Frequently Asked Questions

We're here to help! If you have a question that isn't answered below or would prefer to speak to a member of our team please get in touch, we'd love to hear from you.

How do I register for an account?

Select 'create an account' in the top right corner of the webpage and follow the prompts, completing the mandatory fields.


What if I have multiple sites?

You can add multiple delivery addresses on one registered account (selecting the correct delivery address at checkout). However, if the different sites have different account numbers, you will need to create separate accounts online.


How do I order?

Simply search for a brand or product and begin selecting 'add to basket' for those products you would like to order. Select 'items' and 'view and edit basket', to see subtotal and select 'checkout' once you're over Minimum Order Value (MOV).


How do I subscribe to the newsletter?

Join our mailing list via the web page footer or you can subscribe here


How do I update my personal details (addresses, email etc)

Ensure you are logged in, go to the top right area of the web page, select 'my account' and/or 'dashboard' from the drop-down menu, and select 'edit' on either of your account information or address book.


Can I view my order history?

Yes, you will find your recent orders on your dashboard and select 'my orders' from the left-side-bar to view full history.


Can I create a list of my favourite items?

Absolutely, products can be added to your favourites by selecting 'add to favourites' on either the category or product page. You'll then be prompted to select an appropriate list for the product to sit within or create a new list. You can find your 'favourites' in the top right drop-down menu from 'my account' or from your dashboard, by selecting 'manage favourites' from the left-side-bar.


How do I reset my password?

If you are unable to login, select 'sign in' in the top right corner of the webpage and select 'forgot password', enter your email address and follow the instructions. If you are logged in, go to your dashboard through 'my account' in the top right corner of the web page and under account information select 'change password'.


Where will I find my account number?

You will find your account number on a previous invoice (customer no.) or delivery note (your acc no.)


Do I have to create an account to order?

Yes, you do have to create a trade account to place an order but you do not have to be an existing customer.


Do I have to place my ambient and chilled order separately?

You may add chilled, ambient and seasonal products at the same time, allowing you to build multiple orders simultaneously however, you are required to checkout of each basket separately.


How do I place seasonal orders?

Seasonal products can be pre-ordered separately prior to certain holidays and delivery date confirmed by the customer service team. As we near certain holidays, our seasonal product availability reduces and these products will then be able to be added to an ambient or chilled basket/order and will be delivered on the next normal delivery day. For more information on placing your seasonal order please click here


What is the cut off time for orders?

Order cut-off day/time is determined by delivery postcode - this information can be found on the delivery schedule


What is the minimum order value?

Minimum order value (MOV) is determined by delivery postcode - this information can be found on the delivery schedule


What payment options are there?

First orders must be paid by credit/debit card. After your first order, your account with synchronise and if you have available credit, you will be able to 'pay on account'


Can I amend/cancel an order?

Once you have checked out your order will be placed, at which point if you wish to amend or cancel your order please speak to our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk. You will not be able to amend or cancel your order online.


An item is missing from my order?

Please request the missing line to be added to your existing order by speaking to our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


Can I add delivery instructions?

You can add special delivery instructions in the comment box at checkout. If you have placed your order and need to add or change delivery instructions please contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


Can I request a catalogue?

Absolutely! You can view, download and save our catalogues online, in PDF format. If you wish to receive a hard copy please contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


How do I checkout?

Select 'items' in the top right corner of the web page followed by 'proceed to checkout'. If you are in the basket area, select the 'go to checkout' button next to the order you wish to place (under summary of the right-side-bar).


Why can't I progress from the basket and go to checkout?

It may be that some products within the basket are no longer available in your chosen quantity or that you have not reached the minimum order value (MOV) - please review your basket for notifications and follow the prompts.


Why can't I progress from shipping to review & pay?

It may be that you have not reached the minimum order value (MOV) so no shipping method is available. This could be due to a multi-buy promotion that has taken you under the MOV. Please click 'view & edit cart' to adjust quantities in the basket.


Can I book a delivery slot?

Please refer to our delivery schedule here. If you wish to request a timed delivery or delivery on a different day (additional costs may apply) please contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


When do you deliver?

Please refer to our delivery schedule here. If you wish to request a timed delivery or delivery on a different day (additional costs may apply) please contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


How much is delivery?

We do not charge for delivery however, if you require  a timed delivery or alternative delivery day additional costs may apply. Please speak to the customer service team for more information online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


Can my order be delivered to a different address?

You may create or chose a different delivery address for each order before you checkout online. If you need to amend the delivery address after placing the order, please contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


Can I collect my order from you?

We do not allow unauthorised people onto our warehouse premises therefore, we will always arrange for delivery elsewhere.


How will you pack my order?

You will receive products in the agreed case size. These cases are then packed onto a pallet as practically and efficiently as possible; heaviest, least fragile at the bottom, lightest, most fragile at the top, wrapped in a pallet wrap, with a 'do not stack' hat on. clearly labelled with delivery note. We ensure all orders are quality checked, pallets loaded on to vans/trucks individually and not stacked, when they leave the warehouse before entering the pallet network.


I’ve got a missing/incorrect item or an item is damaged, what should I do?

Please contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


Can I return pallets to you?

We ask that you either return, reuse or recycle the cardboard, plastic and pallet wood.


What if an item is out of stock?

If an item is not in stock, please navigate to the product page where you will see a link to click "notify me when this product is in stock" and we'll send you an email once the item is back in stock.


What if I can't find a product on the website?

Use the search bar in the top right of the web page and enter the product sku code if you know it. If that still does not return the desired product, please add the detail in the special instructions box at checkout and contact our customer service team online via LiveChat, over the phone 03452606060 or by email: sales@cotswold-fayre.co.uk


Where can I find product barcodes?

These are located on the product page, under the product image in the tab 'Barcodes'. Here you'll find both the product/unit barcode and outer case barcode.


Do offer product promotions?

There are two type of product promotions; a straight % discount, that you can find in the 'offers' tab of the navigation bar, and a multi-buy such as 4 for 3, that are calculated at checkout.

Are there any pallet deals?

Yes, we work in partnership with our suppliers to offer discounts on bulk product orders. These are usually delivered directly by the supplier. Please speak to your account manager for more details.


How do I find out about your promotions?

Promotions can be found via the 'offers' tab of the navigation bar at the top of the web page. Also, in the front of our catalogues - available to view online via the 'catalogues' tab of the navigation bar. And, circulated monthly by email when your subscribe to our newsletters. Join our mailing list via the web page footer or you can subscribe here


Do you offer group discounts?

Yes, please speak to your account manager for more details and to negotiate a group discount.


We're Here To Help

If you have a question that isn't answered above or would prefer to speak to a member of our team please get in touch, we'd love to hear from you.

Phone us on 03452 606060

Email us sales@cotswold-fayre.co.uk

LiveChat

Why Order From Cotswold Fayre?

  • Certified B Corp since 2015
  • Trusted by over 1,700 customers
  • 25p from every invoice is donated to foodbanks
  • All our business activities are Carbon Neutral
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