FAQ

How much is delivery?

We offer free fully insured delivery on all orders for delivery within the UK. For orders below £500, your order will be shipped via Royal Mail Signed For 2nd Class and should take up to 7 working days. For orders above £500, your order will be shipped either via Royal Mail Special Delivery Guaranteed by 1pm, or by UPS Next Day. All orders will require a signature and orders made before 1pm will be shipped the same day. You can upgrade your delivery method at checkout.

Will my delivery be insured whilst in transit?

Your order will be delivered in discreet, unbranded packaging and will need to be signed for on delivery. We have a "goods in carriage" insurance policy underwritten at Lloyds of London which covers each package for up to £50,000. Please note we accept no liability for items once signed for at work addresses or houses of multiple occupancy.

Can I change my delivery address?

For security reasons we can only dispatch debit & credit card orders to the card holder’s registered address. Please ensure the name on the card and address it is registered to matches the delivery details on your order. This is to protect against attempted fraudulent transactions and identity theft. Customers can (subject to our discretion) request delivery to a work address. This is not always applicable, and does require the customer's signing of an insurance waiver to confirm their authorisation.

Do you permit shipping to a PO box?

In accordance with UK law and security, we only ship the goods to the registered billing address provided in the online orders.

How Do I Find Out My Tracking Number?

Within 48 hours of your order being confirmed and packaged ready for dispatch you will receive your tracking number in an email. You can also view the status of the order via your online account portal.

What is required in a courier delivery?

The courier delivery can only be made to your billing address. We offer a fully insured, next day delivery service via the Royal Mail and UPS. The person carrying out the delivery must document the handover of the shipment by taking a signature. In case you are not able to be present for the delivery, you can also nominate family members to receive the goods, who will require to provide either a written approval and a copy of your identification/ their own identity card or passport.

What if I am not at home to take delivery?

In the event nobody is home to sign for your delivery, a red card/slip will be left to indicate attempted delivery, or this will be communicated via your tracking page. Royal Mail: Deliveries by your local postal worker will typically be attempted by 1pm, though some local services can run until 9pm. UPS Courier: Deliveries by UPS take place between 8am and 8pm weekdays.

When do you send my order?

All orders made before 1pm, with cleared funds, will be shipped the same day. Orders that we receive after 1pm will be dispatched the following day. We do not send out orders over the weekend.  

Do I need to register to purchase online?

Yes, we require our customers to register with us as it allows for access to our customer access portal to view invoices online and to facilitates future purchases. You can also able to check the status of your order via our online customer portal.

How do I know if my payment is received?

Once we are in receipt of your payment you will get an automated email with an update on the status of your order. You will also be able to check the status of your order via our online customer portal.

What are the purchase limits for each order?

Debit Card/ Credit Cards - up to £10,000 via the web shop Bank Transfer - up to £50,000 For larger trades, please call contact for more information

What currencies do you accept?

We only accept payments in GBP Sterling at present.

What is 3D Secure/Authentication?

First launched in 2001 by Visa, 3D secure authentication is now widely used by all major credit and debit card issuers. It’s a fraud prevention safeguard designed to provide an additional layer of security in card-not-present transactions. 3D secure authentication adds an extra step to the payment process, redirecting customers to their card issuer during checkout. Here’s how it works:

1. A customer enters payment details on the checkout page of a website.
2. The customer is redirected to their card issuer’s 3D secure web page.
3. The customer enters a one-time authentication code or password.
4. The details are verified by the card provider and payment is approved.
5. The customer is directed back to the main payment page.

In some cases, there’s no need to enter any password or authentication code. Instead, the bank or card issuer can automatically verify the transaction.

What is the price countdown in the cart?

Prices online are updated every minute. During checkout, you have 15 minutes to complete your order before the prices of the items are updated again.

What time can I order online?

Our online web shop is available 24 hours, 7 days a week.

Where can I find the payment information?

If you have chosen to make a bank transfer, the details of the payment information will be included in your order confirmation sent via email. The payment details are as follows: Bank: Lloyds Bank Account Name: SuisseVault Limited Account Number: Sort Code: IBAN Number: BIC or SWIFT Code:

What documentation do I need?

To ensure we comply with HMRC, Identification is required for all of the following:

• Purchase orders of over and including £5,000
• Multiple orders with a total of £10,000 or more in a 12 month rolling period
• International debit card orders.

In some circumstances, ID may be requested on orders below £5,000. We will require two of the following forms of identification: A passport and a photo driving license OR one of these in addition to a recent utility bill with current name and address, dated within the last three months. Further information on documentation requirements is available on the Payment & Identification LINK

Are Bullion Products VAT-free?

