Orders, Pre-Orders, Made to Order & Account

Yes, where the Wishlist feature is enabled.

Yes. Order History shows relevant previous and current orders in your customer account.

Yes. Website and transaction security systems can record information such as IP address as part of security, fraud-prevention and account activity records.

Yes. Registration uses an email one-time password or verification code.

Yes. Registration uses a mobile one-time password or verification code.

Yes. The registration process checks that the entered address is valid.

Depending on the features enabled for the customer, My Account can include orders, addresses, preferences, Wishlist, Gold Bank information, Lay Buy information and other account-linked services.

The registration process can require customer details including date of birth, address and contact information, together with the applicable verification steps.

Track Order Status shows Gold Factory's order-processing progress and is separate from courier shipment tracking.

Track Shipment shows the courier journey after an order has been dispatched, using the applicable tracking information.

Order Status shows what is happening within Gold Factory's order process. Shipment tracking applies after dispatch and shows the courier's progress.

Unless clearly stated otherwise, prices are shown in Pounds Sterling (GBP) and consumer prices include VAT where applicable.

Gold Factory may refuse or cancel an order for legitimate reasons such as stock unavailability, an obvious pricing or description error, failed payment, fraud concerns, legal restrictions or inability to fulfil the order. Any money properly due back will be refunded.

Yes, reasonable limits may apply to limited-stock jewellery, promotional items, bullion or unusual purchase volumes.

Yes, where technically possible. Special orders normally require a minimum 50% deposit, with the balance due when the item is ready and its final weight is known.

Yes, many out-of-stock designs can be Pre Ordered or specially ordered, subject to availability and manufacturing capability.

Yes, where pricing depends on final weight, precious-metal price or agreed specifications. The ±5% manufacturing weight tolerance can apply to made-to-order jewellery.

Yes. Online and in-store promotions can differ unless the offer expressly says otherwise.

Timing depends on the item, design complexity, manufacturing process, stones and availability. Gold Factory confirms the estimated lead time for the specific order rather than applying one fixed timescale to every special order.

A minimum 50% is normally required for special or made-to-order items unless Gold Factory agrees otherwise.

No. Stock can change and some jewellery is available both online and in store. Availability is not final until Gold Factory confirms and allocates the item.

Pre Order means the design is not currently available for immediate dispatch but Gold Factory can arrange to supply or manufacture it. The website can show the price and the team can confirm timing and specifications.

Gold Factory will contact the customer and may offer an alternative, a Pre Order, manufacture/sourcing of another piece or a refund where appropriate.

Gold Factory may correct an obvious website error and contact the customer about the available options. The outcome depends on the circumstances and the applicable order terms.

Gold Factory may correct an obvious website pricing error. The customer may be offered the correct price or cancellation, depending on the circumstances and whether the order has been accepted.

The balance is normally paid once the item is ready and has been weighed, subject to the agreed order terms.

A quotation or automated acknowledgement does not always mean final acceptance. Gold Factory's Terms & Conditions govern when the order is accepted and confirmed.