Gold Factory Jewellery Delivery Guide Secure, Insured UK & International Jewellery Delivery At Gold Factory, we understand that jewellery is a valuable and often highly personal purchase. Whether you are ordering 22ct gold jewellery, diamond jewellery, bridal jewellery, rings, bangles, chains, necklaces, earrings, pendants or another precious item, we take particular care with the way your order is prepared, protected and delivered. Our delivery procedures are designed around the value and nature of jewellery rather than treating it like an ordinary parcel. Depending on your order, we may use insured delivery, tracking, signatures, identity verification or enhanced delivery arrangements. Gold Factory 294 Farnham Road Slough UK SL1 4XL Telephone: 01753 536800 Website: www.goldfactory.co.uk
UK Jewellery Delivery FREE Insured UK Delivery on Jewellery Up to £500 Gold Factory provides FREE insured UK delivery on all qualifying jewellery orders with a total goods value of up to and including £500. There is no delivery charge for qualifying jewellery orders valued at £500 or less. The service is designed to provide secure delivery appropriate for valuable jewellery and may include tracking, insurance and delivery confirmation depending on the service used.
Same-Day Dispatch Before 1pm We know customers often want their jewellery as quickly as possible. For jewellery that is: • in stock; • fully paid for; • ready to send; and
• not awaiting additional security checks, orders placed before 1:00pm are normally dispatched the same working day. Orders received after 1:00pm will normally be prepared for dispatch on the next available working day. Same-day dispatch relates to when the parcel leaves Gold Factory. It does not mean that delivery itself is guaranteed on the same day.
When Same-Day Dispatch Does Not Apply Some jewellery requires additional preparation before it can safely be dispatched. Same-day dispatch may therefore not be possible where your order requires: • ring resizing; • bangle sizing; • chain shortening or lengthening; • engraving; • personalisation; • stone setting; • jewellery alterations; • bespoke manufacture; • made-to-order jewellery; • special ordering; • additional payment checks; • identity verification; • address verification; or • enhanced fraud-prevention checks. Where additional work is required, your jewellery will be dispatched once the work has been completed and the item is ready to send.
UK Orders Over £500
Jewellery orders valued at more than £500 require an enhanced insured delivery service appropriate to the value of the parcel. The standard charge for qualifying UK insured delivery above £500 is: £14.99 Insured UK Delivery Depending on the value and nature of the jewellery, Gold Factory may increase the level of security or use an alternative secure delivery arrangement. The final applicable delivery method will be shown or confirmed before dispatch.
How Gold Factory Protects Your Jewellery A small jewellery parcel can contain a substantial amount of gold, diamonds or other precious materials. For this reason, Gold Factory may use enhanced security procedures that are not normally required for ordinary online purchases. Depending on the value and circumstances of your order, these measures may include: • insured delivery; • full parcel tracking; • secure protective packaging; • discreet outer packaging; • signature confirmation; • photographic identification; • payment verification; • billing-address checks; • delivery-address verification; • fraud-prevention screening; • personal delivery; and • additional security for particularly valuable jewellery. These procedures are intended to protect our customers and Gold Factory against theft, fraud, loss and misdelivery.
Secure Jewellery Packaging
Gold Factory takes care when preparing jewellery for dispatch. Orders may be placed in appropriate jewellery presentation packaging before being protected within additional secure outer packaging. Where appropriate, we may use discreet external packaging so that the contents and value of the parcel are not obvious from its appearance. Additional packaging methods may be used for particularly valuable or delicate jewellery.
Tracking Your Order Where tracking is available, tracking information may be provided once your jewellery has been dispatched. Tracking allows the progress of your parcel to be followed through the delivery network. The amount of tracking information available may vary depending on: • the delivery service; • order value; • destination; and • security arrangements.
Signature on Delivery Many Gold Factory jewellery deliveries require a signature or another form of delivery confirmation. For higher-value orders, the recipient may also be required to provide identification. Where identification is requested, the name shown may need to correspond with the customer or authorised recipient named on the order.
