Frequently Asked Questions
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Does Gold Factory have a rewards programme?
Yes. Gold Factory's rewards programme is structured around Silver, Gold and Platinum membership levels, with points and benefits applying to qualifying transactions under the current programme rules.
Rewards & Membership
What types of jewellery do you sell?
Gold Factory sells a broad range of jewellery including rings, bangles, chains, necklaces, bracelets, earrings, pendants, bridal jewellery, men's jewellery, children's jewellery, diamond jewellery and other precious-metal pieces, subject to stock.
Jewellery Range & Metals
Can I cancel an eligible online jewellery purchase because I changed my mind?
For eligible distance purchases, Gold Factory applies the statutory 14-day cancellation framework. The customer generally has 14 days after receiving the goods to notify Gold Factory of cancellation, then a further 14 days to return them, subject to legal exclusions.
Returns, Cancellations, Refunds & Exchanges
Does Gold Factory offer Lay-By?
Yes. Gold Factory offers a Lay-By facility for qualifying jewellery under the applicable terms.
Lay-By
Do you sell through online auctions or bidding?
Where Gold Factory offers an auction or bidding feature, the specific auction terms shown for that sale apply. Bids can require payment pre-authorisation and should be checked carefully before submission.
Online Auctions & Bidding
Do you repair jewellery?
Yes. Gold Factory provides a wide range of jewellery repair and restoration services for customers.
Repairs, Restoration, Polishing & Cleaning
Does Gold Factory use CCTV?
Yes. CCTV operates in the store for security, crime prevention and evidence purposes.
Security, CCTV, Privacy & Marketing
Can you make His & His wedding rings?
Yes. Gold Factory can create matching, coordinated or individual wedding rings for male couples.
Wedding & Inclusive Designs
Do you offer a free five-year polishing or rhodium service?
No general five-year free polishing or rhodium service is currently confirmed as a standard Gold Factory offer. Any specific promotional entitlement would need to be stated on the relevant product or offer.
Plating, Finishing & Engraving
Do you clean jewellery?
Yes. Jewellery cleaning is available as a paid service, and Gold Factory also sells jewellery-cleaning products in store and online.
Common Questions
Can Gold Factory make precious-metal car key housings?
Yes. Gold Factory can discuss bespoke precious-metal car key housings and decorative key projects in gold, platinum and suitable stone-set designs, depending on the specific key and technical requirements.
Special Projects & Statement Jewellery
Do you sell diamond jewellery?
Yes. Gold Factory sells diamond jewellery and can also manufacture bespoke diamond pieces.
Diamonds & Gemstones
Do you provide jewellery valuations?
Yes. Gold Factory provides valuations including insurance, probate, replacement and other agreed valuation work.
Valuations & Zakat
Do you offer ear piercing?
Yes. Gold Factory offers ear piercing for adults and children.
Ear & Nose Piercing
Do you make bespoke jewellery?
Yes. Bespoke and custom-made jewellery is a Gold Factory speciality.
Bespoke & Made-to-Order Jewellery
What is the Gold Factory Directory?
The Gold Factory Directory is a free website service that allows suitable businesses and service providers that are not involved in selling jewellery-related items to promote their businesses or services with information and a small number of suitable images.
Gold Factory Directory
How should I care for 22ct gold jewellery?
22ct gold is relatively soft. Avoid heavy impact, bending, pulling and abrasive contact. Remove delicate pieces before strenuous work, sport or activities that could catch or distort the jewellery.
Jewellery Care & Maintenance
What is a hallmark?
A hallmark is an independently applied mark confirming that a precious-metal article has been tested and meets the legal standard of fineness for the metal description. It is a long-established form of consumer protection in the UK.
UK Hallmarks
Does Gold Factory have Size Guides?
Yes. Gold Factory provides size guides to help customers before purchasing suitable jewellery.
Size Guides & Weight Converter
Do you sell gold bars?
Yes. Gold Factory sells investment gold bars subject to stock and availability.
Gold Bars, Coins & Bullion
What is Click & Reserve?
Click & Reserve lets a customer reserve qualifying jewellery online by paying 10% of the item value, then complete the purchase in person at Gold Factory using the same card.
Click & Reserve
Do you buy gold from customers?
Yes. Gold Factory buys a wide range of gold and precious-metal items subject to testing, identification, valuation and final acceptance.
Selling Gold, Silver, Platinum & Diamonds
Do you offer free UK delivery?
Yes. Gold Factory offers free insured UK delivery on qualifying jewellery orders with a goods value up to and including �500.
UK Delivery & Dispatch
Do you offer a buy-back service similar to a short-term gold-backed facility?
Yes. Gold Factory offers Gold Loan (Buy Back) as an alternative to selling qualifying gold permanently. The available amount is based on 75% of the applicable Gold Factory gold buying value, with a 30-day term and a 5% charge rate.
Gold Loan (Buy Back)
What payment methods do you accept in store?
Gold Factory accepts Visa, Mastercard, cash and bank transfer. American Express is not accepted.
Payment Methods & Card Payments
Do you offer jewellery part exchange?
Yes. Gold Factory can accept qualifying jewellery or precious metals as part payment towards another jewellery purchase.
Part Exchange
Is everything shown online definitely in stock?
No. Stock can change and some jewellery is available both online and in store. Availability is not final until Gold Factory confirms and allocates the item.
Stock, Pre-Orders & Special Orders
What is a Gold Bank account?
A Gold Bank account allows a customer to build a balance represented in 24ct gold grams through qualifying cleared contributions, with the account showing the customer's contributions, gold weight and relevant transaction history.
Gold Bank
Who is Gold Factory?
Gold Factory is a UK jewellery business based at 294 Farnham Road, Slough, specialising in gold, diamond, platinum and silver jewellery, bespoke jewellery, repairs, gold buying, part exchange, bullion, valuations, piercing and related jewellery services.
Contact & About Gold Factory
Where is Gold Factory?
Gold Factory is at 294 Farnham Road, Slough, UK, SL1 4XL.
Contact & About Gold Factory
What are the Gold Factory rewards levels?
The Gold Factory rewards membership levels are Silver, Gold and Platinum.
Rewards & Membership
What gold purities do you sell?
Gold Factory sells jewellery in recognised UK hallmark standards including 9ct (375), 14ct (585), 18ct (750), 22ct (916), and high-fineness gold such as 990 and 999 where appropriate. Gold Factory can also test, assess and buy 21ct / 875 gold, but 875 is not a UK statutory gold hallmarking standard.
Jewellery Range & Metals
Do you offer more than 14 days for normal online change-of-mind returns?
No. Gold Factory follows the 14-day statutory framework rather than offering a general longer voluntary period.
Returns, Cancellations, Refunds & Exchanges
What deposit is required for Lay-By?
The current Lay-By deposit is 25% of the qualifying purchase price.
Lay-By
Can I reduce or withdraw an online bid?
A submitted bid is subject to the specific auction terms shown for that sale. Whether it can be changed or withdrawn depends on those terms and the stage of the auction.
Online Auctions & Bidding
Do you resize rings?
Yes, where technically possible. The price depends on the ring and the work required.
Repairs, Restoration, Polishing & Cleaning
Are parcels recorded on CCTV?
Yes. Gold Factory records high-value incoming and outgoing parcel handling, including packing and unpacking, as part of its fraud-prevention process.
Security, CCTV, Privacy & Marketing
Can you make Her & Hers wedding rings?
Yes. Gold Factory can create matching, coordinated or individual wedding rings for female couples.
Wedding & Inclusive Designs
Do you offer rhodium plating?
Yes. Gold Factory offers rhodium plating on suitable precious-metal jewellery.
Plating, Finishing & Engraving
Do you pierce babies' ears?
Yes, normally from over 6 months old. Gold Factory may refuse if staff believe the baby is too small or that piercing should not proceed.
Common Questions
Can car key housings be set with diamonds or coloured stones?
Yes, where technically suitable. Diamonds, rubies, emeralds and other suitable stones can be incorporated into a bespoke design according to the agreed specification.
Special Projects & Statement Jewellery
Do you sell natural and lab-grown diamonds?
Yes. Gold Factory can supply both natural and lab-grown diamonds. The team can explain the differences and help the customer choose based on budget, preferences and the jewellery design.
Diamonds & Gemstones
Are valuations free?
General formal valuations are charged because they can require detailed examination, photographs and documentation.
Valuations & Zakat
Do you offer nose piercing?
Yes.
Ear & Nose Piercing
Can you make jewellery from a photograph or idea?
Yes. Customers can bring photographs, sketches, reference ideas or discuss a design with the Gold Factory team.
Bespoke & Made-to-Order Jewellery
Is it free to list a business in the Gold Factory Directory?
Yes. The current Directory service is free for qualifying businesses and service providers.
Gold Factory Directory
Can chlorine damage gold jewellery?
Yes. Chlorine and harsh chemicals can damage or discolour jewellery and can affect alloys, solder and finishes. Remove jewellery before swimming pools, hot tubs or using strong chemicals.
Jewellery Care & Maintenance
Is all Gold Factory jewellery hallmarked?
All Gold Factory jewellery that is required by UK law to carry a hallmark is hallmarked. Some very small items can fall within legal weight exemptions.
UK Hallmarks
Which Size Guides are available?
Available guides include the Ring Size Guide, Children's Ring Size Guide, Bangle Size Guide, Bracelet Size Guide and Chain & Necklace Length Guide.
Size Guides & Weight Converter
Do you sell gold coins and sovereigns?
Yes, Gold Factory sells a range of gold coins and bullion products subject to stock.
Gold Bars, Coins & Bullion
How much do I pay to Click & Reserve?
10% of the item value.
Click & Reserve
What types of gold do you buy?
Gold Factory can assess and buy 9ct, 14ct, 18ct, 21ct / 875, 22ct and 24ct gold, as well as broken jewellery, scrap gold, coins, bars and other eligible gold items. Final value depends on the actual item received, its tested purity, weight and the applicable Gold Factory buying rate.
Selling Gold, Silver, Platinum & Diamonds
What is delivery for jewellery above �500?
The standard insured UK delivery charge for qualifying jewellery orders above �500 is �14.99. Particularly high- value orders may require enhanced arrangements.
UK Delivery & Dispatch
Is the buy-back service the same as ordinary gold selling?
No. Sell Your Gold is an outright sale. Gold Loan (Buy Back) is a separate 30-day buy-back option with its own terms, available amount and charge.
Gold Loan (Buy Back)
Do you accept American Express?
No.
Payment Methods & Card Payments
Is part-exchange value the same as a normal cash gold-buying price?
Not necessarily. Gold Factory can offer an enhanced value in a part-exchange transaction because the customer is also purchasing jewellery from Gold Factory.
Part Exchange
What happens if an item sells in store just before I order online?
Gold Factory will contact the customer and may offer an alternative, a Pre Order, manufacture/sourcing of another piece or a refund where appropriate.
Stock, Pre-Orders & Special Orders
Can I contribute to Gold Bank every week?
Yes. Gold Bank supports weekly recurring contributions.
Gold Bank
What is Gold Factory's telephone number?
01753 536800.
Contact & About Gold Factory
Are rewards points calculated on delivery charges?
No. Delivery charges are excluded from the qualifying value used to calculate rewards points.
Rewards & Membership
Do you specialise in 22ct gold jewellery?
Yes. 22ct gold jewellery is a major part of Gold Factory's range, including traditional, bridal and contemporary designs.
Jewellery Range & Metals
Can I return a non-faulty item bought in the physical shop because I changed my mind?
There is generally no automatic change-of-mind right for a non-faulty in-store purchase. Gold Factory may, at management discretion and depending on the item, offer an exchange or credit note.
Returns, Cancellations, Refunds & Exchanges
How long do I have to pay a Lay-By balance?
The current Lay-By period requires the remaining balance to be paid within eight weeks.
Lay-By
Does Gold Factory run auctions?
Yes. Gold Factory's auction service includes website auctions and can also include TikTok Live auction activity under the applicable auction terms.
Gold Factory Auctions
Is the first ring resize free?
No blanket free-resize promise applies. Whether a resize is possible and what it costs depends on the item and work required.
Repairs, Restoration, Polishing & Cleaning
Why do you record parcel packing?
It helps establish what jewellery was packed or returned and protects both genuine customers and Gold Factory if a high-value parcel is disputed.
Security, CCTV, Privacy & Marketing
Can rainbow details or coloured stones be added to wedding rings?
Yes, where requested and technically suitable. The design can incorporate coloured stones, enamel or other suitable details depending on the agreed specification.
Wedding & Inclusive Designs
Is rhodium plating only for white gold?
No. Gold Factory can provide rhodium plating on suitable precious metals, depending on the item and the desired finish.
Plating, Finishing & Engraving
Do I need an appointment for piercing?
Both walk-ins and appointments are available, subject to staff availability. An appointment can reduce waiting.
Common Questions
Do you make perfume pendants?
Yes. Gold Factory can create bespoke perfume-pendant concepts where the pendant includes a suitable perfume container and applicator arrangement as part of the design.
Special Projects & Statement Jewellery
Are gemstones identical from one piece to another?
Natural gemstones can vary in colour, clarity, pattern, inclusions, size and appearance. Hand-finished jewellery can also show small natural manufacturing variations.
Diamonds & Gemstones
Do you provide insurance valuations?
Yes, for a fee.
Valuations & Zakat
Does a parent need to attend for a child?
Yes. A parent must attend with the baby or child.
Ear & Nose Piercing
Can I choose the gold purity?
Yes, where appropriate for the design. Gold Factory can work in a range of gold purities and other precious metals.
Bespoke & Made-to-Order Jewellery
Does Gold Factory take commission from Directory businesses?
No. Gold Factory does not take commission merely because a business is listed in the Directory.
Gold Factory Directory
Can I wear jewellery in the shower?
