Click on one of the links below to jump to a question, or scroll down to read through our most frequently asked questions in full.
Delivery
- How much is delivery?
- How are my goods delivered?
- What happens if I am not home to take delivery?
- How will I know when my order is expected to be delivered?
- Can you deliver overseas?
Payment
- Can I pay online by debit or credit card?
- Are there any other methods of payment?
- Do I have to pay VAT on bullion products?
- What is 3D Secure/Authentication on card payments?
- Do I have to provide identification to buy from you?
Services
Order Delays
- What can cause my order to be delayed?
- Why do you carry out additional checks?
- Can this happen to an existing customer?
- How long will it take?
- Do I need to do anything?
DELIVERY
Fully insured delivery is included in the price. Click here to view alternative delivery options.
If funds are cleared by 3pm, most orders will be dispatched the same day, subject to any additional security checks. If dispatch is delayed due to high demand this will be communicated on the home page and/or at checkout.
All orders are shipped fully insured and parcels over £150 will require a proof of delivery upon receipt in the form of a photo, signature or GPS coordinates. For your convenience, when your items are dispatched you will be emailed an online tracking number. All items dispatched will be covered by our ‘goods in carriage’ insurance policy provided by Lloyds of London.
Our policy covers each package up to the value of £50,000 up until the point it is signed for at the delivery address, once signed we can accept no liability for your goods. Furthermore we also accept no liability for items once signed for at work addresses or houses of multiple occupancy.
Our company guidelines state that we should, wherever possible deliver to the address where the source of payment is registered.
Customers who would like to request delivery to another address can call our customer service team on 0121 369 3000 prior to placing an order and we will be happy to discuss other available options.
What happens if I am not home to take delivery?
The courier will normally leave an ‘Attempted Delivery’ card so that you can rearrange an alternative delivery date or collect the parcel from your local Royal Mail sorting office with ID, however we recommend referring to your tracking page for the current status of your delivery. Your parcel will remain fully insured up until the point it is signed for.
How will I know when my order is expected to be delivered?
We will send you a dispatch email which will include your tracking number as soon as your parcel is handed over to the courier. Dispatch emails are sent automatically at roughly 19:00 each evening.
At present we only offer delivery within the UK (including the Isle of Man and Channel Islands). Due to changes to Royal Mail deliveries in Jersey, we can no longer offer Next Day deliveries in this region. Deliveries are expected to take two working days following the day of posting.
Customers having items delivered to an address in Jersey will have to pay 5% goods and services tax (GST) on all products and delivery costs (where paid).
Why am I being charged GST?
Goods and Services Tax (GST) is a tax on sales of goods and services in Jersey. GST is charged at 5% on most goods and services including Bullion and Coins. As an importer of goods into Jersey we are legally required to charge GST on our products.
Why are you charging GST on items below the de minimis amount?
As a large retailer we must charge GST on all sales, not just those above the current minimis limit of £60.
If I am a GST registered trader, can I reclaim the GST paid?
Yes, you can reclaim the GST paid importing the goods into Jersey. Further information is available here: https://www.customs.gst.gov.je/
Please consult a local customs agency or the relevant government websites for further information and guidance.
Please note: It is your responsibility to pay any tax, duties or other charges due.
PAYMENT
Can I pay online by debit or credit card?
We accept online payments with credit cards up to the value of £10,000 and debit cards up to the value of £30,000. Please note that this limit may change at our discretion.
There is no payment surcharge for payments made with a credit card. Click here for further information about paying by debit or credit card.
Are there any other methods of payment?
For many of our customers the easiest way to pay us is by bank transfer. We also accept personal cheques. Cheques require four (4) full working days to clear with the bank prior to dispatch.
Please note that we no longer accept cash payments at our trade counter. For further information please see our full range of payment options.
Do I have to pay VAT on bullion products?
As of 1 January 2000, investment gold is NOT subject to VAT in the UK and throughout the EU. Silver bullion products are subject to VAT at the current standard rate of 20%.
