Frequently Asked Questions

Welcome to Cooksongold.com If you would like to learn more about shopping and ordering with Cooksongold.com visit the links below to answers to just some of the most frequently asked questions.

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

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.

How do I register ?

 

To be able to get the most from Cooksongold.com, we recommend that you register your details with us.

Registering with Cooksongold.com is easy. Just click on the Register button at the top right hand side of the website.

You will then need to complete the simple registration form.

You will be asked for your email address, password* and birthplace (this is used to verify your account if you contact us). In addition to this, we will also ask for your address, contact telephone number, confirmation of your business type for example, hobbyist, designer maker, independent retailer and student.

Once completed click the register button.

Please note, we take security very seriously, and part of the registration process we manually check all requests. Therefore your account will be checked and activated within two working days. Once activated you will receive an e-mail confirming your registration details.

*Please ensure that your password does not contain any special characters such as ! & £ $.

 

Why can't I register ?

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 our customer service team on 0345 100 1122 or email info@cooksongold.com

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

For all new or existing customers wishing to pay by credit or debit card, once you have submitted the completed registration form, the account will automatically be registered. You will receive confirmation of these details shortly afterwards.

For security purposes if you wish to use an existing Cooksongold credit account, your on-line account will be manually checked and verified within one working day. You will receive confirmation via e-mail once your on-line account is active.

If you are an export customer your account will be manually checked and verified. Within one working day your account will be active; you will receive confirmation of this via e-mail.

Can I see your on-line shop without registering ?

You can browse the on-line shop without registering, and view our products and prices. You can build a basket without logging in or registering and when you're ready to order simply click the 'Log In / Register' button in the checkout and you will either be directed to our log in screen or simple registration form. 
To see up to date prices we advise that you log in or register with Cooksongold.com.

How do I log in ?

Click on the log in button and enter your email address and password. This quickly allows you to access the shop, see prices and order on-line.

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

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

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

When registering ensure you complete the 'Existing Cookson Account No' box with your existing number i.e. 001B123456 (found on previous invoices).

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.

What forms of payment do you accept ?

We welcome Visa, MasterCard, and Visa Debit.*

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.

* However please be aware that if you are a first time customer placing a high value order, we will contact you to ask for payment via cleared funds such as bank transfer, this is for security reasons.

Is it safe to use my credit or debit card ?

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 their credit or debit cards as a result of purchases made at Cooksongold.com.

Do you accept international orders ?

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

Our delivery methods to International countries include:

  • Airmail
  • Eire International (Irish International Registered Post)
  • International Registered Post
  • TNT International
  • DHL International

International postage prices vary depending on the weight and value of your goods, our online shopping basket always clearly displays the relevant postage options and postage costs for your basket.

If you are looking to order hazardous goods, please note that some carriers will not accept these. If you want to purchase hazardous goods, please email your query to info@cooksongold.com. We will then be able to advise if this item can be sent to your country.

Any customs or import duties are charged once the order reaches it's destination country and must be paid by the recipient of the order. We have no control over these charges, take no responsibility for thmem and cannot predict what they may be.

Customers policies vary from country to country, it may be passed on to an internal postal service, according to standard delivery procedures.

For more information on our international delivery service click here.

How do I track my parcel?

If you order on Cooksongold.com as soon as your order is despatched you will receive an e-Despatch notification to your registered email address, this will include a link to the relevant delivery company website and a tracking number to view the progress of your delivery.

If you do not have access to an email address please call our contact centre on 0345 100 1122 or 0121 200 2120 where a member of our team will be glad to track your delivery for you.

Please note Royal Mail 1st Class and recorded deliveries cannot be tracked.

How long do the various delivery methods take?

  • Royal Mail 1st Class - Aim to be delivered next working day (Monday to Saturday) (not guaranteed next day)
  • Royal Mail Recorded Delivery - 3-5 working days
  • Royal Mail Special Delivery - Next working day before 1pm (not guaranteed on Saturdays)
  • DHL  Next Day - next working day before 5pm (not including Saturdays)
  • DHL Next Day by 12
  • DHL International
  • TNT Next Day - Next working day before 5pm (not including Saturdays)
  • TNT Saturday - Saturday before 5pm

Please note some exceptions exist by area

Our current despatch rate is 97% next day delivery, overseas orders are dispatched same day as receipt, but are dependant on courier delivery time, typically 2- 5 days (dependant on region).

Overseas orders are usually dispatched on the date of receipt (with cleared funds), but are dependant on courier delivery time, typically 2- 5 days for Western Europe but very much dependant upon region.

