delivery and returns
returns & refunds
We want you to be delighted with the quality of the goods you receive from Cotton Comfort.
However, if for any reason you do wish to return any items from your order, please do so within 14 days of purchase and in resalable condition for either a full refund of the value of the goods or an exchange.
Returns (other than those for Eco-Outfitter School Uniform) must be sent to our warehouse at the following address:
Cotton Comfort, c/o Whistl SW, Woodview Road, Paignton, TQ4 7SR, UK
NB. If you are returning Eco-Outfitter School Uniform this must be sent directly back to them at the following address: CH Robinson Worldwide (UK) Ltd, EcoOutfitters, Unit 1B Glencar Close, Derby Commercial Park, Derby, DE21 7HZ.
To keep prices down, we do not offer free returns. Consequently any delivery and postage charges are non-refundable unless your order is incorrect or faulty. Please get in touch if this is the case.
We do insist that any returned goods are carefully repacked in original packaging with no tags or labels removed. Please ensure that garments are tried on over your regular underwear and that products are not exposed to perfumed products or to the family pet if you consider that you may need to return them.
We reserve the right to refuse to accept any returned goods that do not conform to these conditions. Items that have been altered or mended or laundered cannot be considered for return.
Please return the Returns Note (or a copy) that arrived with your order, this gives your Order number and your order details and let us know if you wish to have an exchange of goods or a refund.
For your peace of mind please make sure you send 'signed for' or at minimum ask for a stamped ‘Certificate of Posting’. We cannot take responsibility for items that, for whatever reason, fail to reach us.
Socks and tights labels - please remove carefully using the pull thread or small scissors as tearing off the labels can result in causing a hole to develop. We will not be able to give an exchange or refund if you have caused label removal damage.
Refunds are normally processed within 7 days of receipt.
UK mainland delivery
Our delivery charge is £4.75 per order to a UK address (excluding some Scottish Highland addresses).
FREE POSTAGE ON ORDERS ABOVE £60 to a UK address (excluding some Scottish Highland addresses)
If the item(s) are 'In Stock' your order will be processed and mailed within 48 hours of receipt. Delivery generally takes 2-4 days.
We also offer a UK 24 Hour delivery service for a delivery charge of £9.75 If the item(s) are 'In Stock' and only if the order is received before 12 noon, your order should arrive with you the next working day i.e. order on Friday and we will deliver on Monday. If you order on a weekend your parcel will be despatched the next working day. This service is subject to credit clearance and we require a day time telephone number for our security check. These orders will require a signature upon delivery.
We are sorry but we cannot offer this next day delivery/Saturday delivery to Highlands and offshore UK destinations.
If any items within your order are out of stock at the time of ordering, we will hold your order for up to 5 working days so that you receive your complete order in one shipment. If an item is out of stock longer, we will part ship your order. Items which are out of stock will be sent at no extra charge to you after your first delivery.
A signature may be required on receipt, so it may be more convenient for you if we deliver to your work or an address of a friend. We will send you an email when your order leaves us. This may contain a carrier reference for you to track your parcel.
We can deliver anywhere in the world.
NB. We must have a phone number and email address for overseas couriers to contact you on - this is now MANDATORY for all overseas orders
We now have one flat rate for overseas (outside of UK, Northern Ireland, Channel Islands and Isle of Man):
Overseas Standard Delivery: £19
For exceptionally large or heavy orders we reserve the right to charge additional postage at cost and will confirm this with you before shipping.
Will I pay local sales tax on delivery? Not if you are in the EU and your order is under Euro 150 (as at Aug '22 equivalent to c.£125). Your local sales tax is now INCLUDED at checkout so you should NOT be charged any more on delivery. In addition, there should be no duty payable for deliveries to the EU under Euro 150.
However, if you are outside of the EU or if you are within the EU and your order is over Euro 150, you may be charged local duty and tax on receipt of your goods. All prices at check out will include UK VAT charged at the current rate of 20% where applicable (adult clothing) and at 0% where applicable (childrens clothing). This is refundable if you live overseas so please contact us for this as we cannot automate this facility currently.
We accept MasterCard, Visa, Visa Debit, Maestro and PayPal.
All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
No orders will be accepted or processed without a valid card or PayPal payment in the name of the registered cardholder.
the order process
When you place an order online or by phone we will email you confirmation that it has been received.
The order will then go through a number of checks before we accept it and confirm the products are being dispatched. These checks include stock availability, product prices, security, payment and fraud screening.
Your order has not been accepted until this process is complete and no contract exists until we confirm that the items have been dispatched to you.
If you receive goods which are faulty or have been damaged in transit, please let us know straight away by email or phone and we will either offer you a full refund or replace the goods at our cost.
cancelling an order
If you wish to cancel your order, please call us on 0333 240 0886 or email us firstname.lastname@example.org
your statutory rights
Our guarantees are provided in addition to your statutory rights as a consumer.