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Welcome to our ‘frequently asked questions’ page
If you have a question about shopping online at conniecook.co.uk you may be able to find an answer below. Here are some of our customer’s most frequently asked questions
If you cannot find the information you are looking for and your questions are not answered on this page or any of our customer service pages, please contact our customer service team by email, phone or post and they will be happy to answer any of your queries. In order to get the quickest answer possible please use the appropriate contact details.
Catalogue Queries
1. Do You Publish Printed Catalogues Of Your Products?
Do You Publish Printed Catalogues Of Your Products?
We are sorry but we do not publish printed catalogues. The web site acts as our catalogue and ordering system.
How To Shop Online At conniecook.co.uk
1. How do I use conniecook.co.uk?
2. How do I contact you?
3. How do I find out more information about your online shop?
4. What times are you open?
5. How do I find out about your reputation?
6. Do you provide a Customer Questionnaire Form?
7. Can I purchase Connie Cook gift vouchers or gift cards that I can shop online with?
How do I use conniecook.co.uk?
Shopping online at conniecook.co.uk is as secure as shopping in any store. It is straightforward and convenient when you visit conniecook.co.uk. You will see a list near the top of the page that says register. If you follow that link you will be prompted to enter and confirm you email address and postcode. You will them be prompted to five information about your name and address. Follow the instructions and complete the form and you will receive a confirmation email very shortly at the address you registered with Connie Cook Distributions.
How do I contact you?
To view out contact details please visit our ‘contact us’ page.
How do I find out more information about your online shop?
If you want to find out more about Connie Cook Distributions you can visit our ‘About me’ page.
What times are you open?
Our internet ordering system is open 24 hours a day, 7 days a week, 365 days a year. The internet Customer Service team are usually available during the following Times:-
Monday - Friday: 9.00am - 9.00pm
Saturday - Sunday: 12.00pm - 4.00pm
Our offices are as follows:-
Monday - Friday: 9.00am - 9.00pm
Saturday - Sunday: Closed
How do I find out about your reputation?
At Connie Cook Distributions we understand what really matters is what our customers think. We are proud to boast that we are number 1 choice for our customers! Please visit our ‘feedback’ page to view just a very small sample of the Comments we have received back.
Do you provide a Customer Questionnaire Form?
Yes we do provide a Customer Questionnaire form. If you would like one sent with your order please send us an email confirming this after confirmation of your order With conniecook.co.uk.
Can I purchase Connie Cook gift vouchers or gift cards that I can shop online with?
We are sorry but we do not offer these services to our customers.
Managing Your Account
1. How can I view/change any address and contact numbers?
2. How can I change any E-Mail address?
3. How can I change any password?
4. What do I do if I have forgotten my username/password?
5. How do I view previous orders?
How can I view/change any address and contact numbers?
Once you have registered you can log into your account at any time to view and change the personal details you have saved.Please see ‘login and registration’.
How can I change any E-Mail address?
If you need to change/update your email details you will be required to update your email address on two sections of our site: first log on with your usual username and password then:
- Update your shopping cart email address.
- Update your email newsletter email address.
How can I change any password?
Once you have registered you can log into your account at any time to view and change the personal details you have saved. Please see ‘login and registration’.
What do I do if I have forgotten my username/password?
If you have forgotten your password simply enter your email address below and your details will be sent to you within a few moments.
How do I view previous orders?
Once you have registered you can log in to your account at any time to view your personal details, i.e. previous orders.
Ordering Information
1. I am first time visitor how do I search for a product and place an order?
2. How do I use the shopping basket/cart?
3. What are my options/methods for making payment?
4. When is my credit/debit card charged?
5. How do I know if my order has been received/accepted?
6. Why has my order been cancelled due to payment issues?
7. What should I do if my credit card was refused while placing an order?
8. Can I amend/edit/add to my existing order?
9. How do I cancel my order?
10. I just want to cancel one item in my order, how do I do this?
11. The price of my order is more/less than when I first ordered?
12. I have a problem with my order?
13. Can I specify a delivery date when ordering?
14. Can I place an order from overseas?
15. How do I see a history of my orders?
16. I have ordered large products, how do I get an invoice?
17. Can I collect my order from your Showroom?
18. Do you have a minimum order value?
19. What are your order deadlines?
20. Do you have a back order policy?
21. I would like to have my order gift wrapped, how do I request this?
I am first time visitor how do I search for a product and place an order?
Register
If you are a first time visitor the first step you must take is to register your details (FREE) with Connie Cook Distributions. Please view the ‘register link’ at the top of the home page. Please only register once otherwise our servers will have difficulty recognising your PC, username, password and you will be locked out of the site. By registering you will be able to view the prices and buy now buttons and once you logged in your name and appropriate message will appear on the page.
Search Product
Keyword search at the top left at the menu screen you will see a box labelled ‘Search Product’. By typing a keyword into this box e.g. product name or product code, and after entering this information click on the ‘search’ button. By doing this you can search the entire contents of the site. For example if you were looking for a particular coloured blanket just type the word ‘blanket’ plus the colour you want into the search box and click ‘search’ and all the blankets in that colour will be displayed. It’s as easy as that.
Category Search
Click on the category navigation search menu on the left and side of the page to select a category you are interested in. A further floating menu may appear with a further selection of categories. Click on the categories you are interested in and this will take you to that page. When the list of relevant products is displayed on the screen click on the photograph or the name of the product for more detailed information and a large product image. Then to view a short description click on the ‘detail’ icon and you will see a detailed description of the product.
How to Place an Order
Shopping online at conniecoot.co.uk is easy. Whether you are simply browsing or searching for a specific product there are numerous ways in which to conduct your search.
