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FAQ's

FAQ's

  • Do I have to order online?

    We can also accept your order by telephone. Call us on 0800 012 1771. One of our dedicated customer service advisers will be happy to take your order. Our lines are open Monday – Friday, 9am -5pm.

    Please note, when placing telephone orders, the delivery address must be the same as your billing address. This is to protect against fraudulent claims. If you would like your order delivered to an address other than your billing address we would ask that you place your order though our website.

  • Do you sell gift vouchers?

    Unfortunately we are unable to sell gift vouchers at the moment.

  • Do you deliver to my country?

    We deliver to UK, Ireland and Jersey.

  • Which courier company do you use?

    We use DPD and Royal Mail for all our deliveries.

  • Can I pick up my order from your warehouse?

    Unfortunately it is not possible to pick up orders from our warehouse. If you opt for our 'Collect in Store' option you can pick your order up from Moores of Coleraine.

  • I need more information about a product.

    We make every effort to provide as much information about our products as possible. If however you do require any further information you can ask a question through the ‘Question’ tab on each product page.

  • I'm having trouble with my basket.

    The most common resolution for this problem is to delete the cookies on your PC and try again. If the problem persists click here to contact us via email or call us on 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm.

  • I'm getting lots of pop-up ads when viewing your site.

    Captain Cooks does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware, which is available to download online.

  • When will I pay?

    Payment is taken at the time of order.

  • How can I pay?

    We accept Maestro, Solo, Delta, Electron, Visa and Mastercard. Should you wish to place your order online we can also accept PayPal.

  • Can I change or cancel my order?

    At Captain Cooks we endeavour to have your order with you as quickly as possible. This does however mean we operate a quick processing and dispatch policy. We therefore ask that customers who wish to change or cancel their order click here to contact us via email or call us on 0800 012 1771 within one hour of placing the order. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number.

    We will of course make every effort to change or cancel the order after this time however can not guarantee this will be possible. If in the event your order is already dispatched, you do have the option of returning it to us. Please read our Returns Policy and Procedure for full details.

  • I haven't received a reply to my query.

    We endeavour to respond to all customer enquiries within two working days. If you have not received a response in this time we would firstly ask that you check the junk or spam folders in your email account. If you still have not received a reply please call us on 0800 012 1771. One of our dedicated customer service advisers will be happy to help. Our lines are open Monday – Friday, 9am -5pm.

  • Can I track my order?

    We confirm dispatch of all orders by email. Should you require any further information on the whereabouts of your order you may of course contact our dedicated customer service team. Click here to email or alternatively call 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number.

  • When will my click and collect order be ready?

    Click & Collect orders will be ready in 1-2 working days. You will receive an email when your order is ready for collection.

  • Where do I collect my order in store?

    Our collection area is located in our Menswear department on the ground floor within Moores of Coleraine.

  • I have received my delivery but the item is damaged.

    We make every effort to ensure your order is packed securely. In the unlikely event that you have received your order in a damaged condition please contact our dedicated customer service team. Click here to email or alternatively call 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number and details of the damage. You have 5 days from receipt of the damaged item to contact us.

  • The item I purchased has a developed fault.

    Please contact our dedicated customer service team. Click here to email or alternatively call 0800 012 1771. Our lines are open Monday – Friday, 9am -5pm. You will be required to quote your order reference number and details of the fault.

  • Can I return my goods in person to your warehouse?

    Unfortunately we are unable to accept any orders returned in person to our warehouse. You can however return your order to our store, Moores of Coleraine.

  • Do I have to pay for return postage?

    If you change your mind or are returning an unsuitable item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

    Please note, the item is your responsibility until it reaches us. For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

  • Why have you not refunded the delivery charge?

    If you have paid a charge for our basic delivery service we will refund this if your entire order is returned for a refund. Our Express and Next Working Day delivery services are non-refundable.