High-Value Jewellery Delivery Gold Factory may increase the security level of an order where we believe additional protection is appropriate. This may apply where: • the order contains particularly valuable gold jewellery;
• high-value diamond jewellery is involved; • the parcel value is unusually high; • additional insurance is required; • the payment requires further verification; • the delivery address requires additional checks; or • there is an increased fraud or security risk. Where appropriate, Gold Factory may replace the delivery method originally selected with a more secure alternative.
Personal Delivery for Certain High-Value Orders For particularly valuable jewellery, Gold Factory may arrange personal delivery by authorised personnel or another enhanced-security delivery method. Where personal delivery is arranged: • Gold Factory may contact the customer to agree a delivery period; • the named customer may be required to receive the jewellery personally; • photographic identification may be required; • the identification may need to match the order; • the customer may be required to sign for the jewellery; and • delivery to another person may be refused. For security reasons, certain high-value jewellery orders may not be left with: • neighbours; • communal reception areas; • unattended locations; • unrelated third parties; or • another person who has not been authorised by Gold Factory to receive the parcel.
Delivery to a Different Address
Where a customer asks us to deliver valuable jewellery to an address different from the billing address, Gold Factory may carry out additional security checks. We may request reasonable evidence confirming: • the customer’s identity; • the billing address; • the requested delivery address; or • the customer’s connection with the requested delivery location. Gold Factory may refuse to send valuable jewellery to an alternative address where satisfactory verification cannot be completed.
Workplace Deliveries Where jewellery is being sent to a place of work, Gold Factory may request additional information linking the customer to that address. For particularly valuable orders, delivery to a workplace may not be accepted if we consider the proposed arrangements insufficiently secure.
Changing Your Delivery Address If you need to change your delivery address after ordering, contact Gold Factory before the jewellery has been dispatched. We cannot guarantee that an address can be changed once: • payment verification has been completed; • security checks have been completed; • insurance has been arranged; • the parcel has been prepared; or • the jewellery has already entered the delivery network. Additional delivery or insurance costs may apply where changing an address creates additional charges.
Multiple Orders
Customers sometimes place several Gold Factory orders before an earlier order has been dispatched. Where this happens, Gold Factory may either: combine the orders into one secure parcel, or send the orders separately. The decision may depend upon: • jewellery value; • insurance limits; • destination; • parcel security; • when each item becomes ready; • packaging requirements; and • delivery arrangements.
Combined Orders Where several orders are combined into one parcel, the combined order will normally be dispatched when all items included within the parcel are ready. For example, if one item is ready immediately but another requires resizing, combining the orders may mean that both pieces are dispatched once the resized jewellery has been completed.
Separate Orders Where orders are dispatched separately, separate delivery or insurance charges may apply where appropriate. Where Gold Factory chooses to combine orders after separate delivery charges have already been collected, the charges will be handled consistently with the delivery service actually provided and the customer’s applicable rights.
Missed Deliveries If nobody authorised to receive the parcel is available when delivery is attempted, the delivery provider’s secure missed-delivery procedure may apply.
Depending upon the service used, this could involve: • another delivery attempt; • collection from a secure facility; • further identity verification; • return of the parcel to Gold Factory; or • arrangement of another delivery. Where repeated redelivery creates additional costs because of circumstances relating to the customer, reasonable additional charges may apply where legally permitted.
International Jewellery Delivery Gold Factory provides international delivery to many destinations around the world. International delivery availability depends on factors including: • destination country; • jewellery value; • insurance availability; • local import restrictions; • customs requirements; • security conditions; and • the type of jewellery being purchased. International orders are normally dispatched using an appropriate secure, tracked and insured delivery service selected by Gold Factory.
International Security Checks Before dispatching valuable jewellery internationally, Gold Factory may carry out additional checks. These can include: • customer identity verification; • payment verification; • billing-address verification;
• delivery-address verification; • fraud-prevention checks; and • insurance approval. Dispatch may be delayed until any necessary checks have been completed.
