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FAQs & Customer Care

Find answers to our most frequently asked questions including information on shipping, returns and online payment.

Orders & Support

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  1. Explore the website and select the items you want to purchase by clicking on them.
  2. On the product pages click "Add to Cart" to place the item in your virtual shopping cart. You can also select what quantity you would like. 
  3. Once you've added all desired items, click on the shopping cart icon to review your selections. Click "Secure Checkout" to proceed to payment. 

  4. Fill out your shipping address and payment details (credit/debit card, PayPal, etc.). You can add any discount codes at this stage.

  5. Once you're happy that your order and details are correct select "Pay Now" to finalise your payment. 

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Once your purchase has been completed you will be sent an order confirmation email as well as a seperate email with the tracking information so you can track the progress of your order.

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To cancel your order after payment has been processed please get in touch with us directly by emailing orders@cookandnelson.com.

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Shortly after purchasing your items you will be sent a confirmation email detailing your order. If you do not receive an email confirmation and want to check your purchase was processed feel free to email us at orders@cookandnelson.com .

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We accept credit card payments via Shopify Payments secure payment gateway from the following issuers: MasterCard, VISA and American Express.

Shipping & Delivery

Shipping

Get free shipping when you spend more than $50 - within New Zealand (excludes Waiheke, Great Barrier Island & rural addresses).

Delivery prices for orders under $50 will be calculated at checkout

Please note we are unable to ship orders to PO Boxes or Private Bags.

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Shipping is *FREE when you spend $50 or more (excluding Waiheke, Great Barrier Island & rural addresses)

Delivery prices for orders under $50 will be calculated at checkout.

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Shipping is *FREE when you spend $50 or more (excluding Waiheke, Great Barrier Island & rural addresses)

Delivery prices for orders under $50 will be calculated at checkout.

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Yes, our courier companies can deliver on Saturdays for an extra charge of $4.60. Orders in the North Island need to placed by Friday and Thursday for the South Island.

Please email sales@cookandnelson.com to check if the courier delivers in your area on a Saturday.

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Yes we send orders internationally.

Please email us at sales@cookandnelson.com for shipping estimates and delivery details.

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Delivery prices for rural deliveries will be calculated at checkout.

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We use Castle Parcels Couriers for all New Zealand deliveries and you will be emailed a tracking number once your order has been dispatched.

International deliveries are through DHL.

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    Target delivery for orders within Auckland are 1-2 days if an order is in before 9am, North Island is 2-3 business days and the South Island is 3-4 business days to arrive, and an extra 1-2 days if you require a rural delivery.

    Occasionally, in busy times orders can take an extra 1-2 days. Orders received daily after 10am (NZDT) can not be guaranteed same day dispatch.

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      All deliveries are sent ‘signature required’ however, if you do not wish to or will be unavailable to sign for your order, please leave instructions such as 'leave at front door if no-one home' in the comments box at checkout.

        Payment Options

        We accept credit card payments via our secure payment gateway using Shopify Payments, direct bank deposits (For NZ customers only) and Paypal.

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        We accept credit card payments via Shopify Payments secure payment gateway from the following issuers:

        • MasterCard
        • VISA
        • American Express

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          Shopify Payments protects customer data and gains consumer trust by adding world-class SSL certification to our payment gateway. Shopify Payments is tier-one PCI DSS compliant—as externally audited by Stratsec (QSA)—ensuring the highest security standards set by Visa and MasterCard.

          Have further questions? Contact us

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              Pay Pal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

                  Returns & Exchanges

                  Cook & Nelson takes great pride in the products offered and the delivery methods used. If for any reason you are not happy please contact us immediately.

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                  If you change your mind, exchanging goods is at the discretion of Cook and Nelson. You will require proof of purchase to return or exchange the product. If the product has been damaged in transit, please let us know immediately and we will contact the courier company directly to sort out any claims.

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                      If the product has been damaged in transit, please let us know immediately and we will contact the courier company directly to sort out any claims.

                      The address for Returns and Exchanges is:
                      Tastie Distributors: Unit E2/35 Keeling Road, Henderson, Auckland 0612

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                          If you have received a faulty product we will gladly replace the it. If the product is out of stock we will refund your money or offer you a credit. Cook and Nelson needs to be notified within 7 days of receiving the goods.

                              Can't find an answer?

                              Contact our customer support through the contact page and our team will get back to you as soon as possible.

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