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Coronavirus Statement

 

Covid-19 Service Update 


Shopping Safely with Cooksongold - January Update 



You can still order online and via our contact centre!

We are working hard to get your order despatched as quickly and as safely as possible. Despite our best efforts, some customers may experience slightly longer delivery timescales to our usual service standards as we deal with unavoidable staff absences due to COVID and coronavirus-related safety measures we have put in place in our warehouse.

We currently aim to despatch your order within 1 - 3 working days.


Our team are working in line with COVID safe regulations within our warehouse. To learn more about what we are doing to work safely for you click here

We appreciate your continued support and understanding during this time.

In line with the latest Government announcement, our Birmingham and London stores will be closed for in-store purchasing and scrap purchasing. Good news is you can still Order & Collect after two hours.

 

 


 

Delivery Information

We are working hard to get your order despatched as quickly and as safely as possible.

Despite our best efforts, some customers may experience slightly longer delivery timescales to our usual service standards as we deal with unavoidable staff absences due to COVID and coronavirus-related safety measures we have put in place in our warehouse.

We still have a limit in place with how many orders we can despatching each day. We currently aim to despatch your order within 1 - 3 working days.


Our team are working in line with COVID safe regulations within our warehouse. To learn more about what we are doing to work safely for you click here.


Please do note that any delivery time quoted on our site or on despatch emails are estimated and could extend beyond the dates provided. We are working hard to ensure this does not happen but ask for your understanding.


Please click here to see Royal Mail’s delivery status during Coronavirus outbreak

Please click here to see DPD’s delivery status during the Coronavirus update 


If you have a concern about delivery please contact 0345 100 1122
 

Free Returns – 180 days


We have free 180 returns, please click here for more information. 

If you have a return query please contact 0345 100 1122 and our team will help you manage your return or click here to view our returns policy. 

International Delivery Update


We are still accepting orders from our international customers on Cooksongold, however due to COVID and Brexit, there might be delays in shipping your order. 

Please bear with us as we deal with the impact of COVID and the uncertainty surrounding the outcome of Brexit and what that means for your order. Click here to learn more about the impact of Brexit on your delivery. 


If you have a query or are concerned about your parcel please contact +44 (0) 121 200 2120 and our team will help you.

 


 

Birmingham and London Stores


London store 


Following the latest government guidance, we have made some changes to our London store.

We will re-open the London store on the 5th January for order & collect only. You can order & collect after two hours. We will be closed for in-store purchasing and scrap purchasing. 

We have also changed our store opening hours to 10am - 4pm

Birmingham store

Following the latest government guidance, we have made some changes to our Birmingham store.


We will re-open the Birmingham store on the 5th January for order & collect only. You can order & collect after two hours. We will be closed for in-store purchasing and scrap purchasing. 

We have also changed our store opening hours: 

Monday - Thursday: 9am - 4.30pm
Friday: 9am - 3.15pm

 

Order & Collect Information

• From 5th January both our stores will only be open for order & collect

• Order & collect is available after two hours from both our stores

• Please note when in store we will be unable to add to, or change items on your orders.

How will Order & Collect Work? 

• When your order is ready to collect, come to the store and join the collection line outside the store. 

• Bring confirmation of your order when you come to collect. 

• Payment via card and contactless where possible.  

Order & Collect Safely

• Please remember to bring a face covering with you and wear it at all times.
• When collecting your order, please respect social distancing and keep a 2m distance when queueing. 

• Please bear with us when you come to collect your order as waiting times may increase whilst we stick to safety guidelines.

Click here to learn more.

 


 

Contact Centre


Our contact centre is open to take your order and answer your queries and questions. For safety all our agents are working remotely.


Our standard opening times are 8am - 8pm Monday-Friday, and 10am - 4pm on weekends.

You may experience a longer than normal wait time to get through to one of our agents, but we ask you to bear with us if we need to handle higher than normal call volumes.

If you have any questions regarding your order, current delivery schedule or our products then why not email us at info@cooksongold.com, or use our help centre www.cooksongold.com/help 

 


 

Scrap Update  

 

Following the latest government guidance our walk-in scrap purchasing facility will not be accepted in our Birmingham & London store from 5th January. 

You can continue to post any scrab jobs to us as normal. Click here to learn more

 

 

General Information

If you have any questions, our contact centre staff are ready to help you get the answers you need on 0345 100 1122 or email us at info@cooksongold.com

Or click here to see our FAQs.

  


 

What are we doing to work safely for you

As a result of COVID-19 we have made major changes to our logistics and warehouse operations to ensure the safety of all our team members.


What have we done –

• Social Distancing – We have reviewed our internal logistics organisation around high traffic areas to establish distance controls and to ensure our team are always 2 metres apart. This has taken some time, it has necessitated IT system changes and a re-layout of specific areas in our warehouse.

• Staff bubbles – Teams are working within 'work bubbles' to further protect and keep people safe. 

• Space bands – We have introduced space bands for all team members that give a visual and audible warning if our staff get too close to a colleague.

• PPE – All warehouse and logistics staff are provided with quality gloves and masks thereby helping to reduce risk.

• Hand sanitiser - all team members will have easy access to handwashing facilities and we have put procedures in place to ensure that they use these facilities once they have entered our site, every hour, before and after eating, before leaving the site. We have also put in place regular daily deep cleans.

• Team and Order Limits – We are limiting the number of team members in the warehouse at any one point by introducing new shift patterns. As such we may have to limit the number of orders we take each day.

• Office staff are working from home where ever possible.


We are continuing to work hard to ensure that our staff and customers can safely continue to access our full services.

From us all at Cooksongold please stay at home and follow Government Guidelines and we hope to return to full operation once it is safe to do so.

We would like to take this opportunity to thank you for your understanding and continued support during these unprecedented times.

 

  


Information provided in the statement reflects the current Coronavirus position. Any changes will be reflected in this statement.

Date: 15th January 2021

 

 

 

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© 2021 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