Frequently Asked Questions

I am having problems logging in online with my Username and Password.

If you are experiencing problems logging on to the website, please contact us here with your full name, company you work for and any error message you may have been given. Our dedicated team will be happy to assist you.

I am having problems placing my order.

If you are experiencing problems with placing your order, please contact us here with your full name, company you work for and any error message you have been given. Our dedicated team will be happy to assist you.

When will my gift(s) be despatched?

Delivery, where geographically possible, will be made approximately 15 working days from receipt of order, provided that all items are in stock. Standard delivery times are Monday - Friday, 8am -5pm excluding public bank holidays.

All items must be signed for and the contents checked within 24 hours. Orders may arrive at different times by separate carriers. The following products will be despatched direct by the manufacturer and delivery times/days will vary: Hotpoint white goods, Kettler exercise equipment and selected go-karts, garden furniture and wines.

For an update on an existing order you have placed, please email accounts.managers@cottrills.com stating who you work for, your order reference number and the date your order was placed.

Can I request a specific delivery day?

Saturday delivery is available, where geographically possible, with the exception of products that are delivered directly from the manufacturer. The additional cost for this service is £7.50 per delivery. Payment for this service can be made online at the checkout.

If you require delivery on a certain day this may be possible to arrange but is not guaranteed. Please advise of your preferred delivery day when placing your order and every effort will be made to ensure we meet your request.

I would like to change my gift(s), is this possible?

If you decide that you wish to exchange your gift(s) for an alternative item this can be arranged provided that we are advised immediately on receipt and that the goods are returned unused and re-packaged. A small charge will be applied to cover collection and re-delivery costs. For hygiene reasons earrings for pierced ears cannot be exchanged.

How can I check my ring size?

Please contact the service team on 0844 826 2008 or contact us here by email and we will send you a complimentary ring gauge. Alternatively you can use a local jeweller to find out your ring size and this service is free of charge in most cases.

Can you install the white goods I ordered?

Please note that the points values include delivery to your home, unpacking and removal of packaging. Connection to suitable existing services one metre or less from the appliance is available for an extra charge. This can be arranged for an extra 225 points (this will not include remedial plumbing or electrical work).

HOT21 - Removal of Appliance - 120pts

HOT22 - Connection of New Appliance - 225pts

Before installation you must ensure that your old appliance is disconnected.

I have ordered an activity day, at which locations can I take part?

Information on how to book your activity and the locations are provided with your activity voucher pack. You can also ring our activity helpline on 0845 402 0802 to find out further details of the activity you are interested in, including the available locations.

How much assembly is required for a Dawes bicycle?

The bicycle will arrive flat packed for transit and a degree of assembly will be required on the front wheel, brakes, pedals, handlebars and seat.

What should I do if my gift(s) are faulty?

Any faults should be reported to us immediately so that the appropriate course of action can be taken. Please contact the service team on 0844 826 2008 or contact us here by email for advice and assistance.

What should I do if my gift(s) arrive damaged?

We take great care in ensuring that all gifts are packaged securely to avoid potential damage whilst in transit. On the rare occasion that damage occurs please contact our service team on 0844 826 2008 or contact us here by email within 24 hours of receiving your gift(s). In the event of damaged gifts please ensure that all packaging is retained.

What should I do if an item is missing?

If you receive your order but a gift(s) is missing and the delivery note does not state that the gift(s) will follow please notify the service team immediately on 0844 826 2008 or contact us here by email so that we can investigate.

Will my gift(s) be covered under warranty?

Most electrical and mechanical products are covered by a 12 month manufacturer warranty and details of the warranty will be supplied with the product. Should you require any further information on the warranty of your gift(s) please contact the service team on 0844 826 2008 or contact us here by email.