Plain solid gold may tolerate water, but soaps, shampoos and chemicals can dull finishes and affect stones or plated surfaces. Removing jewellery before showering is the safer care approach.
Jewellery Care & Maintenance
Does a hallmark tell me the carat of gold?
A hallmark includes a fineness mark that identifies the precious-metal standard. Gold Factory can help explain the marks on a particular item.
UK Hallmarks
Does a child's age guarantee the correct ring size?
No. Age can provide only rough guidance. Measuring the finger is a more reliable way to choose a child's ring size.
Size Guides & Weight Converter
What does LBMA mean?
LBMA stands for the London Bullion Market Association. Its Good Delivery system sets internationally recognised standards for refiners and wholesale gold and silver bars. Gold Factory sells bars from LBMA-approved refiners.
Gold Bars, Coins & Bullion
How much do I pay in store?
The remaining balance is paid in store. For a normal �1,000 jewellery item, the reservation would be �100 and the balance �900.
Click & Reserve
Do you buy broken jewellery?
Yes. Broken, damaged, mismatched jewellery and single earrings can still have precious-metal value.
Selling Gold, Silver, Platinum & Diamonds
Do you dispatch the same day?
Qualifying in-stock, ready-to-send orders placed before 1:00pm on a working day are dispatched the same working day, provided payment and security checks are complete.
UK Delivery & Dispatch
How long is the buy-back period?
The current Gold Loan (Buy Back) term is 30 days. The applicable start date, expiry date and full transaction terms are confirmed when the Buy Back arrangement is entered into.
Gold Loan (Buy Back)
Do you accept cash?
Yes. Cash is accepted in store subject to applicable limits, verification and legal requirements. Any transaction- specific cash limit is confirmed at the time of payment.
Payment Methods & Card Payments
Do you always give 100% of net gold weight in part exchange?
No blanket 100% promise applies. Part Exchange value depends on the jewellery, purity, stones, condition, the new item being purchased and the overall transaction. The item must be assessed before a final value is confirmed.
Part Exchange
What does Pre Order mean?
Pre Order means the design is not currently available for immediate dispatch but Gold Factory can arrange to supply or manufacture it. The website can show the price and the team can confirm timing and specifications.
Stock, Pre-Orders & Special Orders
Can I contribute fortnightly?
Yes. Fortnightly recurring contributions are supported.
Gold Bank
What is Gold Factory's email address?
info@goldfactory.co.uk.
Contact & About Gold Factory
Are rewards points calculated before or after a discount?
Points are calculated on the qualifying item value after applicable discounts.
Rewards & Membership
Do you sell platinum jewellery?
Yes, subject to stock and availability.
Jewellery Range & Metals
Are discretionary in-store exchanges guaranteed?
No. They depend on the item and circumstances and are at Gold Factory management discretion, subject to statutory rights.
Returns, Cancellations, Refunds & Exchanges
Is interest charged on Lay-By?
No. The Gold Factory Lay-By service is offered at 0% interest under the applicable Lay-By terms.
Lay-By
How long can a Gold Factory online auction run?
Gold Factory can run 24-hour online auctions.
Gold Factory Auctions
Do you repair chains?
Yes, including suitable chain soldering and related repairs after assessment.
Repairs, Restoration, Polishing & Cleaning
What happens if a return contains a different item?
Gold Factory can compare the returned item with product photographs, weights, hallmarks, testing results, certificates, parcel footage and transaction records. Suspected fraud may be reported to the police.
Security, CCTV, Privacy & Marketing
Do you sell engagement rings?
Yes. Gold Factory sells engagement rings in a range of metals, designs and diamond options, subject to current stock.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you offer gold plating?
Yes.
Plating, Finishing & Engraving
How do I make a complaint?
Gold Factory's preferred complaint method is email. Send the complaint to info@goldfactory.co.uk with the order/invoice number, contact details and a clear explanation of the issue.
Customer Service & Complaints
Can the perfume applicator be incorporated into the pendant design?
Yes. The applicator can be designed as an integrated part of the piece, subject to the agreed construction and practical requirements.
Special Projects & Statement Jewellery
Do you sell birthstones or astrology stones?
Gold Factory can source and work with a wide range of gemstones. Availability and suitability should be confirmed for the specific item or bespoke design.
Diamonds & Gemstones
Do you provide probate valuations?
Yes, for a fee.
Valuations & Zakat
What piercing method do you use?
Gold Factory uses a piercing gun/system and offers a range of studs.
Ear & Nose Piercing
Can I choose my diamonds or gemstones?
Yes, subject to availability, suitability and the agreed budget.
Bespoke & Made-to-Order Jewellery
Is Gold Factory affiliated with businesses listed in the Directory?
No. A Directory listing does not mean that Gold Factory is affiliated with, guarantees, recommends or endorses the listed business or service.
Gold Factory Directory
Can I swim wearing my jewellery?
It is better not to. Chlorinated pools, salt water, physical activity and the risk of loss can all damage or endanger jewellery.
Jewellery Care & Maintenance
Does hallmarking guarantee the exact weight?
No. Hallmarking relates to precious-metal fineness and legal marking, not to the exact finished weight of the jewellery.
UK Hallmarks
Does Gold Factory have a Weight Converter?
Yes. The Weight Converter converts common jewellery and precious-metal weight units including grams, kilograms, troy ounces, standard ounces, pounds, pennyweight, tola, grains and gemstone carats.
Size Guides & Weight Converter
Are all your bars LBMA approved?
Gold Factory's policy is to sell bars from LBMA-approved refiners.
Gold Bars, Coins & Bullion
Is the 10% Click & Reserve payment refundable?
Yes. If the customer changes their mind before completing the purchase, the 10% reservation payment is fully refundable.
Click & Reserve
Do you buy silver?
Yes, subject to assessment.
Selling Gold, Silver, Platinum & Diamonds
Which days count for same-day dispatch?
Same-day dispatch applies Monday to Friday for qualifying orders placed before 1:00pm. There is no same-day dispatch on Saturday or Sunday.
UK Delivery & Dispatch
How much does an extension cost?
Any extension is subject to Gold Factory confirmation and is not guaranteed. If an extension is available, the applicable charge and revised date are confirmed before it is agreed.
Gold Loan (Buy Back)
Do you accept bank transfer?
Yes. Bank transfer is available for appropriate transactions.
Payment Methods & Card Payments
Can broken jewellery be part exchanged?
Yes, subject to assessment of precious-metal content and the overall transaction.
Part Exchange
Can I order an out-of-stock design?
Yes, many out-of-stock designs can be Pre Ordered or specially ordered, subject to availability and manufacturing capability.
Stock, Pre-Orders & Special Orders
Can I contribute monthly?
Yes. Monthly recurring contributions are supported.
Gold Bank
What is Gold Factory's website?
www.goldfactory.co.uk.
Contact & About Gold Factory
Can I spend points earned on the same transaction immediately?
No. Points earned from a transaction are for future qualifying transactions after they have been credited according to the programme rules.
Rewards & Membership
Do you sell silver jewellery?
Yes, subject to stock and availability.
Jewellery Range & Metals
Can personalised or made-to-order jewellery be returned because I changed my mind?
The ordinary change-of-mind cancellation right may not apply to jewellery made to the customer's specification, personalised, engraved or altered specifically for them. Faulty or incorrectly made goods remain subject to statutory rights.
Returns, Cancellations, Refunds & Exchanges
When is Lay-By jewellery posted?
Lay-By jewellery is posted only after the full balance has been paid and the order is ready for dispatch.
Lay-By
Do I need to register before bidding?
Yes. Registration is required for the auction process.
Gold Factory Auctions
Do you repair broken clasps?
Yes, subject to inspection and availability of suitable components.
Repairs, Restoration, Polishing & Cleaning
What happens if fake gold is offered for sale?
Gold Factory may suspend payment, perform further tests, preserve evidence and report suspected deliberate fraud to the police or another appropriate authority.
Security, CCTV, Privacy & Marketing
Can I choose between a natural diamond and a lab-grown diamond for an engagement ring?
Yes. Gold Factory offers both natural and lab-grown diamond options for suitable engagement rings.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you offer silver plating?
Yes.
Plating, Finishing & Engraving
Can I complain by telephone?
The team can discuss an issue by telephone, but the formal complaint should be sent by email so there is a clear written record.
Customer Service & Complaints
Do you make double rings or ring-within-ring jewellery?
Yes. Gold Factory can create bespoke multi-part ring designs, including designs in which one ring fits within or combines with another, where technically suitable.
Special Projects & Statement Jewellery
Do you sell certified diamonds?
Yes. Gold Factory sells diamonds with certificates from a range of gemmological laboratories, including GIA and other recognised laboratories depending on the stone.
Diamonds, Certificates & Gemstones
Do you provide replacement valuations?
Yes, for a fee.
Valuations & Zakat
How much does piercing cost?
Prices vary depending on the piercing and the studs selected. Ask the store for the current price.
Ear & Nose Piercing
Do you provide CAD designs?
Yes. For bespoke work, Gold Factory can prepare CAD/render designs after the order is confirmed and the required 50% deposit has been paid.
Bespoke & Made-to-Order Jewellery
What types of businesses can be included in the Directory?
Suitable categories can include venues and hotels, florists, photographers, invitation-card printers, catering, car and van hire, limousines, sangeet services, mehndi services, wedding services, wedding planners, security, singers, DJs, bands, ladies' wear, gents' wear, chocolate fountains, d�cor and photo booths, together with other suitable non- jewellery-related services.
Gold Factory Directory
Can perfume damage jewellery?
Perfume, hairspray, cosmetics and lotions can build up on jewellery or affect delicate stones and plated finishes. Apply products first and allow them to dry before putting jewellery on.
Jewellery Care & Maintenance
Does Gold Factory offer a hallmarking service?
Yes. Gold Factory offers a hallmarking service for suitable precious-metal items.
Gold Factory Hallmarking Service
Is the Weight Converter the same as the Gold Calculator?
No. The Weight Converter converts units. The Gold Calculator uses Gold Factory buying rates and entered purity and weight to estimate the value of gold being offered for sale.
Size Guides & Weight Converter
Does LBMA approve every small retail bar individually?
LBMA's Good Delivery accreditation applies to refiners and the Good Delivery system rather than acting as a retail certificate for every individual small bar. Gold Factory's statement means its bars are sourced from LBMA-approved refiners.
Gold Bars, Coins & Bullion
How long do you hold normal jewellery?
A maximum of 3 calendar days unless Gold Factory expressly agrees an extension.
Click & Reserve
Do you buy platinum?
Yes, subject to assessment.
Selling Gold, Silver, Platinum & Diamonds
The shop is open Saturday, so do Saturday online orders dispatch the same day?
No. The store is open Saturday, but the same-day parcel dispatch policy excludes Saturday and Sunday.
UK Delivery & Dispatch
What percentage of the Gold Factory buying value is shown for Gold Loan (Buy Back)?
Gold Loan (Buy Back) shows 75% of the applicable Gold Factory buying value as the available Buy Back amount.
Gold Loan (Buy Back)
Do you accept Visa and Mastercard?
Yes.
Payment Methods & Card Payments
Can I part exchange a single earring?
Yes, subject to assessment.
Part Exchange
Can I order a design in a different size, weight or colour?
Yes, where technically possible. Special orders normally require a minimum 50% deposit, with the balance due when the item is ready and its final weight is known.
Stock, Pre-Orders & Special Orders
How are recurring Gold Bank payments made?
Recurring Gold Bank payments can be made by Direct Debit. Gold is credited according to the applicable cleared- funds process.
Gold Bank
What languages can staff help me in?
Gold Factory can assist in English, Punjabi, Hindi and Urdu, subject to staff availability.
Contact & About Gold Factory
Can I earn rewards on online jewellery purchases?
Yes, where the purchase qualifies under the active rewards programme.
Rewards & Membership
Do you sell children's jewellery?
Yes, Gold Factory sells children's jewellery, subject to stock.
Jewellery Range & Metals
Can resized jewellery be returned?
It depends on the circumstances. If resizing was carried out specifically for the customer, change-of-mind rights may be restricted. Faulty or incorrectly altered items are treated differently.
Returns, Cancellations, Refunds & Exchanges
Can I see my remaining Lay-By balance online?
Yes. Your customer account shows the remaining Lay-By balance and relevant payment history.
Lay-By
What is the current auction reservation amount?
The auction reservation amount is 20% under the applicable auction terms.
Gold Factory Auctions
Do you replace stones?
Yes. Gold Factory can replace stones where appropriate and can source suitable replacements.
Repairs, Restoration, Polishing & Cleaning
Will Gold Factory help the police if jewellery is suspected stolen?
Yes. Gold Factory requires ID for gold buying and will assist police enquiries.
Security, CCTV, Privacy & Marketing
Can you make a bespoke engagement ring?
Yes. Gold Factory can create a bespoke engagement ring from an idea, photograph, sketch or selected diamond, with CAD design available as part of the bespoke process.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you offer rose-gold plating?
Yes, where suitable.
Plating, Finishing & Engraving
How quickly will a human reply?
Gold Factory will respond as soon as possible. Response times can vary according to the enquiry and staff availability.
Customer Service & Complaints
Can Gold Factory make sports-inspired pendants?
Yes. Gold Factory can discuss bespoke sports-inspired jewellery. The final design must be appropriate for manufacture and any use of protected logos, badges or other third-party intellectual property may require permission.
Special Projects & Statement Jewellery
What is a GIA certificate?
GIA is a well-known gemmological laboratory. A grading report records characteristics such as carat weight, colour, clarity and cut information for the specific diamond.
Diamonds, Certificates & Gemstones
Do you provide Zakat valuations?
Yes. A basic Zakat valuation is free. If the customer requires a certificate, the charge is �5.
Valuations & Zakat
Do you have different piercing studs?
Yes. Gold Factory has a wide range of studs, subject to stock.
