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FAQs

Frequently Asked Questions

My product is faulty or broken what do I do?

In the unlikely event you receive a damaged/incorrect/faulty product please contact us immediately to let us know so we can investigate and rectify the problem. For further information on our Warranty policy please visit our Warranty policy page.

Can I cancel or change my order?

We will cancel your order without penalty if you notify us within the first 24 hours after you have made your purchase. For more information on our Refund policy visit our Refund policy page.

Do you deliver outside of Australia?

Unfortunately no we do not sell or ship products outside of Australia.

What are your payment options?

Our payment options are listed in the footer of our website and they include Visa, Master Card, American Express, PayPal, AfterPay, ZipPay & ZipMoney and Direct Bank deposit. We also accept the following digital wallet payment platforms; Apple Pay, Google Pay and Shop Pay. Please note for payments via bank deposit we cannot secure the stock or dispatch an item until we receive cleared funds. We recommend you send us a screen shot of the receipt of payment to cs@johncootes.com.au to speed up the process.

What is the difference between your interest free options of AfterPay & Zip?

AfterPay will split your purchase into 4 instalments You'll pay your first instalment at the time of purchase, and the remainder every fortnight, with interest-free instalments, the only fees are for late payments. Maximum purchase of $1,500.

Checkout with Zip and pay nothing today. Choose your repayment schedule - weekly, fortnightly or monthly. No outstanding balance, no fees. 0% interest always for purchases up to $1,000. For purchases between $1,001 - $3,000 enjoy 0% interest for 6 months. For purchases between $3,001 - $4,000 enjoy 0% interest for 12 months. For purchases between $4,001 - $5,000 enjoy 0% interest for 24 months. 

Are you on Facebook or Instagram?

Yes we are on both Facebook and Instagram. Follow us to keep up to date with new products and promotions.

Is shipping really free on everything?

Yes, we have given everyone free shipping on every item if we can deliver to you. For our post code exclusion list please visit our Shipping policy page. If you miss your free delivery additional delivery fees may apply for a redelivery or you may be given the option to collect from a courier depot for free. This will depend on the courier, your location and the size of the item.

Can I delay or change the delivery date?

Once we dispatch your order, the terms of your shipping is handled with the courier company we have dispatched your order through. If certain circumstances need to be changed we encourage you to communicate directly with your courier company using the tracking and order numbers we have provided you with. 

What courier or shipping company will be delivering my order?

We use are variety of courier companies and they include AusPost, Fastway, Toll, Hunter Express and Allied Express. We will provide you with a consignment or tracking number and the link of where you can track your order. This will allow you to have an estimated time of delivery. For more information on Shipping visit our Shipping policy page.

How long will it take to receive my order and how do I track it?

For all estimated delivery times for your state please visit our Shipping policy page. We will provide you with tracking details after your order has been dispatched usually within 48 hours after you purchased.

I received my tracking details but they aren't showing up on the courier sites tracking system?

The tracker is issued when an order has been booked in. If your tracker isn't immediately showing any details it can usually be because the item has not been picked up from the warehouse yet, rest assured check back in a few hours and it should be there.

When will a certain product be back in stock?

We can't guarantee when or if a certain product will ever be back in stock. If you wish to subscribe to our mailing list and/or follow us on social media we usually make announcements on stock updates, promotions and new product arrivals.

Do you only have an online store and what happened to your physical stores?

John Cootes is now fully online and does not operate from any showroom. To read more click on our About us page.

Do you have an address?

All our shopping is done online via the website, however our physical address for our head office is; 

Unit 4b-4 Newington Rd, Silverwater, New South Wales, 2128

For any enquires relating to John Cootes please contact us via email cs@johncootes.com or via Live Chat.