd like to send something back, please go to our returns page here : insert link.

to complete a returns request form, hover the mouse over ‘Hi your name’ in the top right corner of the screen and click on ‘Returns’ from the drop-down admin menu. Complete the form adding each item you'd like to return and then click "Send Request". Our team will contact you by email or telephone to organise the return of the items.

How much are the carriage charges?

Our carriage costs are as follows:

For orders below £150 nett, 2-3 day carriage is £5.99 (if 1-2 pieces it’s just £4.50) and next day carriage is £8.75. Next day carriage is free for orders over £150 nett.

Where is my order?

Hover the mouse over ‘Hi your name’ in the top right corner of the screen and click on ‘Orders’ from the drop-down admin menu. The status of your order will be shown. If your order hasn’t yet been despatched and is urgent please call us on 01543 278558.

If your order has been despatched but you haven't received it, please email salesteam@cottonridge.co.uk or give us a call on 01543 278558 and we will check the delivery tracking for you. Our offices are open from 9am to 5pm Monday to Friday. We are closed on Bank Holidays.

Where can I find Product Images?

Product images are available to download via the website. Hover the mouse over ‘Hi your name’ in the top right corner of the screen and click on ‘Downloads’ from the drop-down admin menu. You may use these images on your website, on social media or for creating mock-ups to send to your customers.

Where can I find an E-Catalogue?

In an attempt to reduce our carbon footprint, Cottonridge no longer offer printed catalogues for you to hand out to your customers. Your account manager can send you an Information Pack which contains a large version of the catalogue without prices which can be shown to your customers.

An e-catalogue is available to download via the website. Hover the mouse over ‘Hi your name’ in the top right corner of the screen and click on ‘Downloads’ from the drop-down admin menu. Choose "Download e-Brochure English" from the list

An item is out of stock. How can I place a backorder?

If an item that you need is out of stock, please email : salesteam@cottonridge.co.uk and ask us to place the items on backorder for you. You don't have to pay in advance for backorders and you won't pay carriage for backorders either. When new stock is available, we'll send you an email asking if you still want them.

Please reply quickly to this email. You can view/cancel your backorders from the 'Backorders' tab in the admin menu when you're logged in on your account. The expected delivery date of new stock will be also shown next to each item you have backordered.

When will a product be back in stock?

If a product quantity is showing zero or low stock, the next stock arrival date will normally be shown in green text just below your product prices. This only indicates the next arrival date. There may be more stock arriving shortly after. Below the date you will see the number of pieces that are still available to backorder from this shipment.

If no number is shown, please email salesteam@cottonridge.co.uk and we will advise when more stock is expected.

How can I send my order to a different delivery address?

By default, all orders will be delivered to your invoicing address unless you specify otherwise.

To choose a different delivery address, firstly add the address to your address book.

In the top right-hand corner of the checkout page, below Select Delivery Address, click on “Add New Delivery Address”. Complete the delivery information and “Add Details”.

This delivery address will now be added to your address book and can be selected from the drop-down list.

Can I add extra pieces to my order?

Firstly check whether our warehouse has already started picking your order. Hover the mouse over 'Hi your name' in the top right corner of the screen and choose ‘Orders’. If the status of your latest order says ‘In processing’ you’re fine to add to your order. If it shows ‘Picking’ or ‘Despatched’ it’s too late to add extra pieces.

If our warehouse team haven’t yet started to pick your order and you need to add extra pieces, just place a new order. On the checkout page you’ll be asked if you want to add the new order to the first order to save on carriage. Click the green button to combine your orders.

The details of your original order will then appear on the screen and also the new pieces you want to add. You’ll only be charged for the pieces you’ve added and carriage should show as ‘Paid’. Click to place your order, pay the difference and we’ll send everything out to you as one order.

If you know in advance that you'd like to add to an order later, at the bottom of the checkout page leave us an Order Note - "Please hold, I'll be adding to my order"