Gold Buying by H.SamuelFrequently Asked Questions

FAQs

Below are our answers to some frequently asked questions about Gold Buying at H.Samuel.

If you have any other questions about Gold Buying, please contact customer services on 0845 609 2000. Click on a question to view the answer.

1. What items do you buy?
2. How do I know what carat my gold is?
3. What if I don't know how much my gold weighs?
4. Do you buy items containing diamonds or other gemstones?
5. What if I have an item which may have antique value?
6. How will my items be delivered and kept safe?
7. How much will it cost to send my items to you?
8. What if my package gets lost or damaged in transit?
9. Is there a minimum or maximum amount I can send you?
10. I live outside the UK. Can I still send my items?
11. How will I know when my package has safely arrived at H.Samuel?
12. Can I take my items to an H.Samuel store for recycling?
13. How much will I be paid for my gold?
14. How will you let me know the value of my gold?
15. How will I receive payment?
16. How long will it take to receive payment?
17. What if I change my mind?

1. What items do you buy?

A list of the items we do and don't buy can be found in our What We Buy section. We accept broken, damaged and incomplete items. There's no need to clean or sort your items before sending them to us.

2. How do I know what carat my gold is?

You don't need to know the exact type or carat weight of your gold before sending it to us. We will weigh and value your items on receipt, using specialised equipment. Gold is often alloyed (diluted) with other metals. We will measure the gold content and calculate a valuation accordingly. The gold content is generally stamped on the jewellery (as a hallmark), but some gold is un-hallmarked. We accept both hallmarked and un-hallmarked items.

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3. What if I don't know how much my gold weighs?

You don't need to weigh your items before sending them. We have specialised weighing equipment to accurately weigh your items.

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4. Do you buy items containing diamonds or other gemstones?

Unfortunately we are not currently able to accept items containing gemstones. We recommend you visit another reputable source to get the best value for these items.

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5. What if I have an item which may have antique value?

The H.Samuel Gold Buying service is for unwanted gold only. If you have an item that you believe has antique value, we recommend that you take it to an H.Samuel store where we will offer you a valuation service.

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6. How will my items be delivered and kept safe?

Your Gold Buying Pack will contain a Royal Mail pre-paid return envelope. This service is free to use and includes insurance up to a maximum value of £500. You will be able to track the progress of your package to our Gold Buying Centre by visiting the Royal Mail website and entering the tracking number on your postage receipt.

The security of your items will be treated with the utmost care. Once received at our premises, your items will be unpacked and stored in a secure area by specialist trained jewellery experts with the backing of our 140 years experience handling jewellery.

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7. How much will it cost to send my items to you?

It's FREE. Your Gold Buying Pack will contain a pre-paid Royal Mail envelope which includes insurance up to a value of £500.

If the value of your items is more than £500, please call our customer services team on 0845 609 2000 to arrange for the required number of packs to be posted to you.

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8. What if my package gets lost or damaged in transit?

Your package will be insured under the Royal Mail Special Delivery service up to a value of £500. If your package gets lost in transit, you should contact the Royal Mail to make a claim. Please ensure that you retain your proof of postage.

If we receive a package that has been opened, damaged or tampered with, we will contact you immediately to advise you. We recommend that you read our Terms and Conditions relating to dispatch of gold items.

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9.Is there a minimum or maximum amount I can send you?

There is no minimum amount.

The maximum amount we will accept in a single transaction is £2,500. Please note that each package you send is insured to a maximum value of £500. If you think your items may total more than £500, please call our customer services team on 0845 609 2000 for further advice.

The total value of items we will accept from any single customer in a 12 month period will not exceed £10,000.

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10. I live outside the UK. Can I still send my items?

Unfortunately we are not currently able to accept gold from customers living outside the UK.

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11. How will I know when my package has safely arrived at H.Samuel?

You can track the progress of your package from the time you post it to the time we receive it. Simply visit the Royal Mail website and enter the tracking number of your parcel, which you will find on your proof of postage receipt.

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12. Can I take my items to an H.Samuel store?

We're currently unable to accept items in store.

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13. How much will I be paid for my gold?

The price we offer for your gold will be based on 3 factors:

• The purity (carat value eg 9 carat)
• The weight of the item(s)
• The market price of gold on the day we make the offer

Our experts will value your gold to the highest standards, using specialist equipment for this purpose. Please note that the value of gold can go up and down on a daily basis. For this reason, any quote will be guaranteed for 48 hours from the time the offer is made. We will be happy to re-quote if you do not accept the offer within this time period.

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14. How will you let me know the value of my gold?

We will call or email you (depending on your preference) within 3 working days of receipt of your package. If we are unable to make contact with you using your preferred method, we will make a follow-up contact using the alternative method. If, after 10 days from receiving your items, we have been unable to contact you, your items will be returned to you at no cost.

If we conclude from our assessment that your items have no precious metal value, we will offer to dispose of these free of charge.

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15. How will I receive payment?

You will receive payment by cheque. You may also be given the option, if you prefer, to receive payment by H.Samuel gift card, redeemable in any H.Samuel store. Your payment will be sent to your address.

Cheque payments will be made out to you (we cannot make payments to anyone other than you) and you are required to hold a UK bank account.

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16. How long will it take to receive payment?

Payment will be sent within 5 working days of acceptance of our offer.

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17. What if I change my mind?

If you change your mind after sending your gold and before accepting our offer, just let us know and we'll return your items to you at no cost. Call our customer services team on 0845 609 2000 giving your tracking reference provided on your Royal Mail receipt.

Once you have accepted our offer to buy your gold, you will not be able to change your mind. Your gold will be sent for recycling immediately after you accept the offer.

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