Buying a Product
When you have decided which product you wish to buy type in the quantity and colour and other relevant information required and click the ‘BUY NOW’ button to add this item or items to your shopping basket/cart by clicking on ‘Add to Cart’.
Shopping Basket/Cart
To review the items you have selected, click on the ‘view cart’ button in the top right of the page. Your basket contents, prices and estimated delivery charge will be displayed. Information about your shopping basket is displayed at all times at the top right hand side of the screen in the link ‘view cart’. When you have finished shopping and are ready to pay for your goods click the ‘view cart’ button and this will show you a detailed list of the products in your dart/basket. The ‘QTY’ box and the ‘REMOVE ITEM’ button beside each product provide the opportunity to change your shopping basket, at this stage you can continue to shop or proceed to checkout.
Check Out
Click on the ‘Check Out’ button and once you click here, you will enter the checkout phase of ordering as follows:
1st Phase – Your Account.
Register an account using your personal details and click on ‘register’. Existing customers need to sign in.
2nd Phase – Billing Address.
Add you’re billing address details in the boxes at the top of the page and click on ‘Find Address’. You will then be asked to confirm or amend your address details.
3rd Phase – Delivery.
Select from the delivery options available and any special delivery instructions and click on ‘Proceed’. Existing account holders may use the links to add alternative delivery addresses on the delivery screen.
4th Phase – Payment.
You will need to advise your form of payment. Add your credit/debit card details. Review the Term and Conditions on ‘Our Terms’ page then click on ‘Proceed’.
5th Phase – Final Check.
The last step before you place your order is to review your information. On this page you will see the item total, your delivery charges and your order total. You also have the opportunity to edit any information on this page before you place the order. (To edit information just click on the ‘Amend Order’ button).
6th Phase – To Place Your Order.
Click on the ‘Order Now’ button. Once you have done this you have successfully placed your order.Your progress through the checkout process will be displayed at the top of the screen with the current stage highlighted in red.
How do I use the shopping basket/cart?
To add items to your shopping basket/cart is easy. Once you have found an item that you would like to order, as long as the time is available, there will be an ‘Add to Cart’ button on the item description page, just click on this button so the item is now in your basket/cart. You can add as many items as your would like to your basket. The basket will keep a running total of how much your order is. (Please remember that delivery charges, if applicable, will be added later on in the checkout process).
What are my options/methods for making payment?
To see details of how you can pay for your items please visit our ‘Shipping and Payments’ page, which is on our second information bar at the top of the page
When is my credit/debit card charged?
Once you place your order we will ask your credit/debit card company for an authorisation for the total amount of your order. Your credit/debit card will actually be charged once your order has despatched.
How do I know if my order has been received/accepted?
Upon receipt of your order, an order acknowledgement screen will be generated, issuing an order reference number. Please print this page for future reference. Also your order has been accepted you will receive an email confirmation of your purchase shortly after completing your online checkout. If you placed your order by phone you will be advised of your order confirmation number at the end of your call. Please keep a record of this number, as it will help us deal with any further enquiries you may have as quickly as possible. Please note that after we have accepted your order your card issuer needs to complete their checks. They may subsequently decline your payment and we will have to cancel the order. If this does happen we will contact you by email or phone and you should contact your card issuer for more details. Please check for emails confirming this or review the progress of your order.
Why has my order been cancelled due to payment issues?
There are a number or reasons why payment issues may result in an order being cancelled. In the first instance these can include not having enough credit or being declined as part of a fraud check. Please contact your card issuer for more Information.
What should I do if my credit/debit card was refused while placing an order?
If your credit/debit card was refused while placing an order on conniecoot.co.uk, please re-submit your order using a different card. For details on why your card was refused please contact your card issuer.
Can I amend/edit/add to my existing order?
In order to meet our delivery promises it is normally not possible to amend your order, particularly for next day delivery times. If you make an error on your order you can cancel the order. This can only be done for half an hour after the order has been placed, while the order is in the ‘submitting to warehouse statuses. To request a cancellation, please contact our Customer Service team on 0845 017 5569. You can add items to your order until you confirm your payment details and complete the order. Once your order is confirmed, PLEASE NOTE that you cannot add new items into a confirmed order after the ‘checkout’ stage. If you would like to order additional items, please place a new order.
How do I cancel my order?
This can only be done for half an hour after the order has been placed, while the order is in the ‘submitting to warehouse’ status. To request a cancellation please contact our Customer Service team on 0845 017 5569. Lines are open Mon – Fri (9.00am – 9.00pm), Sat – Sun/closed. If you wish to cancel your order with us this must also be done in writing, by fax 05601740148 or email sales@conniecook.co.uk, along with your order number and confirmation of your cancellation request. You must do this after you have contacted our Customer Services. For items cancelled after despatch you will have to post the items back to us before you are refunded and we are not liable to pay the delivery charge cost of the returned items. PLEASE NOTE any items that are not returned to us within the fourteen days stated in our Terms and Conditions are not legible for a refund
I just want to cancel one item in my order, how do I do this?
Unfortunately we do not offer the option of cancelling part of your order. If you need to cancel one item, please cancel the entire order (if possible) and re-order the item or items you wish to purchase.
The price of my order is more/less than when I first ordered?
While we always try and ensure that all prices are accurate on conniecook.co.uk, errors my rarely occur. If we discover an error in the pricing of the goods you have ordered we will inform you as soon as possible using the contact details you supply us with. We will give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If an order is cancelled any payment made for the products will be refunded in full.
I have a problem with my order?
