Delivery Process

Gold Factory Delivery Process What Happens After You Place Your Jewellery Order? When you order jewellery from Gold Factory, your purchase goes through a secure process before it reaches you. From the moment your order is received to the moment your jewellery is delivered, we take care to verify, prepare, protect and securely dispatch your purchase. Whether you have purchased 22ct gold jewellery, diamond jewellery, bridal jewellery, a ring, bangle, chain, necklace, earrings or another precious item, our delivery process is designed around security and careful handling. Gold Factory 294 Farnham Road Slough UK SL1 4XL Telephone: 01753 536800 Website: www.goldfactory.co.uk

Your Gold Factory Order Journey Your jewellery normally passes through the following stages: Order Received → Payment & Security Check → Jewellery Preparation → Secure Packing → Insured Dispatch → Tracking → Delivery Each stage helps us ensure that the correct jewellery reaches the correct customer safely.

Step 1 – Your Order Is Received Once your order has been successfully placed through www.goldfactory.co.uk, Gold Factory receives your order information. We check details including: • the jewellery ordered; • quantity; • size or specification; • payment status;

• delivery method; • delivery address; and • any instructions relating to the order. Where applicable, you will receive an order confirmation. An order requiring additional verification may remain under review until the necessary checks have been completed.

Step 2 – Payment and Security Checks Jewellery can represent substantial value, so some orders may require security checks before dispatch. Depending upon the transaction, Gold Factory may verify: • payment authorisation; • billing information; • delivery address; • identity; • cardholder information; • unusual transaction activity; or • other information reasonably required for fraud prevention. Most orders will pass through this process normally. Higher-value or unusual transactions may require additional verification before jewellery can be released.

Step 3 – We Check Your Jewellery Before dispatch, the jewellery is checked against the order. Depending upon the product, this may include checking: • product code; • jewellery type; • gold purity; • size;

• weight information; • gemstone details; • quantity; • condition; • requested alterations; and • accessories or certificates supplied with the item. We want to ensure that the item being packed corresponds with the jewellery ordered.

Step 4 – Resizing, Alterations or Personalisation Many Gold Factory products are ready for immediate dispatch. However, additional preparation time will be required where jewellery needs: • ring resizing; • bangle sizing; • chain shortening or lengthening; • engraving; • personalisation; • stone setting; • modifications; • bespoke manufacture; or • other alterations. These items will be dispatched once the required work has been completed and the jewellery has passed its final check.

Step 5 – Secure Jewellery Packing Once your jewellery is ready, it is carefully prepared for delivery. Depending upon the item and value, Gold Factory may use: • jewellery presentation packaging; • protective internal packaging;

• additional cushioning; • tamper-conscious packaging; • discreet external packaging; and • secure parcel preparation. The external parcel may deliberately avoid advertising that it contains valuable gold or diamond jewellery.

Step 6 – Insured Delivery Gold Factory uses an appropriate insured delivery service for qualifying jewellery orders. Our delivery arrangements are selected according to factors including: • value of the jewellery; • destination; • insurance requirements; • parcel size; • security; • international restrictions; and • the nature of the item. For our full delivery prices and international destination charges, customers should refer to the separate Gold Factory Jewellery Delivery Guide on www.goldfactory.co.uk.

FREE Insured UK Delivery Up to £500 Gold Factory provides FREE insured UK delivery for qualifying jewellery orders with a goods value of up to and including £500. There is no standard delivery charge for qualifying jewellery within this value range.

UK Jewellery Orders Above £500 For qualifying UK jewellery orders valued above £500, our standard insured delivery charge is:

£14.99 Particularly valuable orders may require an enhanced delivery arrangement. Where this applies, Gold Factory may contact the customer before dispatch.

Order Before 1pm for Same-Day Dispatch One of the major advantages of ordering in-stock jewellery from Gold Factory is fast dispatch. Orders placed before 1:00pm Where the jewellery is: • in stock; • ready to send; • fully paid; • not awaiting alteration; and • not delayed by additional security verification, we aim to dispatch the order on the same working day. Orders placed after 1:00pm Orders received after 1pm will normally be prepared for dispatch on the next available working day. Same-day dispatch refers to the parcel leaving Gold Factory. It does not mean the jewellery will necessarily be delivered on the same day.

