Coronavirus Statement

 

Company Statement - Coronavirus 

 

Cooksongold is taking the spread of Coronavirus in the UK extremely seriously. Our number one priority remains the safety and wellbeing of our staff and customers, and we are taking active measures to keep them safe.


See below our latest statement on what we are doing to support our staff and customer during the Coronavirus outbreak. Or alternatively, for more information visit our FAQs page


Service Update - Monday 30th March


We have paused taking new orders as we have reached our threshold. Please re-visit later for more information. We appreciate your understanding and continued support.


Important Logistics Update – Reduced Service from Monday 30th March


In order to protect our logistics staff, ensuring they can work in a safe environment, and continue to support the need for social distancing, our logistics operation from Monday 30th March will only open Monday – Wednesday. Therefore no orders will be despatched on a Thursday and Friday.

 

It is our aim to fulfil as many orders as we can on these three days however, this does mean we will suspend our cut off and same day despatch promise, we hope you understand why it may take us a little longer than usual.

We will continue to notify you once your order has been despatched. Thank you for your patience and understanding.

 

Online ordering & our Contact Centre

Our website remains open to take orders, UK & European Free delivery is now in place, however our same day despatch guarantee has now been removed. From Monday 30th we will only despatch parcels Monday – Wednesday. 


Our contact centre remains open, maintaining normal opening hours, (8am- 8pm Monday – Friday, 10am – 4pm weekends) so if you have any questions regarding your order, current delivery schedule, and our products then please contact us via the normal channels.

The bulk of our contact centre is now home working, and if working in the office are adhering to strict social distancing.


Birmingham and London Stores


Our two stores remain closed but we will keep you updated if this changes.

If you have an outstanding click & collect order in one of our stores, please contact our customer services team on 0345 100 11 22 and they will happily discuss alternative arrangements with you. We will also be offering an extended returns period.

Delivery Information


Our couriers are doing their utmost to maintain deliveries. Parcels will now take a little longer to be delivered.

Please click here to see Royal Mail’s delivery status during Coronavirus outbreak: https://www.royalmail.com/coronavirus

Please click here to see DPD’s delivery status during the Coronavirus update: https://www.dpd.co.uk/content/products_services/covid-19-bulletins.jsp

At this time, we have good availability of our products and we are in close contact with our supply chain to maintain good stock levels. However, it is possible that some suppliers may be unable to meet their delivery times and some items become temporarily unavailable. We will do our best to have accurate information on when inventory will be back in stock so that you can plan accordingly.

 

Free Returns Now Extended – 60 days


We have extended our free returns from 30 days to 60 days, click here for more details.

International Delivery Update


We are now aware that there is interruption in the international postal networks so your parcels may be subject to delays.

For our international customers if you do not receive your parcel after 20 working days please get in touch with our contact centre to advice of next steps. If this situation changes we will update this page and social media to keep you up to date.
 

Scrap Update  


Our scrap processing team are working a change in shift pattern, this may result in scrap jobs taking a little bit longer to process.

General Information

To help minimise the spread of the virus, we are following the latest Government recommendations. 

During these unprecedented times, we are extremely grateful for the service our teams have continued to deliver to our customers.

Where possible our team members are now working from home, and we have put in place measures in our factory and our logistics warehouse to improve social distancing.

We will do everything possible to support all our staff through these uncertain times, taking all precautions to protect our customers and colleagues.

We are asking any member of staff with flu-like symptoms to self-isolate for 7 days.

Team members with serious health conditions have also been asked for their own safety not to be in work.

We continue to request that any member of staff returning from certain affected areas abroad – or those who have been in close personal contact with someone who has contracted the virus - to self-isolate for fourteen days. 

We have also asked that staff with mild symptoms who have been to any of the countries listed on the Government website, do not come to work. 

If you have any questions, visit our FAQs page, alternatively, 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

 

  


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

Date: 27th March 2020 

 

Sign up for news, offers and competitions

Sign up!

  • Visa
  • Mastercard
  • Switch
  • PayPal Logo
  • Feefo logo
  • Responsible Jewellery Council
  • FairTrade
  • The National Association of Jewellers
  • ISO 9001
  • ISO 14001
  • ISO 18001

Customer Service

About Us

Community

© 2020 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