If you have received your order and you are missing an item, please contact our Customer Service team 0845 017 5569 for help. If you have received an item that does not work correctly, please contact our Customer Service team 0845 017 5569. We will provide a returns authorisation code to enable you to return your current item to the warehouse, as well as request that a new product be sent to you. If you are waiting for your order and you have already checked your order status and it states that your order has been despatched. If you selected Standard Delivery, please allow four working days from the order date for delivery. If you have still not received your order or been carded for a missed delivery by our courier after four working days, please contact our Customer Service team 0845 017 5569, If you selected a named or next day service and you have not received your order or been carded for a missed delivery by our courier on the requested day, please contact our Customer Service team 0845 017 5569
Can I specify a delivery date when ordering?
Yes, for most items you will be able to select a preferred delivery date after placing your order. If, for any reason, we cannot offer you a choice of delivery dates to pick from when ordering online, we will call you to arrange a delivery date as soon as the goods are ready to be despatched. Someone will need to be present at the time of delivery to sign for the items, but you can specify a delivery address different from your home or main contact address if you have purchased off us before, so this will be more convenient for you.
Can I place an order from overseas?
Yes, customers from abroad can both register and place an order.
How do I see a history of my orders?
When you are signed into your conniecoot.co.uk online account by clicking on the login link you will be able to view all details in your account, You will be able to view any online orders you have made with conniecook.co.uk as well as being able to update your account details.
I have ordered large products, how do I get an invoice?
You will receive a delivery note with your order which can be used for any further correspondence with Connie Cook Distributions. If you require an invoice for nay other reason, please contact our Customer Service team (0845 017 5569) and they will be pleased to assist you.
Can I collect my order from your Showroom?
Due to the higher costs involved in face to face transactions we are not open to walk in customers with orders below £1,000 (in which case payment will have to be made in store with cash or credit card). If your order is below this value, feel free to use this web store to place your orders.
Do you have a minimum order value?
We do not have a minimum order value. Our customers are free to order what they like at conniecook.co.uk
What are your order deadlines?
For next day delivery please ensure your orders are placed before noon for Royal Mail orders. Our phone lines are open between 9.00am – 9.00pm (Mon – Fri) our internet ordering system is open 24 hours a day, seven days a week, 365 days a year.
Do you have a back order policy?
We do not keep back orders for items that are sold out at time of delivery. The website will usually provide approx re-delivery dates. To ensure you receive the product, please reorder once the item is back in stock. If the price of product has dropped since your initial order you will pay the new (lower) price. Similarly, if prices have increased you will pay the new (higher) price.
I would like to have my order gift wrapped, how do I request this?
We do not keep back orders for items that are sold out at time of delivery. The website will usually provide approx re-delivery dates. To ensure you receive the product, please reorder once the item is back in stock. If the price of product has dropped since your initial order you will pay the new (lower) price. Similarly, if prices have increased you will pay the new (higher) price.
You may email us at sales@connie.cook.co.uk to enquire when out of stock items are due in
Delivery
1. How are orders delivered, what are the delivery options?
2. When will any order be delivered?
3. How do I make sure I get next day delivery?
4. Do you offer international/export delivery options?
5. Can I place an order from overseas?
6. Where does conniecook.co.uk deliver to?
7. Where in the UK will conniecook.co.uk not deliver?
8. Do you deliver BFPO?
9. How will I know when to expect my delivery?
10. What are your delivery charges?
11. Can I place an order and have it delivered to an alternative address?
12. Do you deliver to multiple addresses?
13. Do I have to be there to sign for delivery?
14. Who can sign for delivery?
15. What happens if I am not in for a delivery?
16. How do I track my package once it has been despatched?
17. How will I know when my order has been despatched?
18. My delivery is late, where is it?
19. How can I find out my delivery status where my order is?
How are orders delivered, what are the delivery options?
All items are delivered direct to your door. For larger items we will deliver the item to where ever you want it placed in your home at the driver’s discretion. Please Note: for health and safety reasons the driver is only contracted to deliver curb side, so delivery inside a customer’s property is at the driver’s discretion. So for large and heavy items please ensure there will be adequate assistance in helping the driver unload. It would help us if you could measure the room of your choice, as well as any stairs and passage ways to make sure the item will fit. Our full details of our delivery options are shown on our link ‘Shipping and Payments’ page.
When will any order be delivered?
For most items you will be offered a list of delivery dates and times to choose from when placing your order. If for any reason we cannot offer you a list of delivery dates to pick from we will contact you to arrange a delivery date as soon as your goods are ready to be despatched.
How do I make sure I get next day delivery?
If you place an order before 12.00pm (noon) Monday to Thursday, your order will be delivered the next day. Please note that orders placed on Friday/Saturday/Sunday will be delivered Monday and that there are certain exceptions for addresses that are not mainland and in remote locations, full details are available on our link ‘Shipping and Payments’ page.
Do you offer international/export delivery options?
Yes we are able to ship across the globe and welcome international orders.Export orders are subject to a minimum order value of £500.00.
Can I place an order from overseas?
Yes, customers from abroad can both register and place an order.
Where does conniecook.co.uk deliver to?
We deliver to all mainland addresses. For more information visit our link ‘Shipping and Payment’ page
Where in the UK will conniecook.co.uk not deliver?
Unfortunately we do not deliver to the Channel Islands, Scilly Isles, Isle of Man or BFPO address. Please note that we do not ship to the highlands, islands and Northern Ireland. Full delivery details are on our link ‘Shipping and Payment’ page.
Do you deliver BFPO?
Unfortunately at this time we do not deliver to BFPO addresses.
How will I know when to expect my delivery?
