custom-minting

FAQs

Frequent questions about deliveries and the COVID-19 virus


After the recent Government announcement, our Customer Service Department has now closed for the foreseeable future with notifications to be sent out when we have further
information. This means our phone lines will be unavailable until further notice. Emails and Facebook messages will still be responded to, however, our response time will have longer
delays than usual given the current circumstances. 


Any outstanding orders are currently being dealt with as quickly as possible to have them dispatched to you. Any orders on a pre-order date will, unfortunately, be delayed until
further notice, but we will keep you updated if there are any further changes.  

Latest update (24/03/2020):

We will continue to operate online but delivery lead times will be longer than usual. If this changes, we will update you. 
For the latest information and advice on COVID-19, please refer to the latest updates by the UK Government.

Frequently Asked Questions


1. Can I place an order?
Yes, pobjoy.com will remain open for placing orders on current available stock. If you have an account on pobjoy.com then you can check your current orders and status under your
“order history”.


2. Will my parcel be delivered? Are delivery times affected?
All our parcels are sent using Royal Mail delivery service. Our team is working hard to ensure we can continue to dispatch all current orders, therefore we are prioritising the dispatch of
previous orders and will continue to do until we are allowed by the Government. As a result, please note that delivery times may be longer than usual at the moment and might stop
should the company is asked to shut down or Royal Mail stops delivering. 
 

3. Is it possible to return items?
Yes, you can continue to return items for as long as our premises remain open. In the event that we have to shut down please do not return items as they will not be left indoors. In
those circumstances please email [email protected] with as many details as possible including the order number and we will honour our return policy once we are back in business.
 

4. Is it safe to receive orders?
The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and
exposed to different conditions and temperature is also low. You can find the latest information on COVID-19 on the information pages of the UK Government and the World
Health Organization.


5. Is it possible to reduce contact with the driver when they deliver my order?
Yes. Drivers have been advised to reduce contact with customers by placing packages at the customer’s doorstep and stepping back.

 

Please find the following answers to some of the questions we are frequently asked. If you do not find the answer you are looking for, please do not hesitate to contact us using the details at the bottom of this page.

About The Mint

Q) How do I contact the Pobjoy Mint?

A) By Phone: +44 (0) 1737 818182 (Monday to Friday 9:00am - 5:00pm GMT), By Email: [email protected] or fill in the contact form here

Q) What is the Pobjoy Mint Address?

A) Pobjoy Mint Ltd Millennia House, Bonsor Drive, Kingswood, Surrey KT20 6AY England

Q) Do you sell Legal Tender coins?

A) Yes, we sell legal tender coins for several British Overseas Territories including, but limited to, British Virgin Islands, South Georgia and the South Sandwich Islands, Falkland Islands, Sierra Leone and others.

Q) Can I visit the Pobjoy Mint?

A) No, unfortunately, we are not open to visitors and we do not offer tours of the mint.

Q) I have a coin I think may be valuable. Can Pobjoy Mint confirm if this is the case?
A) Pobjoy Mint does not value coins and suggests that you contact a reputable coin dealer, who may be able to assist you.

Q) I have a coin I wish to sell. Would Pobjoy Mint be interested in purchasing it?
A) As a Mint, we do not deal in the secondary market of coins and only offer new issues that we have produced. We regret that we are unable to help you with your enquiry and suggest that you contact a reputable coin dealer, who may advertise in Coin News or the Yellow Pages.

 

Online Shopping

Q) I have forgotten my login details - how do I find my password?
A) Simply use the ‘Forgot Login Details’ button located in the footer panel at the bottom of every page (listed under 'Help'). Or click here.

Q) Where is my order?
A) All in-stock items are usually dispatched within 72 hours. All orders under £59 will be dispatch via Royal Mail 48® Service (no tracking available) and all orders over £60 will be delivered by Royal Mail Tracked 48® Service. Please allow several weeks for Pre-order items.

Q) Which payment options do you accept online?
A) Visa, Mastercard, Maestro and Paypal.