Since 1st January 2000, investment gold is exempt from VAT throughout the EU, HMRC notice 201/21a. In the UK the full value of new silver products are subject to 20% VAT. Non-investment gold, such as low fineness coins, jewelry and medallions, as well as palladium and platinum products are treated to the same rules as for silver. You may be subject to local VAT rules so please consult your local tax authorities for more information.

Will I be charged VAT on silver?

Yes, if you request to take delivery of your metal, then VAT will be payable. All “white” metals which includes silver, platinum and palladium attract VAT.

Can I buy VAT free silver from SuisseVault?

Yes, you can as long as you choose to store your silver in our vault you will not have to pay VAT.

Is VAT payable on Bullion products?

Under current UK and EU guidelines, VAT is not payable on investment gold. However, silver bullion is subject to VAT at a rate of 20%. Please note, Alternative VAT rates may be applicable for customers from the Channel Islands.

Has My Order Been Processed?

You will receive an email confirming that your order has been placed, and another once the order has been accepted and dispatched. If the ordered item is in stock it will be dispatched within 48 hours. However, if the chosen item is "orderable" you will be contacted on a fortnightly basis regarding the progress of your order. If there are any issues with your order, we will contact you as soon as possible.

What Does Orderable Mean?

Some of our bullion products will appear as "orderable". This means that whilst we currently don't have any in stock, we are able to confidently source these items from the secondary market. This essentially acts as a pre order, allowing you to purchase your desired bullion when the spot price is opportune, irrelevant of our stock levels.

When is payment taken for ‘Orderable’ products?

Payment is taken after you have requested your order as payment is needed to secure your price with a fix at the current live price. You will own the gold as soon as your payment has cleared, and we have accepted your order. We will confirm by email once your order has been accepted. From this point on you will have the option to receive weekly updates about the progress of your order. Since you will own the Gold, we will also quote a current buy back price and upgrade / exchange options for items we have in stock for immediate delivery.

Will I get an assay certificate when buying your products?

The products that come with an assay certificate are detailed as such on our website. Click on the LINK to view product catalogue

What Is A Proof Coin?

A proof coin is of the highest quality and detail, sharpness and finish. Due to the hand produced dies and incredibly high relief of each design, these pieces command a far higher price, but a flawless piece is expected. The spectacular finishes do firmly place proof coins as a collector's item. Proof coins therefore may not be the choice for investors wishing to pay the lowest premium for bullion.

Can Someone Pay on My Behalf?

Unfortunately, we do not accept 3rd party payments. Orders paid for by debit cards will only be dispatched to the registered billing address of the card. The order will only be accepted if the cardholder name matches the name on the order form. We may ask for additional confirmation, in the form of photographic identification, in order to prove customers identity and registered address.

What forms of payment do you accept?

We accept payments by Bank transfer, Debit and Credit Card.

• Bank Transfer - You can choose to pay by bank transfer up to £50,000
• Debit/ Credit Card - You can pay online using a debit card up to the value of £10,000.

Where can I find the payment information?

If you have chosen to make a bank transfer, the details of the payment information will be included in your order confirmation sent via email. The payment details are as follows: Bank: Lloyds Bank Account Name: SuisseVault Limited Account Number: Sort Code: IBAN Number: BIC or SWIFT Code:

When should I invest in Precious Metals?

Gold may offer investors a safe haven in times of economic and geopolitical volatility. It also provides a way of preserving wealth in a high inflation environment. As with shares, the price of gold is volatile. However, it has delivered an increase in value over the last 30 years. Investors should also consider the effect of foreign currency movements when deciding whether to buy gold. Gold is typically denominated in US dollars and, as a result, tends to have an inverse relationship with the US dollar. This means that, if the US dollar strengthens against other currencies, the price of gold can fall. Overall, it is difficult to assess whether it’s a good time to buy gold as its price is dependent on a number of factors. Although a continuation in the current level of economic and political uncertainty may provide a tailwind for gold prices, investors should also be aware of the volatility of this asset.

What does Assay Certification mean?

An Assay Certification of Authenticity seal guarantees the weight and the fineness of a bullion product. All manufacturers which are approved by the LBMA provide this guarantee. Every Certificate would normally have a unique serial number and come with a matching numbered certificate.

What Is Your Refunds Policy?

Investment coins and bars do not qualify for refunds as they are exempt from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and therefore customers do not have the right to cancel their order once the order has been accepted.

What forms of identification will I need?

