Frequently asked questions
ORDERS & SHIPPING
How long before my order ships?
All orders placed before 12.00 are shipped the same day. Orders placed after 12.00 are guaranteed to ship the next working day.
Can I buy your products in any retail stores?
You can only buy The Cotton Story products from www.thecottonstory.co.uk or occasionally through seasonal pop ups and events. Sign up to our newsletter to be kept fully up to speed on events. - Click here
Where is my order?
For order queries, please email the team email@example.com
Where do you ship?
We currently only ship to the UK and zone 1 EU countries. These are :
Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden & Switzerland.
What is your returns policy?
Unless an item is faulty, returns should be made within 28 days of receiving your order. Please contact our Customer Service team to arrange your return. Please be aware that you must contact us and request a return within 14 days of receiving your order. Simply get in touch with the team on : firstname.lastname@example.org and we will deal with your request.
Please return the items in their original packaging, package the items securely and ensure our returns form is included inside.You will need to obtain a proof of postage receipt when you return your items to us. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.
Please note, all unwanted items need to be returned in pristine condition with all tags intact.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
• If we sent you the wrong item
• If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
Do you offer exchanges?
Yes we do offer exchanges. Should you wish to size up or down, please contact us at email@example.com
What is the ‘want list’ and when will my order be shipped?
We make our products in small batches and so run a ‘want list’ for when your size in the colour of your choice is out of stock. We anticipate that you’ll wait on average 4 weeks maximum for the re stock to arrive. Joining the want list means you’ll be in the first group of people that are notified of your size coming back into stock. There is no obligation to purchase, it simply keeps you updated.
What if you’re out of my size?
Please join the ‘want list’ to be notified the minute your size comes back into stock.
What size am I?
Please see our comprehensive size chart but pay close attention to the models measurements and detailed review to help avoid mistakes.
Do you offer gift cards?
Not at the moment.
What forms of payment do you accept?
We accept most credit and debit cards and also accept pay pal payments.
What currency are your prices in?
Our prices are in pound sterling
What is The Cotton Story’s phone number?
We are unable to provide a phone number at this stage. Please contact us at firstname.lastname@example.org for general enquiries.
What is the difference between the normal cotton and supima cotton?
Supima cotton is an extra long staple form of cotton grown in California. The difference is in its strength and softness. For more on Supima cotton, click here
Do your t-shirts shrink at all in the wash?
Our t-shirts are all pre washed to avoid shrinkage. Some of our t-shirts are specially dyed so please refer to the care instructions before washing.
Where are your t-shirts made?
In our family run Portuguese factory. For more on this take a look at our story.