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Find answers to our most frequently asked questions including information on shipping, returns and online payment.
Orders & Support
How do I make a purchase?
- Explore the website and select the items you want to purchase by clicking on them.
- 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.
- Once you've added all desired items, click on the shopping cart icon to review your selections. Click "Secure Checkout" to proceed to payment.
Fill out your shipping address and payment details (credit/debit card, PayPal, etc.). You can add any discount codes at this stage.- Once you're happy that your order and details are correct select "Pay Now" to finalise your payment.
How can I check my order status?
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.
How do I cancel my order?
To cancel your order after payment has been processed please get in touch with us directly by emailing orders@cookandnelson.com.
How do I know if my order is confirmed?
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 .
What payment methods do you accept?
We accept credit card payments via Shopify Payments secure payment gateway from the following issuers: MasterCard, VISA and American Express.
Shipping & Delivery
Do you offer free shipping?
Shipping is *FREE when you spend $120 AUD or more (excludes select remote areas).
Delivery prices for orders under $120 will be calculated at checkout.
Can you deliver on the weekend?
No, we do not currently deliver over the weekend at this time.
How long does delivery take?
2-3 business days for Urban Areas.
Returns & Exchanges
Can I return a product if I've changed my mind?
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.
I've received a faulty product - what do I do?
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.