To ensure we comply with HMRC, Identification is required for all of the following:

• Purchase orders of over and including £5,000
• Multiple orders with a total of £10,000 or more in a 12 month rolling period
• International debit card orders.

In some circumstances, ID may be requested on orders below £5,000. We will require two of the following forms of identification: A passport and a photo driving license OR one of these in addition to a recent utility bill with current name and address, dated within the last three months. Further information on documentation requirements is available on the Payment & Identification LINK

What is the Spot Price of Gold?

The spot is the current market-clearing price of gold or silver set by supply and demand factors in the global financial markets. Spot price refers to 1 troy ounce of .999 fine gold or silver. Spot price also refers to the bid/ask price. The term "bid and ask" refers to a two-way price quotation that indicates the best potential price at which Gold can be sold and bought at a given point in time. The bid price represents the maximum price that a buyer is willing to pay for Gold. The ask price represents the minimum price that a seller is willing to take for that same security. The difference between bid and ask prices, or the spread, is a key indicator of the liquidity of the asset. In general, the smaller the spread, the better the liquidity.

Are Your Prices Updated?

Our live gold price feed updates every 60 seconds so you can see accurate fluctuations in gold price to help you make your investment decisions You can track the live gold price and see where the live price of gold is going using our Live Advanced Time Chart.

What is the purpose of the London Bullion Market Association (LBMA)?

The London Bullion Market Association (LBMA) represents the wholesale gold and silver market worldwide. Its members provide the banking, dealing, vaulting and transport services which buyers and sellers need to trade large-bar gold and silver efficiently. To ensure the quality of material, the LBMA issues and maintains on behalf of its members the Good Delivery List of bullion refineries, who are approved to produce the large bars accepted by the London market. These wholesale bars must meet strict standards of fineness, weight, shape and markings.

What is the Gold Fix (London)?

A twice-daily setting of the price of gold by five members of The London Gold Market Fixing Ltd, which takes place on the premises of N M Rothschild & Sons. The Gold Fix is officially a price for settling contracts between members of the London bullion market, but it is also used for setting prices of gold bullion and gold-related contracts and products across the world. The fix is used as a benchmark for spot transactions. From March 20, 2015, the price auctions have been independently operated and administered by ICE Benchmark Administration (IBA).

Delivery of Goods from Storage

You can request physical delivery of part or all of your metal holding at any time. Insured delivery will be made up to £50,000 per package. Shipping will be charged at £25 plus insurance charged at 0.25% of the total current value of the shipment. These charges are subject to VAT. For larger shipments, either we can deliver in multiple packages or via a high security armoured vehicle. (Additional charges may apply for transport).

Are your professional vaults fully insured against risk of default?

Our allocated and fully insured storage solution with Brink’s, the industry leaders in risk management and secured vaulting, gives you peace of mind that your investment is safe. Additionally, we also arrange for the storage facility to be independently audited bi-annually, for guaranteed peace of mind, and we encourage our clients to inspect their holdings at any time, we do not ask for advance notice. All physical bullion stored (allocated basis) in the professional vault belongs to the owner outright and is in the name of the account holder, held under a custody (or 'safekeeping') arrangement. Allocated metal does not feature on the vault provider's balance sheet and is not exposed to their financial performance, because it is not an asset of that company.

What are the applicable storage fees for choosing custody in your vault?

Our highly secure vaults provide the most secure, cost-efficient solution to store your bullion and it is 100% allocated and segregated. The custody and insurance charge for gold is structured as follows: Holdings valued below £15,385 are subject to a fixed annual fee of £100 + VAT. Holdings exceeding £15,385 are levied at a rate of 0.65% + VAT per annum, calculated based on the Insurance Value of the entirety of your metal holdings. The storage fees for our vault services do not entail a minimum contractual duration, and annual advance payments are required for the custody of precious metals. These storage fees commence from December 01 or the acquisition date of precious metals for storage, and they are levied on a pro rata basis until December 01, calculated monthly. Refunds for storage fees within the current storage cycle will not be issued in the event of either a sale or delivery arrangement being initiated during the storage period.

Do you have a buy back policy?

At SuisseVault we offer a buyback policy, should you decide to sell your stored bullion, we will buy it back at 98% of the spot price. We can offer the most competitive prices and preferential rates because the chain of custody has not been broken so we don’t need to spend time authenticating the metal.

What does the SuisseVault Price Match Guarantee mean?

The SuisseVault price match guarantee means that, if you see any of our popular products, indicated by the Price Match Guarantee ‘sticker,’ at a lower price, we will match that price for you, as long as certain conditions are met.

What products does the SuisseVault Price Match Guarantee include?