If you would like next day delivery you must place your order before 12.00pm (noon). If your order is being delivered by Royal Mail please see estimated table below:-
Royal Mail (1st 2nd Class) Estimate Times (order 2kg)
Order by 9.00pm Delivery
Monday Wednesday / Thursday
Tuesday Thursday / Friday
Wednesday Friday / Monday
Thursday Monday / Tuesday
Friday Tuesday / Wednesday
What are your delivery charges?
You will be told of your delivery charges when you place your order with conniecook.co.uk by phone or online.
Can I place an order and have it delivered to an alternative address?
If you require goods sent to an address which is not the account holders address we will require some additional information from you for verification of your billing information.
We will be happy to proceed with your order as soon as we receive a fax/email or any one of the following:-
A recent card statement which displays the billing name and address for the card
Or A clear and legible copy of the front and back of the card being used for payment
Or A utility bill (telephone, electricity, gas, etc)
In addition a covering letter authorising us to send goods to the alternative address must also be provided. The covering letter must be signed by the cardholder.
Our fax number is 05601140148, or email to sales@conniecook.co.uk. Please include your order number and email address.
This security check is only required the first time you order after which all your subsequent orders will be sent to the alternative address without any delay.
We would like to take this opportunity to inform you that our security measures have been put in place to protect our customers and appreciate your co-operation.
Do you deliver to multiple addresses?
Unfortunately we do not currently support multiple delivery addresses per order when you place an order, all items will be delivered to a single address. To send items to two different addresses you will need to place two separate orders.
Do I have to be there to sign for delivery?
Most deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly. If you cannot be there to sign for delivery and your order qualified, you may be able to provide special delivery instructions during the checkout process for our drivers to leave the item/items with a neighbour or in some safe place. Otherwise, remember you can specify a different delivery address while ordering and have your order delivered to your work place, or a friends place, etc. Please see our full Terms and Conditions for alternative address on our link ‘Shipping and Payments’ page.
Who can sign for delivery?
If required anyone in the household over the age of eighteen may sign for deliveries.
What happens if I am not in for a delivery?
If no one is available when our couriers call they will leave a calling card to let you know they have been. This card will contain your consignment information and contact details for your local depot. (Therefore we advise customers to be either in when they have delivery or have it sent to an alternative address, e.g. work, relative, neighbour, etc). It is your responsibility to sign for the parcel and if you do not meet these terms it will result in the parcel being returned to ourselves, resulting in a re-delivery charge, which will be payable by the customer.
How do I track my package once it has been despatched?
In today’s busy world it is vital to know when you are receiving your parcels. To activate this procedure please contact us via email at sale@conniecook.co.uk and we will send you your tracking number as soon as possible.
How will I know when my order has been despatched?
Your order is processed as soon as our Sales Centre receives it. Orders are despatched weekdays only, subject to availability and payment receipt/authorisation. Once your order has been despatched you will receive an email confirming goods have been sent.
My delivery is late, where is it?
We try our very best to inform our customers or any potential delay as soon as possible. Occasionally delays can happen which are often beyond our control. If this means your order cannot be delivered on the confirmed delivery date we will contact you as soon as we know of any delay. Please check the confirmed delivery date on your order confirmation and ensure you have not received any further emails or letters from us with updates on the progress of your order. Please note that while items sent by Royal Mail usually arrive with 1 – 3 working days, Royal Mail stipulate that only items still not delivered after 15 working days can be officially classified as lost.
How can I find out my delivery status where my order is?
To find out the status of your order login and click on ‘Your Account’, then click on the ‘Order History’ link. This will let you know if your order has been despatched. If it has been despatched contact us by email and will send you a tracking number for your items.
Returns/Refunds and Faculty Goods
1. Can I return a product, exchange it or get a refund?
2. What is conniecook.co.uk returns policy?
3. When is my refund processed?
4. What if I receive an unwanted or cancelled delivery?
5. How do I return non-damaged items?
6. How long it will take to receive a refund?
7. I need to return an item I received as a gift, how do I do this?
8. How do I return an item / how do I prepare my returns?
9. How do I package my return?
10. Can you collect my unwanted products?
11. I received an item that doesn’t work/is damaged/defective, how do I return it?
12. I have lost my delivery not, How do I return my item?
13. What happens if Connie Cook Distributions receives an item back because it is undeliverable?
Can I return a product, exchange it or get a refund?
We want you to be totally satisfied with every purchase you make from conniecook.co.uk. If for any reason, you are not completely happy with your purchase. You can return your item/items within 14 days of payment, please see “our terms“ for our full terms and conditions on our returns and refund policy.
What is conniecook.co.uk returns policy?
For items purchased from conniecook.co.uk the following applies. When no proof of purchase is provided, refunds for merchandise will be given at the discretion of the management, In which case you will be refunded the total amount for the cost of the product, excluding the postage and packaging price unless the refund/return is because of an error or fault of conniecook.co.uk.
Identification is required for all goods that are subject to a refund when the customer cannot provide proof of purchase. If the item being returned was a gift, you would have the option to receive any refund in the form of a credit note.
When is my refund processed?
If you choose to send your item to our warehouse, your refund may take up to 7 business days from the time we receive your item. The refund will be applied to the credit/debit card, pay pal account or whatever means where used to purchase the item. When you return an entire order you will be refunded the price of the item paid at the time of purchase. When you return less than the entire order you will be refunded just the price of the items refunded, we will not refund the postage and packaging costs unless the refund/return is of our error or fault.
Please see “our terms” for our full terms and conditions.
What if I receive an unwanted or cancelled delivery?
If you decide that you do not want a parcel that is about to be delivered, please refuse the delivery without opening any of the packaging. The delivery driver will not be able to take back opened packages at this stage. If you have already phoned our customer service team to cancel an item and it is still delivered please refuse the delivery without opening the packaging. This will allow us to complete the refund process as quickly as possible for you.
