Frequently asked questions
General
Can I sell my gold/silver back to you?
Yes, we do buy back gold/silver. Please enquire for a no-obligation quote.
Payment can be made either by bank transfer
Do you base your buying / selling prices on the current gold/silver price?
Prices on our website are continuously updated to reflect real-time changes in the spot market throughout the trading day.
Clients who choose to transact by phone will be quoted a price based on the current market rate at the time of the call.
Please note that phone-quoted prices may differ from those displayed on the website.
How do I know my gold/silver is genuine?
All our gold/ silver is investment-grade and thoroughly tested. We source exclusively from reputable refineries and mints.
Do you offer secure delivery?
Yes. All bullion orders are discreetly packaged, fully insured, and shipped via secure courier.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
How can I pay for my purchase?
We accept bank transfers, credit/debit cards, and secure online payment options.
Do you offer investment advice?
While we provide product guidance and market insights, we do not offer regulated financial advice.
Refunds & Returns Policy
What is this policy and what laws does it follow?
This policy applies to all purchases from Fitzroy Bullion and complies with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your statutory rights are not affected.
Can I return non-bullion items if I change my mind?
Yes. Most non-bullion products purchased online may be returned within 14 days of delivery. Items must be unused, in the same condition received, and include all original packaging, certificates, and accessories where applicable.
Can I cancel or return bullion products?
No. Gold, silver, platinum, and other investment-grade bullion products (including bars and coins) are exempt from cancellation rights under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 because their prices depend on financial market fluctuations outside our control.
Why are bullion orders final?
Bullion prices are locked at the time of order confirmation. Once confirmed, bullion orders cannot be cancelled, returned, or refunded due to market movements or a change of mind.
What happens if I cancel or don’t complete a bullion order?
If a customer cancels or fails to complete a confirmed bullion order, Fitzroy Bullion may recover any market losses, price differences, and reasonable administrative costs incurred.
What if my item is faulty, damaged, or incorrect?
If an item arrives faulty, damaged, or incorrect, please contact Fitzroy Bullion as soon as possible after delivery. We will arrange a repair, replacement, or refund in line with UK law.
How are refunds processed?
Approved refunds will be issued to the original payment method once returned goods have been received and inspected. Refunds may be reduced where handling has gone beyond what is necessary to establish the nature and characteristics of the goods.
How do I start a return?
To request a return, contact Fitzroy Bullion with your order number and details of the item(s). Customers are responsible for secure, tracked, and insured return shipping unless the item is faulty or incorrect.