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.
Looking for information about Christmas and seasonal ordering? Please view our Seasonal Pre-Order Terms & Conditions.
How do I create an account?
Select ‘Create an Account’ in the top right corner of the website and follow the prompts, completing all mandatory fields.
How do I update my personal details?
Log into your account and select ‘My Account’ from the top right corner of the website. From your dashboard, you can edit your account information and address book.
Can I view my order history?
Yes. Recent orders are displayed on your dashboard. You can also select ‘My Orders’ from the left-hand menu to view your full order history.
Can I create a list of favourite items?
Yes. Products can be added to your favourites by selecting ‘Add to Favourites’ on either the category or product page.
You can organise products into lists or create new lists to help manage your regular orders.
How do I reset my password?
If you are unable to log in, select ‘Sign In’ and then ‘Forgot Password’. Enter your email address and follow the instructions provided.
If you are already logged in, you can update your password via your account dashboard.
Where can I find my account number?
Your account number can be found on previous invoices and delivery notes.
Can I have multiple delivery addresses on one account?
Yes. You can store multiple delivery addresses under one online account and select the appropriate address at checkout.
However, if different locations operate under separate account numbers, separate online accounts will need to be created.
Do I need an account to place an order?
Yes. You must have a trade account to place an order online, but you do not need to be an existing customer to apply.
Can I order online as a new customer?
Yes. New customers are welcome to apply for a trade account online before placing their first order.
Can I order ambient, chilled, frozen, and seasonal products together?
You can add ambient, chilled, frozen, and seasonal products to your account at the same time. However, separate baskets must be checked out individually depending on the delivery type.
How do I place a seasonal order?
Seasonal products can be pre-ordered ahead of key seasonal events throughout the year.
For full information on seasonal ordering, delivery dates, and cut-off dates, please view our Seasonal Pre-Order Terms & Conditions.
What is the cut-off time for orders?
Order cut-off times vary depending on your delivery postcode. Please refer to our Delivery Schedule for more information.
What is the minimum order value (MOV)?
Minimum order values vary depending on your delivery postcode and delivery type. Please refer to our Delivery Schedule for more information.
What payment methods do you accept?
First orders must be paid by credit or debit card.
After your first order, you may apply for a credit account.
How do I apply for a credit account?
To apply for a credit account, please complete our Credit Account Application form and return it to [email protected].
Applications must be signed by the business owner or a company director.
Where can I get a copy of my invoice or credit note?
Please contact [email protected] and our Accounts Team will provide a PDF copy.
How do I request a refund?
Please contact [email protected] and our Accounts Team will be happy to help.
Why is my pro-forma payment higher than my invoice?
This is usually because products were unavailable at the point of despatch and removed from the order.
Any overpayment can either be refunded or credited against a future order.
Can I amend or cancel my order?
Once an order has been placed online, amendments or cancellations cannot be made through the website.
Please contact our Customer Service Team as soon as possible and we will do our best to help.
Why can’t I proceed to checkout?
This is usually because:
- products are no longer available in the requested quantity; or
- the basket has not reached the minimum order value (MOV).
Please review any notifications within your basket and adjust quantities where required.
Why can’t I progress from shipping to review & pay?
This is usually because the basket no longer meets the minimum order value (MOV).
This can sometimes happen after promotional discounts have been applied.
Please return to your basket and review the quantities within your order.
Do you deliver nationwide?
We deliver throughout most of the UK, including mainland Scotland, Wales, Northern Ireland, and selected offshore locations.
Delivery schedules, minimum order values, and available delivery services vary depending on postcode. Please refer to our Delivery Schedule for full details or contact our Customer Service Team for assistance.
When do you deliver?
Delivery schedules vary depending on your postcode. Please refer to our Delivery Schedule for more information.
Can I book a timed delivery slot?
Timed deliveries and alternative delivery days may be available in some circumstances and additional charges may apply.
Please contact our Customer Service Team for more information.
How much is delivery?
Standard delivery is included within our service.
Additional charges may apply for timed deliveries or non-standard delivery requests.
Can I collect my order?
For operational and health & safety reasons, customer collections from our warehouse are not currently available.
How will my order be packed?
Orders are packed securely onto pallets to help ensure products arrive in the best possible condition.
Products are packed as efficiently and safely as possible, with fragile items protected during transit.
I have received a missing, damaged, or incorrect item — what should I do?
Please contact our Customer Service Team as soon as possible and we will investigate the issue.
Any visible damage or shortages should be noted on the proof of delivery (POD) at the time of delivery, or marked as “unchecked” where inspection is not possible.
Can I return pallets or packaging?
We encourage customers to reuse, recycle, or responsibly dispose of pallets and packaging materials wherever possible.
Can I return products?
Returns must be agreed in advance with Cotswold Fayre and may be subject to a restocking fee.
Please contact our Customer Service Team before returning any products.
For full details, please view our Terms and Conditions.
Why has the surcharge been put in place?
We have always absorbed the fuel surcharge costs but due to the rising cost of fuel we are unable to continue absorbing the increased cost and temporarily need to pass some of this onto customers.
How has the surcharge been calculated?
We calculated the charge based on the additional costs we are receiving for fuel surcharges and our average number of orders we receive monthly to find the figure which is being charged on each order. The charge corresponds to only 1% of the average order for the business across all three temperatures and we have kept this as low as possible whilst still absorbing costs for fuel.
If this is intended to be temporary, what review period will apply once the surcharge is being applied?
We will continually review the surcharge that is in place and if we need to adjust the charge then this will be from the 1st of the following month. The surcharge is liable to change based on the market conditions and we will reduce/remove the charge as soon as possible.
As we are already expected to meet MOV, why has an additional delivery charge is put in place?
The MOV is in place to ensure orders placed and delivered are cost effective, however due to the rising fuel costs which we had not anticipated would exceed our absorption capacity, we have needed to pass on some of the fuel surcharge incurred from deliveries.
The notice period before implementation is very short. Can this be deferred as we need sufficient time to review and plan?
We understand that we have provided 1 weeks’ notice, however we have delayed as long as possible hoping that the war in Iran will end, but there currently seems no end and unfortunately, we have absorbed the additional costs exceeding our limit and we need to pass the charge on from 1st June 2026.
If I have more than one order being delivered on the same day, what will the charge be?
The surcharge is per order placed and therefore you will receive one surcharge per order number being received.
What if an item is out of stock?
If a product is out of stock, you can select ‘Notify Me When Back In Stock’ on the product page and we will email you once it becomes available again.
What if I can’t find a product on the website?
Use the search bar at the top of the website and search using either the product name or SKU code.
If you still cannot find the product you are looking for, please contact our Customer Service Team.
Where can I find product barcodes?
Product and outer case barcodes can be found on the product page under the ‘Barcodes’ tab.
Where can I find allergen information?
Allergen and ingredient information can be found on each product page. If you require any additional product information, please contact our Customer Service Team.
Do you offer promotions?
Yes. We offer both standard percentage discounts and multi-buy promotions throughout the year.
Current offers can be found here.
Do you offer pallet deals?
Yes. We regularly work with suppliers to offer discounts on bulk purchases and pallet deals.
Please speak to your Account Manager for more information.
Contact Us
If you have a question that is not answered above, please contact our team — we’re always happy to help.
Phone: 03452 606060
Email: [email protected]
LiveChat: Available via the website during office hours.
