Frequently Asked Questions
Can I cancel my order?
After our system has created an order number, all prices are locked-in and binding. This applies whether you are buying from us or selling to us. Not completing an order will lead to liquidation, and market loss will be assessed as per our Terms of Sale. Future orders will not be accepted until all market loss fees are paid in full.
Does tarnish, scratches or dents affect the value of my bullion? Should I clean it?
Never clean bullion if you are unsure of its value. Tarnish is only a natural reaction to oxygen and sulfur on the bullion itself. Blemishes such as tarnish, scratches, dents, and milk spots are often caused by the minting process or during handling, and are commonly found in uncirculated mint condition silver and gold coins, wafers and bars. Any reputable dealer will know that these such blemishes will not affect the value of the bullion, as the value of bullion is based on the weight and purity of the metal.
What do I do if my shipment is damaged?
See the section regarding Damaged Shipments in our Terms of Sale for instructions and details. Once a damaged shipment is returned to us, we will re-ship your order. Whenever possible, re-shipment is done using a different carrier to avoid a possible recurrence of the issue. For all orders all our packages are blue security sealed if this shows VOID we suggest the package be returned to us for further investigation, refunds and or replacements can then be processed..
What is the cash discount?
The cash discount will apply to all methods of payment other than Credit Card and PayPal. This discount is already worked into the product pricing as listed on the website, so if you do pay by Credit Card or PayPal, you’ll find the percentage-based price difference added on to the total of your order.
You can also accumulate points and use on any future orders placed with us.points are valued at £00.01 and may change from time to a higher amount depending on your re-order status.
When can I expect my order to ship?
Your order will be scheduled for packing and delivery based on the date your payment is received, according to payment type and clearing times, as well as any product exceptions noted at the time your order was placed. Please review your confirmation emails for pertinent details. If your payment type has a lengthy clearing time, delivery will be delayed until this clearing time has been completed. Visit our payment page for clearing times. If you have any outstanding orders in Pending status, shipping will be delayed on paid orders as per our Terms of Sale. Larger orders will be staggered in transit for security, insurance, and weight restrictions. You will be sent a unique tracking number for each package. Not sure if you'll be available for delivery? Contact us to have your shipment scheduled accordingly.
We do 3 levels of Delivery (based on order value): These are automatically calculated on checkout
1. 2nd Class signed for 3-5 days Royal Mail for orders £15-£99.99
2. 1st Class signed for 1-3 days Royal Mail for orders £15-£99.99
3. Next Day Special Delivery Royal Mail for orders over £15-£99.99
4. The Special delivery is used on all order above £100 and is FREE
Why won't you accept my credit card?
For security, our system only supports credit cards that have been set up with Verified by Visa and MasterCard Secure Code. If you’re experiencing issues, we suggest that you try using PayPal as your payment option to pay by credit card.
Do you insure your shipments?
Every package we ship over £100 is insured, tracked and requires a signature upon delivery. Packages are discreet, and there is no indication on the shipment or label of the contents. We use pseudonyms on the return address to provide further security in transit so as to not identify the nature of goods in the package.
All orders regardless of value require a signature on delivery, All order are trackable usually after 6pm on day of despatch through Royal Mail a tracking number will be provided to you.
I have paid for my order. Why is my account still pending?
Please allow 24-48 hours for your payment to be processed through the bank and our system. Once your payment has been applied to your account, you will receive a confirmation email. If your account has still not moved to processing within 2 business days, or you have not received a payment confirmation email, please contact us.
Why do I have to wait for my payment to clear?
Due to a high level of fraud in our industry, we require an extended period of time for the bank to confirm the legitimacy of funds. Payment clearance begins on the date we receive the funds and the time-frame will vary based on your payment method and country of residence. Please visit our Payment page for further information regarding payment clearance.