International Delivery Charges Our international delivery charges consist of: a fixed delivery charge for the destination plus 1% of the total jewellery order value for insured delivery. The international pricing structure is based on the destination charges contained in the delivery information supplied to Gold Factory, with the basic delivery price increased by £5 for each destination. Destination Gold Factory Delivery Charge Australia £51.75 + 1% Austria £35.99 + 1% Bahrain £59.99 + 1% Barbados £59.99 + 1% Belgium £35.99 + 1% Bosnia £42.99 + 1% British Virgin Islands £59.99 + 1% Brunei £59.99 + 1% Bulgaria £39.99 + 1% Canada £40.00 + 1% Canary Islands £42.99 + 1% Croatia £29.99 + 1% Cyprus £39.99 + 1%
Destination Gold Factory Delivery Charge Czech Republic £39.99 + 1% Denmark £29.99 + 1% Egypt £59.99 + 1% Estonia £39.99 + 1% Finland £39.99 + 1% France £35.99 + 1% Germany £35.99 + 1% Gibraltar £42.99 + 1% Greece £35.99 + 1% Greenland £42.99 + 1% Grenada £59.99 + 1% Guernsey £42.99 + 1% Hong Kong £49.99 + 1% Hungary £39.99 + 1% Iceland £42.99 + 1% India £59.99 + 1% Indonesia £49.99 + 1% Israel £59.99 + 1% Italy £43.99 + 1% Japan £49.99 + 1% Jersey £42.99 + 1% Kuwait £59.99 + 1% Latvia £39.99 + 1% Liechtenstein £29.99 + 1% Lithuania £39.99 + 1%
Destination Gold Factory Delivery Charge Luxembourg £35.99 + 1% Malaysia £49.99 + 1% Malta £39.99 + 1% Mexico £34.99 + 1% Monaco £35.99 + 1% Netherlands £35.99 + 1% New Zealand £59.99 + 1% Norway £29.99 + 1% Oman £59.99 + 1% Poland £39.99 + 1% Portugal £35.99 + 1% Puerto Rico £34.99 + 1% Qatar £59.99 + 1% Republic of Ireland £43.99 + 1% Romania £39.99 + 1% Saudi Arabia £59.99 + 1% Singapore £49.99 + 1% Slovenia £39.99 + 1% South Korea £49.99 + 1% Spain £35.99 + 1% Sweden £29.99 + 1% Switzerland £29.99 + 1% Trinidad and Tobago £59.99 + 1% Turkey £42.99 + 1% Ukraine £42.99 + 1%
Destination Gold Factory Delivery Charge United Arab Emirates £59.99 + 1% United States £34.99 + 1% Venezuela £61.99 + 1%
How the International 1% Insurance Charge Works The additional insurance amount is calculated against the value of the jewellery, not the delivery charge. Example – £500 Jewellery Order to the United States Jewellery value: £500 International delivery: £34.99 Insurance at 1%: £5.00 Total delivery cost: £39.99 Example – £2,000 Jewellery Order to the UAE Jewellery value: £2,000 International delivery: £59.99 Insurance at 1%: £20.00 Total delivery cost: £79.99 Example – £5,000 Jewellery Order to India Jewellery value: £5,000 International delivery: £59.99 Insurance at 1%: £50.00 Total delivery cost: £109.99 The final applicable delivery charge will be confirmed before the order is completed.
International Customs, Import VAT and Duties Orders delivered outside the United Kingdom may be subject to charges imposed by the destination country. These may include: • customs duty;
• import VAT; • local taxes; • customs-clearance fees; • administration charges; • handling fees; or • other import charges. Unless Gold Factory expressly states otherwise, these overseas charges are not included in the amount paid to Gold Factory. They are imposed by the relevant overseas authorities. Customers should check the import rules applicable to their destination before ordering. Gold Factory cannot guarantee or determine the amount another country’s customs or taxation authorities may charge.