Q) Can I pay by cheque or bank transfer?
A) No, we do not accept cheque or bank transfer for online goods but feel free to give us a call and we can take your order over the telephone via 01737 818182 (Items on pre-order will not be available to purchase over the phone).

Q) How much is delivery?
A) Please see our delivery information page.

Q) How quickly will my items be dispatched?
A) In-stock items are usually dispatched within 72 hours. Please refer to the above for dispatch in regards to COVID-19.

Q) What happens with Pre-order items?

A) Pre-order items dispatch will commence on the date advertised and accruing in chronological order. Pre-order items are not eligible for Fast Track Delivery. If you paid for this service please contact us for a refund. When buying pre-order items please note that if any other items are included in the same order all items will be dispatched when the item on pre-order is available.

Q) The product I wish to purchase is currently listed as out of stock – can I still order it?
A) For any out of stock items, you will have to contact [email protected] to check the availability of the item.

Q) Can I check out if coins have sold out but are still in my basket?                                                                                         A) Unfortunately, coins are not reserved on our system until payment is received and processed. Therefore, coins can remain in the basket despite the coin selling out during this time. You will not be able to check out and purchase these coins if they have already sold out. 

Q) Why has my order arrived in tubes?
A) If you have placed an order for more than 15+ coins we will send your items in tubes instead of the advertised packaging. Please note no further packaging will be provided unless bought separately.

Q) This is a gift – can I order for it to be gift wrapped?
A) We do not gift wrap individual coins, however, all precious metal coins come in a presentation box with a certificate. If you are ordering an uncirculated cupro-nickel or base metal coin you can add a presentation box to your order, otherwise, these will be delivered in a presentation pouch.

Q) Does my coin come in a box?
A) All precious metal coins are packaged in a box unless stated otherwise (see the Coin Highlights on each individual product page for full details). All Uncirculated Cupro Nickel and Base Metal coins will be delivered in a protective presentation pouch unless purchased with an album/pack – a box can also be purchased if required at an extra cost.

Q) Can I purchase a box for my coin?
A) Yes – a beautiful presentation box can be purchased (search for ‘Coin Box’ to add to your basket). Please note that all precious metal coins come in a box unless stated otherwise (see Coin Highlights on each individual product page for full details).

Q) What is the refund policy?
A) If you wish to return a product you must contact us to organise this within 15 days of receipt of the item.
     Your refund will be processed within 15 days of the date you have cancelled your order and returned the product to us.
     We will usually refund any money received by the same method originally used to pay for your purchase but we reserve the right to refund by any other reasonable means.
     Should you have any queries regarding the return of your purchased item please email [email protected]

For further details please see our Returns and Refunds Policy.

About The Coins

Q) What is Proof Finish?

A) Proof finish refers to the fact that the coin has been struck four times to produce a brilliant mirror finish quality with frosted relief. This is the highest quality product available.

Q) What is Diamond Finish?

A) Diamond Finish refers to the fact that the blanks have been polished before striking which means that they are not proof quality. Cupro Nickel Diamond Finish coins are struck once in a polished blank.

Q) What is Bullion Finish?

A) Bullion finish refers to coins that have a matt finish and have been struck once. They usually don't have an issue limit and have a "U" mark on them.

Q) What is Uncirculated Finish?

A) A term used to denote coins that have a lower quality standard than proof as they have only been struck once. These coins have not been put into general circulation, however, they can have small imperfections.

Q) Should I clean dark or dirty coins?
A) No, we highly recommend that you contact us or a specialist so your coins can be cleaned. We recommend that you do not do this yourself.

Q) How can you tell the difference between an Uncirculated Cupro Nickel and Proof Sterling Silver coin?
A) You are able to tell the difference between an Uncirculated Cupro Nickel Coin and a Silver coin by carrying out the following test. If you lay a sheet of tissue over a Silver and a Cupro Nickel coin, the Silver coin will shine through as white whilst the Uncirculated Cupro Nickel coin appears duller in comparison.

Please contact us if you have any specific questions on +44 (0)1737 818181 or email [email protected]