Frequently Asked Questions
We're here to help! If you have any questions that aren'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 Spring and seasonal ordering? Head over to Pre-Orders for everything you need to know.
Your Account
How do I become a customer?
How do I become a customer?
We're always happy to welcome new customers.
To apply for a trade account, complete the online application form. Once submitted, a member of our team will review your application and contact you to get started.
For more information, visit our Become a Customer page.
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How do I update my personal details?
How do I update my personal details?
Log into your account and select My Account. From your account dashboard, you can update your personal details and manage your address book.
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Can I view my order history?
Can I view my order history?
Yes. Recent orders are displayed on your dashboard.
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Can I create a list of favourite items?
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.
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Do I need a password to log in?
Do I need a password to log in?
No. Enter your email address and we’ll send a one-time login code to your inbox.
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Where can I find my account number?
Where can I find my account number?
Your account number can be found on previous invoices, delivery notes and on your dashboard.
If you're unable to locate your account number, please contact our Customer Service Team.
Can I have multiple delivery addresses on one account?
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.
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Can multiple people access the same account?
Can multiple people access the same account?
Yes. Multiple users can be linked to the same business account using their own email addresses.
Each user has their own login, and account administrators can manage user access and permissions to suit their role within the business.
To request access, complete the Join an Existing Account form.
ordering & payments
Do I need an account to place an order?
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. Apply for an account here.
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Can I order online as a new customer?
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.
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Can I order ambient, chilled, frozen and seasonal products together?
Can I order ambient, chilled, frozen and seasonal products together?
You can order ambient, chilled, frozen and seasonal products together in the same checkout, provided the minimum order value (MOV) for each delivery type has been met. Each delivery type is treated as a separate shipment and will be delivered according to its applicable delivery schedule.
Please see the Delivery & Ordering page for more information.
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How do I bulk upload an order?
How do I bulk upload an order?
Use our Bulk Upload tool to add multiple products to your order at once. Choose whether you’re searching by SKU or UPC, then either paste your product codes and quantities directly from a spreadsheet or upload a CSV, XLSX, PDF, JPEG or PNG file.
You can download the Example CSV to see the required format. Once your products have been added, select Submit to continue.
How do I place a seasonal order?
How do I place a seasonal order?
Seasonal products can be pre-ordered ahead of key seasonal events throughout the year.
For full details on seasonal ordering, delivery dates and order cut-off dates, please visit our Pre-Orders page.
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What is the cut-off time for orders?
What is the cut-off time for orders?
All orders must be placed before 12:00pm. Ambient orders placed after this time will be delayed by one working day.
Chilled orders placed after this time can be delayed by up 7 days.
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What is the minimum order value (MOV)?
What is the minimum order value (MOV)?
Minimum order values vary depending on your delivery postcode and delivery type. Please visit the Delivery & Ordering page for more information.
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What payment methods do you accept?
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.
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How do I 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 accounts@cotswold-fayre.co.uk.
Applications must be signed by the business owner or a company director.
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Can I save a basket and return to it later?
Can I save a basket and return to it later?
Items added to your basket will normally remain there until you check out or remove them. For longer-term planning, products can also be added to your shopping list for future orders.
Please note that adding an item to your basket or shopping list does not reserve stock. Product availability may change before your order is placed.
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Can I reorder a previous order?
Can I reorder a previous order?
Yes. You can view your order history via your account dashboard and use the "buy again" button to add all available items to your basket.
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Will I receive an order confirmation?
Will I receive an order confirmation?
Yes. Once your order has been placed successfully, you will receive an order confirmation email containing the details of your order.
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Where can I get a copy of my invoice or credit note?
Where can I get a copy of my invoice or credit note?
Please contact accounts@cotswold-fayre.co.uk and our Accounts Team will provide a PDF copy.
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How do I request a refund?
How do I request a refund?
Please contact accounts@cotswold-fayre.co.uk and our Accounts Team will be happy to help.
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Why is my pro-forma payment higher than my invoice?
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.
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Can I amend or cancel my 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.
Back to topCheckout
Why is there a delivery surcharge?
Why is there a delivery surcharge?
A temporary delivery surcharge of £6.80 applies to orders from 1 June 2026 due to rising fuel, transport and distribution costs.
We’ve worked hard to absorb these increases, but the surcharge helps us continue providing a reliable delivery service. We’ll keep it under review as market conditions change.
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Why can't I proceed to checkout?
