Customer Care

  • SHIPPING INFO

  • RETURNS & EXCHANGES
  • PAYMENT OPTIONS

  • FREQUENTLY ASKED QUESTIONS

  • CONTACT US


Shipping Info

Shipping Update: Due to a high volume of online orders, there may be a delay in receiving your order (up to 10 days). We are working to get your orders out to you as soon as possible.

Free Shipping when you spend over $100 - within New Zealand (excluding Waiheke, Great Barrier Island & rural addresses).

Please not we are unable to ship orders to PO Boxes or Private Bags.

New Zealand

Target delivery for orders within Auckland are the next day service 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 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.


Deliveries only take place on weekdays and not on Saturday (unless requested, please email orders@cookandnelson.com to check if the courier delivers in your area on a Saturday) Sunday or public holidays.  This is subject to product availability, we will always advise if there is an expected delay. If you do need your order urgently please email orders@cookandnelson.com or state so in your order.

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.

Delivery addresses must be a street address as we can not deliver to PO Boxes.
Please remember to let us know if your address is a "rural delivery" by selecting the correct freight area and choosing rural delivery.

If the incorrect freight option is selected, we can contact you by email to arrange payment of the difference.

International

Yes we ship internationally please email us what you would like to purchase at sales@cookandnelson.com for a shipping quote.

If you choose to proceed with your order a invoice with be emailed to you via PayPal for payment in NZ dollars.  Once we receive your payment we will ship your order

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. If the product is faulty we will gladly replace the product. 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.

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.
Address for Returns and Exchanges
  • Cook & Nelson - 9a Vincent Road, Northcote Point, Auckland 0627

Payment Options

We accept payment via credit card (MasterCard, VISA, American Express), via our secure payment gateway eWay, direct bank deposits (For NZ customers only) and Paypal.

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

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). 

Make sure all personal info, address, email, credit card and banking details are filled out correctly to ensure we can send your purchase expediently and correctly.

Frequently Asked Questions

How much does shipping cost?
It is calculated based on your location. Please see shipping cost guidelines below:
  • $5.50: North Island except Waiheke, Great Barrier Island & rural addresses.
  • $7.50: South Island except rural addresses.
  • $12.90: North Island rural addresses except Waiheke & Great Barrier Island.
  • $14.50: South Island rural addresses
  • $25.50: Waiheke Island
  • $58.00: Great Barrier Island
Can you deliver in the weekend?
Yes our courier companies can deliver on Saturdays for a 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.

Do you ship internationally?
Yes we send orders internationally. Please email us at sales@cookandnelson.com for shipping estimates and delivery details.

How much does it cost to send a order to a Rural address?
If you live in at a rural address or on Great Barrier Island you must select the Rural Delivery option in the Checkout (click on the shipping drop down box for the options) for your item to be delivered. Unfortunately we must charge this additional fee for rural deliveries because smaller courier operators are sub contracted by Post Haste or Castle Parcel to deliver your parcel from the nearest Post Office. Our courier companies on-charge this fee to us.
Please note we check all orders addresses

If you have a rural address and have not made the payment your order will not be sent and you will be contacted.
  • 12.90: North Island rural addresses except Waiheke & Great Barrier Island.
  • $14.50: South Island rural addresses
  • $25.50: Waiheke Island
  • $58.00: Great Barrier Island
Which courier companies do you use?
We use PBT 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.

Contact Us

You can find and contact our friendly team here:
P: +64 21886024
E: mail@cookandnelson.com