Frequently Asked Questions
Topics
Buying
Do your precious metal bars come with an assay certificate?
Yes, all our gold and silver bars from LBMA-approved refiners come with an assay certificate confirming the weight and purity of the metal.
Do you buy back bullion bars and coins that you have sold?
Yes, we buy back gold and silver bars and coins. Please visit our Sell page or contact us for current buyback prices.
Which precious metals can I purchase from you?
We sell gold, silver, platinum, palladium and rhodium.
Can I buy directly from your store? (in person, over the counter)
Yes, you are welcome to visit our store to purchase our precious metals in person.
Our opening hours are Monday to Friday, 9.45am to 3.45pm and no appointment is necessary - we operate on a first come, first served basis.
Please ensure that you have opened a full account with us prior to visiting.
NB. Some items listed on our website may not always be available in store.
How long do I have to pay by Bank Transfer for my order?
Payment by bank transfer must be received within 24 hours of placing your order. If payment is not received within this timeframe, your order may be cancelled.
Why do I need to send a copy of my bank statement if I pay by credit or debit card?
For security purposes and to comply with anti-money laundering regulations, we may request a copy of your bank statement to verify that the card used for payment belongs to you.
Am I required to provide identification when dealing with you?
Yes, in accordance with UK anti-money laundering regulations, we require valid photo ID (passport or driving licence) and proof of address (utility bill dated within 3 months) for all transactions.
What happens to the information I provide when creating my account?
Your personal information is stored securely and used only for processing your orders and complying with legal requirements. We never share your data with third parties for marketing purposes. Please see our Privacy Policy for full details.
Selling
Which precious metals can I sell to you?
We purchase all forms of scrap gold and silver (including jewellery, dental gold, coins) as well as platinum, palladium and rhodium. We offer competitive prices based on current market rates.
Do I need an appointment to sell my precious metals in person?
No, you can visit our store directly Monday to Friday between 9.45am to 3.45pm without an appointment as we work on a first come, first served basis.
Please ensure that you have opened a full account with us prior to visiting.
How can I send my precious metals to you by post?
You can use our secure postal service. Download our postal form, complete it with your details and send them to us via Royal Mail Special Delivery (insured). Once your precious metals have been processed you will receive a receipt for your goods. If there are any anomalies we will contact you.
What payment methods are available when selling to you?
We offer payment by bank transfer (BACS) which is processed the same day your items have been assessed. Payment takes 3 days to clear or for a £5 charge payment can be received same day providing the order has been processed prior to 3pm.
Storage
How do I buy with storage?
When placing an order, simply select "Storage" as your delivery option at checkout. Your metals will be stored in our secure vault facility and you will receive documentation confirming your holdings.
What are the storage charges?
Storage fees are charged monthly based on the value of your holdings. Please contact us for current storage rates as they vary depending on the type and quantity of metal stored.
How are my goods stored?
Your metals are stored on an allocated basis in high-security vaults that meet LBMA standards. This means your specific bars or coins are identified and kept separate from other clients assets.
Can I store goods that I have not purchased from you?
Yes, we can store precious metals that you have purchased elsewhere, subject to verification and assay if required. Please contact us to discuss your requirements.
What is the minimum storage period?
There is no minimum storage period.
Can I have my stored goods delivered to me?
Yes, you can request delivery of your stored metals at any time. Simply contact us and we will arrange secure, insured delivery to your specified address.
What are the charges to have my goods delivered from storage?
Delivery charges from storage depend on the value and quantity of items being delivered. We use fully insured courier services. Please contact us for a delivery quote.
Can you store my gold / silver bullion?
Yes, we offer storage for all gold and silver bullion products including bars and coins. Our storage facility is insured and meets the highest security standards.
How do I know if my goods are safe when stored with you?
Your metals are held in high-security, insured vaults, including facilities that meet London Bullion Market Association (LBMA) standards. They are stored on an allocated basis, meaning your holdings are clearly identified and kept separate from other clients' assets. If required, confirmation that your goods have been safely received and secured, can be sent to you directly from the storage facility,
If you would like full details of the insurance cover and storage terms, please contact us and we will provide the relevant terms and conditions for the service.
Delivery
How much does delivery cost?
We offer free delivery for all orders.
Which countries do you deliver to?
We deliver to England, Scotland, Wales and Northern Ireland. Larger orders to other countries can be accommodated by special arrangement. Please contact us to discuss your requirements.
Can I change my delivery address?
For security reasons, we can only deliver to the address registered on your account. If you need to update your delivery address, please contact us before placing your order.
What happens if I am not at home to take delivery?
