Customer Service, Complaints & Reviews

Both walk-ins and appointments are available, subject to staff availability. An appointment can reduce waiting.

Yes. Jewellery cleaning is available as a paid service, and Gold Factory also sells jewellery-cleaning products in store and online.

Yes, normally from over 6 months old. Gold Factory may refuse if staff believe the baby is too small or that piercing should not proceed.

Yes. The team can often source unusual jewellery, diamonds, gemstones or pre-owned items. Provide as much detail as possible.

The team can discuss an issue by telephone, but the formal complaint should be sent by email so there is a clear written record.

If the customer asks, say: "Pop into the shop and we will do our best to look after you." No specific discount is guaranteed.

Yes. For a high-value or large order, an appointment is recommended so stock, payment, pricing and security arrangements can be discussed properly.

Yes. Use the official Gold Factory WhatsApp option shown on www.goldfactory.co.uk.

Yes, where the chat system supports it. Photos are useful for repair enquiries, sourcing, bespoke discussions and initial product questions, but a physical inspection may still be required.

Gold Factory can provide trade services for appropriate jewellery businesses, including workshop/repair arrangements. Separate trade terms can apply.

Gold Factory's preferred complaint method is email. Send the complaint to sales@goldfactory.co.uk with the order/invoice number, contact details and a clear explanation of the issue.

Gold Factory will respond as soon as possible. Response times can vary according to the enquiry and staff availability.