Ordering Online

Where can I view previous orders, or baskets ?

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 located at the top right hand corner entitled 'save basket'. You can then access this basket the next time you log in.

How do I know if my order has been placed ?

Once you have placed your order, you will see an on screen order confirmation. You will also receive an e-mail to confirm that the order has been placed. The order acknowledgement e-mail will include a PDF attachment listing the items on your order.

Once your order has been despatched, you will receive an e-despatch notification. This email will include any tracking details for your parcel. However please be aware that any parcels sent first class post will not have any tracking details.

Can I print out my order?

On completing the checkout process you will be shown a link to the printable version of your order details Or alternatively our e-mail order confirmation contains a printable PDF of your order.

Can I make changes or add items to my order once I've ordered it ?

Once you have clicked the 'Place your Order' button on the payment step we are unfortunately in most circumstances unable to amend or add items to your order.

If you would like to add products to your order, please place a new order for these items.

If you need to remove items from your order or cancel it completely, please contact our Customer Services team on 0345 100 1122 or 0121 200 2120 between 8am and 8pm, Monday to Friday, or email us at info@cooksongold.com. Please be ready to quote your order reference number.

If your order has already been despatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products.

There are some returned items that will be subject to a handling charge, please click on our Returns procedure for further details.

How can re-order an order I previously placed ?

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 old orders and outstanding baskets to view and re-order your previous items.

Please note the prices in the basket will be updated to reflect the current metal price.

Can I specify an alternative delivery address ?

For security reasons, when paying by credit or debit card, we ask for the main address to be registered as the cardholders address.

To set up a delivery address, click on your account and select the despatch addresses; this allows you to add, edit and delete your delivery address. Please be aware that the delivery address needs to be the same country as the main cardholders address.

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 account number, 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 a confirmation via e-mail to confirm this.

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

One or some of my items are out of stock, what do I do ?

If an item is expected and has an expected due date, we will state the due date on the product list. If an item is out of stock but has no due dates, it will just state 'expected'.

When you are placing an order, when you reach the checkout section, our on-line shop will highlight any out of stock items and part orders. It will also provide you with three options, you simply choose one of these options as you checkout.

The options are:

• I want my items quickly, please deliver all available stock items now, and send the remainder when available (at an additional postage cost.) *
• Please group my items together and deliver all items on a nominate date (when all items are in stock)
• Deliver all available stock, but forget about the balance/out of stock items.

* Please be aware that any items left on back order will be subject to an additional postage cost.

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