Our courier will attempt delivery and leave a card if you are not available. You can then arrange a redelivery or collection from a local depot. We recommend ensuring someone is available to sign for valuable packages.
When receiving goods via Royal Mail Special Delivery, anyone at your home can sign for delivery, at your responsibility.
How will I know when my order is being delivered?
You will receive a dispatch confirmation email with tracking information once your order has been shipped. You can use this to track your delivery in real-time.
What is the latest time I can place an order for next-day delivery?
Subject to availability, orders placed and paid for before 2pm Monday to Friday, will be dispatched the same day for next working day delivery.
Is my delivery insured?
Yes, all deliveries are fully insured for the full value of the contents. We use specialist precious metals couriers with appropriate insurance cover.
How are my goods sent and delivered?
We use specialist couriers experienced in handling precious metals. Your items are securely packaged and sent via tracked, insured delivery requiring a signature on receipt.
How long will it take to receive my order?
Subject to availability, if your cleared payment is received and confirmed by us before 2pm on a business day, your order will be dispatched the same day for delivery the next working day.
Collection
Can I buy online and collect my order in store?
Yes, you can select "Collection in Store" at checkout. Your order will be ready for collection from our Hatton Garden office once payment has cleared and any required ID checks have been completed. Please remember to bring valid ID when collecting.
Will I need my ID to collect my order?
Yes, you will need to bring valid photo ID (passport or driving licence) when collecting your order. For first-time customers, proof of address will also be required.
Can I park near your office?
Street parking in Hatton Garden is limited. There are several NCP car parks nearby, and Farringdon and Chancery Lane tube stations are within walking distance.
When can I collect my order if I selected "Collection in Store" at checkout?
Once you have received confirmation, your order can be collected Monday to Friday between 9.45am to 3.45pm.
Payment
Which payment methods do you accept?
We accept bank transfer (BACS/CHAPS), debit cards and credit cards. Bank transfer is required for all orders over £12,500.
Can I pay online by Debit or Credit Card?
Yes, we accept personal Visa and Mastercard, debit and credit cards for online payments up to £12,500 per transaction. Please note, we do not accept payment over the phone.
Do I have to provide identification to purchase from you?
Yes, in accordance with UK anti-money laundering regulations, we require valid photo ID and proof of address for all customers. This is verified before your first order is dispatched.
Is VAT payable on bullion products?
Investment gold is VAT-free in the UK. Silver, platinum and palladium bullion products are subject to VAT at the standard rate (currently 20%) unless taking advantage of our VAT-free storage solutions in Switzerland.
Why is the price different when I place my order?
Precious metal prices fluctuate constantly based on market conditions. The price you see on our website is indicative and the final price is locked in when you complete checkout.
Your prices for Gold and Silver are above current market prices. Why is that?
Our prices include a premium over the spot price which covers manufacturing costs, shipping, insurance, and our operating costs. The premium varies by product type and quantity.
Can I order over the phone?
Yes, you can place orders by phone during our business hours. Call +44 207 242 6521 to speak with our sales team.
How much time do I have to make my payment?
For bank transfers, payment must be received within 24 hours of placing your order. If you have payment limits, please contact us. Card payments are processed immediately at checkout.
Can I buy in cash from you?
We do not accept cash payments for precious metals due to anti-money laundering regulations. All payments must be made by bank transfer or card.
Do you have a minimum or maximum spending limit?
For payments by debit or credit card, orders are accepted up to £12,500. For payments made by bank transfer, there is no fixed maximum order value. There is a minimum order value of £750.
Business Customers
What type of scrap do you purchase from business customers?
We purchase all types of precious metal scrap including jewellery manufacturing waste, polishing dust, sweeps, dental scrap, electronic scrap, and industrial precious metal waste.
How long will it take to process my job?
Processing times depend on the type and quantity of material. Typically:
Scraps: 1-2 working days
Lemels & Melts: 5-7 working days
Sweeps: 10-14 working days
What are the payment options for business customers?
Business customers can receive payment by bank transfer (BACS) once the job has been processed and the precious metal content has been determined. We can also provide settlement in physical metal if preferred.
What are the prices for Melt and Assay?
Melt and assay charges depend on the type of material and quantity. Please contact us with details of your material for a quote. We offer competitive rates for regular trade customers.
Do you recover sweeps?
Yes, Gerrards can process your sweeps. Assay prices for sweep jobs are as follows:
Au or Ag sweep treatment charge: £6.50 per kilo – minimum charge £65 including a gold/silver assay (additional Ag £40, additional Pt and/or Pd £37 each).
Note: Gold leaf type materials treatment charge £6.50 per kilo – minimum charge £90 including a gold assay.