Ear & Nose Piercing
Do I get to approve the CAD before manufacture?
Yes. You review the agreed design, dimensions, stones, engraving and other important specifications before manufacture proceeds.
Bespoke & Made-to-Order Jewellery
Can jewellery sellers advertise in the Directory?
The Directory is intended for businesses and services that are not involved in selling jewellery-related items.
Gold Factory Directory
How should I store gold jewellery?
Store pieces separately in a clean, dry jewellery box or soft pouch so they do not scratch or tangle with other items.
Jewellery Care & Maintenance
Which days is the hallmarking service available?
The hallmarking service is available Monday to Thursday under the current service schedule.
Gold Factory Hallmarking Service
What weight units can the Gold Factory Weight Converter handle?
The Weight Converter covers the common units used for jewellery, precious metals and gemstones, including grams, kilograms, troy ounces, standard ounces, pounds, pennyweight, tola, grains and gemstone carats.
Detailed Weight Conversions
Do you buy gold bars back?
Yes, subject to testing, verification and ID requirements.
Gold Bars, Coins & Bullion
Does 3 days mean 72 hours?
No. The policy is 3 calendar days, not an exact 72-hour calculation.
Click & Reserve
Do you buy dental gold?
Yes, subject to assessment, testing and any applicable handling requirements.
Selling Gold, Silver, Platinum & Diamonds
What happens if I order after 1pm?
The order will normally be prepared for dispatch on the next available working day, subject to stock, alterations and security checks.
UK Delivery & Dispatch
Can you give a Gold Loan (Buy Back) example based on a �10,000 buying value?
Yes. If the applicable Gold Factory buying value is �10,000, the available Buy Back amount at 75% is �7,500. The 5% charge and the total amount required to buy the item back are shown and confirmed before you proceed.
Gold Loan (Buy Back)
How are online card payments processed?
Online card payments can be processed securely through Gold Factory's online payment system, including Stripe where applicable.
Payment Methods & Card Payments
Do diamonds in my old jewellery have value in part exchange?
Gold Factory can give value for diamonds that are suitable for separate assessment. Diamonds under approximately 0.02ct are generally not individually valued.
Part Exchange
How much deposit is needed for a special order?
A minimum 50% is normally required for special or made-to-order items unless Gold Factory agrees otherwise.
Stock, Pre-Orders & Special Orders
Can I add to Gold Bank in store?
Yes. In-store contributions can be made using cash or debit card according to the applicable transaction rules.
Gold Bank
Can I contact Gold Factory on WhatsApp?
Yes, Gold Factory uses WhatsApp. Use the official WhatsApp option shown on www.goldfactory.co.uk so you know you are contacting the genuine business.
Contact & About Gold Factory
Can I earn rewards on jewellery repairs?
Yes, where the repair transaction qualifies under the active rewards programme.
Rewards & Membership
Do you sell men's jewellery?
Yes, including gold and other precious-metal jewellery, subject to stock.
Jewellery Range & Metals
Can earrings or nose jewellery be returned?
For online sales, Gold Factory uses tamper-evident hygiene seals. Once the hygiene seal on earrings, nose jewellery or other sealed hygiene-sensitive items has been broken, a change-of-mind return may be excluded. Faulty or misdescribed goods remain subject to statutory rights.
Returns, Cancellations, Refunds & Exchanges
Can the gold price affect a Lay-By transaction?
Yes. If you change your mind and the gold price has fallen, a price difference may be payable under the applicable Lay-By terms.
Lay-By
When is the remaining auction balance due?
The remaining auction balance is due within 24 hours of the applicable winning or reservation stage.
Gold Factory Auctions
Do you repair claws or re-tip settings?
Yes. Claw work and re-tipping can be carried out where appropriate after inspection.
Repairs, Restoration, Polishing & Cleaning
Why do you ask for ID on high-value transactions?
Identity checks help prevent fraud, stolen-card use, money-laundering risks and unauthorised collection of valuable jewellery.
Security, CCTV, Privacy & Marketing
Can I choose the diamond for my engagement ring?
Yes. You can choose a suitable natural or lab-grown diamond subject to availability, budget and the agreed design.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you offer black rhodium?
Yes, where suitable.
Plating, Finishing & Engraving
Can I send photos through chat?
Yes, where the chat system supports it. Photos are useful for repair enquiries, sourcing, bespoke discussions and initial product questions, but a physical inspection may still be required.
Customer Service & Complaints
Can Gold Factory make celebrity-inspired or portrait jewellery?
Gold Factory can discuss custom portrait or character jewellery as a bespoke manufacturing project. Any commercial use of a person's image, name or protected third-party material is subject to the applicable rights and permissions.
Special Projects & Statement Jewellery
Do all diamonds come with GIA certificates?
No. Certification depends on the stone. Always check the product description or ask Gold Factory which laboratory report accompanies a particular diamond.
Diamonds, Certificates & Gemstones
Do you have a Zakat calculator?
Gold Factory provides a Zakat calculator or guidance facility on www.goldfactory.co.uk where available.
Valuations & Zakat
Can you refuse a piercing?
Yes. Gold Factory may refuse to carry out a piercing if staff believe it is not appropriate or safe to proceed.
Ear & Nose Piercing
How much deposit is required for bespoke jewellery?
The normal bespoke deposit is 50%.
Bespoke & Made-to-Order Jewellery
Can a Directory listing include photographs?
Yes. Suitable businesses can include a small number of relevant images with their listing.
Gold Factory Directory
How should I clean 22ct gold?
Use a suitable jewellery-cleaning method for the specific piece and take extra care with delicate settings or stones. Gold Factory sells cleaning products and also provides professional cleaning and polishing services.
Jewellery Care & Maintenance
Do you offer same-day hallmarking?
Yes, subject to the service conditions and cut-off time.
Gold Factory Hallmarking Service
How many grams are in 1 troy ounce?
1 troy ounce equals exactly 31.1034768 grams.
Detailed Weight Conversions
What is your bullion buyback rate?
Gold Factory's recorded bullion buyback basis is the live gold price less 3%, subject to verification of the bullion and the applicable transaction terms in force at the time.
Gold Bars, Coins & Bullion
Can I extend the 3-day reservation?
Contact Gold Factory before it expires. An extension may be agreed for ordinary jewellery but is not guaranteed.
Click & Reserve
Do you buy watches?
Gold Factory can assess suitable precious-metal watches and watch-related items. A complete watch may have value beyond its precious-metal content, so it is assessed as a complete item before deciding the appropriate valuation route.
Selling Gold, Silver, Platinum & Diamonds
Does same-day dispatch mean same-day delivery?
No. It means the parcel leaves Gold Factory that working day. Delivery takes place afterwards according to the delivery service.
UK Delivery & Dispatch
What is the Gold Loan (Buy Back) charge rate?
The Gold Loan (Buy Back) charge rate is 5%. The exact monetary charge and the total amount required to buy the item back are shown and confirmed before you proceed.
Gold Loan (Buy Back)
Do you offer Klarna?
Yes, where shown as available and subject to Klarna eligibility and separate finance terms.
Payment Methods & Card Payments
Do you give value for other gemstones in part exchange?
Normally no separate value is given for non-diamond stones in a standard part-exchange valuation unless the team specifically agrees otherwise after assessment.
Part Exchange
When do I pay the balance on a special order?
The balance is normally paid once the item is ready and has been weighed, subject to the agreed order terms.
Stock, Pre-Orders & Special Orders
When is gold credited to my Gold Bank account?
Gold is credited once the applicable funds have cleared and the transaction is processed according to the Gold Bank rules.
Gold Bank
What does my Gold Bank account show?
The account can show the gold balance in grams, current live value, total contributions, recurring plan details and transaction history.
Gold Bank
Which social media channels does Gold Factory use?
Gold Factory uses official channels including Instagram, Facebook, TikTok, YouTube and WhatsApp. Use the official links shown on www.goldfactory.co.uk.
Contact & About Gold Factory
Can rewards apply when I sell gold?
Yes, where the Sell Gold transaction qualifies under the active rewards programme.
Rewards & Membership
Do you sell bridal jewellery?
Yes. Gold Factory offers bridal jewellery and can also create bespoke bridal pieces and sets.
Jewellery Range & Metals
What if the hygiene seal is still intact?
Where the seal remains intact, applicable online cancellation rights continue to apply, subject to the normal return conditions.
Returns, Cancellations, Refunds & Exchanges
Is auction postage included?
No. Postage is separate unless the individual auction expressly states otherwise.
Gold Factory Auctions
Do you laser weld jewellery?
Yes. Gold Factory offers laser-welding services where suitable for the item.
Repairs, Restoration, Polishing & Cleaning
What personal information can Gold Factory collect?
Depending on the transaction, this can include name, contact details, addresses, order history, ID information where required, payment-related information, gold-selling records, repair details, CCTV and website-use information.
Security, CCTV, Privacy & Marketing
Can an engagement ring be made in a different metal?
Yes, where technically suitable. Options can include recognised gold standards and platinum depending on the design.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you provide antique finishes?
Yes. Gold Factory can provide antique-style finishing where suitable for the jewellery.
Plating, Finishing & Engraving
Can I send a repair photo on WhatsApp?
Yes. Use the official Gold Factory WhatsApp option shown on www.goldfactory.co.uk.
Customer Service & Complaints
Can Gold Factory make grillz?
Gold Factory can discuss bespoke precious-metal and stone-set grillz where the design, fit and manufacturing requirements can be properly assessed.
Special Projects & Statement Jewellery
What is the difference between natural and lab-grown diamonds?
Natural diamonds form in the earth, while lab-grown diamonds are created using controlled technology. Both can have the same crystal structure, but origin, rarity, pricing and resale markets differ. Gold Factory sells both and can explain the options.
Diamonds, Certificates & Gemstones
What does the Zakat calculator consider?
It can help a customer consider declared qualifying wealth such as cash, bank balances, gold, silver and other assets. The customer is responsible for entering the correct figures and deciding which assets should be included under the religious guidance they follow.
Valuations & Zakat
What aftercare should I follow?
Follow the aftercare instructions given by Gold Factory at the time of piercing. If there are signs of significant swelling, infection, allergic reaction or another medical concern, seek appropriate medical advice.
Ear & Nose Piercing
Is a bespoke deposit the same as a Click & Reserve payment?
No. Click & Reserve is a 10% refundable reservation. Bespoke work involves design and manufacturing commitments and normally requires a 50% deposit under separate terms.
Bespoke & Made-to-Order Jewellery
How can customers browse the Directory?
The Directory can be browsed alphabetically and by relevant service category, making it easier to find the type of business or service required.
Gold Factory Directory
How should I care for diamonds?
Diamonds are hard but settings can wear or bend. Avoid strong impact, check claws periodically and clean carefully to remove oils and dirt.
Jewellery Care & Maintenance
What is the current minimum same-day hallmarking charge for the first item?
The current minimum same-day hallmarking charge for the first item is �105.
Gold Factory Hallmarking Service
How many troy ounces are in 1 gram?
1 gram equals approximately 0.0321507466 troy ounces.
Detailed Weight Conversions
Do you test bullion when buying it back?
Yes. Bullion is physically assessed and verified before Gold Factory completes a buyback. The checks used depend on the item and its construction.
Gold Bars, Coins & Bullion
How long do you hold bullion?
Bullion is held for a maximum of 1 day.
Click & Reserve
Do you buy diamonds?
Yes. Gold Factory buys diamonds and diamond jewellery, but the item must be assessed and there is no blanket guaranteed percentage.
Selling Gold, Silver, Platinum & Diamonds
How quickly does UK delivery usually arrive?
Many UK insured parcels arrive the next working day after dispatch, but this is not guaranteed unless the specific service expressly guarantees it.
UK Delivery & Dispatch
Can I use Gold Loan (Buy Back) by post?
Yes. Gold Loan (Buy Back) is available by post as well as in store.
Gold Loan (Buy Back)
Do you offer Clearpay?
Yes, where shown as available and subject to Clearpay eligibility and separate finance terms.
Payment Methods & Card Payments
Why can part exchange pay more than selling gold for cash?
Gold Factory may enhance the value because the gold is being used as part of a new jewellery sale. The overall transaction includes the new jewellery and its manufacturing or making value.
Part Exchange
Can the final special-order price change?
Yes, where pricing depends on final weight, precious-metal price or agreed specifications. The �5% manufacturing weight tolerance can apply to made-to-order jewellery.
Stock, Pre-Orders & Special Orders
How long does a special order take?
Timing depends on the item, design complexity, manufacturing process, stones and availability. Gold Factory confirms the estimated lead time for the specific order rather than applying one fixed timescale to every special order.
Stock, Pre-Orders & Special Orders
Can I see how many grams of 24ct gold I have accumulated?
Yes. Your Gold Bank account shows the accumulated 24ct gold weight.
Gold Bank
Is Gold Factory a limited company?
Yes. Gold Factory Limited is the trading company used in the Terms & Conditions.
Contact & About Gold Factory
Is there a minimum spend when redeeming rewards?
Yes. a qualifying spend equal to ten times the rewards value being redeemed.
Rewards & Membership
Do you sell pre-owned jewellery?
Gold Factory does not currently maintain a normal pre-owned retail range, but the team can source pre-owned jewellery on request.
Jewellery Range & Metals
What if my jewellery is faulty?
Contact Gold Factory promptly. Statutory consumer rights apply to faulty, misdescribed or non-conforming goods and are not removed by Gold Factory's change-of-mind policies.
Returns, Cancellations, Refunds & Exchanges
Are Gold Factory auction jewellery items hallmarked?
Yes. Gold Factory auction jewellery is UK hallmarked where UK law requires hallmarking.
Gold Factory Auctions
Do you polish jewellery?
Yes. Gold Factory offers a paid polishing service to restore the appearance of old or worn jewellery.
Repairs, Restoration, Polishing & Cleaning
Why does Gold Factory use my personal information?
