Frequently Asked Questions
Ordering
How can I place an order?
Order your new purchase quickly and securely at James Cooke . First, add the desired products to your shopping cart. When you have finished shopping you can click on the shopping cart icon at the top right of the website and then on 'Order'. In step 2 you can choose to create an account or if you already have an account, log in. You can also order without creating an account. In step 3 you enter your delivery address and payment method. Step 4 gives you an overview of your order and chosen payment method. When you agree to the terms and conditions in step 4, you can place your order. We will make sure you receive your product as soon as possible.
How can I see the status of my orders?
After placing your order, you will receive an order confirmation e-mail from us. As soon as your package leaves our warehouse you will receive an e-mail from DHL with the track & trace code, with which you can follow the package on the DHL site.
Can I also order for business?
You cannot order business from us. For a business order we refer you to www.wegterbrands.com
What are the shipping costs?
For orders under €25 in the Netherlands, Belgium and Germany, shipping costs are €9.95. For orders over €25, shipping is free.
Can I pick up my order?
It is not possible to pick up orders from us, we only deliver.
Pay
What payment options are available?
In our webshop you can pay safely through your own bank with iDeal, with your credit card (Visa and Mastercard), or pay afterwards with PayPal. When paying with PayPal, you can choose the option Post-payment. When completing your purchase, PayPal will pay the seller for you and the money will not be deducted from your bank account for 21 days.
Do the prices listed include VAT?
The prices listed on our webshop include 21% VAT.
Delivery
How does delivery of my package work?
We ship our packages with DHL. You can choose a pickup point or home delivery. If you choose home delivery, it will be offered once. If you are not at home, we will try to deliver it to your neighbors. If that also fails, the package will be delivered to a pickup point where you can pick it up yourself. DHL will provide you with a link to track your package. For large orders it is possible that we choose a different carrier, because of the weight of the order.
Do you also deliver to other countries?
We deliver only in the Netherlands, Belgium and Germany.
Do you also deliver by PO Box or reply number?
We do not deliver orders to P.O. Box addresses or response numbers.
What is the delivery time of an order?
We will of course deliver your items as soon as possible, if in stock. When you place an order on weekdays before 2 p.m., your order will be shipped the same day. Your order will usually be delivered the next day (Tuesday to Saturday). During promotions and holidays the delivery time may be longer.
Can I control when my order is delivered?
Yes, using the link in the DHL shipping confirmation, you can specify when you want to receive your package.
Returning
What is the return period?
Your order may be revoked within 14 days of receipt. After that, you have 14 days to return it. See the frequently asked question "How can I return my order" for instructions.
What to do with a defective or damaged item, incomplete or incorrectly received order?
Send an email to [email protected] with pictures of the damage, order number and item numbers. In case of an incomplete or wrongly received order, you can also send an email. Please include the order number and item numbers. We will provide an appropriate solution.
When will I receive my refund?
If you withdraw from the contract, you will receive back from us all payments you have made up to that point, including delivery costs without delay and in any case no later than 14 days after we have been informed of your decision that you wish to withdraw from the contract.
How can I return my order?
For free returns, please note the following: If you notify us of your return within 14 days of withdrawal via [email protected] with the subject "Return order" mentioning your order number, you will receive a return form and return label to print out. Fill out the return form completely and send it back to us. Stick the return label on your return package and return your package free of charge via a DHL point. Of course you can return the products on your own initiative via another carrier, in which case the costs will be for you. More information about the right of withdrawal can be found on the page: returns.
Can I exchange an item?
It is not possible to exchange an article through the webshop. You can return the article and order the new article through the webshop.
Warranty and complaints
How long do I have a warranty on my purchases?
Any product purchased from James Cooke is covered by the legal warranty. This means that a product is or must do what you as a customer may reasonably expect of it. If your purchased product is no longer working properly, while you may still expect it to, we will work with you to find a good solution. If the defect falls under the warranty, we can, depending on the product and the nature of the defect, provide a repair, replacement or refund of the purchase price. Please contact us at [email protected]. What is excluded from warranty? normal wear and tear and aging, such as the discoloration of tableware; defects that did not occur because the product was not used "normally," such as through improper use, use of consumer products for professional purposes or disassembly. When does the warranty lapse? breakage of the product (unless caused by normal use). if during investigation it appears that the product has already been tried to repair by a third party. In that case the investigation costs will be at your expense.
How can I report a complaint?
Of course, it can happen that a delivered item is faulty and deviates greatly from what was agreed upon. In this case, please contact us so we can work together to find a solution. We assess: Whether there is a justified complaint. If so, how we are going to resolve the complaint and how we can prevent the complaint in the future. Should you have a complaint about our products or our service, please contact our customer service [email protected] or via the contact form. A substantive response to the complaint will be given within 14 days of receipt. Are you not satisfied with the handling of your complaint? Then you can submit it to the Dispute Commission via the European ODR Platform (http://ec.europa.eu/consumers/odr/).