Working Days Normal dispatch calculations are based on working days. Weekends, bank holidays and public holidays can affect processing and delivery times. Orders placed shortly before or during such periods may therefore take longer.

How Long Does UK Delivery Take? Once dispatched, many UK jewellery deliveries arrive quickly.

A typical insured UK jewellery parcel may arrive on the next working day after dispatch, although this is not guaranteed unless the particular delivery service expressly provides a guaranteed timeframe. Occasionally a parcel may take an additional working day because of: • delivery-network delays; • local depot delays; • severe weather; • transport disruption; • security checks; • peak seasonal demand; or • circumstances outside Gold Factory’s reasonable control.

Why Does Tracking Sometimes Say “On Hold”? Occasionally tracking may show a parcel as: On Hold, Delayed, At Depot, or another similar status. This does not necessarily mean that anything is wrong with your jewellery. For example, the parcel may have reached a local delivery facility too late to be loaded onto the driver’s route that morning. In many such cases, delivery will be attempted on the next available working day.

Tracking Your Gold Factory Order Where tracking is available, customers may receive tracking information after dispatch. Tracking can help you see: • when the parcel has entered the delivery network; • when it reaches a distribution facility; • whether it is out for delivery; • whether delivery has been attempted; and • when the parcel has been delivered.

Tracking information is controlled partly by the delivery network and may occasionally take time to update.

Delivery Confirmation Depending upon the order, delivery may require: • a signature; • photographic identification; • confirmation from the recipient; or • another form of secure delivery verification. For particularly valuable jewellery, Gold Factory may require the named customer to personally receive the order.

High-Value Jewellery Some orders require greater security than ordinary jewellery deliveries. Where appropriate, Gold Factory may: • use a higher level of insurance; • require additional identity verification; • restrict delivery to the named customer; • arrange an agreed delivery period; • use enhanced tracking; • use an alternative secure delivery method; or • personally deliver particularly valuable jewellery through authorised personnel. These procedures help reduce the risk of theft, fraud and misdelivery.

If Nobody Is Available to Receive the Jewellery Where a signature or personal delivery is required and nobody authorised to receive the parcel is available, the delivery provider may: • attempt delivery again; • hold the parcel securely;

• request collection; • require identification; or • return the parcel to Gold Factory. High-value jewellery may not be left unattended.

International Order Process International Gold Factory orders follow the same basic secure process: Order → Verification → Jewellery Check → Secure Packing → Insured International Dispatch → Customs → Local Delivery Additional processing may be required for international jewellery because of: • customs documentation; • international insurance; • destination restrictions; • identity verification; • address checks; and • import requirements.

International Dispatch Times Where international jewellery is in stock and ready to send, Gold Factory aims to dispatch qualifying orders promptly. Orders placed before 1pm on a working day will normally be considered for same-day dispatch where all required checks have been completed. International delivery itself normally takes longer than UK delivery. As a general guide, many international deliveries may arrive approximately 2–4 working days after dispatch, although this is an estimate rather than a guarantee. More distant destinations or customs procedures can increase this period.

Customs and International Orders International jewellery may have to pass through customs before it can be delivered.

The destination country may impose: • customs duty; • import VAT; • local taxes; • handling fees; • customs-clearance charges; or • other import costs. Unless Gold Factory specifically states otherwise, these charges are not included in the Gold Factory purchase price or delivery charge. Customers are responsible for checking the requirements applying in their destination country. Gold Factory cannot determine in advance exactly what another country’s authorities may charge.

Customs Can Delay Delivery Even when Gold Factory dispatches an international parcel promptly, customs may hold it for additional processing. A customs delay can result from: • document checks; • import declarations; • tax collection; • inspection; • local regulations; • security procedures; or • requests for further information from the recipient. These procedures are outside Gold Factory’s direct control.

Bank Holidays and Busy Periods Delivery services can become particularly busy around:

• Christmas; • Eid; • Diwali; • Valentine’s Day; • Mother’s Day; • wedding seasons; • major sales periods; • UK bank holidays; and • other high-demand periods. Gold Factory will continue to process orders as quickly as reasonably possible, but both dispatch and delivery times may be affected.