For purposes such as processing orders, delivery, customer service, payments, fraud prevention, gold buying, part exchange, repairs, valuations, accounting, security, legal compliance and marketing where lawful.
Security, CCTV, Privacy & Marketing
Do you sell wedding rings?
Yes. Gold Factory sells wedding rings for women and men, including plain, shaped, matching and diamond-set designs.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you sandblast jewellery?
Yes, where the finish and design are suitable.
Plating, Finishing & Engraving
Can I ask Gold Factory to source something unusual?
Yes. The team can often source unusual jewellery, diamonds, gemstones or pre-owned items. Provide as much detail as possible.
Customer Service & Complaints
Can grillz include diamonds or coloured stones?
Yes, where technically suitable and agreed as part of the bespoke design.
Special Projects & Statement Jewellery
Which is better, natural or lab-grown?
There is no single best choice. Natural diamonds may appeal for rarity and traditional value, while lab-grown diamonds can offer a larger stone for a given budget. The choice depends on the customer's priorities.
Diamonds, Certificates & Gemstones
Is the Zakat calculator religious advice?
No. The Zakat Calculator is an informational tool. Personal rulings can differ according to circumstances and school of thought, so a qualified religious adviser should be consulted if you need a personal ruling.
Valuations & Zakat
How long does bespoke jewellery take?
It depends on the item, design complexity, stones, manufacturing method and any specialist work. Gold Factory will give an estimate for the specific project rather than a blanket lead time.
Bespoke & Made-to-Order Jewellery
How can a business apply to be listed?
Businesses can use the Add Your Business/Services facility and provide the required business information, category details and suitable images.
Gold Factory Directory
Can diamonds chip?
Yes. Diamonds are very hard but can still chip or fracture from impact, especially around vulnerable edges or inclusions.
Jewellery Care & Maintenance
What is the same-day hallmarking cut-off?
The current same-day cut-off is 1:00pm.
Gold Factory Hallmarking Service
How many grams are in 1 tola?
1 tola equals 11.6638038 grams.
Detailed Weight Conversions
Can I Click & Reserve bullion?
Yes, where offered. The customer pays 10%, bullion is held for a maximum of one day, and the pricing rules in the Click & Reserve section apply.
Gold Bars, Coins & Bullion
Why is bullion only held for one day?
Bullion values can move quickly with the gold market, so Gold Factory uses a shorter reservation period.
Click & Reserve
What ID do I need to sell gold?
Identification requirements are shown during the current Sell Your Gold process. The required identification must be provided before the transaction can be completed.
Selling Gold, Silver, Platinum & Diamonds
Can resizing delay dispatch?
Yes. Resizing, engraving, alterations, personalisation, manufacture, payment verification or address verification can delay dispatch.
UK Delivery & Dispatch
Can I use Gold Loan (Buy Back) in store?
Yes. Customers can discuss the Gold Loan (Buy Back) option in the Gold Factory shop where their items are eligible.
Gold Loan (Buy Back)
Is finance guaranteed?
No. Any finance or instalment option is subject to the provider's eligibility, approval and separate terms.
Payment Methods & Card Payments
What happens if I cancel the new jewellery purchase after receiving an enhanced part-exchange value?
The old gold may be revalued as a normal cash gold sale rather than at the enhanced part-exchange figure. Gold Factory's policy allows a reduction of up to 20% from the part-exchange value in appropriate cases, subject to the transaction terms and applicable law.
Part Exchange
When is an order contract formed?
A quotation or automated acknowledgement does not always mean final acceptance. Gold Factory's Terms & Conditions govern when the order is accepted and confirmed.
Stock, Pre-Orders & Special Orders
Does the pound value of my Gold Bank balance change?
Yes. The current monetary value can rise or fall with the applicable live gold price, while the recorded gold-weight history remains linked to the individual transactions.
Gold Bank
Can I visit just to browse?
Yes. You are welcome to visit the Slough store to browse jewellery and discuss products or services with the team.
Contact & About Gold Factory
Can you give an example of the rewards minimum spend?
Yes. If �20 of rewards is being redeemed, the qualifying minimum spend is �200.
Rewards & Membership
Can you source a specific piece I cannot find online?
Yes. Gold Factory can often source jewellery or make a similar item. Share as much detail as possible, such as a photograph, product style, size, metal and budget.
Jewellery Range & Metals
What if my order arrives damaged?
Contact Gold Factory promptly and preferably within 48 hours, quoting the order details and providing photographs where useful. The 48-hour request helps with courier investigation and does not remove statutory rights.
Returns, Cancellations, Refunds & Exchanges
Do specific auction terms apply?
Yes. The terms displayed for the individual auction govern bidding, payment, cancellation and fulfilment for that sale.
Gold Factory Auctions
Do you offer same-day repairs?
No. Repair times depend on the item and the work required.
Repairs, Restoration, Polishing & Cleaning
Does Gold Factory sell customer data?
Gold Factory does not sell customer personal information as a commercial database.
Security, CCTV, Privacy & Marketing
Do you sell matching wedding rings?
Yes. Matching or coordinated wedding rings can be supplied or made to order.
Engagement, Wedding, Bridal & Traditional Jewellery
What do you mean by diamond cutting?
Gold Factory can use a diamond-cutting machine to create reflective decorative patterns or finishes on jewellery. This does not mean cutting or grading a diamond gemstone.
Plating, Finishing & Engraving
Can I get a better price if I visit?
If the customer asks, say: "Pop into the shop and we will do our best to look after you." No specific discount is guaranteed.
Customer Service & Complaints
Does Gold Factory have a four-generation jewellery heritage?
Gold Factory's brand story reflects four generations connected with jewellery businesses and jewellery-making experience.
Heritage & Workshop
Can you source a particular gemstone?
Yes, Gold Factory can source many gemstones for bespoke or replacement work, subject to availability and budget.
Diamonds, Certificates & Gemstones
Are diamonds included in Zakat?
This can depend on the nature and use of the diamonds, the customer's circumstances and the religious guidance they follow. Gold Factory's Zakat tools are informational and are not a substitute for a personal ruling from a qualified religious adviser.
Valuations & Zakat
Can you make jewellery using my old gold?
Yes, Gold Factory can work with a customer's own gold in suitable cases, but there are important purity and hallmarking considerations.
Bespoke & Made-to-Order Jewellery
Does Gold Factory guarantee the quality of a Directory business?
No. The Directory is a promotional listing service and inclusion does not amount to a Gold Factory guarantee of the listed business, service, availability or performance.
Gold Factory Directory
How should I care for pearls?
Pearls are much softer and more sensitive than gold or diamonds. Keep them away from perfume, hairspray, chemicals and abrasives, and wipe them gently after wear.
Jewellery Care & Maintenance
Do you offer next-day hallmarking?
Yes, subject to the service conditions and cut-off time.
Gold Factory Hallmarking Service
How many troy ounces are in 1 tola?
1 tola equals 0.375 troy ounce.
Detailed Weight Conversions
If gold rises after I reserve bullion, what happens?
The final Gold Factory bullion price may increase. The customer can either proceed at the revised price or cancel and receive the 10% reservation back in full.
Gold Bars, Coins & Bullion
Does the 10% bullion reservation lock the gold price?
No, unless Gold Factory expressly confirms otherwise. It reserves the physical bullion item, not necessarily the final market-linked price.
Click & Reserve
Can I sell gold without ID?
Gold Factory may require identification and verification for gold-selling transactions. The exact current requirements should be checked before the transaction is completed.
Selling Gold, Silver, Platinum & Diamonds
Is my jewellery insured in transit?
Qualifying jewellery is sent using an appropriate insured service according to value and destination.
UK Delivery & Dispatch
Can I switch from Sell Gold to Gold Loan (Buy Back) without entering my items again?
Yes. Your existing item information is carried across when you switch from Sell Your Gold to Gold Loan (Buy Back).
Gold Loan (Buy Back)
What is a pending card transaction?
A pending transaction can be a temporary bank authorisation rather than a completed payment. If an order is cancelled or the payment is not completed, Gold Factory may not receive the money, but the bank can take time to release the pending amount.
Payment Methods & Card Payments
Why can the value reduce by up to 20% after cancelling a part exchange?
Because the enhanced value was offered as part of a new jewellery sale. If that sale is cancelled, Gold Factory may recalculate the old gold at its normal cash-buying basis.
Part Exchange
Can Gold Factory cancel an order?
Gold Factory may refuse or cancel an order for legitimate reasons such as stock unavailability, an obvious pricing or description error, failed payment, fraud concerns, legal restrictions or inability to fulfil the order. Any money properly due back will be refunded.
Stock, Pre-Orders & Special Orders
Can Gold Bank guarantee that gold will rise in value?
No. Gold prices can rise or fall and Gold Factory does not guarantee future investment performance.
Gold Bank
What are Gold Factory's opening hours?
Gold Factory is open Monday to Saturday from 11:00am to 6:30pm and closed on Sundays.
Opening Hours & Visiting
What exact percentage do Silver, Gold and Platinum members earn?
The exact earning rates are the current percentages and points values assigned to each active membership level and displayed by Gold Factory at the time. They can differ by level and qualifying transaction.
Rewards & Membership
Why can jewellery look larger in photographs?
Jewellery is often photographed close-up so customers can see workmanship and stones. The image may therefore appear larger than the actual item. Use the stated dimensions, size and weight as the better guide.
Jewellery Range & Metals
Do I need the original packaging for a return?
Return the jewellery securely with original packaging, certificates, accessories and promotional items where reasonably possible. Missing items can affect a discretionary return or exchange outside statutory rights.
Returns, Cancellations, Refunds & Exchanges
How long does a repair take?
Turnaround varies according to the repair, complexity, parts and workshop workload. Gold Factory will give an estimate after assessment.
Repairs, Restoration, Polishing & Cleaning
How can I ask for my personal data?
Send a privacy request to info@goldfactory.co.uk. The team may need to verify identity before releasing information.
Security, CCTV, Privacy & Marketing
Can you make a wedding ring to fit around an engagement ring?
Yes. A shaped or bespoke wedding ring can be designed to fit around an engagement ring where technically possible.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you engrave jewellery?
Yes. Gold Factory offers many types of engraving, including names, dates, messages and other suitable designs.
Plating, Finishing & Engraving
Can I place a large order?
Yes. For a high-value or large order, an appointment is recommended so stock, payment, pricing and security arrangements can be discussed properly.
Customer Service & Complaints
Can customers learn about the Gold Factory workshop?
Yes. Gold Factory's Our Workshop content explains relevant workshop, bespoke, CAD, repair and manufacturing activities using genuine Gold Factory information and examples.
Heritage & Workshop
Can you replace a lost diamond?
Yes, where technically possible. Gold Factory can inspect the setting and source an appropriate replacement.
Diamonds, Certificates & Gemstones
Does a valuation guarantee Gold Factory will buy the item for that amount?
No. A valuation is for the stated purpose and date and is not a guarantee of a future cash-buying or resale price.
Valuations & Zakat
Why can my old jewellery be difficult to hallmark after remelting?
Old jewellery can contain solder and mixed alloys. When melted together, these can reduce or alter the final purity, so Gold Factory cannot guarantee that remelted customer jewellery will meet a particular hallmark standard unless the starting metal is suitable and the final item passes the required assay.
Bespoke & Made-to-Order Jewellery
How should I care for gemstones?
Different gemstones have different hardness, porosity and treatment sensitivities. If the stone is unknown or valuable, ask Gold Factory before using chemicals, ultrasonic cleaners or heat.
Jewellery Care & Maintenance
What is the current minimum next-day hallmarking charge for the first item?
The current minimum next-day hallmarking charge for the first item is �80.
Gold Factory Hallmarking Service
How many pennyweights are in 1 troy ounce?
1 troy ounce equals 20 pennyweights, usually abbreviated to dwt.
Detailed Weight Conversions
If gold falls after I reserve bullion, do I get the lower price?
No. Under the current Click & Reserve bullion policy, Gold Factory retains the reserved price because the bullion was removed from sale during the reservation period.
Gold Bars, Coins & Bullion
What happens if the bullion price rises before I collect?
The final selling price may increase to reflect the applicable Gold Factory bullion price when the purchase is completed. The customer will be told the revised price before paying the balance.
Click & Reserve
Why do you need ID when I sell gold?
Identification and verification can form part of Gold Factory's security and transaction-control procedures, particularly for high-value precious-metal transactions.
Selling Gold, Silver, Platinum & Diamonds
Will I receive tracking?
Where tracking is available, Gold Factory provides tracking information after dispatch.
UK Delivery & Dispatch
Can I switch from Gold Loan (Buy Back) to Sell Gold?
Yes. You can switch to the outright Sell Your Gold route without re-entering the relevant item information.
Gold Loan (Buy Back)
How long can a pending bank authorisation take to disappear?
A pending bank authorisation commonly clears within around 3-7 working days, although the timing is controlled by your bank and can vary. If it remains pending, contact your bank and Gold Factory with the transaction details.
Payment Methods & Card Payments
Can I part exchange diamond jewellery for gold jewellery?
It depends on the transaction and the items. Gold Factory will assess the jewellery and explain the available options.
Part Exchange
What if the website shows the wrong price?
Gold Factory may correct an obvious website pricing error. The customer may be offered the correct price or cancellation, depending on the circumstances and whether the order has been accepted.
Stock, Pre-Orders & Special Orders
Can I use my Gold Bank balance towards gold jewellery?
Yes. 100% of the eligible Gold Bank balance can be used towards qualifying gold jewellery at the applicable current value.
Gold Bank
Are you open on Saturdays?
Yes. Saturday opening hours are 11:00am to 6:30pm.
Opening Hours & Visiting
Why does the colour look different on my screen?
Screen settings, lighting, reflections and photography can change how gold and gemstones appear. Small visual differences do not necessarily mean the product is different.