Please note: Alternative VAT rates may be applicable for customers from the Channel Islands. Please see [www.customs.gst.gov.je](https://www.customs.gst.gov.je) for more information.
What is 3D Secure/Authentication on card payments?
3-D Secure/Authentication is an additional layer of security for online credit and debit card transactions. Initially introduced by Visa under the name of Verified by Visa, 3-D Secure has also been adopted by MasterCard as MasterCard Identity Check. It is a worldwide security program that many banks and building societies opt into.
Given the nature of the products we supply, we have to ensure the highest level of security. As a result we can only accept card payments that go through the additional 3-D Secure security process.
Do I have to provide identification to buy from you?
At GOLD.co.uk we take financial security very seriously, but customer orders do not typically require any additional ID to be provided. As per our insurance/legal requirements however, we may contact you to confirm some additional security details if there is ever any information we need to verify. If ID is required a member of the compliance team will be in touch once the order has been placed to confirm what is needed.
If you are buying on behalf of a company we will require further information. Please call us for guidance.
PRODUCTS & SERVICES
Do your gold products come with an assay certificate?
Some, but not all, of our gold bars come with an assay certificate or card. These bars are usually 100g in weight or less, and vacuum sealed in plastic onto a cardboard backing.
All gold bullion bars sold on GOLD.co.uk are 24 carat and therefore 999.9 pure gold. All gold bullion bars are stamped with their specifications, such as 999.9 indicating the purity of the bar or the manufacturer's name and logo.
Larger gold bars (250g, 500g and 1 kilo) are typically cast (moulded) rather than minted, making them less suitable for certificates and packaging. Customers can rest assured that all of our brand-new bars come direct from LBMA-approved refiners and are bought directly from the refiner to ensure authenticity. Similarly, we use an array of high tech kit to test ALL bullion sold back to us.
Bullion coins (including those produced by The Royal Mint) do not come with certificates. We buy our current year coins from the mint directly, whilst second hand coins are thoroughly tested to ensure their authenticity.
Do you buy back coins and bars?
Yes, if you are considering selling your silver or gold coins and bullion please get in touch. We aim to give highly competitive prices, even if you haven’t dealt with us before please get in touch on 0121 369 3000 to discuss your options, you can also view the Sell to Us page.
ORDER DELAYS
What can cause my order to be delayed?
Most Gold.co.uk orders move through our usual processing and dispatch process quickly. Occasionally, however, an order may need some additional checks before we can send it on its way. These checks are an important part of how we protect our customers, prevent fraud and meet our legal and regulatory responsibilities.
We have measures in place to help protect our customers and Gold.co.uk against fraudulent activity, which means from time to time, we may need to take a closer look at an order before we can continue processing it.
This doesn't mean you've done anything wrong or that there's necessarily a problem with your order. It's simply part of the checks we carry out to help keep transactions and customers' money secure.
Why do you carry out additional checks?
Like other reputable businesses handling high-value transactions, we have responsibilities around Anti-Money Laundering (AML) and the prevention of financial crime. Our internal processes help us meet these responsibilities while also providing additional protection against fraud.
For security reasons, we don't publish details of how individual orders are selected for additional checks as doing so could make those safeguards less effective.
Can this happen to an existing customer?
Yes. Additional checks aren't limited to new customers or first orders. They can take place on any account or order, including those belonging to customers who have bought from us before.
Being asked for additional information, or having an order undergo further checks, doesn't mean we believe you've done anything wrong. These processes form part of the security measures we have in place for all our customers.
We know that once you've placed an order, you want to receive it as quickly as possible. And in many cases, additional checks can be completed within a couple of hours. However, some may take longer depending on the individual circumstances of the order and because every case is different, we can't always provide an exact timeframe in advance.
Our team will work to complete any necessary checks as quickly as possible whilst making sure they're carried out properly.
Each case is different. From time to time, you may need to help us carry out additional checks and if that's the case, we will be in touch immediately to discuss this and guide you through the process. Once those checks have been completed, your order will continue through our usual packaging and dispatch process, before we then let you know when it's on its way.