How do I return non-damaged items?
We hope you’ll be more than happy with your Connie Cook Distributions delivery however if you change your mind you are welcome to return non-damaged items within 14 days of receipt along with your invoice and original packaging, tags, labels and accessories in the condition you bought it in. Some smaller items may be returned to a local office. These are indicated on your invoice. Please send the item to the address shown on the invoice and they will be refunding your total amount you paid at the time of purchase. If you are returning less than the entire order you will be refunded just the price of the items you returned. We will not refund the postage and packaging costs unless the return/refund is because of an error of fault of conniecook.co.uk. Please see “our terms” for our full terms and conditions. Please note that the return must include all parts of the item/items ordered, including free gifts etc.
How long it will take to receive a refund?
If you have contacted the customer service team to arrange a refund back onto your payment card, it will usually take 3-5 business days for the refund to appear in your account. Cheque refunds will usually take 14 days to arrive.
I need to return an item I received as a gift, how do I do this?
The same rules for returning regular items apply to items that have been received as gifts, with the following exceptions: if you return the item to our warehouse, the refund will be applied to the credit/debit card, pay pal or what ever means was used to make the original purchase. So please contact the person who sent you the gift for the order number and delivery note. Alternative options are that you could purchase a different item from conniecook.co.uk equal to the value of the item you are returning. Please see “our terms” for our full terms and conditions on refunds and returns.
How do I return an item / how do I prepare my returns?
- You must email us and call our customer service team within 14 days of payment, informing us of your return. Proof of purchase will be required if you have a current account with conniecook.co.uk
- We will send you an authorisation email confirming your refund and returns address. If possible please replace the item in the box and or packaging it arrived in and ensure that there are no sharp objects protruding.
- Please note that the return must include all parts of the item/items ordered, including free gifts.
- Please include email sent from conniecook.co.uk and your delivery note.
- Any flat pack furniture that has partially or fully assembled CANNOT be returned for any reason other than a manufacturing fault.
Once your goods have been received at our customer service distribution centre they will be scanned in and a refund or exchange will be processed. You can contact our customer service team on 0845 017 5569.
How do I package my return?
To ensure your refund is processed as quickly as possible, please do the following when packing and sending your product: Send the product in its original packaging, tags, labels and accessories in the condition you bought them in. Please pack the product so that it will not be damaged during the return shipping process. Include a copy of the delivery note, if for some reason you do not have this, please include your name, address, phone number, order number and returns authorisation code.
Can you collect my unwanted products?
Unfortunately we cannot collect your unwanted products. Please see “How do I return non-damaged items?” or view “our terms” page to see our full details on our terms and conditions.
I received an item that doesn’t work/is damaged/defective, how do I return it?
To return an item that doesn’t work or is damaged/defective, Please call our customer service team and they will provide you with a returns authorisation code.
I have lost my delivery note, how do I return my item?
If you have ordered an item that you wan to return but can’t find the delivery note, you can still return it. Please contact us and we will arrange your return. We will need information from you such as your name, address, phone number, order number so we can process your authorisation code. If you received the item as a gift and you need to return it to our warehouse, Please contact the person who sent you the gift for the order number. Please note, which if you return an item received as a gift the refund will be credited to the credit/debit card, pay pal account or whatever means was used to purchase the item. Alternative options are that you could purchase a different item from conniecook.co.uk equal to the value of the item you are returning. Please see “our terms” for our full terms and conditions on refunds and returns.
What happens if Connie Cook Distributions receives an item back because it is undeliverable?
Every once in a while we receive an item back because it is undeliverable, the package would be returned to us as the couriers were unable to deliver it to you. When this happens, we will attempt to contact you to establish if you would like your order re-dispatched or refunded. If we CANNOT contact you within 2 weeks of receiving your parcel back into the warehouse, we will issue a full refund (excluding delivery charges). Please see “our terms” for our full terms and conditions on refunds and returns.
Pre-orders
1. Do you do pre-orders?
2. Can the release date change?
3. When will I be charged for my pre order?
4. What if the price of my pre-order product changes prior to launch?
5. How many pre-orders do you accept?
6. How many items can I order?
7. Can I order a mixture of pre-order and in stock items?
8. Can I include a number of pre-order items in my order?
9. Will I have to pay multiple delivery charges if I order a mixture of pre-orders?
10. When will my pre-order items be delivered?
Do you do pre-orders?
Yes only under certain circumstances, for example if Connie Cook Distributions is awaiting delivery of the products from the manufactures that you are requesting for a pr-order. Please contact our customer helpline for questions requiring pre-orders for a certain product.
Can the release date change?
The pre-order release date is an indication only subject to change by the manufacture. In the event that the release date is altered, we will email you with the new date.
When will I be charged for my pre order?
We do not charge your credit/debit card, pay pal account or what ever means was used to purchase the item until you pre-order is despatched. Your credit/debit card must be valid until after the latest release date of any pre-order items. Additionally, you must ensure there are sufficient funds in your account for a week prior to the release date otherwise we may cancel your pre-order
What if the price of my pre-order product changes prior to launch?
The price shown for a pre-order item is the maximum price we will charge. If the price is reduced prior to release we will charge the lower amount.
How many pre-orders do you accept?
Total stock is limited for all pre-orders, please contact our customer service team via telephone or email to find out more information.
How many items can I order?
Maximum order quantities per customer apply to all pre-orders. This is limited by maximum quantity for each product stored in our warehouse. Please contact our customer service team via telephone or email to find out more information.
Can I order a mixture of pre-order and in stock items?
