When changes are usually allowed
We will usually consider changes where:
The metal (gold/silver/platinum) stays the same, and
The overall weight or exposure stays the same.
When changes are not allowed
Changes that reduce your exposure (for example, reducing total ounces or switching to smaller exposure) are not allowed.
For example, switching from one 1kg silver bar to another 1kg silver bar is accepted, switching from 1kg silver bar to 500g silver bar is not.
Why changes are not allowed
Once an order is placed and confirmed, the price was locked in immediately and we entered into a corresponding hedge in the market to secure the metal at that rate. This is done to protect both you and us from price movements once the order is confirmed.
Because the hedge is executed straight away, cancelling the order after confirmation would require us to unwind that position at the current market price, which can result in a cost being incurred.
Once you receive an invoice from us, please proceed with the payment as agreed.
A change of mind is not accepted.
Can I add to my order?
We cannot add items to an existing order, as prices are locked at the time the order is placed. If you wish to buy additional items, please place a new order.
Do not place duplicate orders. Order each item only once.
If you realise there is a mistake in your order, contact us immediately.
Important notes
Changes are handled case-by-case and are not guaranteed.
If we cannot change your order, it will proceed as originally placed, subject to our standard terms.
If you made an error, see What should I do if I made a mistake in my order?