Frequently Asked Questions

I can't log into my account

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

  1. Double-check that you are using the correct credentials (email/username and password).
  2. If the issue persists, reset your password by visiting the following link: Reset Password.
  3. Should you need further help, please contact our customer support team on 01543 278 558 for prompt assistance.


Where is my Price List?

To access your price list, follow these steps:

  1. Click on the customer dropdown under My Account in the top right corner.
  2. Select the tab labelled View Price List to see your personalised pricelist.

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


How can I return a garment?

To place a return, follow the steps below:

  1. Click on the customer dropdown under My Account in the top right corner.
  2. Select the tab labelled Manage Orders.
  3. Open the Completed Orders tab.
  4. Click Return Order on the order you wish to return.
  5. Fill out all fields and submit your return request.

Your return will then be reviewed by our admin team. Once approved, we’ll email you a returns slip. Please ensure that this slip is included with your return.

For urgent returns, we recommend contacting our admin team directly on 01543 278 558.


What time is the 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 a note at the bottom of the checkout page, and we’ll do our best to assist.


Can I order bespoke/custom garments from Cottonridge?

Yes. If you’re looking for a customised style or colour, Cottonridge can help.

Please email your account manager or contact salesteam@cottonridge.co.uk with details of your requirements, and we’ll be in touch.


Can I group my orders?

To help save on carriage costs, you can group smaller orders.

If your order isn’t urgent and you expect to order again soon, 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 until you’re ready.

When you place a new order, the checkout page will ask if you’d like to add it to your held order. Click the green Yes button to combine them.

You can continue adding orders until you tell us to pick and despatch everything together.


How do I order a cord change?

Coming soon…If you would like to order a cord changed garment, please return to our old website.


Where can I find my invoices?

You can view all completed orders (including invoices) via the admin menu when logged into the website.

  1. Click My Account in the top right corner.
  2. Select Manage Orders.
  3. Open the Completed Orders tab.


Why can't I connect to my account?

If your account is still awaiting approval, you won’t yet be able to log in. Your Cottonridge account manager will contact you with instructions.

Once approved, click Login in the top right corner.

  • Your username is the email address you used to register.
  • If you can’t remember your password, use the Forgotten Password? option below the login box. This will send an automatic reset email (check your spam/junk folder if you don’t see it).


There’s a problem with my order — how do I return something?

If you’d like to return an item, please visit our Returns page (linked in the footer).


How much are the carriage charges?

Our carriage charges are as follows:

Orders below £150 net:

  • 2–3 day delivery: £5.99 (or £4.50 for 1–2 items)
  • Next-day delivery: £8.75

Orders above £150 net:

  • Next-day delivery: Free


Where is my order?

To track your order:

  1. Log into the website and click My Account in the top right corner.
  2. Select Manage Orders to view the status.

If your order hasn’t been despatched and is urgent, please call us on 01543 278 558.

If your order has been despatched but not received, email salesteam@cottonridge.co.uk or call us, and we’ll check the delivery tracking for you.

Our offices are open Monday–Friday, 9am–5pm (closed on Bank Holidays).


Where can I find product images?

Product images can be downloaded from the Marketing Tools section in the footer of any page.

These may be used on your website, social media, or for creating customer mock-ups.


Where can I find an e-catalogue?

To reduce our carbon footprint, Cottonridge no longer offers printed catalogues.

  • Your account manager can send you an Information Pack, which includes a large version of the catalogue (without prices) for showing to customers.
  • You can also access the e-catalogue directly from our website. Navigate to the footer and select E-brochure to view or download a copy.


When will a product be back in stock?

If stock is low or unavailable, the next expected delivery date will normally appear in green below the product prices.

  • Below the date, you’ll also see the quantity available for backorder.
  • If no date or number is shown, please email salesteam@cottonridge.co.uk and we’ll provide an update.

For all expected delivery dates - You must be logged in to see this information


An item is out of stock. Can I still order?

Yes, you can still place an order for items that are out of stock. The expected delivery date will be shown on the product page. When choosing your delivery date, please make sure it is set after the new stock has arrived, as orders cannot be shipped before then.

For all expected delivery dates - You must be logged in to see this information


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

By default, all orders are delivered to your invoicing address.

To add a different delivery address:

  1. On the checkout page, under Select Delivery Address, click Add New Delivery Address.
  2. Enter the new address details and click Add Details.

This address will then be stored in your address book and can be selected for future orders.


Can I add extra pieces to my order?

Before adding to your order, check if our warehouse has started processing it:

  1. Go to My Account > Manage Orders.
  2. If the order status is In Processing, you can still add items. If it shows Picking or Despatched, it’s too late.

If your order hasn’t been picked yet:

  • Place a new order.
  • On the checkout page, you’ll be asked if you’d like to combine it with your first order to save carriage.
  • Click the green button to confirm.

The system will display your original order alongside the new items. You’ll only be charged for the added pieces, and carriage will show as Paid.

If you know in advance that you’ll want to add to an order, leave us a note at checkout:

“Please hold, I’ll be adding to my order.”