Returns & Refunds - FAQs

1. Can I change or cancel my order?

   We’ll do our best! Please contact our helpful team by email at enquiries@heritagecoins.co.uk or send us a request via our Contact Us page.

   Unfortunately, if your order has already been despatched then we won’t be able to change or cancel the order. If you still wish to cancel then please wait until you have received your coin and then follow the easy-returns process described in the letter that comes with it. 

2. What is your returns policy?

   We offer a 365-day money-back guarantee on most of our coins. Our cast-iron, no-quibble guarantee means that if, for any reason, you are not completely satisfied with your coin or any item in a collection, you may return it to us at any time within 365 days, and we’ll give you back the amount you paid for the item or offer an exchange, whichever you prefer, no questions asked.

    

3. How do I return my item?

   We offer an easy-returns service. If, for whatever reason, you decide your coin is not for you, please follow the following steps:

   If your item is less than £500 and smaller than 60cm x 45cm x45cm, follow the link to our Royal Mail returns service, where you can print off a pre-paid label and return your item at your local Post Office. Click here to create a returns label

   • Please ensure your coin is in its original condition, is complete with any packaging (including display cases, outer protective boxes, certificates of authenticity, etc.) and includes any free or bonus promotional items that came with your order.
   • Please also provide your original proof of purchase (e.g. your invoice or receipt) and your customer number. 
   • Please ask for a proof of postage receipt. As many of our coins are valuable limited editions, we recommend that you obtain proof of postage for your return package. In the unlikely event that your return gets lost in the post, we will request proof of postage in order to make a claim with Royal Mail or the relevant courier service. Without this proof of postage, we, unfortunately, won’t be able to offer you a refund.

   If you wish to return a high-value or large order, please do not use the prepaid label. For items that:

   • Have a value of £500 or more and/or 

   • Weighs over 20kg and/or

   • Are larger than 61cm x 46cm x 46cm

   Please contact our friendly team on 0333 207 6836, and we will talk you through the returns process. Our lines are open Monday to Friday from 9am - 5pm and on Saturdays from 9am - 4pm.

   Refunds will be provided using the same method you used to pay for your order and may take up to 14 days from the date we receive your return.

    

4. Once I’ve returned my order, when will I receive my refund?

   If you have returned your order within the last 21 days it may just be that we need a little longer to process your return, so please bear with us.

   If it has been longer than 21 days please contact our friendly team on 0333 207 6836; lines are open Monday to Friday from 9am - 5pm and on Saturdays from 9am - 4pm.

    Alternatively, you can email us at enquiries@heritagecoins.co.uk or send us a request via our Contact Us page