Yes! If your order includes items that are in stock, they will be delivered and charged as normal, separate from the pre-order items.
Can I include a number of pre-order items in my order?
Yes! If your order contains a variety of pre-order products, they will be despatched and charged for separately with individual order numbers.
Will I have to pay multiple delivery charges if I order a mixture of pre-orders?
No. If you want them despatched at the same time only one delivery charge will apply regardless of the number of items in your order. If you want your items despatched at different days/dates you will have to pay the delivery cost for each days/dates you wish to receive your goods.
When will my pre-order items be delivered?
We aim to deliver pre-orders on the\ day of release, although errors may occur in meeting such deadlines due to the despatch date being an indication only and is subject to change, this is due to the manufactures of the item failing to meet there deadlines. These circumstances are very unlikely but these errors may occur therefore conniecook.co.uk is not liable to blame if you suffer any loss in the delay of your item.
Products
1. How do I search for produc#faq_08_ats?
2. How do I know if a product I want is available?
3. How can I check the prices for all products?
4. How can I get more information about a product featured on this website?
5. How can I set up or access a wedding/gift list from your products?
6. I have ordered large products. How do I get an invoice?
7. Can I reserve products for pickup in store?
8. What are your top/best selling products?
9. How do I find new products at conniecook.co.uk?
10. Do you advertise clearance deals on your online shop?
11. Do you advertise special offers on your on line shop?
12. Do you stock any other products?
13. Are products on conniecook.co.uk new?
How do I search for products?
Search Product
Keyword search at the top left at the menu screen you will see a box labelled ‘Search Product’. By typing a keyword into this box e.g. product name or product code, and after entering this information click
on the ‘search’ button. By doing this you can search the entire contents of the site. For example if you were looking for a particular coloured blanket just type the word ‘blanket’ plus the colour you want into the search box and click ‘search’ and all the blankets in that colour will be displayed. It’s as easy as that.
Category Search
Click on the category navigation search menu on the left and side of the page to select a category your are interested in. A further floating menu may appear with a further selection of categories. Click on the categories you are interested in and this will take you to that page. When the list of relevant products is displayed on the screen click on the photograph or the name of the product for more detailed information and a large product image. Then to view a short description click on the ‘detail’ icon and you will see a detailed description of the product.
How do I know if a product I want is available?
If an item is available an “Add to cart” button will be shown on the product description page.Please note, in rare instances an item may become unavailable prior to your checking out “Check out”. If this happens you will be notified that the item is no longer available during the checkout process. Unfortunately we are unable to advise you when products will be available. We replenish stock on a daily basis and would ask you to check the site regularly.
How can I check the prices for all products?
Were always lowering our prices and running special offers with so many great deals, you might find that many items are cheaper than you thought! Luckily, conniecook.co.uk always has the latest prices. Wherever you see a price advertised on this website you can be sure it is the latest price available, also note that prices can change on a daily basis. If you pre-order a product from us the price you pay is the price online the day we despatch you pay for the item.
How can I get more information about a product featured on this website?
For more information on any of our products featured on this website (How to set up, what it is made of, compatibility, after-sales service, warranties, etc) please contact the manufacture directly. See product help lines for a list of telephone numbers, alternatively call us on 0845 017 5569
How can I set up or access a wedding/gift list from your products?
Our wedding and gift list service is not available online. Please contact our customer service team via telephone or email to request a list of products you are interested in.
I have ordered large products. How do I get an invoice?
You will receive a delivery note with your order which can be used for any further correspondence with conniecook.co.uk. If you require an invoice for any other reason please contact our customer service team on 0845 017 5569 and they will assist you, similarly if you would like a vat receipt please contact the same number above and the will arrange for this to be sent out to you. You should receive a vat receipt within 14 days of making your request.
Can I reserve products for pickup in store?
Unfortunately you CANNOT reserve products for pick up in store. However you can request products online or over the phone, but due to the higher cost of face to face transactions, we are not open to customer visits/collections. Conniecook.co.uk is purely a mail order operation.
What are your top/best selling products?
Please visit our “Home page” at conniecook.co.uk and view our “Best sellers” section at the bottom left hand side of the page. This is updated regular with our most popular products sold in total that have be received possitice and frequent appraisals. Please visit our “feed back” page to view what our customers say about Connie Cook Distributions.
How do I find new products at conniecook.co.uk?
To find out “what’s new” at conniecook.co.uk please visit our “product cataegories” section situated on the left hand side of the page at all times and visit the last link called “new products this month”. If you wish to find out more information on products that are new at conniecook.co.uk and are awaiting arrival. Please contact our customer service team on 0845 017 5569.
Do you advertise clearance deals on your online shop?
Any clearance deals on our products will be posted on our home page in the product categories section. Alternatively you may contact our customer service team via phone or email to find out more information.
Do you advertise special offers on your on line shop?
Any special offers on our products will be posted on our home page in the product categories section. Alternatively you may contact our customer service team via phone or email to find out more information.
Do you stock any other products?
All our products available are shown on the website. If you do not find what you are looking for on our site, occasionally we are also able to source many items. The sourcing facility is mainly only open to large volume orders. In such case please forward your requirements, qty and target price to sales@conniecook.co.uk. Smaller orders are occasionally met but we have no guarantees.
Are products on conniecook.co.uk new?
Yes. We sell unused, brand new products unless stated otherwise.
Pricing & Payment
1. What are my options for making payment?
2. Do you match the pricing of the other retailers?
3. Once I place an item in my basket/cart, am I guaranteed the price?
4. The price of my order is more/less than when I first ordered?
5. When is my credit/debit card charged?
6. How do I know if my payment for my order has been received/accepted?
7. Why has my order been cancelled due to payment issues?
8. What should I do if my credit/debit card was refused while placing an order?
9. I am sending a gift, how do I ensure the price of the item does not appear on the packing slip?
What are my options for making payment?