Jewellery Range & Metals
Who pays return postage for a change-of-mind online return?
Where the law permits and this was disclosed before purchase, the customer may be responsible for the direct cost of returning a change-of-mind item. Faulty-goods return costs can be different.
Returns, Cancellations, Refunds & Exchanges
Do you charge to inspect a repair?
No. Gold Factory does not charge for the initial repair assessment or quotation.
Repairs, Restoration, Polishing & Cleaning
How can I correct or delete my personal information?
Contact info@goldfactory.co.uk. Data-protection rights can be subject to legal exceptions and record-retention obligations, so some records may need to be retained where the law or a legitimate business requirement applies.
Security, CCTV, Privacy & Marketing
Can wedding rings be engraved?
Yes. Names, dates, messages and other suitable engraving can be added to wedding rings.
Engagement, Wedding, Bridal & Traditional Jewellery
Can you engrave while I wait?
No. Gold Factory does not offer same-day engraving.
Plating, Finishing & Engraving
Do you serve trade customers?
Gold Factory can provide trade services for appropriate jewellery businesses, including workshop/repair arrangements. Separate trade terms can apply.
Customer Service & Complaints
Do you sell lab-grown diamonds?
Yes. Gold Factory sells lab-grown diamonds, subject to the individual stone specification and current availability.
Lab-Grown Diamonds & Lab Diamond Jewellery
Can I bring my gold jewellery to Gold Factory for a Zakat valuation?
Yes. Gold Factory provides Zakat valuations for suitable jewellery and precious-metal items.
Zakat Valuations & Zakat Calculator
What if I supply a 99.9% gold bar for bespoke work?
High-purity 99.9% gold provides a known starting material, although the final alloy and hallmark still depend on the manufacturing specification and legal assay requirements.
Bespoke & Made-to-Order Jewellery
Why does white gold need rhodium plating?
Many white-gold items are rhodium plated to give a bright white surface. The coating can wear with use and can be renewed through professional rhodium plating.
Jewellery Care & Maintenance
What is the next-day hallmarking cut-off?
The current next-day cut-off is 4:00pm.
Gold Factory Hallmarking Service
How many grams are in 1 pennyweight?
1 pennyweight equals 1.55517384 grams.
Detailed Weight Conversions
Can I return bullion because I changed my mind?
Bullion and other products whose price depends on financial-market fluctuations can have different cancellation rights from ordinary jewellery. The specific bullion transaction terms apply.
Gold Bars, Coins & Bullion
What if I do not accept the higher bullion price?
The customer may cancel the reservation and receive a full refund of the 10% reservation payment.
Click & Reserve
How do you test gold?
Gold Factory physically assesses the gold received to establish the relevant purity and value. The exact assessment method can depend on the item, its construction and the circumstances of the transaction.
Selling Gold, Silver, Platinum & Diamonds
Why does my tracking say On Hold or At Depot?
It can mean the parcel reached a local depot too late for that day's delivery route or has another temporary processing delay. It does not necessarily mean the parcel is lost.
UK Delivery & Dispatch
When is a Gold Loan (Buy Back) payout made?
The applicable payout timing is confirmed as part of the Gold Loan (Buy Back) transaction. The separate Sell Your Gold payment rule of payment within 24 hours of receipt does not automatically apply to Gold Loan (Buy Back).
Gold Loan (Buy Back)
Do you charge a consumer card surcharge?
Gold Factory does not impose a consumer payment surcharge where the law prohibits it.
Payment Methods & Card Payments
Can I get labour free with a part exchange?
Sometimes. Labour-Free offers apply only to selected qualifying jewellery and are not automatically included with every Part Exchange transaction. Current qualifying products are shown in the Labour-Free Offers section.
Part Exchange
What if the website shows the wrong photograph or description?
Gold Factory may correct an obvious website error and contact the customer about the available options. The outcome depends on the circumstances and the applicable order terms.
Stock, Pre-Orders & Special Orders
Can I choose whether to use Gold Bank at checkout?
Yes. Checkout shows the available Gold Bank balance and allows you to choose whether to apply it to an eligible purchase.
Gold Bank
Are you open on Sundays?
No. Gold Factory is closed on Sundays.
Opening Hours & Visiting
What does 22ct gold mean?
22ct gold is high-purity gold containing approximately 91.6% gold, with the balance made up of other metals to provide workable properties for jewellery.
Jewellery Range & Metals
Can I return jewellery that I have worn heavily or damaged?
For change-of-mind distance returns, handling beyond what is reasonably necessary to inspect the item can affect the refund where the law permits. Faulty-goods rights depend on the cause of the problem.
Returns, Cancellations, Refunds & Exchanges
How can I get a repair quote?
Bring the jewellery into the store, send a clear image through the official Gold Factory WhatsApp or live chat, or use the dedicated Submit a Repair option on www.goldfactory.co.uk.
Repairs, Restoration, Polishing & Cleaning
How do I opt out of marketing?
Customers can opt out of Gold Factory marketing. Gold Factory may use email, SMS and WhatsApp marketing where lawful, and customers can ask to stop receiving it.
Security, CCTV, Privacy & Marketing
Can you make a complete bridal jewellery set?
Yes. Complete or coordinated bridal jewellery can be discussed through the Bespoke Jewellery and Made to Order services.
Engagement, Wedding, Bridal & Traditional Jewellery
Do you do rhodium plating?
Yes, on suitable precious-metal jewellery.
Common Finishing Questions
Do you sell lab-grown diamond jewellery?
Yes. Gold Factory sells jewellery set with lab-grown diamonds, including rings and other diamond jewellery, subject to current stock and product availability.
Lab-Grown Diamonds & Lab Diamond Jewellery
Is a basic Zakat valuation free?
Yes. A basic Zakat valuation is free.
Zakat Valuations & Zakat Calculator
Can you remake sentimental jewellery into a new design?
Yes, where technically suitable. Gold Factory can discuss remodelling, reusing stones or metal, or crediting old material towards a new piece.
Bespoke & Made-to-Order Jewellery
How often should white gold be rhodium plated?
There is no universal interval. It depends on wear, skin chemistry, item type and the finish. Replate when the customer notices the underlying colour or wants the bright white finish restored.
Jewellery Care & Maintenance
Can I discuss hallmarking through Online Chat?
Yes. Customers can use Online Chat to discuss the hallmarking service before visiting or submitting suitable items. 21ct / 875 Gold & UK Hallmarking
Gold Factory Hallmarking Service
How many pennyweights are in 1 gram?
1 gram equals approximately 0.6430149314 pennyweight.
Detailed Weight Conversions
Is bullion covered by the 5% jewellery weight tolerance?
No.
Gold Bars, Coins & Bullion
What happens if the bullion price falls after I reserve?
Under the current Click & Reserve bullion policy, Gold Factory retains the reserved price because the bullion was removed from sale during the reservation period.
Click & Reserve
What is XRF testing?
XRF is a professional, non-destructive method used to analyse the elemental composition of metals. It is one of the recognised methods that can be used when assessing precious metals.
Selling Gold, Silver, Platinum & Diamonds
Do high-value deliveries require a signature?
They can. Gold Factory may require a signature, ID or personal delivery for higher-value or higher-risk orders.
UK Delivery & Dispatch
Can Gold Loan (Buy Back) be extended beyond 30 days?
Any extension is subject to Gold Factory confirmation and is not guaranteed. Where an extension is available, the revised date and applicable charge are confirmed before the extension is agreed.
Gold Loan (Buy Back)
Can you delay an order for payment checks?
Yes. High-value jewellery payments may be subject to cardholder, address, identity and fraud-prevention checks before dispatch or release.
Payment Methods & Card Payments
Do I need ID for part exchange?
Gold Factory may require identification and transaction records, particularly where old gold or high-value items are being transferred to Gold Factory.
Part Exchange
Can Gold Factory limit quantities?
Yes, reasonable limits may apply to limited-stock jewellery, promotional items, bullion or unusual purchase volumes.
Stock, Pre-Orders & Special Orders
Can I convert my Gold Bank balance into physical bullion?
Yes. A Gold Bank balance can be used towards available bullion denominations, subject to the required gold weight, applicable bullion premium and product availability.
Gold Bank
Are you open on bank holidays?
Yes. Gold Factory is normally open on bank holidays unless different opening hours are announced. If you are making a special journey, check www.goldfactory.co.uk or call 01753 536800 before travelling.
Opening Hours & Visiting
Is 22ct gold stronger than 18ct gold?
22ct contains more pure gold and is generally softer than lower-carat gold alloys. It is beautiful and valuable but delicate designs should be treated with extra care.
Jewellery Range & Metals
Do you inspect returned jewellery?
Yes. Returned jewellery can be weighed, photographed, tested and compared with original product records, hallmarks, security footage, certificates and other identifying details before a refund or exchange is approved.
Returns, Cancellations, Refunds & Exchanges
Can you quote a repair exactly from a photograph?
A photo can help provide initial guidance, but an exact price may require physical inspection because hidden damage can only become clear in the workshop.
Repairs, Restoration, Polishing & Cleaning
Do you use cookies?
Yes. www.goldfactory.co.uk can use essential cookies for website functions and, where consent is required, non- essential analytics or marketing technologies subject to the user's choices.
Security, CCTV, Privacy & Marketing
Do you sell traditional Indian jewellery?
Yes. Gold Factory offers traditional Indian jewellery subject to the current collection and availability.
Engagement, Wedding, Bridal & Traditional Jewellery
Can you engrave today?
No. Engraving is not a same-day service.
Common Finishing Questions
Do you sell loose lab-grown diamonds?
Yes. Loose lab-grown diamonds can be supplied subject to the required size, shape, colour, clarity, certification and availability.
Lab-Grown Diamonds & Lab Diamond Jewellery
How much is a Zakat valuation certificate?
The current charge for a Zakat valuation certificate is �5.
Zakat Valuations & Zakat Calculator
Can the final weight differ from the CAD estimate?
Yes. Made-to-order jewellery can vary by approximately �5% in finished weight. If the order is charged by final weight, the customer is refunded if lower and charged the appropriate difference if higher.
Bespoke & Made-to-Order Jewellery
Can jewellery be damaged by gardening or sand?
Yes. Dirt, grit and small stones are abrasive and can scratch metal or gemstones. Remove jewellery before gardening, building work or similar activities.
Jewellery Care & Maintenance
Does the UK have a 21ct / 875 gold hallmark standard?
No. 21ct gold corresponds to approximately 875 parts gold per 1,000, but 875 is not one of the statutory UK gold hallmarking standards.
Gold Factory Hallmarking Service
How many grains are in 1 troy ounce?
1 troy ounce equals 480 grains.
Detailed Weight Conversions
Can you guarantee gold will increase in value?
No. Gold prices can rise or fall. Gold Factory does not provide investment guarantees.
Gold Bars, Coins & Bullion
Can somebody else collect my Click & Reserve order?
No. Only the cardholder who made the original reservation payment can collect the jewellery or bullion.
Click & Reserve
Why are several tests sometimes needed?
Counterfeit jewellery and bars can be sophisticated. Some items may have a genuine gold outer layer over a different core, so Gold Factory may use multiple checks before accepting an item.
Selling Gold, Silver, Platinum & Diamonds
Can high-value jewellery be left with a neighbour?
Gold Factory may restrict high-value deliveries to the named customer and may refuse delivery to neighbours, communal areas, unattended locations or unauthorised third parties.
UK Delivery & Dispatch
Can somebody order using someone else's card?
High-value card transactions are subject to verification. For Click & Reserve, only the cardholder may collect and the same card must be used for the balance.
Payment Methods & Card Payments
Can you value my part exchange from a photo?
A photo can help start the discussion, but final part-exchange value requires physical assessment, weight, purity and stone checks.
Part Exchange
Are all website prices in GBP?
Unless clearly stated otherwise, prices are shown in Pounds Sterling (GBP) and consumer prices include VAT where applicable.
Stock, Pre-Orders & Special Orders
What bullion denominations are planned for Gold Bank conversion?
Gold Bank can be converted into available bullion denominations including 1g, 5g, 10g, 1 tola, 20g, 1oz, 50g, 100g, 250g, 500g and 1kg, subject to stock and the applicable bullion premium.
Gold Bank
Can I walk in without an appointment?
Yes. Customers can generally walk in. For bespoke consultations, valuations, large purchases or anything that may take longer, an appointment is recommended so the team can give proper attention.
Opening Hours & Visiting
Is yellow gold better than white gold?
Neither is universally better. Yellow gold has its natural warm colour, while white gold has a paler appearance and is often rhodium plated. The best choice depends on design, wear, maintenance and personal preference.
Jewellery Range & Metals
Why do you inspect high-value returns so carefully?
Gold Factory uses strong security because jewellery-return fraud can involve substitution of a different item. Inspection protects genuine customers and Gold Factory.
Returns, Cancellations, Refunds & Exchanges
Can you restore antique jewellery?
Yes. Gold Factory undertakes antique jewellery work and restoration, subject to inspection and the condition of the item.
Repairs, Restoration, Polishing & Cleaning
Can I choose Email, SMS or WhatsApp marketing separately?
Yes. You can choose Email, SMS and WhatsApp marketing separately and change those preferences later.
Marketing Preferences
What types of traditional Indian jewellery can be available?
The range can include tikka, shingar patti, raani haar, jhumki, bahee, nath, chandbali, charms, guluband, hasli, kaliree, satladi, borla and kara/kada, subject to stock and individual product availability.
Engagement, Wedding, Bridal & Traditional Jewellery
Can you give me a 5-year free polish?
No general five-year free polishing or rhodium service is currently confirmed as a standard Gold Factory offer.
Common Finishing Questions
Are lab-grown diamonds real diamonds?
Yes. Lab-grown diamonds are diamonds created using controlled technology rather than formed naturally in the earth. They have the same fundamental carbon crystal structure as natural diamonds, although their origin and market characteristics are different.