We will do our best to despatch your order the same day, however for guaranteed same day despatch order before 3pm Monday to Friday.

How long before a parcel is declared lost in transit?

Royal Mail 1st Class and recorded deliveries are declared lost in transit 15 working days (including Saturdays) after despatch.
DHL and TNT will declare as parcel as lost after various depot checks have been carried out (usually 2-5 days).

How we calculate our postage costs ?

The postage charge will vary 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 postage costs start from the following:*

  • First class post- start from £3.25
  • Recorded delivery- start from £4.25
  • Next day delivery- cheapest starts from £8.55
  • Hazardous goods- starts from £9.35

*Please note that these prices are too used as a guide only and may vary due to the weight and value of your parcel.

How do I find the products I want ?

Our powerful search engine makes it very easy to find what you’re looking for.

You can search by category, product name, keywords or product codes. Our search engine will then compile a list of products that matches the criteria you've specified.

Can I look items I have previously bought ?

To view all previous order and baskets, please ensure you are logged in to your account. Once you have logged in, click on the 'Your account’ button. From the next menu select 'previous baskets', you can then click on any one of your orders and baskets to view and even re-order your previous items.

To view previous orders select the 'order history' tab from the 'your account' menu list. Your orders will then be listed in chronological order from most recently ordered.

You can save a basket without ordering it. Once you have added items to your basket, click the link entitled 'save basket'. You can then access this basket the next time you log in.

Please note, baskets will only be saved if you are already logged into your account.

Items from my order were out of stock and now they are overdue, what happens now?

If an item is out of stock it will be placed on back order and despatched as soon as more stock arrives. You will not be charged for an item until it has been despatched, items sent out on back order will incur a separate delivery charge.

If you wish to cancel an item that is on back order or swap it for an alternative please contact our sales team on 0345 100 1122 or 0121 200 2120 who will be able to assist you.

How do I return items I no longer want? Who pays for the postage?

Please return any products postage free by downloading the Returns form below:

Goods up to 3kg and under £100 in value (PDF)

Goods up to 10kg and £101 - £500 in value (PDF)

Returned goods will be credited if returned in their original condition, and with a completed Returns Form.

We regret to advise that some special order items including some cut bullion will not be accepted for return. Please call us on 0345 100 1122 or 0121 200 2120 to discuss this further.

How do I return faulty items? Who pays for the postage?

For items that have been received faulty/ developed a fault, in the first instance, please can you contact our customer service team on either 0345 100 1122 or 0121 200 2120. Alternatively you can email them on info@cooksongold.com. We will then advise the next steps you need to take. This will depend on the item and when this was purchased as it may have to go back to our supplier for testing. If the item returned is not faulty the cost of the postage will be deducted from the credit.

How long does a return take to process?

If you request a refund, this will be normally processed within one working week.

If you are returning an item within 30 days and would like an exchange, then please be aware that a credit will be raised on the returned item. A new order will then be raised for the new product. If you pay for your orders using a credit or debit card, then we will contact you for payment. If you request an exchange, as the item was received faulty, then this is normally processed within one working week

How do I get my refund?

Refunds will be credited to the card or the monthly account used for the original order.

How do I use the Cooksongold Hallmark Service?

Unfortunately our hallmarking service is no longer available, contact your local assay office for any hallmarking services.

I have a technical enquiry can you help?

A large number of technical enquiries are answered on our Knowledgebase, you can check the FAQ page here.

Or even use the search option here.

There is also a glossary which has a wide variety of jewellery terms and definitions for any new starters here.

I need a datasheet, where can I get one from?

Data sheets can be downloaded from our Knowledgebase by searching here.

For example if you need our data sheet for Platinum, just type "platinum datasheet" in the search bar it will bring up the relevant datasheets for you to view or download.

What about privacy ?

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.

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

When you order, we need to know the following information:

Your name, your company name, email address, delivery address, credit, debit card or Cooksongold account number.

This allows us to process and fulfill your orders and to notify you of your order status.

We also ask for your telephone number which enables us to contact you if there are any problems 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.

How does Cooksongold.com protect customer information ?

Ordering from Cooksongold.com is secure. Our secure server software encrypts all your credit or debit card number details.

What about cookies ?

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

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

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

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© 2014 Cookson Precious Metals Ltd. VAT Registration No. GB161 8062 21. Registered in England no. 2775187. Registered Office: 59-83 Vittoria Street, Birmingham, B1 3NZ
Tel: 0345 100 1122 or 0121 200 2120 Fax: 0121 212 6456