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0800 038 5510

FAQ's

 

Cleaning Coins

You shouldn't attempt to clean your coins. Soft metals such as gold are easy to damage or tarnish so we strongly advise our customers not to clean their coins.

Capsules

Your coin is supplied in a capsule to offer protection to the coin and to maintain the quality for years to come. We strongly recommend you leave your coin in its capsule. In some cases the coin supplied will be of proof quality and by removing it from the capsule you are likely to damage its finish.

Catalogue

We currently don't have a catalogue. However our website is always up to date with our latest products and current prices.

Valuations

We are unable to provide you with any valuations of your individual coins or collections.

Buying Coins

We currently do not offer a buy back service.

Contacting Us

Please use the contact us page to send any general enquiries or correspondence via email. If you wish to track the progress of your order, please visit your account. Any updates will be posted and you will be informed by email. If you would like any advice before you order or for general customer service enquires please email us or telephone 0800 038 5510 during normal working hours Monday to Friday 9am–5pm. You can also write to us at The Jubilee Mint, PO Box 9070, Bournemouth, BH1 9AS.

Pricing

All prices quoted are in pounds (£) sterling and inclusive of UK VAT (where applicable), but exclude delivery charges. We reserve the right to alter our prices at any time and without prior notification. In the unlikely event that we have advertised an incorrect price for a product we will contact you for you to confirm you are happy to pay the correct price. If you do not wish to continue with the order we will cancel the order and raise a full refund.

Paying By Phone

To place an order or make a payment on the phone simply call our customer service team on 0800 038 5510, we can process all major Credit/Debit card payments.

Paying By Post

You can pay by cheque or postal order, simply address them to The Jubilee Mint and post to: The Jubilee Mint, PO Box 9070, Bournemouth, BH1 9AS. Please write the invoice number on the back of the cheque or postal order. Unfortunately we cannot accept cash payments.

Paying Online

Simply use our quick pay option to make a payment by Credit/Debit card against your account.

Easy Pay

On many of our products we offer the “Easy Pay” option. The easiest way to pay! If you choose to pay with this option the product cost will be spread across equal interest-free instalments. Payment one will be charged to your Credit/Debit card upon you placing an order, you will also be charged for the delivery cost with this instalment. By agreeing to pay with our Easy Pay scheme you are agreeing for us to have Continuous Credit Card Authority to take the remaining instalments in equal amounts every 28 days thereafter. You will not be charged any interest to use our Easy Pay option.

Continuous Credit Card Authority

By agreeing to us having Continuous Credit Card Authority we can automatically charge your Credit/Debit card in line with any instalment agreements you have made with us, collections you have joined or for any future orders you place.

Your account will always be up to date and you will not need to send any cheques or postal orders. When your card expires we will contact you to renew your authorisation. You have the right to cancel the Continuous Credit Card Authority at any time by simply calling our customer service team on 0800 038 5510.

Collecting With Monthly Deliveries

If you have purchased a product on one of our collections you will be given the option to pay by Continuous Credit Card Authority (see above) or to be invoiced monthly on home approval. If you have chosen to be invoiced monthly we will send you the latest product for your collection each month for you to view and then decide if you wish to add the product to your collection. If you keep the product the invoice will be due for payment within 10 days of receiving the delivery.

30 Day Money Back Guarantee

Our 30 Day Money Back Guarantee will cover you if for some reason you are not happy with your delivery or no longer require it. All you need to do is return your delivery to us with your invoice, stating clearly the reason for the return and whether you require a replacement or a refund.

If you wish to return goods after they have been delivered to you please ensure the goods are in their original state, it is your responsibility and cost to send goods back to us on a suitably insured service with proof of posting. If the goods don't reach us you can raise a claim through your opted delivery service.

If you paid for your order with a Debit/Credit card, you will automatically receive a refund on your card once your delivery has been returned. Otherwise we will credit your account. For a refund of your credit balance, call our Customer Services Team.

Deliveries

You will always be quoted a delivery charge, we will quote the figure to you at the point of order and you can use the deliveries tab on the product you are wishing to purchase to view our current delivery destinations, rates and estimated delivery lead times or alternatively you can call our customer services team on 0800 038 5510.

Upon delivery please ensure you check the goods before signing for them. If any of the goods are damaged on arrival please do not accept the delivery and instruct the courier to return the goods to sender. Once you have accepted the goods any errors or damages should be notified to us as soon as possible so we can rectify any problems.

We will always try to deliver goods within the quoted lead times and you will be notified by email when they have been despatched.

Incorrect Or Damaged Goods

If you receive any damaged goods or incorrect goods please contact us on 0800 038 5510 to report the problem, we can confirm whether you would like a replacement product or require a refund. We will refund or replace your goods within 30 days including any postage charges incurred.

Returning Goods

Simply return the delivery along with your invoice, stating clearly on the front of the invoice the reason for return and if you require a replacement or a refund. All returns should be sent to The Jubilee Mint, PO Box 9070, Bournemouth, BH1 9AS.

Please ensure the goods are in their original state. Goods should be returned to us, at your own cost, on a suitably insured service with proof of posting. If the goods do not reach us, you can raise a claim through your opted delivery service.

Complaints

In the unlikely event that you should ever need to complain, you can contact us in the following ways:

By Phone: 0800 038 5510
By Email: customerservices@jubileemint.co.uk
By Post: The Jubilee Mint, PO Box 9070, Bournemouth, BH1 9AS

We will contact you within 24 hours (working day) of receiving your complaint.

Security

We use the latest technology to ensure any personal information you enter on to our website is secure.
We do not store any of your financial data.
We use Sage Pay to process all our online payments, Sage Pay use the latest technology to protect against fraud and are PCI DSS compliant. There are four levels of PCI DSS compliance, with Level 1 being the highest level.
Sage Pay is a PCI DSS Level 1 payment service provider.

Cookies

Changes in the law mean that from 26 May 2011, we need your permission to save cookies on your computer. Cookies are small files which are sent to your browser and stored on your computer's hard disk. Some pages on this website require cookies to be enabled to work correctly. For example you will not be able to log into password protected areas without cookies.

The cookies we use are Google Analytics (web analytics cookies) and session cookies to enable access to secure areas of the website. Google Analytics cookies are used to help record your use of this website. They are used to collect statistics about site usage such as when you last visited the site. This information is then used to improve the user experience on our website. The Google Analytics cookies contain randomly generated IDs used to recognise your browser when you read a page. The cookies contain no personal information and are used only for web analytics. We encourage you to accept the cookies our website uses as they help us to improve the user experience for you and many others.

We also use cookies to enable users to register on the website, and access password protected areas. These cookies contain no personal information and are required for the website to function correctly. Refusal of this cookie will mean that you will not be able to use this website fully. If you do not want to receive cookies from this website, select cookie settings under the privacy settings in your browser options, then add our domain to the list of websites you do not want to accept cookies from. Under settings you can also delete individual cookies or any cookies that your browser has stored. Please note that to submit details and use this web site as it is intended you will need to accept/allow cookies to be stored on your browser. You can find more information on how to delete and control cookies at www.aboutcookies.org.