It includes popular investment grade gold products, undamaged, not pre-owned and sold directly through a reputable UK dealer in £GBP.

Which gold bars and coins are covered by the guarantee?

Our price match guarantee applies to selected investment grade gold bars and coins which have been produced by world renowned mints who are full members of the London Bullion Market Association (LBMA). Please click here to see which refineries/ mint is a full member of the LBMA.

Are there any restrictions to the Price Match Guarantee?

Yes there are; It cannot be used in conjunction with any other promotion or offer; It is only available on items currently held in stock by an authorised retailer and available for immediate purchase (delivery within 2-3 business days). It is not applicable on products which must be pre-ordered or specify a delayed delivery time; It is not available on items, offered by competitors, which are on offer, sale or discounted in any way from their original price; It does not apply if the selected authorised stockist or retailer is in administration or closing down.

Actual Gold Content -

The amount of gold that exists in the item with the weight of the alloying metals subtracted.

Ask/Sell -

Ask or sell is the price being offered by the seller for the same metal.

Allocated gold -

Allocated gold or silver is physical bullion stored in a professional vault which belongs to the owner outright. Allocated metal does not feature on the vault provider's balance sheet. It isn't exposed to their financial performance, because it is not an asset of that company. Allocated gold or silver bullion is the owner's personal property, held under a custody (or 'safekeeping') arrangement.

Assay -

Official and standardized tests to determine the fineness and weight of a precious metal.

Britannia Silver -

An alloy of silver which contains 95.84% silver.

Bullion –

Precious metals in the form of bars of at least 99.5% purity.

Bid/Buy -

Bid or buy is the price a dealer is willing to pay for a precious metal.

Bullion Coin –

A legal tender coin of which the market price is dependent on its gold content, as opposed to its rarity, design or face value.

Certificates (Gold) -

Gold certificates are a way of holding gold without taking physical delivery and are issued by individual banks. They confirm an investor’s ownership but the bank retains physical possession of the metal.

CGT Free -

Capital Gains Tax Free.

Commemoratives -

Legal tender coins or medallions minted to commemorate significant moments or events in history. They can often be extremely desirable items especially for rare or momentous occasions.

Face Value -

The legal monetary value printed/written/stamped on the face of a currency.

Field -

The open area or background area in a coin’s design.

Fine Gold -

Pure gold, 24 karat, or .999 fine gold.

Fine Silver –

Pure Silver or 99.9% silver.

Fine Weight –

The amount of gold that exists in the item with the weight of the alloying metals subtracted.

Fix -

The London gold fixing takes place twice daily and sets a price at which all known orders to buy and sell gold on a spot basis (at the time of the fix) can be settled.

Fineness -

Investment gold is measured in fineness. Near-pure 24-carat gold is equal to 995 parts per thousand, known as "995 fine" (also "0.995" and "two-nines-five"). That is the minimum fineness specified by the London wholesale market's Good Delivery standard.

Gold Fix (London) -

A twice-daily setting of the price of gold by five members of The London Gold Market Fixing Ltd, which takes place on the premises of N M Rothschild & Sons. The Gold Fix is officially a price for settling contracts between members of the London bullion market, but it is also used for setting prices of gold bullion and gold-related contracts and products across the world. The fix is used as a benchmark for spot transactions.

Gold Futures -

A gold future is a contract to trade a specific amount of gold at a set price decided now, but with a future settlement date.

Gold Standard -

A monetary system based on the convertibility of paper money and base coinage into gold. As of 2013 no country uses a gold standard as the basis of its monetary system, with all national currencies now being fiat.

Good Delivery Bars -

May also be referred to as large bars, good delivery bars are ingots that conform to London Good Delivery standard. Basic specifications include: a minimum fineness of 995.0 parts per thousand fine gold, bars should carry marks showing serial number, refiner’s hallmark, fineness and year of manufacture; and gold content will be in the 350–430 troy ounces range (11–13 kg)

Grading Service -

Numismatic coins are graded for quality, with PCGS and NGC being the two major grading services in the United States. Coins are graded using letters and numbers to reflect overall quality, the worst being BS-1 (or Basal State 1) and the best MS-70 (Mint State 70). Graded coins are usually encapsulated in protective plastic, with a certificate, a procedure known as slabbing.

Grain -

The earliest known weight unit for gold. Since the international yard and pound agreement of 1 July 1959, the grain or troy grain measure has been precisely defined in the International System of Units as being 64.79891 milligrams. One troy ounce contains 480 grains.

Gram -

A basic unit of weight of the metric system. 31.1035 grams are equal to one troy ounce. One gram is 0.0353 oz. There are 1000g in a kilogram (kg) and 1000kg in a metric ton.