To see details of how you can pay for your items please visit our ‘Shipping and Payments’ page, which is on our second information bar at the top of the page
Do you match the pricing of the other retailers?
At conniecook.co.uk we do our best to try and offer our customers competitive pricing, however we do not have a price matching policy at this time.
Once I place an item in my basket/cart, am I guaranteed the price?
The price of the products is confirmed on conniecook.co.uk at all times and when the items have been ordered by you, the price stated will be the price you pay. Once we despatch your order, your credit/debit card, pay pal account or what ever means you pay for your order will be changed only then. Please not that while we strive for accurate pricing, there are occasions when the price for certain products on conniecook.co.uk will change before we despatch your order. In the event that this will occur we will do one of the following:
If the products correct price is less than the stated price, we will charge the lesser amount to you.
If the products correct price is greater than the stated price, we will contact you with the details you supplied us with and give you the option of reconfirming your order at the correct price or cancelling it. If we cannot contact you we will treat the order as cancelled.
The price of my order is more/less than when I first ordered?
While we always try and ensure that all prices are accurate on conniecook.co.uk, errors may rarely occur. If we discover an error in the pricing of the goods you have ordered we will inform you as soon as possible using the contact details you supply us with. We will give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If an order is cancelled any payment made for the products will be refunded in full.
When is my credit/debit card charged?
Once you place your order we will ask your credit/debit card company for an authorisation for the total amount of your order. Your credit/debit card will actually be charged once your order has despatched.
How do I know if my payment for my order has been received/accepted?
Upon receipt of your order, an order acknowledgement screen will be generated, issuing an order reference number. Please print this page for future reference. Also your order has been accepted you will receive an email confirmation of your purchase shortly after completing your online checkout. If you placed your order by phone you will be advised of your order confirmation number at the end of your call. Please keep a record of this number as it will help us deal with any further enquiries you may have as quickly as possible. Please note that after we have accepted your order your card issuer needs to complete their checks. They may subsequently decline your payment and we will have to cancel the order. If this does happen we will contact you by email or phone and you should contact your card issuer for more details. Please check for emails confirming this or review the progress of your order.
Why has my order been cancelled due to payment issues?
There are a number or reasons why payment issues may result in an order being cancelled. In the first instance these can include not having enough credit or being declined as part of a fraud check. Please contact your card issuer for more Information
What should I do if my credit/debit card was refused while placing an order?
If your credit/debit card was refused while placing an order on conniecoot.co.uk, please re-submit your order using a different card. For details on why your card was refused please contact your card issuer.
I am sending a gift, how do I ensure the price of the item does not appear on the packing slip?
If you are sending an order to an address other than your billing address, packaging slip associated with the item will not include any prices.
Technical Help/ Support
1. Are there any known issues with certain internet browsers?
2. Where can I get help with my electrical products?
3. Where can I get help on technical difficulties?
4. What is/how do I get cookie settings?
5. How do I get Symantec Norton privacy/Antivirus software?
6. Do you protect my personal information?
Are there any known issues with certain internet browsers?
To obtain access to our site, we strongly suggest using one of the following browser versions or higher:
Microsoft internet explorer 6.0
Netscape 7.0
Opera 8.5
AOL 9.0
Firebox 1.5
Where can I get help with my electrical products?
Please see the contact details on your invoice or contact the manufacturer directly.
See our “contact us” page for more details.
Where can I get help on technical difficulties?
If you are experiencing technical difficulties with your purchase, please contact the technical and product sourcing helpline on 020 8599 5569.
What is/how do I get cookie settings?
A cookie is a very small text file placed on your hard drive by a web page server. It is essentially your identification card, and cannot be executed as code or deliver viruses. It is uniquely yours and can only be read by the server that gave it to you and assists in securely recognising you and allowing access to certain member only parts of our site.
If you are having trouble logging in or have to log in repeatedly, you may not have cookies enabled/accepted.
- To ensure visibility of prices and purchasing facilities, please adjust your cookies settings to enable /accept cookies:
- Internet explorer 6.x
- In internet explorer, on tool menu, select internet options.
- Click the privacy tab, and then click advanced.
- Click override default settings and then
- Click to accept to allow cookies to be saved on your computer.
- If you want internet explorer to always allow session cookies (cookies that will be deleted from your computer when you close internet explorer) to be saved on your computer, click always allow session cookies.
- Internet explorer 5.x
- In internet explorer, on the tools menu select internet options
- Click security tab
- Click custom level button
- Scroll to cookies
- Select enable for allow cookies that are stored on your computer
- Select enable for allow pre-session cookies (not stored)
- Click ok
- Internet explorer 4.x
- From view in browser menu, select options
- Click advanced tab
- Scroll down to cookies (under security)
- Check always accept cookies
- Click ok
- Netscape communicator 4.x
- From edit menu on browser menu bar, select preference
- Click advanced in menu
- Check off accept all cookies
- Click ok.
How do I get Symantec Norton privacy/Antivirus software?
When you first install Norton on your pc, it will default to the highest levels of security settings. During ordinary web surfing this may not cause a problem.
However Norton has proven to block information exchange between your pc and many secure web servers, thereby blocking access to some of the secure parts of our website. Norton does this by preventing our web servers from:
a) Placing, Accessing and reading cookies – remember that our cookies do not hold any information about you other than those details required to allow you to securely order from us:
b) Stopping harmless but important scripts from running on your computer – these are used to encrypt sensitive information.