Lab-Grown Diamonds & Lab Diamond Jewellery
Can the Zakat Calculator include cash and bank balances?
Yes. The calculator can include declared qualifying wealth such as cash, bank balances, gold, silver and other relevant assets entered by you.
Zakat Valuations & Zakat Calculator
Can I cancel bespoke jewellery after manufacture starts?
Bespoke, personalised and made-to-specification jewellery can have restricted change-of-mind cancellation rights once design or manufacturing work has started. The outcome depends on the stage reached, work already completed, materials committed and the applicable order terms.
Bespoke & Made-to-Order Jewellery
Should I sleep in jewellery?
For delicate chains, earrings, stone-set rings and high-carat gold, removing jewellery before sleep can reduce snagging, bending and wear.
Jewellery Care & Maintenance
Is 858 the correct fineness number for 21ct gold?
No. 21ct gold is approximately 87.5% pure, so the usual millesimal fineness figure is 875, not 858.
Gold Factory Hallmarking Service
How many grams are in 1 grain?
1 grain equals 0.06479891 grams.
Detailed Weight Conversions
Can you tell me which gold bar is the best investment?
Gold Factory can explain factual differences between bullion products, including size, premium and practical considerations, but it does not provide a guarantee of future investment performance or predict future gold prices.
Gold Bars, Coins & Bullion
Can my wife, husband, brother, friend or employee collect for me?
No. Click & Reserve is cardholder-only collection, even if another person says they have permission.
Click & Reserve
Do you pay immediately after testing?
For an outright Sell Gold transaction, payment is made within 24 hours of Gold Factory receiving the jewellery. Jewellery received on Saturday is paid on Monday, subject to completion of the applicable assessment and transaction requirements.
Selling Gold, Silver, Platinum & Diamonds
Can I change my delivery address after ordering?
Contact Gold Factory before dispatch. Address changes cannot always be accepted after payment verification, insurance arrangements or dispatch.
UK Delivery & Dispatch
Do trade customers have different payment terms?
They can. Separate written trade terms may apply, including agreed credit arrangements and late-payment provisions.
Payment Methods & Card Payments
Can website and in-store offers be different?
Yes. Online and in-store promotions can differ unless the offer expressly says otherwise.
Stock, Pre-Orders & Special Orders
If I have 4g in Gold Bank, can I take four 1g bars?
Where stock and the applicable premiums permit, the customer can choose suitable available denominations rather than being limited to one bar size.
Gold Bank
Do you have parking nearby?
Yes, customer parking is available nearby. For the most convenient option on the day, customers can contact the store before travelling.
Opening Hours & Visiting
How often are your gold-linked prices updated?
Gold Factory's online gold-linked pricing is refreshed every minute.
Prices, Weights & Making Charges
Can a discretionary return have a restocking deduction?
If Gold Factory voluntarily accepts a non-faulty return outside statutory change-of-mind rights, a reasonable commercial adjustment may apply under the applicable terms. This does not reduce or remove statutory rights.
Returns, Cancellations, Refunds & Exchanges
Can you make old jewellery look new again?
Often yes. Cleaning, polishing, plating, repair, stone work and restoration can significantly improve the appearance, depending on the condition and design.
Repairs, Restoration, Polishing & Cleaning
Can I opt out of all marketing?
Yes. Customers can opt out of optional marketing communications.
Marketing Preferences
Can traditional Indian jewellery be made to order?
Yes. Suitable traditional designs can be made to order or created as bespoke jewellery.
Engagement, Wedding, Bridal & Traditional Jewellery
Can lab-grown diamonds come with certificates?
Yes. Certification depends on the individual diamond. The product description or diamond details identify the grading report supplied with a particular stone.
Lab-Grown Diamonds & Lab Diamond Jewellery
Does the Zakat Calculator decide whether my jewellery is liable for Zakat?
No. The calculator provides information and calculations based on the figures entered. Whether a particular asset is included can depend on the religious guidance you follow.
Zakat Valuations & Zakat Calculator
Can bespoke jewellery be returned if Gold Factory made it incorrectly?
Yes, if it does not match the agreed specification or is faulty, Gold Factory will investigate and statutory rights remain applicable.
Bespoke & Made-to-Order Jewellery
How often should I have claws checked?
There is no single fixed interval for every piece. If a ring is worn daily, especially a stone-set ring, periodic professional inspection is sensible, and any loose stone or snagging claw should be checked promptly.
Jewellery Care & Maintenance
What are the recognised UK gold fineness standards?
The recognised UK gold hallmarking fineness standards include 375 for 9ct, 585 for 14ct, 750 for 18ct, 916 for 22ct, 990 for high-fineness gold and 999 for fine gold. The UK hallmarking system does not include an 875 / 21ct standard.
Gold Factory Hallmarking Service
How many grams are in 1 standard ounce?
1 standard or avoirdupois ounce equals exactly 28.349523125 grams.
Detailed Weight Conversions
Can you tell me whether gold is going up tomorrow?
No. Gold Factory cannot predict or guarantee future gold prices.
Gold Price Questions
Do I need to bring the same card?
Yes. The cardholder must bring the same card used for the 10% reservation, and the remaining balance must be paid using that same card.
Click & Reserve
How do you pay for gold?
The payment method for a Sell Gold transaction is confirmed as part of the current transaction process. The outright Sell Gold payment timing is within 24 hours of Gold Factory receiving the jewellery, with jewellery received on Saturday paid on Monday.
Selling Gold, Silver, Platinum & Diamonds
Can you deliver to my workplace?
Potentially, subject to security checks. Gold Factory may request evidence linking the customer to the workplace, particularly for valuable orders.
UK Delivery & Dispatch
What happens if a trade customer pays late?
Where a separate written trade agreement provides for late-payment interest or other charges, those agreed terms apply. The exact amount depends on the individual trade agreement.
Payment Methods & Card Payments
What is Track Order Status?
Track Order Status shows Gold Factory's order-processing progress and is separate from courier shipment tracking.
My Account, Registration & Tracking
If I have 4g, can I add enough money to obtain a 5g bar?
Yes, where the 5g product is available and the additional amount and applicable premium are paid.
Gold Bank
Is Gold Factory wheelchair accessible?
Yes, the store is wheelchair accessible.
Opening Hours & Visiting
Can the gold price change while I am shopping?
Yes. Gold is traded internationally and can move throughout the day. Prices linked to the gold rate can therefore change.
Prices, Weights & Making Charges
Can making charges or stone values be deducted on a voluntary buyback or exchange?
Yes, in a voluntary buyback, part exchange or discretionary arrangement outside statutory refund rights, value can reflect making charges, stone weights, stone values, wear, missing certificates and current precious-metal prices.
Returns, Cancellations, Refunds & Exchanges
Do repairs come with a fixed guarantee?
There is no fixed additional Gold Factory workmanship guarantee. Statutory rights that apply to services are unaffected.
Repairs, Restoration, Polishing & Cleaning
Will opting out of marketing stop essential order or service messages?
No. Necessary transactional and service communications are separate from optional marketing messages.
Marketing Preferences
Can a traditional design be made in a different weight?
Yes, where technically possible. The final weight, design and price are agreed as part of the Made to Order or Bespoke Jewellery process.
Engagement, Wedding, Bridal & Traditional Jewellery
Can you make bespoke jewellery using lab-grown diamonds?
Yes. Lab-grown diamonds can be used in bespoke rings, pendants, earrings, bracelets and other suitable designs.
Lab-Grown Diamonds & Lab Diamond Jewellery
Can Gold Factory give me a personal religious ruling about Zakat?
No. Gold Factory can provide valuations and an informational calculator. A personal religious ruling should be obtained from a suitably qualified religious adviser.
Zakat Valuations & Zakat Calculator
Can I add engraving to bespoke jewellery?
Yes. Gold Factory offers many types of engraving. Engraving is not a same-day service.
Bespoke & Made-to-Order Jewellery
Can Gold Factory bring old jewellery back to life?
Often yes. Gold Factory offers polishing, cleaning, plating, stone work, repair, antique finishing and restoration depending on the item.
Jewellery Care & Maintenance
What happens if 21ct / 875 gold is submitted for UK hallmarking?
Because there is no UK 875 hallmark standard, an article cannot receive a UK 875 / 21ct hallmark. If the article meets the requirements for a recognised lower UK standard, it can be hallmarked at that applicable standard; for an article around 875 fineness, the next recognised lower UK gold standard is 750 / 18ct.
Gold Factory Hallmarking Service
Is a troy ounce the same as a normal ounce?
No. A troy ounce used for precious metals is 31.1034768 grams, while a standard or avoirdupois ounce is 28.349523125 grams.
Detailed Weight Conversions
Can I see historical gold-price charts?
Yes. The live gold-price area includes historical views such as Today, 1 Week, 1 Month, 6 Months, 1 Year and 5 Years.
Gold Price Charts
Do I need ID for Click & Reserve?
For purchases above �500, the cardholder must present valid photographic identification. Gold Factory may also request ID below �500 where reasonably necessary for security.
Click & Reserve
Why has my payment been held after I sold gold?
If testing identifies suspicious or inconsistent results, Gold Factory may pause payment while the item is investigated and verified.
Selling Gold, Silver, Platinum & Diamonds
What should I do if my parcel looks damaged or tampered with?
Photograph the outside packaging before opening where possible and contact Gold Factory promptly. Early reporting helps preserve evidence and start any courier or insurance investigation.
UK Delivery & Dispatch
What happens if a cheque is stopped or returned?
If Gold Factory has agreed to accept a cheque and it is stopped or returned, reasonable bank and administration costs may apply in accordance with the applicable transaction terms.
Payment Methods & Card Payments
What is Track Shipment?
Track Shipment shows the courier journey after an order has been dispatched, using the applicable tracking information.
My Account, Registration & Tracking
Are bullion premiums the same for every bar size?
No. Bullion premiums can vary by denomination, with smaller bars commonly carrying a higher premium relative to their gold content.
Gold Bank
Can you tell me today's live gold price?
Yes, when the current live rate is displayed on www.goldfactory.co.uk. Gold Factory's live gold-price information refreshes every minute. The live market gold price is separate from Gold Factory's buying price for customers selling gold.
Prices, Weights & Making Charges
How long does a refund take after Gold Factory processes it?
Once Gold Factory has processed the refund, allow approximately 2-4 working days for it to appear, although bank processing times can vary.
Returns, Cancellations, Refunds & Exchanges
Can old jewellery have hidden weaknesses?
Yes. Worn claws, thin metal, old solder joints, previous repairs, porosity, stone damage and metal fatigue may only become apparent during repair. Gold Factory will use reasonable care and explain significant additional work where required.
Repairs, Restoration, Polishing & Cleaning
Can I have a lab-grown diamond engagement ring made?
Yes. Gold Factory can supply or create lab-grown diamond engagement rings, including bespoke and CAD- designed pieces.
Lab-Grown Diamonds & Lab Diamond Jewellery
Can you make my dream ring from a picture?
Yes. Bespoke jewellery is a Gold Factory speciality. A 50% deposit is normally required before CAD/design work proceeds.
Common Bespoke Questions
Does Gold Factory have a Jewellery Knowledge Centre?
Yes. The Jewellery Knowledge Centre provides educational information about gold, silver, platinum, hallmarks, diamonds, gemstones, jewellery manufacturing and related subjects.
Jewellery Knowledge Centre
Can imported jewellery have an 875 manufacturer's stamp?
Yes. Jewellery manufactured for markets where 21ct gold is used can carry an 875 or 21ct manufacturer's or overseas fineness marking. That marking is not, by itself, a full UK statutory hallmark.
Gold Factory Hallmarking Service
How many grams are in 1 kilogram?
1 kilogram equals 1,000 grams.
Detailed Weight Conversions
What ID can I bring?
A valid passport or photographic driving licence is normally suitable, subject to verification.
Click & Reserve
What happens if Gold Factory believes the gold is fake?
Gold Factory may suspend payment, carry out further tests, preserve relevant records and CCTV, and report suspected deliberate fraud to the police or another appropriate authority.
Selling Gold, Silver, Platinum & Diamonds
What if my parcel has not arrived?
Contact Gold Factory promptly so the team can check tracking and, where appropriate, raise an enquiry with the delivery provider or insurer.
UK Delivery & Dispatch
Why are Track Order Status and Track Shipment separate?
Order Status shows what is happening within Gold Factory's order process. Shipment tracking applies after dispatch and shows the courier's progress.
My Account, Registration & Tracking
If I collect Gold Bank bullion, do I pay postage?
Where the bullion is collected from Gold Factory, postage and postal insurance charges that relate only to delivery are not applicable.
Gold Bank
Are website prices negotiable?
Website prices are the published prices. If you would like to discuss a better price, pop into the shop and we will do our best to look after you. No specific discount is guaranteed.
Prices, Weights & Making Charges
Why is my refund not showing yet?
If Gold Factory has confirmed the refund was processed, allow the normal bank processing period. If it remains missing after that, the customer may need to check with their bank and Gold Factory.
Returns, Cancellations, Refunds & Exchanges
Do you sell jewellery-cleaning solutions?
Yes, in store and online, subject to stock.
Repairs, Restoration, Polishing & Cleaning
Can lab-grown diamonds be used in wedding rings?
Yes. Lab-grown diamonds can be incorporated into suitable wedding-ring designs.
Lab-Grown Diamonds & Lab Diamond Jewellery
Can you melt my old jewellery into something new?
Gold Factory can work with customer gold in suitable cases, but solder and mixed alloys can affect purity and hallmarking. The team will assess the metal and explain the best route. 3D Design & Manufacturing Services
Common Bespoke Questions
What does the Jewellery Knowledge Centre explain about gold?
It includes information such as Understanding Gold, Gold Purity Explained, Gold Colours and how gold jewellery prices can be calculated.
