Customer Information
Complaints Procedure
If you are unhappy with a Gold Factory product or service, please tell us.
150. CUSTOMER COMPLAINTS
If a customer is unhappy with a Gold Factory product or service, a formal complaint should be submitted by email to sales@goldfactory.co.uk so that we can investigate and maintain a clear written record.
Please provide where relevant: name; contact details; order, invoice or repair reference; date; description of the issue; and any photographs or supporting information.
151. RESOLVING DISPUTES
Gold Factory will endeavour to resolve genuine disputes reasonably.
Nothing in these Terms prevents either party from exercising a legal right to use a court, regulator or legally available dispute-resolution process.
Can I complain by telephone?
The team can discuss an issue by telephone, but the formal complaint should be sent by email so there is a clear written record.
These are Part AN of the Gold Factory Terms & Conditions.
Your Jewellery. Our Workshop.
Whether it needs resizing, repairing, restoring, resetting or simply some professional attention, start your repair with our workshop.
Monday to Saturday: 11:00 am to 6:30 pm. Sunday closed.