Customs Delays International orders may occasionally be delayed while passing through customs or border controls. Possible causes include: • customs inspections; • import documentation; • duty or tax processing; • security inspections; • local delivery procedures; or • government requirements. These processes are outside Gold Factory’s direct control. Where reasonably possible, we will provide appropriate shipment information to assist with a legitimate customs enquiry.
Damaged or Tampered Parcels Please inspect your parcel promptly when it arrives.
If the packaging appears: • damaged; • torn; • opened; • resealed; • interfered with; or • otherwise suspicious, we recommend taking photographs before opening it. Please contact Gold Factory promptly if you believe a parcel has been damaged or tampered with. Early notification helps us preserve evidence and investigate any problem with the delivery provider.
Lost or Missing Jewellery Deliveries If a tracked parcel does not arrive when expected, contact Gold Factory as soon as possible. We can then investigate the shipment and, where appropriate, raise an enquiry with the delivery provider or insurer.
Delivery Delays Although Gold Factory aims to dispatch qualifying in-stock orders placed before 1pm on the same working day, occasional delays may arise. These may result from: • stock availability; • jewellery manufacturing; • alterations; • resizing; • engraving; • payment checks; • fraud-prevention checks;
• address verification; • customs; • courier disruption; • severe weather; • public holidays; • industrial action; • transport problems; • government restrictions; or • circumstances outside our reasonable control. Where we become aware of a significant delay, we will endeavour to keep the customer informed.
Frequently Asked Delivery Questions Do Gold Factory offer free UK jewellery delivery? Yes. Gold Factory provides FREE insured UK delivery on qualifying jewellery orders valued at up to and including £500.
What happens if my jewellery order is more than £500? Qualifying UK orders valued above £500 are normally subject to an insured delivery charge of £14.99. Particularly high-value orders may require an enhanced delivery method.
Do you offer same-day dispatch? Yes. Qualifying jewellery that is in stock and ready to send will normally be dispatched the same working day when the order is placed before 1:00pm.
What happens if I order after 1pm?
Qualifying orders received after 1pm will normally be prepared for dispatch on the next available working day.
Does same-day dispatch apply to resized jewellery? Not normally. Where jewellery requires resizing, alteration, engraving, manufacture or another service, it will be dispatched once that work has been completed.
Is my jewellery insured? Qualifying UK jewellery orders are sent using an appropriate insured delivery service. International orders are normally sent using a secure tracked and insured service, with insurance charged according to the international pricing structure above.
Can Gold Factory deliver 22ct gold jewellery internationally? Yes. International delivery is available to many destinations, subject to: • security; • insurance; • customs; • local restrictions; and • product availability.
Can someone else receive my order? This depends on the delivery service and value of the jewellery. For certain high-value orders, Gold Factory may require the named customer to personally receive the parcel and provide photographic identification.
Can I change the delivery address after ordering? Contact Gold Factory as soon as possible.
An address change cannot always be accepted after: • payment verification; • security checks; • insurance arrangements; or • dispatch.
Are overseas customs charges included? Unless Gold Factory expressly states otherwise, foreign customs duties, import VAT and local charges are not included. These charges are determined by the destination country.
Can Gold Factory personally deliver expensive jewellery? Yes. Gold Factory may arrange enhanced or personal delivery for certain particularly high- value jewellery orders where we consider it appropriate.
Important Delivery Information Delivery charges, insurance costs and delivery services may occasionally change because of: • changes in courier prices; • insurance costs; • destination restrictions; • security requirements; or • availability of particular delivery services. The applicable delivery service and price will be displayed or confirmed before your purchase is completed. Nothing in this Delivery Guide is intended to remove or restrict any statutory consumer right that cannot legally be excluded.
Contact Gold Factory
For questions about UK jewellery delivery, international delivery, insured jewellery delivery or high-value orders, please contact: Gold Factory 294 Farnham Road Slough UK SL1 4XL Telephone: 01753 536800 Website: www.goldfactory.co.uk
Visit Gold Factory
Monday to Saturday: 11:00 am to 6:30 pm. Sunday closed.