Jewellery Knowledge Centre
Is most 21ct jewellery in the UK imported?
21ct / 875 jewellery encountered in the UK is commonly imported from markets where 21ct jewellery is manufactured and sold, but origin varies and not every 21ct item should automatically be assumed to be imported.
Gold Factory Hallmarking Service
How many troy ounces are in 1 kilogram?
1 kilogram equals approximately 32.1507466 troy ounces.
Detailed Weight Conversions
Can I reserve by telephone instead of the website?
No. The Click & Reserve service is available through the website only.
Click & Reserve
Will you return suspected fake gold immediately?
Where fraud is reasonably suspected, Gold Factory may need to preserve the item and relevant evidence and follow lawful instructions from the police or another appropriate authority. The handling of the item depends on the circumstances.
Selling Gold, Silver, Platinum & Diamonds
What can delay delivery?
Possible causes include payment checks, stock, alterations, manufacture, courier disruption, severe weather, bank holidays, customs, industrial action or circumstances outside Gold Factory's reasonable control.
UK Delivery & Dispatch
What can I see in My Account?
Depending on the features enabled for the customer, My Account can include orders, addresses, preferences, Wishlist, Gold Bank information, Lay-By information and other account-linked services.
My Account, Registration & Tracking
Do you price match?
Gold Factory will try its best where a customer has seen a genuinely comparable item elsewhere, although no price match is guaranteed. The team believes Gold Factory's prices are normally very competitive already.
Prices, Weights & Making Charges
Can I exchange diamond jewellery for non-diamond jewellery?
Where Gold Factory offers a discretionary non-faulty diamond-jewellery exchange, it may require the exchange to be against qualifying diamond jewellery. Statutory rights for faulty goods are unaffected.
Returns, Cancellations, Refunds & Exchanges
How much is a repair quote?
The initial repair assessment/quotation is free.
Common Repair Questions
Are lab-grown diamonds cheaper than natural diamonds?
Lab-grown and natural diamonds have different markets and pricing. Lab-grown diamonds can often provide a larger stone for a given budget, but the exact price depends on the individual diamond and jewellery design.
Lab-Grown Diamonds & Lab Diamond Jewellery
Do you offer 3D Jewellery Services?
Yes. Gold Factory offers 3D Jewellery Services to support the development of jewellery from digital design through to production, depending on the project.
Common Bespoke Questions
Does the Jewellery Knowledge Centre explain hallmarks?
Yes. It includes guidance on UK hallmarks, gold hallmarks, silver hallmarks, platinum hallmarks and fineness marks.
Jewellery Knowledge Centre
Can Gold Factory buy 21ct / 875 gold?
Yes. Gold Factory can test, assess and buy 21ct / 875 gold even though 875 is not a UK statutory hallmarking standard. The buying valuation is based on the actual item, its assessed purity, weight and the applicable Gold Factory buying rate.
Gold Factory Hallmarking Service
How many grams are in 1 standard pound?
1 standard or avoirdupois pound equals exactly 453.59237 grams.
Detailed Weight Conversions
Can I fully pay online and then collect from store?
No. A fully paid online card order must be delivered. Customers who want to collect should use Click & Reserve where available.
Click & Reserve
What if the gold I bring has stones?
Gold Factory estimates the non-gold stone weight as part of the valuation, using extensive jewellery experience. The exact approach can depend on the item.
Selling Gold, Silver, Platinum & Diamonds
Do you personally deliver very high-value jewellery?
Gold Factory may arrange personal delivery by authorised personnel or another enhanced-security method for certain particularly valuable orders.
UK Delivery & Dispatch
Can I view Order History?
Yes. Order History shows relevant previous and current orders in your customer account.
My Account, Registration & Tracking
What is a making charge or labour charge?
The making or labour charge reflects the work involved in manufacturing and finishing jewellery. It is separate from the underlying raw gold value and can vary significantly according to design and workmanship.
Prices, Weights & Making Charges
Can Gold Factory refuse a return because I reported a fault after 7 days?
No blanket 7-day limit overrides statutory rights. Customers are encouraged to report issues promptly, but qualifying statutory rights can continue beyond seven days.
Returns, Cancellations, Refunds & Exchanges
Can you repair it today?
No. Gold Factory does not offer same-day repairs; timing depends on the job.
Common Repair Questions
Do natural and lab-grown diamonds have the same resale market?
No. Their resale markets and pricing can differ, so the original retail price should not be treated as a guaranteed future resale value.
Lab-Grown Diamonds & Lab Diamond Jewellery
Can 3D jewellery design be used for complicated shapes?
Yes. 3D design can be particularly useful for complex rings, pendants, sculptural pieces and other forms that benefit from accurate digital modelling before manufacture.
Common Bespoke Questions
Does the Jewellery Knowledge Centre explain natural and lab-grown diamonds?
Yes. It includes educational information comparing natural and lab-grown diamonds as well as the Diamond 4Cs, certificates, shapes and choosing a diamond.
Jewellery Knowledge Centre
Can a piece marked 875 also carry a UK 750 hallmark?
Yes, an imported piece may already carry a manufacturer's or overseas 875 mark and may later receive a recognised UK 750 hallmark if it is assayed and accepted at that standard. The 875 mark is not the UK hallmark.
Gold Factory Hallmarking Service
How many troy ounces are in 1 troy pound?
1 troy pound equals 12 troy ounces, which equals 373.2417216 grams.
Detailed Weight Conversions
Why can't I collect a fully paid online card order?
This is part of Gold Factory's fraud-prevention and payment-security process. Click & Reserve is the collection route because the cardholder attends personally and pays the balance on the same card.
Click & Reserve
Do you remove every stone before weighing the gold?
Not necessarily. Gold Factory may estimate stone weight rather than physically removing every stone, depending on the jewellery.
Selling Gold, Silver, Platinum & Diamonds
Do you deliver internationally?
Yes. Gold Factory delivers to many international destinations, subject to checkout availability, insurance, customs, local restrictions and security checks.
International Delivery
Can I save products to a Wishlist?
Yes, where the Wishlist feature is enabled.
My Account, Registration & Tracking
Do you ever offer labour-free jewellery?
Yes. Gold Factory offers selected Labour-Free jewellery. The offer applies only to qualifying items and availability can change, so the product page or current Labour-Free Offers section should be checked for the applicable products.
Prices, Weights & Making Charges
Do you provide an extra Gold Factory warranty?
There is no general additional fixed Gold Factory warranty beyond the customer's statutory rights unless a specific product or service expressly states otherwise.
Returns, Cancellations, Refunds & Exchanges
Can I track a repair online?
Yes. Track My Repair shows the progress of your repair using your repair reference and the required verification information.
Submit & Track a Repair
Does Gold Factory manufacture jewellery?
Yes. Jewellery Manufacturing is a core Gold Factory service covering suitable bespoke, retail, special-project and trade work.
Common Bespoke Questions
Does the Jewellery Knowledge Centre explain how jewellery is made?
Yes. It covers the jewellery-making journey, including the path from an idea to CAD, casting, stone setting, polishing and finishing.
Jewellery Knowledge Centre
Does a UK 750 hallmark mean an item originally made as 21ct contains only 75% gold?
Not necessarily. A 750 hallmark certifies that the article meets the 750 standard. An item may test above that minimum, but its actual fineness should be established by appropriate assessment rather than inferred solely from a manufacturer's mark.
Gold Factory Hallmarking Service
What does 1 carat mean when weighing a diamond or gemstone?
For diamonds and gemstones, 1 carat equals 0.2 gram, or 200 milligrams.
Detailed Weight Conversions
What happens if I do not collect within 3 calendar days?
The reservation may expire, the jewellery may return to sale and the 10% reservation payment will be refunded in accordance with the Click & Reserve policy.
Click & Reserve
Do you give value for diamonds when buying jewellery?
Yes, where the diamonds are large enough and suitable for separate valuation. Diamonds under approximately 0.02ct are generally not individually valued because removal and handling can be disproportionate.
Selling Gold, Silver, Platinum & Diamonds
How long does international delivery take?
A general guide is approximately 2-4 working days after dispatch for many destinations, although customs, distance and local delivery conditions can make it longer.
International Delivery
What information is required when registering for an account?
The registration process can require customer details including date of birth, address and contact information, together with the applicable verification steps.
My Account, Registration & Tracking
Does the displayed jewellery weight include stones?
The displayed gross weight may include diamonds, gemstones, pearls, beads, enamel, kundan, settings and other materials unless the product description specifically states a net gold weight.
Prices, Weights & Making Charges
Do repairs have a separate workmanship guarantee?
Gold Factory does not provide a fixed additional workmanship guarantee. This does not remove any legal rights that apply to the service provided.
Returns, Cancellations, Refunds & Exchanges
What repair stages can the tracker show?
The repair tracker can show stages including Submitted, Received, Assessed, Quote, Awaiting Approval, Workshop, QC, Ready and Completed.
Submit & Track a Repair
Can Gold Factory manufacture a single bespoke piece?
Yes. Gold Factory can manufacture one-off bespoke jewellery as well as larger production quantities where required.
Common Bespoke Questions
Can Gold Factory sell an item as UK-hallmarked 21ct gold?
No. There is no UK 875 / 21ct hallmarking standard. Imported jewellery may carry an overseas or manufacturer's 875 mark, but that must be distinguished from a recognised UK hallmark.
Gold Factory Hallmarking Service
How many gemstone carats are in 1 gram?
1 gram equals 5 gemstone carats.
Detailed Weight Conversions
What happens if I do not collect bullion within one day?
The reservation may expire, the bullion may return to stock, and any later purchase is subject to the applicable price and a new reservation if required.
Click & Reserve
Do you give value for coloured stones when buying gold?
Normally no separate value is given for non-diamond stones in a standard gold-buying valuation, unless Gold Factory specifically agrees otherwise after assessment.
Selling Gold, Silver, Platinum & Diamonds
Is international delivery insured?
International jewellery is normally sent using a secure, tracked and insured service.
International Delivery
Is my address validated when I register?
Yes. The registration process checks that the entered address is valid.
My Account, Registration & Tracking
Are normal in-stock jewellery weights approximate?
For ordinary in-stock jewellery, the listed weight should reflect the actual item or the specific product information. The �5% manufacturing tolerance is mainly relevant to made-to-order jewellery.
Prices, Weights & Making Charges
Can I cancel a Click & Reserve and get my 10% back?
Yes, before the purchase is completed. The Click & Reserve 10% reservation payment is fully refundable if the customer changes their mind.
Returns, Cancellations, Refunds & Exchanges
Can I submit a repair online?
Yes. Submit a Repair allows the customer to provide their details, jewellery information, the problem or requested work, photographs, an optional video and relevant notes.
Submit & Track a Repair
Do you offer Casting & Production?
Yes. Casting & Production can form part of the jewellery manufacturing process depending on the design and manufacturing method.
Common Bespoke Questions
Is gemstone carat weight the same as gold carat purity?
No. A gemstone carat is a unit of weight. Gold carat describes gold purity, such as 9ct, 18ct or 22ct.
Detailed Weight Conversions
Can a reserved item be resized before I pay the balance?
Gold Factory may require the purchase to be completed before resizing, engraving, personalisation or other customer-specific work starts.
Click & Reserve
What happens if I offer stolen jewellery?
Gold Factory requires ID for gold buying and will assist the police. The business will not knowingly purchase stolen property.
Selling Gold, Silver, Platinum & Diamonds
How are international delivery charges calculated?
The current schedule uses a fixed destination charge plus 1% of the jewellery order value for insured delivery. Final availability and the final charge are confirmed at checkout.
International Delivery
Is email verification used for registration?
Yes. Registration uses an email one-time password or verification code.
My Account, Registration & Tracking
What is the weight tolerance for made-to-order jewellery?
Made-to-order jewellery may vary by approximately �5% from the quoted or estimated weight because of casting, polishing, finishing, sizing, soldering and other manufacturing processes.
Prices, Weights & Making Charges
Are bespoke and special-order deposits the same as Click & Reserve?
No. Click & Reserve has its own refundable 10% policy. Bespoke and special orders normally require at least 50% and may involve committed design or manufacturing work, so different cancellation terms apply.
Returns, Cancellations, Refunds & Exchanges
Do I receive a repair reference after submitting online?
Yes. An online repair submission generates a repair reference for tracking and communication.
Submit & Track a Repair
Do you offer Stone Setting?
Yes. Gold Factory provides Stone Setting for diamonds and suitable gemstones in new manufacture and repair work.
Common Bespoke Questions
How many pennyweights are in 1 tola?
1 tola equals 7.5 pennyweights.
Detailed Weight Conversions
Can my wife collect my Click & Reserve?
No. Only the cardholder who made the reservation can collect.
Common Click & Reserve Questions
Can you give me an exact gold-buying price from a photo?
A photo can help with an initial discussion, but the final price depends on physical inspection, actual weight, purity, stones, testing and the applicable gold rate.
Selling Gold, Silver, Platinum & Diamonds
What does +1% mean on international delivery?
It means an insurance element equal to 1% of the goods value is added to the fixed delivery charge. For example, 1% of a �2,000 order is �20.
International Delivery
Is mobile verification used for registration?
Yes. Registration uses a mobile one-time password or verification code.
My Account, Registration & Tracking
Can you give an example of the �5% tolerance?
If a made-to-order ring is estimated at 10.00g, a normal manufacturing range may be approximately 9.50g to 10.50g.
Prices, Weights & Making Charges
Where can I read Gold Factory's Terms & Conditions?
Gold Factory's current Terms & Conditions are available on www.goldfactory.co.uk.
General Terms & Conditions
Do you offer Diamond-Cut Finishing?
Yes. Gold Factory can apply suitable diamond-cut decorative finishing to jewellery to create reflective patterns and surfaces.
Common Bespoke Questions
How many grains are in 1 pennyweight?
1 pennyweight equals 24 grains.