Hallmark –

Marks which are struck on items made of precious metals. A UK hallmark will indicate; the type of metal, its fineness, commonly the maker/sponsor, and the year it was hallmarked.

Ingot -

Any volume of metal cast into a convenient shape for stacking, storage and transportation may be referred to as an ingot. In the precious metals industry, the words ingot and bar may be used interchangeably although ingots are usually larger bars.

Intrinsic Value -

The value of a coin’s metal content, as opposed to its face value or collector value.

Karat -

A measure of the purity of a precious metal. Pure gold is 24 karat and can vary in fineness ranging from a fineness of .9999 (also called four nines) to .990 (two nines), although .995 is the minimum fineness of Good Delivery bars.

Kilo Bar -

A bar weighing one kilogram or kg (32.1507 troy ounces).

Legal Tender -

Any coin, note or form of currency which a nation’s monetary authority declares to be universally acceptable as a medium of exchange.

London Bullion Market Association -

The London Bullion Market Association (LBMA) represents the wholesale gold and silver market worldwide. Its members provide the banking, dealing, vaulting and transport services which buyers and sellers need to trade large-bar gold and silver efficiently. To ensure the quality of material, the LBMA issues and maintains on behalf of its members the Good Delivery List of bullion refineries, who are approved to produce the large bars accepted by the London market. These wholesale bars must meet strict standards of fineness, weight, shape and markings.

Medallion -

A round piece of metal resembling a coin but not considered Government issued legal tender.

Mint Mark -

A letter or symbol stamped on a coin to identify the mint where it was struck.

NGC -

Acronym for Numismatic Guaranty Corporation of America, one of the two principal coin grading services in the U.S.

Nugget -

A nugget can either be a naturally occurring piece of native gold or a gold bullion coin minted by Australia. The coins have been minted in denominations of 1/20 oz, 1/10 oz, 1/4 oz, 1/2 oz, 1 oz, 2 oz, 10 oz, and 1 kg of 24 carat gold and carry legal tender status in Australia.

Numismatic coins -

Coins whose prices depend more on their collector value based on rarity, condition, dates, and mint marks than on their intrinsic value, that is their precious metal content.

Obverse -

The front of a coin which contains the principal design unique to a particular coin.

PCGS -

Acronym for Professional Coin Grading Service, one of two principal coin grading services in the U.S.

Premium -

The dollar amount or percentage a coin or bar sells over its intrinsic or spot value. Premiums are made up of dealer profit, mint profit and mining costs.

Proof Coin -

High quality detail, sharpness and finish. The dies used to strike proof coins are generally hand finished to ensure that they are of the highest standard. Proof blanks are of a higher quality than BU or Bullion blanks and can be struck up to six times at low speed to ensure a smoother finish with more detail.

Restrike –

An officially issued reproduction of a former circulating coin, usually with no numismatic value.

Reserve Currency -

A foreign currency held by central banks and major financial institutions. Any large international trade in commodities such as gold, silver and oil and iron ore, can be priced in the reserve currency, with other countries being required to hold reserves of this currency to pay for these goods.

Reverse -

The rear side of a coin and opposite of obverse. The reverse will typically show a national leader.

Spot (precious metals) -

The price for physical delivery of bullion, based on 100oz bars for gold or platinum and 1,000oz bars of silver – although the spot price is used to calculate value of all precious metal transactions no matter what size.

Spot Market -

A commodity market where delivery and payment need to be made within two working days of the transaction date.

Spread -

The difference between the buying price and the selling price of an asset, commodity or financial instrument.

Safe Haven -

Typically a place of safety or calm harbor for investors during periods of financial uncertainty, economic crisis and currency collapse. Many investors see gold bullion as a safe haven investment as gold prices typically rise when stocks and currencies fall.

Troy Ounce -

A unit of weight most commonly used in the field of precious metals. One troy ounce equals 31.1035g, 480 grains, or 1.09711 regular (avoirdupois) oz.

Uncirculated Coin -

A coin that has not been in circulation for use.

Unallocated gold -

An asset which is still the property of the holding bank, and so carries counter-party risk. Unallocated assets are not protected from the insolvency of the bank, i.e., the owner of the unallocated asset would be an unsecured creditor.

World Gold Council -

The World Gold Council is the market-development organisation for the gold industry. Its 23 members comprise the world's leading gold mining companies, representing approximately 60% of global corporate gold production.

XAU -

The ISO code for spot gold.

XAG -

The ISO code for spot silver.

Yield -

A measure of the annual return on an investment expressed as a percentage.