Why can't I proceed to checkout?
This is usually because one or more delivery types in your basket have not reached the minimum order value (MOV).
Please review any notifications in your basket and adjust quantities where required. If you’re not ready to complete one of your delivery types, move those products to your Shopping List. You can then complete your order once all remaining delivery types meet their MOV.
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Why can't I proceed to checkout?
Why can't I proceed to checkout?
This is usually because one or more delivery types in your basket have not reached the minimum order value (MOV).
Please review any notifications in your basket and adjust quantities where required. If you’re not ready to complete one of your delivery types, move those products to your Shopping List. You can then complete your order once all remaining delivery types meet their MOV.
Back to topDelivery
Do you deliver nationwide?
Do you deliver nationwide?
We deliver throughout 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 Delivery & Ordering for full details or contact our Customer Service Team for assistance.
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when do you deliver?
when do you deliver?
Delivery schedules vary depending on your postcode. For more information, please refer to Delivery & Ordering.
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What does "Day 1 for Day X" mean?
What does "Day 1 for Day X" mean?
"Day 1 for Day X" shows the number of working days between placing your order and receiving your delivery.
For example, Day 1 for Day 3 means that if you place your order by 12:00pm on Monday, it will be delivered on Wednesday.
Orders placed after 12:00pm will move to the next available delivery day.
Can I book a timed delivery slot?
Can I book a timed delivery slot?
Timed deliveries and alternative delivery days may be available in some circumstances and additional charges will apply. Please contact our Customer Service Team for more information.
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How much is delivery?
How much is delivery?
Standard delivery is included within our service. Additional charges may apply for timed deliveries or non-standard delivery requests.
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Can I collect my order?
Can I collect my order?
For operational and health & safety reasons, customer collections from our warehouse are not available.
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How will my order be packed?
How will my order be packed?
Orders are packed securely onto pallets to help ensure products arrive in the best possible condition.
Packaging methods may vary depending on the products ordered and the delivery service used.
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I have received a missing, damaged or incorrect item — what should I do?
I have received a missing, damaged or incorrect item — what should I do?
Please contact our Customer Service Team within 48 hours 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.
You can also submit a credit note request.
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What happens if I'm not available when my order arrives?
What happens if I'm not available when my order arrives?
Deliveries are typically made between 8:00am and 5:00pm, Monday to Friday, and we ask customers to ensure someone is available to receive their order during these times.
If you have unusual opening hours or anticipate any issues receiving your delivery, please contact our Customer Service Team as soon as possible.
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Can I return pallets or packaging?
Can I return pallets or packaging?
We encourage customers to reuse, recycle or responsibly dispose of pallets and packaging materials wherever possible.
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Can I return products?
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 & Conditions.
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What if an item is out of stock?
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.
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What if I can't find a product on the website?
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.
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Where can I find product barcodes?
Where can I find product barcodes?
Product and outer case barcodes can be found on the product page under the 'Barcodes' tab.
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Where can I find allergen information?
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.
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What should I do if I believe product information is incorrect?
What should I do if I believe product information is incorrect?
We work hard to ensure all product information is accurate and up to date. If you spot an error or believe any information is incorrect, please contact our Customer Service Team and we will investigate.
Back to topPromotions
Do you offer promotions?
Do you offer promotions?
Yes. We offer both standard percentage discounts and multi-buy promotions throughout the year.
Current offers can be found here.
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Do promotions have terms and conditions?
Do promotions have terms and conditions?
Yes. Promotion-specific terms and conditions can be found on the relevant promotional page.
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Can promotions be combined?
Can promotions be combined?
This depends on the specific promotion. Some offers can be used together, while others may exclude additional discounts or promotions. Please refer to the terms of the promotion for more information.
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Why isn't my promotion applying?
Why isn't my promotion applying?
Promotions may be subject to specific qualifying criteria, such as minimum quantities, product eligibility or promotional dates.
Please check the promotion details carefully. If you believe a promotion should have been applied, please contact our Customer Service Team and we will be happy to investigate.
Back to topWebsite Support
Why can't I see prices?
Why can't I see prices?
You must be logged into an approved trade account to view pricing and place orders online. If you have been approved for an account and cannot see prices, please contact our Customer Service Team.
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Why can't I see certain products?
Why can't I see certain products?
Some products may only be available to customers with the appropriate delivery service or account permissions. If you believe a product should be available to your account, please contact our Customer Service Team.
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