Detailed Weight Conversions
Can my husband pick my order up?
No. Click & Reserve is cardholder-only collection.
Common Click & Reserve Questions
Do you buy loose diamonds?
Yes, subject to assessment.
Selling Diamonds & Gemstones
Are customs duties included?
Unless Gold Factory expressly states otherwise, overseas customs duty, import VAT, local taxes and clearance charges are not included and are determined by the destination country.
International Delivery
Can security information such as an IP address be recorded?
Yes. Website and transaction security systems can record information such as IP address as part of security, fraud-prevention and account activity records.
My Account, Registration & Tracking
What if my made-to-order item weighs less than quoted?
Where the order is priced by final weight, Gold Factory will refund the appropriate difference if the finished item weighs less than the estimated chargeable weight.
Prices, Weights & Making Charges
Which terms apply to my purchase or service?
The current Gold Factory Terms & Conditions apply together with any specific terms shown for the product, service, promotion, auction, Click & Reserve, Sell Your Gold, Gold Loan (Buy Back), Lay-By or other transaction you choose.
General Terms & Conditions
Do you offer Bulk Manufacturing?
Yes. Gold Factory can discuss Bulk Manufacturing for suitable jewellery and precious-metal projects. Pricing and production terms depend on the design, metal, stones, quantity and required specification.
Common Bespoke Questions
Can my brother collect if he has my card?
No. The cardholder must attend personally.
Common Click & Reserve Questions
Do you buy diamond jewellery?
Yes, subject to assessment of the gold, diamonds, condition and marketability.
Selling Diamonds & Gemstones
Can Gold Factory tell me exactly what customs will charge?
No. Customs duty, import VAT, local taxes and clearance charges are controlled by the destination country and can vary. Check the requirements that apply in your destination before ordering.
International Delivery
What if my made-to-order item weighs more than quoted?
Where the order is priced by final weight, the customer will be charged the appropriate additional amount if the finished item weighs more than the estimated chargeable weight.
Prices, Weights & Making Charges
Do my statutory consumer rights still apply?
Yes. Gold Factory's own policies do not remove statutory rights that apply under UK consumer law.
General Terms & Conditions
Do you manufacture custom coins?
Yes. Coin Manufacturing is one of Gold Factory's specialist services and can be used for suitable commemorative, promotional, presentation or special-project coins.
Common Bespoke Questions
Can I use a different card for the remaining 90%?
No. The same card used for the 10% reservation must be used for the balance.
Common Click & Reserve Questions
Do you guarantee a percentage when buying diamonds?
No. Diamond buyback values require assessment and there is no blanket guaranteed percentage.
Selling Diamonds & Gemstones
Can customs delay my order?
Yes. International parcels can be delayed by document checks, tax collection, inspections, security procedures or other customs requirements.
International Delivery
Does the 5% tolerance change the gold purity?
No. The tolerance relates to finished jewellery weight only. It does not permit the stated precious-metal fineness to vary.
Prices, Weights & Making Charges
Can different services have different terms?
Yes. Bespoke jewellery, personalised jewellery, bullion, auctions, Click & Reserve, Lay-By, Sell Your Gold, Gold Loan (Buy Back), repairs and other services can have transaction-specific terms in addition to the general Terms & Conditions.
General Terms & Conditions
Can you manufacture coins for films or productions?
Yes. Gold Factory can discuss custom coin projects for film, production or presentation purposes, subject to the design, specification and any relevant third-party rights.
Common Bespoke Questions
Can I pay 100% online and pick it up today?
No. Fully paid online card orders are delivery only. Use Click & Reserve if you want to collect.
Common Click & Reserve Questions
Do tiny diamonds have separate value when I sell old jewellery?
Diamonds under approximately 0.02ct are generally not individually valued in a standard gold-buying or part- exchange process because the time and cost of removal can exceed their practical recovery value.
Selling Diamonds & Gemstones
Do you ship to every country?
No. Country availability can change because of insurance, courier, sanctions, security or local restrictions. Available destinations and charges are shown at checkout.
International Delivery
Does the �5% rule apply to bullion bars and coins?
No. The jewellery manufacturing tolerance does not apply to bullion products sold by stated bullion weight.
Prices, Weights & Making Charges
Can you hold this ring until the weekend?
Click & Reserve holds normal jewellery for a maximum of 3 calendar days. An extension is not guaranteed, so contact the team if more time is needed.
Common Click & Reserve Questions
Do coloured gemstones have resale value?
Some gemstones can have value, but Gold Factory's standard old-gold valuation normally does not give separate value for non-diamond stones unless the team specifically agrees after assessment.
Selling Diamonds & Gemstones
Can I change the country after placing my order?
Contact Gold Factory before dispatch. Changing the destination country can affect security checks, customs, insurance and delivery price and may not be possible after the order has been processed.
International Delivery
Why does handmade jewellery vary slightly in weight?
Casting, hand finishing, polishing, soldering, stone setting and sizing can all change the final weight slightly. This is normal in jewellery manufacturing.
Prices, Weights & Making Charges
Can you hold a gold bar for a week?
No. Bullion Click & Reserve is a maximum of one day.
Common Click & Reserve Questions
Can you buy my broken chain?
Yes, subject to testing, ID and valuation.
Common Sell Your Gold Questions
Where can I see the international delivery charge for my country?
The current international delivery charge and destination availability are shown in the Delivery Guide and at checkout. Where the +1% insured-delivery structure applies, the insurance element is calculated from the jewellery goods value.
International Delivery
What if I disagree with the gold rate or making charge on my purchase?
Raise the query with Gold Factory as soon as possible and preferably within 7 days so it can be investigated promptly. This does not remove any statutory rights that continue beyond that period.
Prices, Weights & Making Charges
Can you guarantee the bullion price for tomorrow?
No, unless Gold Factory expressly confirms a fixed price. The normal Click & Reserve bullion policy does not lock the final market-linked price.
Common Click & Reserve Questions
Can you buy one odd earring?
Yes, subject to testing, ID and valuation.
Common Sell Your Gold Questions
Will my online order go out today?
If it is in stock, ready to send, ordered before 1pm Monday-Friday and all checks are complete, it is normally dispatched the same working day.
Common Delivery Questions
Does a jewellery purchase guarantee that I will make money later?
No. Gold prices can rise or fall, and jewellery also includes manufacturing, design and sometimes gemstone value. Gold Factory does not guarantee investment returns or future resale value.
Prices, Weights & Making Charges
Gold fell after I reserved a bar. Do I get the lower price?
No. Under the current Click & Reserve bullion policy, Gold Factory retains the reserved price because the bar was removed from sale during the reservation period.
Common Click & Reserve Questions
Do you buy 9ct gold?
Yes.
Common Sell Your Gold Questions
I ordered on Saturday before 1pm. Is it going out today?
No. Same-day dispatch excludes Saturday and Sunday.
Common Delivery Questions
Is 22ct jewellery always worth more than 18ct jewellery?
22ct contains a higher proportion of gold than 18ct, but the price of a finished jewellery item also depends on weight, design, workmanship, stones and market conditions.
Prices, Weights & Making Charges
Gold went up after I reserved a bar. Do I have to buy it?
No. Gold Factory may quote the higher final price, but the customer can cancel and receive the 10% reservation back in full.
Common Click & Reserve Questions
Do you buy 18ct gold?
Yes.
Common Sell Your Gold Questions
Is delivery free?
For qualifying UK jewellery up to and including �500, insured delivery is free. Above �500, the normal insured UK charge is �14.99 unless an enhanced method is required.
Common Delivery Questions
Why is the resale value different from the retail price?
Retail jewellery prices can include manufacturing, design, overheads, stones and other costs. A resale or gold- buying valuation may focus mainly on recoverable metal and any diamonds that have a separately assessable value.
Prices, Weights & Making Charges
Do you buy 22ct gold?
Yes.
Common Sell Your Gold Questions
Do you have a dedicated jewellery under �200 section?
Yes. Gold Factory can present a dedicated collection of jewellery under �200, subject to current stock and the exact product price displayed at the time of purchase.
Featured Collections & Personalised Jewellery
Do you buy 24ct gold?
Yes.
Common Sell Your Gold Questions
Are products under �200 still described individually?
Yes. Each product should be checked for its own metal, purity, weight, stones, dimensions and other specifications rather than assuming every item in the collection has the same characteristics.
Featured Collections & Personalised Jewellery
Do you buy silver and platinum?
Yes, subject to assessment.
Common Sell Your Gold Questions
Do you have a large 925 silver collection?
Yes. Gold Factory offers a large collection of 925 sterling silver jewellery for women and men, subject to current stock and individual product descriptions.
Featured Collections & Personalised Jewellery
Can I sell gold without proof of address?
The identification and proof-of-address requirements are shown during the current Sell Your Gold process. The required documents must be provided before the transaction can be completed.
Common Sell Your Gold Questions
What does 925 mean on silver jewellery?
925 means the alloy contains 925 parts silver per 1,000, or 92.5% silver. It is commonly known as sterling silver.
Featured Collections & Personalised Jewellery
Can you value my gold from a photo?
Only provisionally. Final value requires physical inspection, weight, purity and testing.
Common Sell Your Gold Questions
Do you offer 24ct / 999 jewellery made to order?
Yes. Gold Factory can manufacture suitable 24ct / 999 jewellery on a Made to Order basis where the design and construction are appropriate for very high-purity gold.
Featured Collections & Personalised Jewellery
Do you pay cash for gold?
The available payment method is confirmed during the Sell Your Gold transaction. Outright Sell Your Gold payments are made within 24 hours of Gold Factory receiving the jewellery, with jewellery received on Saturday paid on Monday.
Common Sell Your Gold Questions
Why does 24ct jewellery need special consideration?
24ct gold is extremely high in purity and is softer than many lower-carat jewellery alloys, so the design, thickness, wear pattern and intended use need to be considered when deciding whether a piece is suitable to manufacture in 24ct gold.
Featured Collections & Personalised Jewellery
When will I get paid for gold?
For an outright Sell Gold transaction, payment is made within 24 hours of Gold Factory receiving the jewellery. Jewellery received on Saturday is paid on Monday, subject to completion of the applicable assessment and transaction requirements.
Common Sell Your Gold Questions
Do you have a New Arrivals section?
Yes. The New Arrivals section is used to show recently added jewellery and products, subject to current availability.
Featured Collections & Personalised Jewellery
What is the difference between the live market gold price and Gold Factory's buying price?
The live market gold price is a market reference for gold. Gold Factory's buying price is the rate Gold Factory is offering for qualifying customer gold at that time, so the two figures are different.
Gold Price & Gold Calculator
Do you have a Best Sellers section?
Yes. The Best Sellers section highlights popular products and collections. Inclusion does not guarantee that an item will remain in stock.
Featured Collections & Personalised Jewellery
Does the Gold Calculator support more than one item?
Yes. The Gold Calculator supports multiple items, with each item's purity, weight, applicable rate and estimated value calculated separately before showing the combined total.
Gold Price & Gold Calculator
What is the difference between Pre-Order and Made to Order?
Pre-Order is used where a design is not currently ready for immediate dispatch but can be supplied or manufactured. Made to Order specifically means the jewellery is manufactured after the customer's order according to the applicable specification.
Featured Collections & Personalised Jewellery
What does the Gold Calculator show after the total?
Where applicable, it shows the outright Sell Gold route and the Gold Loan (Buy Back) alternative so the customer can compare the available options.
Gold Price & Gold Calculator
What is Personalised Jewellery?
Personalised Jewellery is jewellery customised with suitable names, initials, dates, messages, symbols, birthstones or other personal details. It is different from fully bespoke manufacture, which can involve designing the whole item from the beginning.
Featured Collections & Personalised Jewellery
Can I sell gold by post?
Yes. Customers can use the Post Your Gold route if they cannot or do not wish to visit the Slough shop.
Sell by Post, In Store & Valuations
Can you add birthstones to personalised jewellery?
Yes, subject to the stone being suitable for the design and available in the required size, shape and quality.
Featured Collections & Personalised Jewellery
Can I sell gold by visiting the shop?
Yes. Customers can pop into Gold Factory at 294 Farnham Road, Slough, SL1 4XL with the items they would like assessed.
Sell by Post, In Store & Valuations
What if I do not know the carat or weight of my gold?
No problem. Post your items to us or pop into our Gold Factory shop for assessment.
Sell by Post, In Store & Valuations
How quickly will I be paid when I sell gold outright?
Payment for an outright Sell Gold transaction is made within 24 hours of Gold Factory receiving the jewellery. Jewellery received on Saturday is paid on Monday, subject to completion of the applicable transaction requirements.
Sell by Post, In Store & Valuations
What happens if my Sell Gold parcel is received on Saturday?
Jewellery received on Saturday is paid on Monday under the current outright Sell Gold payment policy, subject to completion of the applicable transaction requirements.
Sell by Post, In Store & Valuations
Can I request an initial valuation before posting or visiting?
Yes. Customers can submit photographs and basic item information for an initial discussion or preliminary valuation. Final value can only be confirmed after Gold Factory physically receives and assesses the item.
Sell by Post, In Store & Valuations
Can I sell a gold watch?
Yes. Gold Factory can assess suitable gold or precious-metal watches. A complete watch is not valued using its gross weight as gold because the movement, glass and other components can contain other materials, and the complete watch may also have value in its own right.
Sell by Post, In Store & Valuations
Can a gold coin be worth more than its metal value?
Yes. Some coins can have collector, condition or market value beyond their raw precious-metal content, so suitable coins should be assessed as complete items before being treated purely as scrap.
Sell by Post, In Store & Valuations
Can diamond jewellery be worth more than its gold weight?
Yes. Diamond jewellery can have value in its precious metal, diamonds, design, brand, condition and as a complete jewellery item, so its value is not automatically based only on gold weight.
Sell by Post, In Store & Valuations
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