Norton may also cause several other error messages such as “ERROR MESSAGE DISPLAYED Microsoft OLE DB Provider for ODBC Drivers error ‘80040e14’” (see later on this page).
It is difficult for us to troubleshoot from our side without having detailed knowledge of the software on your PC. However, the following will provide an online for adjusting Norton internet security 2004 / Norton personal firewall 2004 (other versions will be similar)
- Open Norton personal firewall. Click on the personal firewall option and click the configure button in the bottom right hand corner of the window.
- Click on the ‘networking ‘tab and click the trusted button. Then click add.
- Make sure the individually radio button is checked. Then type the URL for our website (www.conniecook.co.uk) in the box provided and click ok.
The Privacy Control part of Norton is where you can adjust cookie settings from. You can also choose your level of privacy:
- Low privacy means your not warned when you computer sends personal information. Cookies are also allowed, although web browser information is blocked.
- Medium privacy warns you before sending personal information, but other settings remain the same.
- High privacy blocks personal information from being sent, as well as web browser information. You are also alerted each time a cookie is created or requested.
Click the custom level button to change the cookie settings.
The setting can be adjusted to allow cookies, to send a prompt each time a cookie is sent or to block them altogether. Blocking cookies can be problematic, however, because some sites (including ours) need cookies to function. You can allow cookies for individual sites using the advanced button:
- Open Norton personal firewall.
- Click on the privacy control option and click configure.
- Click on the advanced option. This will give you a list of the web contents options, including a default list of sites. You’ll need to add to our site if it isn’t already on the list.
- Click on entry to highlight it.
- which can be found under ‘information about your browser’. Then check permit.
- Click ok.
Secure sites
You may have problems completing a sale once you’re on the secure payment page (i.e. pages that start with https://). To resolve this, make sure that secure sites are enabled in privacy settings.
- Click on the privacy control option and click configure.
- Click on the custom level option. Ensure that our website is listed (conniecook.co.uk) and then make sure the enable secure connections (http) box is ticked.
- Click ok.
Do you protect my personal information?
We use the latest 128bit security to protect your personal information. When you enter personal details in the checkout pages you are in the secure website.
Most browsers display a small padlock symbol on your browser to reassure you this is secure.
Some operating systems will display a message too stating that you are entering into a secure website. If at any time you leave the secure area of the site, your operating system may remind you that you are leaving a secure part of the site. You will be asked if you want to cancel this reminder for future occasions.
Security/ Legal Information
1. What is conniecook.co.uk features/technology on protecting my information?
What is conniecook.co.uk features/technology on protecting my information?
At conniecook.co.uk we understand you want a safe and easy way to pay for your items. Please look below conniecook.co.uk various ways of protecting your information.
Security
We use the latest 128bit security to protect your personal information. When you enter personal details in the checkout pages you are in the secure website.
Most browsers display a small padlock symbol on your browser to reassure you this is secure.
Some operating systems will display a message too stating that you are entering into a secure website. If at any time you leave the secure area of the site, your operating system may remind you that you are leaving a secure part of the site. You will be asked if you want to cancel this reminder for future occasions.
Cookies Explained
We may use technology to track the partners of behaviour of visitors to our site. This can include using a “cookie” which would be sorted on your browser.
The information collected in this way is also used by our servers to identify you and to facilities you’re logging in as a member.
Privacy policy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the data protection act 1998.
We collect information about you for the following reasons:
To process your order
To administer our business
For statistical purposes to improve our service to our customers if you have agreed; to notify you of products or services that may be of interest
We will send you email promotions and information. We will also give you the chance to refuse and remove yourself from any marketing email from us.
The type of information we will collect about you includes:
- Your name
- Address
- Phone number
- Email address
You can check the information that we hold about you by logging in as a member and viewing/updating membership detail. If you find any inaccuracies you will have full control over deleting or correcting them.
The personal information that we hold will be held securely in accordance with our internal security policy and the law.
If we believe an order has been paced fraudulently, or online auction system has been abused, then we may share the information with third parties including the police, credit card companies and other organization that may help to track and/or prevent future occurrences of fraud or abuse.
For more information please visit our “Privacy Policy” page.
Site features
Special Site Features In addition to our product range (1000’s of product lines) and our everyday low low prices, features:
SAVED QUOTES - If you don’t have time to finish your shopping – you can save the contents of the shopping cart at any time by simply clicking “Save Quote”. This is essentially a “Save Cart” facility. You will then be requested for a reminder “tag”. You can have as many saved quotes as you wish and recall them at any time by clicking “Recover Quote”.
We\are SECURE – The risk of credit card fraud is 100 times greater when you hand your card to the waiter in a restaurant than when you shop on the Internet!
Modern day encryption technology, used by many Internet stores similar to ourselves, virtually eliminates credit card fraud on the Internet.
The purchase area of our site is secure – this means that we utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details.
Information passed between your computer and our web site cannot be read in the event if it is intercepted by someone else.
When you place an order you are automatically connected securely to our Secure Web Server. You may receive a warning message from your browser depending on how it is configured. The padlock shown on your browser and the change of the URL from “http://” to “https://” confirms you are in the secure part of the website.
Shopping on line on conniecook.co.uk is as secure as shopping in any store. Please note that in the interest of security, Connie Cook Distributions will never ask for your full username, password or credit card details via e mail, pop-ups, of for any purpose other than registering or placing an order on conniecook.co.uk.
Store Location
1. Can I collect my order from your showroom?
Can I collect my order from your showroom?
Due to the higher costs involved in face to face transactions we are not open to walk in customers with orders below £1,000 (in which case payment will have to be made in store with cash or credit card). If your order is below this value, feel free to use this web store to place your orders.
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