Welcome to our Help Centre


Q: How do I return an item?

A: FREE 180 DAY RETURNS To return an item to us, please click one of the links below based on the size and value of your parcel. If your parcel is larger...Read more

Q: What custom clearance charges will I have to pay on my order?

A: Please find information on the custom clearance charge on clearing customs from our carriers. The below costs excludes VAT which will also be applied...Read more

Q: How do I track my parcel?

A: As soon as your order is despatched you will receive an email notification to your registered email address. This will include a link to the relevant...Read more

Q: Can I have my order delivered to a store?

A: Yes, you can pick up your order from either our Hatton Garden or Jewellery Quarter stores using our click&collect service. Simply...Read more

Q: Will Brexit affect my account with Cooksongold?

A: Whilst there is a new trade agreement with the EU which came into force on the 1st January 2021, please bear with us as we deal with the outcome of Brexit...Read more

Q: How do I get my refund?

A: Refunds will be credited to the card or the monthly account used for the original order. ...Read more

Q: How do I change the quantity of items ordered?

A: This can be done in your basket, just before you pay, where it confirms all the quantities you have, and if you want more or less, they can be adjusted...Read more

Q: What do I do if an item is missing from my order?

A: If you have received your order and an item is missing or incorrect, please call our contact centre on 0345 100 1122 or 0121 200 2120 and we'll work...Read more

Q: How do we calculate our postage costs ?

A: Postage charge will vary depending on the weight and value of your goods. Your shopping basket will always display the most relevant postage options and...Read more

Q: Can I still order for delivery to the EU after Brexit?

A: We are still delivering to all EU/EEA countries and offer a range of delivery methods including International Standard delivery and express courier...Read more

Q: Why isn't PayPal working?

A: If PayPal isn't working it could be because there is a part of the address missing.   Please check that you have filled in all the required...Read more

Q: How do wish lists work?

A: Wish Lists allow you to create a list of all the products you want to buy. They're useful for storing reminders of products you want, but you can also...Read more

Q: Can I amend my address once I've ordered?

A: Unfortunately once the order has been placed the delivery address can not be amended.  ...Read more

Q: Why is there no VAT on my order?

A: Currently, for all EU/EEA countries, you will not be charged VAT on your order. However, you may be charged VAT by customs or by the carrier in your...Read more

Q: Will I have to pay custom duties on my order?

A: Currently for all EU / EEA countries, you will not be charged VAT on your order. However you may be charged VAT by customs or by the carrier in your...Read more

Q: What will VAT add to my shop?

A: VAT is currently charged at 20% in the United Kingdom, so 20% of your total basket will be added on top. But don't worry there's a breakdown of...Read more

Q: I am an existing customer, how do I purchase online?

A: If you've placed an order with us before via our contact centre, or at one of our trade counters, you are more than welcome to order online. Please...Read more

Q: Can I view items I have previously bought ?

A: 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...Read more

Q: How do I give you my EORI number?

A: We would encourage customers to ensure they have EORI status where applicable and to contact us on +44 121 200 2120 so we can update your account with...Read more

Q: Do you sell samples?

A: We do not offer samples of products. You can place an order and if a product is unsuitable, you can return it for a full refund* within 30 days. *please...Read more

Q: How do I know when stock is expected in?

A: Out of stock items will usually not show on the website. However products that have been re-ordered by us and are expected in, can be viewed, and there is...Read more

Q: Do you discount for bulk orders?

A: We are able to offer discounts when you order certain products in larger quantities. On certain product pages e.g. HLA 100, there is a list of Multibuy...Read more

Q: How do we price?

A: Our prices are clearly displayed on our shopping basket screen, broken down into : Product Price: displayed as an each price and total price (...Read more

Q: Can I provide an alternative address for delivery?

A: When in the checkout, the second step is the delivery address. During this step you will be able to add a new address or select from ones that you have...Read more

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

A: Once you have clicked the 'Place your Order' button we are unfortunately in most circumstances unable to amend or add items to your order. If you...Read more

Q: Can I print out my order?

A: On completing the checkout process, you will be shown a link to the printable version of your order details. Alternatively, your e-mail order confirmation...Read more

Q: How do I know if my order has been placed ?

A: 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....Read more

Q: Can I reserve an item that is out of stock for when you receive it?

A: If one of the items in your basket is expected or out of stock you will be given the following options to select from when you checkout: I want my items...Read more

Q: How can I add a voucher code to my order?

A: If you are lucky enough to have received a promotional code or a free product or a discount for your next order, these can be applied in the checkout...Read more

Q: How do I know my promotion code has been accepted?

A: If you have a promotional or offer code, these can be applied on the Checkout screen under Delivery Method. Type in your code and click the apply button....Read more

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

A: 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...Read more

Q: How long before a parcel is declared lost in transit?

A: Royal Mail First Class and recorded deliveries are declared lost in transit 15 working days (including Saturdays) after despatch. DHL and TNT will declare...Read more