Shipping, Delivery and Cancellation Policy

We supply gold to order. We do not hold stock reserved for your order, and we place our own order with our supplier only after your order has been accepted for pricing.

Your gold is released for collection or dispatched for delivery only when all of the following have happened:

Usually ready within one week (Hong Kong business days). The status of your order, and a notice when it is ready, are shown on your order page.

This period is an estimate. It depends on our supplier, on the date your order is paid in full and on the checks we must carry out. Weekends, general holidays in Hong Kong, typhoon and rainstorm warnings and events outside our control may extend it. We will tell you if we expect a material delay.

If we are unable to supply your order within a reasonable time, you may cancel it and we will refund in full the amounts received.

We deliver to addresses in Hong Kong only. We do not deliver to post office boxes, lockers or parcel collection points, and we do not export.

The delivery methods available for your address, and the delivery charge, are shown at checkout before you pay. The charge is stated on your invoice.

Delivery is made by a carrier or secure logistics provider appointed by us. When your order is dispatched we will give you the carrier's name and a tracking number, which also appear on your order page.

The consignment is insured from dispatch until it is signed for at the delivery address. Insurance ends on signature.

Delivery is made only to the delivery address on the order, to the verified buyer or to an adult at that address who produces identification and signs for the consignment. The carrier may refuse to hand over the consignment if it is not satisfied of the recipient's identity. We may require that the buyer receives the consignment in person.

You must make sure someone is available to receive the delivery. If delivery fails because no one is available, the address is wrong or the recipient cannot be identified, we will contact you to rearrange it, and we may charge our reasonable, documented cost of redelivery.

We cannot change the delivery address after an order has been placed, except at our discretion and after further verification.

Where collection is offered for your order, it is shown as an option at checkout. Collection is by appointment only, at the place and time we confirm to you. Please do not attend without a confirmed appointment.

At collection you must produce the original identity document used for your verification and sign a receipt. We will not release gold to anyone who cannot be identified.

If you wish someone else to collect for you, you must ask us in advance. We may refuse. If we agree, your representative must produce their own original identity document, a signed letter of authority from you and any other evidence we ask for.

No payment of any kind is accepted at collection.

We do not store gold for customers. You must collect your order or accept delivery within the period stated in our notice that it is ready.

If you do not, we will contact you using the details in your account. We may charge our reasonable, documented costs of storage, insurance and redelivery from the end of that period, and, after giving you notice, we may treat your failure as a breach of the Contract and exercise our rights under the Terms.

The gold remains our property and at our risk until it is handed over to you, your approved representative or the person who signs for it at the delivery address. Ownership and risk pass to you at that moment, provided the Final Price has been paid in full.

Inspect the parcel before you sign. If the outer packaging or security seal is torn, opened or shows signs of tampering, refuse the delivery or record the condition on the carrier's delivery record, and tell us at once.

Check the contents against your invoice as soon as you receive them. If an item is missing, damaged, incorrect or not as described, notify us within 48 hours of receipt, giving your order number and a description of the problem.

We recommend that you record a continuous video of the sealed parcel being opened, and take photographs. This is supporting evidence that helps us and the insurer. It is not a condition of making a complaint.

Keep the item, all packaging and any assay card until the complaint is resolved. Do not remove an item from its sealed mint packaging.

What we do about a problem is set out in the Returns and Refund Policy.

If a tracked consignment has not arrived by the expected delivery date, tell us promptly so that we can make a claim within the time allowed by the carrier and the insurer. You must give us any statement or police report that the carrier or insurer reasonably requires.

The deadline is shown as a date and time on your order page. Where a refund is due we initiate it within 2 Hong Kong Business Days, to the account the payment came from.

The costs we may deduct after the deadline are those we have actually and reasonably incurred, such as a loss on reversing the purchase with our supplier, bank charges and reasonable administrative costs. We do not charge a fixed penalty.

We may cancel an order if we cannot obtain the gold from our supplier, if a payment is not made when due, if verification of the buyer or payer cannot be completed, if we know or suspect the order is connected with unlawful activity, if there has been an obvious pricing or system error, or if an event outside our control prevents supply. The full list is in the Terms.

If we cancel because we cannot supply, we refund in full all amounts received for the order.

If an order is on hold for a compliance reason, a refund is made only after a compliance review and only where the law allows.

Questions about a delivery, a collection appointment or a cancellation: