Frequently Asked Questions about Cooksongold.com

Why do I have to register to access www.cooksongold.com ?

How do I register ?

Why can't I register ?

When I register to use the on-line shop, how long will it take to activate my account ?

Can I see your on-line shop without registering ?

How do I log in ?

I've lost my password - how do I log onto the shop ?

How do I pay using my existing Cookson 'Credit' Account ?

What forms of payment do you accept ?

Is it safe to use my credit or debit card ?

Do you accept international orders ?

How we calculate our postage costs ?

How do I find the products I want ?

Can I look items I have previously bought ?

What about privacy ?

What information do we collect and how do we use use it ?

How does Cooksongold.com protect customer information ?

What about cookies ?

Will cooksongold.com disclose the information it collects to outside parties ?

• Registering on our site allows you to fully access our on-line shop, allowing you to view full details of all our products including prices, stock information and place orders on-line.

• Registration is quick and simple process, which you only need to do once. Simply fill in our registration form, providing your details, and create a 'Sign in name' and 'password'.
• Once registered you will receive an e-mail confirming your sign in name and password. This will allow you to then quickly enter the shop when you return to the site.

• If you are not being accepted for registration, carefully check your form any field marked 'required' must have an entry. When logging in ensure that your password is typed exactly as you enter it when registering - remember it is case sensitive! If you still have problems registering or logging in contact Dave Grose

• All new or existing customers wishing to pay by credit card will be automatically registered, and will receive confirmation of your registration details within minutes.
• For security purposes if you wish to use an existing Cookson credit account, your on-line account will be manually checked and verified and within 1 working day will be live. You will receive a confirmation via e-mail once your on-line account is active.
• If you are an export account your account will be manually checked and verified and within 1 working day will be live, you will receive a confirmation via e-mail once your on-line account is active.

• You can browse the on-line shop without registering through the 'anonymous' option. This allows you to view our products but not see prices or stock information. This option can be found by simply clicking the on-line shop option on the home page. Then on the log in page click the anonymous option listed in the new registration box.

• Once registered you can then visit the shop and simply 'login', entering your 'sign in name' and password, quickly allowing you to access the shop and see prices and order on-line.

• Lost your password, don't worry simply click here to request your password via e-mail

1. When registering ensure you complete the 'Existing Cookson Account No' box with your existing number i.e. 001B123456 (found on previous invoices).
2. To ensure that the goods get charged to your account,
   • Select the products you are interested in
   • Go to the check out
   • Select the payment method as 'Account' or 'metal account', this will ensure your order gets charged to your own Cookson account.

• We welcome Visa, Mastercard, Delta, Maestro and Solo cards.
• If you have a Cookson Precious Metals credit account, you can pay using that by selecting 'Account' on the payment option within the shopping basket

• Shopping at Cooksongold.com is secure. Our secure server encrypts your credit/debit card details. None of our customers has ever reported fraudulent use of or her credit or debit cards as a result of purchases made at Cooksongold.com.

• Cooksongold.com welcomes orders from all over the world, and currently deals with customers in over 50 countries.

• The postage charge will varying depending on the weight & value of your goods, our online shopping basket always clearly displays the relevant postage options and postage costs for your basket.

• Our powerful search engine makes it very easy to find what your looking for. You can search by category, product name, keywords or existing Cooksons paper catalogue codes. Our search engine will then compile a list of products that matches the criteria you've specified.

• Once registered Cooksogold.com stores all shopping baskets you have completed in the last 30 days. To access previous basket, login and return to the overview On-line shop overview screen. Simply click the previous basket button to look at a overview of you historical baskets.

• At cooksongold.com we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience.

• When you order, we need to know : Your name, your company name, E-mail address , Delivery address, Credit, debit card or Cookson account number. This allows us to process and fulfil your orders and to notify of your order status. We also ask for your telephone number which enables us to contact you if there is a problem with your order. For some international deliveries this number may be given to our couriers. When you enter a contest or promotional feature we may ask for your name, address and e-mail address so we can administer the content and notify winners. We monitor customer traffic patterns and site usage to help us develop the design and layout of the store. We may also use the information we collect to notify you about important functionality changes to the Web site, new services and special offers we think you'll find valuable. If you would rather not receive this information, please e-mail us.

• Ordering from Cookson Precious Metals is secure. Our secure server software encrypts all your credit or debit card number details.

• Cookies are small pieces of information that are stored by your browser on you computer's hard drive. Our cookies do not contain any personally identifying information but they enable us to provide you an improved service. Most browsers automatically accept cookies, but you can usually change your browsers to prevent them. If your cookies are turned off this does not effect any features in cooksongold.com

• Cooksongold.com does not sell, trade or rent your personal information to others.