FAQs
To help answer any queries or questions that you may have about Cotton Comfort products and/or our online store, we have compiled a list of our customers’ most frequently asked questions. Hopefully you will find what you’re looking for. If not, we’d love to hear from you so please either get in touch or try us on Facebook (ideally using Messenger).
Can I order on the phone?
How long does delivery take? And how much does it cost?
Do you deliver overseas? Will I pay local tax?
Will I be able to send something back for a refund?
Are your sizes ‘true to size’ and why do your sizing charts vary between products?
What fit or size clothing should I buy that is best for eczema?
Will my new clothes shrink in the wash?
How long will my nightwear last?
Why don’t you sell nightdresses for children?
Do you sell mittens to tie on for small children? Like baby scratch mittens
Why does some of your packaging have plastic in it?
Can I order on the phone?
Yes! It might be quicker to do it online if you are able to but if you’d rather phone us that’s fine. Phone orders are taken by our customer service desk at our warehouse which is on 0333 240 0886.
When you place an order 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, 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.
How long does delivery take? And how much does it cost?
If the item(s) are 'In Stock' your order will be processed and mailed within 2 working days. Delivery within the UK is by Royal Mail Tracked 48 and generally takes 2-4 days.
Deliveries outside of the UK are by tracked courier (unless Royal Mail is an option and has been chosen) and usually takes 3-10 working days. They can take longer, particularly if there is additional paperwork or issues at the borders. We will try to keep you informed if there are likely to be any delays. We cannot offer next day delivery outside of the UK or to offshore UK destinations.
NB. it is now MANDATORY that you provide a phone number for overseas orders otherwise we will not be able to ship it.
Postage is FREE for UK mainland orders over £60. Under £60 there is a delivery charge of £4.95 per order.
We also offer a UK 24 Hour delivery service for a delivery charge of £9.75. If the item(s) are 'In Stock' and the order is received before 1.30pm, 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.
If any items within your order are out of stock at the time of ordering, we will try to get in touch to understand if you would like us to part ship your order or wait until all goods are available.
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.
Do you deliver overseas? Will I pay local tax?
We can deliver almost all our products worldwide.
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 ship most international orders by courier 'Delivered Duties Paid' (DDP). The shipping cost is calculated and shown at checkout based on the order weight and the destination, and any country-specific import duties and taxes are calculated automatically and included in your total at checkout. This means there are no additional charges or surprise payment requests when your parcel arrives. If no duties or taxes apply to your order, nothing extra is added. This is not the case if you have chosen Royal Mail Overseas.
For more detail on shipping zones and costs see our Shipping & Returns page: https://eczemaclothing.com/pages/delivery-and-returns
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 be able to send something back for a refund?
We want you to be delighted with the quality of the goods you receive from Cotton Comfort.
If for any reason you wish to return any items from your order, please do so within 28 days of your order being placed and in resalable condition, for either a full refund of the value of the goods or an exchange. Please note 'Starter Eczema Packs' can only be returned as a full pack.
Please go to our Returns portal at https://returnsportal.shop/eczema-clothing and follow the instructions to create a Returns or Exchange Request and organise shipping. You will need your order number (in the format PCCxxxxx, from your confirmation email or despatch note).
To keep prices down, we do not offer free returns. Return shipping charges will be deducted from any refund, however any items purchased in exchange will be sent out to you free of charge. If an item is faulty or damaged, please tell us through the Returns portal and we will refund or replace it at our cost.
Returned goods must be carefully repacked in original packaging with no tags or labels removed. If you need to remove a label to try something on (e.g. socks), please remove it carefully using the pull thread or small scissors, as tearing labels off can cause a hole. We cannot give a refund or exchange if labels or packaging has been damaged. Items that have been altered, mended or laundered cannot be considered for return.
If you are unable to use the Returns portal, returns (including school uniform) should be sent to: Cotton Comfort Ltd, Whistl Fulfilment SW, Unit 2 Wrangaton Business Park, South Brent, TQ10 9GQ.
Refunds are normally processed within 5 working days of receipt of the returned items.
Are your sizes ‘true to size’? And why do your sizing charts vary by product?
Yes! Several of our customers have remarked that they find it a relief that our own brand sizes are more ‘real’ or ‘true’ than other companies - this only applies to our own brand goods where we can control sizing.
We also stock products from other suppliers and we've found that all the sizes vary so we have made bespoke sizing charts per item so you know exactly how each one will fit. This is important as we want the fit to be right - not too tight and not too loose - to ensure you are as comfortable as possible. So do take a look at the individual charts on each product.
What fit or size clothing should I buy that is best for eczema?
Sensitive skin and areas of eczema benefit from being covered and kept at a constant temperature. Wearing clothes that are too big can create friction, as the material moves over the skin, and folds which make some areas hotter (and itchier) as well as being uncomfortable to lie on. Any skin on skin contact (e.g. underarms or between legs if the garment is too big) may cause discomfort so the fit should be fairly close-fitting while allowing free movement without feeling tight.
Will my new clothes shrink in the wash?
We only use the finest long fibre cotton and allow for up to 5% shrinkage when hot washed. Tumble dry cool only, a hot dryer will reduce the size of the garment.
How long will my nightwear last?
Our garments are made of long lasting high quality organic cotton and many of our customers have passed clothes on between children and even between generations.
All Cotton Comfort own brand garments are made to last for several years. However, the additional wear and tear and frequent laundering necessary for a child or adult with eczema or other skin conditions can reduce the life of a garment, dependant on the severity and medication used, by between 20% and 50%. We base this assumption on a rotation of at least 3 (preferably 4/5) night time outfits.
Why don’t you sell nightdresses for children?
We don’t sell these because Cotton Comfort does not sell any clothes with chemical finishes.
By law in the UK all cotton nightdresses for children must be dipped in flame proofing chemicals, which often contain formaldehyde. Children with eczema or broken skin should not be exposed to these chemicals which can cause an allergic reaction. In addition, the fumes given off can precipitate a bad reaction in children with asthma.
Do you sell tie on mittens for small children? Like baby scratch mittens?
No - we do not. Eczema often develops between the ages of 6 months and 2 years, at a time when vital hand/eye co-ordination skills are developing. Any constriction of the wrists and fingers severely restricts natural movement, delaying normal development of the child's fine motor skills.
Thankfully tie-on mittens are no longer recommended by Dermatologists and nursing staff who recognise the damage that can be done by this uncomfortable practice. Tying mittens on to sore wrists and hands often squashes the fingers, making them hotter and itchier causing additional distress and discomfort to the child. Sore little fingers need room to move to facilitate the healing process.
Using a Cotton Comfort Scratch Mitten T with integral mittens allows unrestricted movement of the wrist and fingers whilst protecting damaged skin and turning a scratch into a protected rub.
Why does some of your packaging have plastic in it?
We work with several different factories and suppliers and whilst we try to work with suppliers who use environmentally friendly packaging, our priority is the fabric and design of a garment. Where we have a choice we go for environmentally packaging which can be recycled but in some cases our suppliers just aren’t yet able to provide that. In those cases we are working hard to find alternative suppliers or to ensure that our current ones switch their packaging to more environmentally friendly options. Because we are small we often have to buy a years worth of stock at a time so it can take time for this to be replaced with better packaged goods.
