Privacy, Security & Communication Preferences

17 questions answered. All FAQ topics

Marketing Preferences

Can I choose Email, SMS or WhatsApp marketing separately?

Yes. You can choose Email, SMS and WhatsApp marketing separately and change those preferences later.

Can I opt out of all marketing?

Yes. Customers can opt out of optional marketing communications.

Will opting out of marketing stop essential order or service messages?

No. Necessary transactional and service communications are separate from optional marketing messages.

Security, CCTV, Privacy & Marketing

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.

Does Gold Factory sell customer data?

Gold Factory does not sell customer personal information as a commercial database.

Does Gold Factory use CCTV?

Yes. CCTV operates in the store for security, crime prevention and evidence purposes.

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.

How can I ask for my personal data?

Send a privacy request to sales@goldfactory.co.uk. The team may need to verify identity before releasing information.

How can I correct or delete my personal information?

Contact sales@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.

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.

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.

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.

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.

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.

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.

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.

Will Gold Factory help the police if jewellery is suspected stolen?

Yes. Gold Factory requires ID for gold buying and will assist police enquiries.