Free Delivery over $50

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On your favourite products

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FAQs & Customer Care

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

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Orders & Support

How do I make a purchase?
  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. 

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

Shipping

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

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

Rural Deliveries

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.

How can I get Free Shipping?

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

How much does shipping cost?

Shipping is calculated based on your location. Please see shipping cost guidelines below:

  • *FREE: When you spend $50 or more (excluding Waiheke, Great Barrier Island & rural addresses)
  • $8.49: Auckland standard addresses (excluding Waiheke, Great Barrier Island & rural addresses).
  • $13.49: Auckland rural addresses (excluding Waiheke & Great Barrier Island).
  • $9.99: North Island standard addresses.
  • $15.49: North Island rural addresses.
  • $16.99: South Island standard addresses.
  • $21.49: South Island rural addresses.
  • $25.50: Waiheke Island.
  • $58.00: Great Barrier Island.

Can you deliver on the weekend?

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.

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 an 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.

Fees for rural delivery are:

  • $13.49: Auckland rural addresses (excluding Waiheke & Great Barrier Island).
  • $15.49: North Island rural addresses
  • $21.49: South Island rural addresses
  • $25.50: Waiheke Island
  • $58.00: Great Barrier Island

Which courier companies do you use?

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.

    How long does delivery take?

    Target delivery for orders within Auckland are 1-2 days if an order is in before 9am, North Island is 3-4 business days and the South Island is 4-5 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.

      Do I need to sign for my delivery?

      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.

        What credit cards do you accept?

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

        • MasterCard
        • VISA
        • American Express

          Are Shopify Payments secure?

          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

              Is Paypal safe?

              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.

                  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.

                      My order has been damaged in transit - what do I do?

                      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

                          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.

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