What Should I Do if My Order Has Not Arrived? If tracking indicates that your jewellery should have arrived but you have not received it, please contact Gold Factory promptly. We recommend contacting us as soon as you become aware of an unexpected delivery delay. This allows us to: • check tracking; • contact the delivery provider; • preserve relevant delivery information; • investigate possible loss or misdelivery; and • make an insurance enquiry where appropriate.

Please Report Missing Parcels Promptly Because insured-delivery providers can impose their own notification deadlines, customers should tell Gold Factory promptly when an expected insured parcel has not arrived. You should not wait several weeks before reporting an apparent missing delivery.

Prompt notification gives Gold Factory the best opportunity to investigate and, where necessary, begin an insurance claim. This reporting request does not remove any statutory consumer rights.

Damaged or Tampered Packaging When your order arrives, please look at the exterior packaging before opening it. If it appears: • torn; • damaged; • opened; • resealed; • crushed; • interfered with; or • otherwise suspicious, we recommend taking photographs before opening the parcel. Please contact Gold Factory promptly if you believe the parcel has been damaged or tampered with.

What Happens if Delivery Is Delayed? A delayed delivery does not necessarily mean that the parcel has been lost. Delays can be caused by: • local depot congestion; • bad weather; • transport problems; • customs; • public holidays; • industrial action; • unexpected security checks; or • high parcel volumes.

Gold Factory will endeavour to assist with legitimate delivery enquiries where appropriate.

Gold Factory Delivery Process at a Glance Stage What Happens 1. Order Received Your jewellery order enters our system 2. Verification Payment, address and security checks where required 3. Jewellery Check Product, specification and condition checked 4. Preparation Any resizing, alteration or personalisation completed 5. Secure Packing Jewellery is protected and prepared for transit 6. Dispatch Qualifying orders before 1pm are dispatched the same working day 7. Tracking Tracking information is provided where available 8. Delivery Secure delivery, with signature/ID where required

Frequently Asked Questions If I order before 1pm, will my jewellery be sent the same day? Yes, normally. Qualifying in-stock jewellery ordered before 1:00pm on a working day is normally dispatched the same day, provided payment and any necessary verification have been completed.

What if my jewellery needs resizing? The same-day dispatch promise does not apply where additional work is required. Your jewellery will be dispatched once the resizing or other requested work has been completed.

Is UK delivery free? Gold Factory provides FREE insured UK delivery on qualifying jewellery orders with a goods value of up to and including £500.

What happens above £500? Qualifying UK jewellery orders above £500 normally have an insured delivery charge of £14.99. Additional security may apply to particularly valuable orders.

How quickly will my UK parcel arrive? Many UK parcels arrive on the next working day after dispatch. However, this should be treated as an expected delivery period rather than an absolute guarantee unless your particular service expressly guarantees delivery.

Can I track my jewellery? Where tracking is provided, tracking information will normally become available after dispatch.

Why is my tracking showing “On Hold”? It may simply mean the parcel has reached a depot too late to join that day’s delivery route or has experienced another temporary processing delay.

How long does international delivery take? Many international deliveries take approximately 2–4 working days after dispatch, although customs, destination and local delivery conditions can make this longer.

Is international delivery insured? Gold Factory normally uses secure, tracked and insured international delivery. Please see our separate Gold Factory Jewellery Delivery Guide on www.goldfactory.co.uk for destination prices and insurance charges.

Do I have to pay customs charges? Possibly.

Charges imposed by overseas customs or tax authorities are generally the customer’s responsibility unless Gold Factory has expressly stated that they are included.

Delivery Prices and Options This page explains how the Gold Factory delivery process works. For full information concerning: • free UK insured delivery; • UK delivery charges above £500; • international country charges; • international insurance; • high-value delivery arrangements; and • destination availability, please see the separate Gold Factory Jewellery Delivery Guide on www.goldfactory.co.uk.

Contact Gold Factory If you have a question about the progress of your jewellery order or a delivery that has already been dispatched, please contact: Gold Factory 294 Farnham Road Slough UK SL1 4XL Telephone: 01753 536800 Website: www.goldfactory.co.uk