How do I contact Hattons of London?
You can call us on 0333 234 3103. The cost of calls to this type of number are normally included in mobile/landline call packages.
Our offices are open Monday to Friday 9am until 5pm. Outside of these hours, you can leave a message and we’ll get back to you as soon as we reopen.
Alternatively, you can email us at [email protected]
What is the 60 Day Complete Satisfaction Guarantee you offer?
This guarantee provides an opportunity to purchase any of our products knowing that you have a full 60 days to return it for replacement or refund. Full details can be found here.
Can I become a client if I am outside the U.K.?
Unfortunately, we can only provide client service for U.K. customers.
Do you buy coins?
We regularly contact our customers and attempt to buy back coins we have sold to them in the past at a premium in what they originally paid in order to satisfy over demand. However, we do not provide valuations or buy coins from elsewhere.
Do your prices include VAT?
All prices are in £ sterling and include VAT at the prevailing rate where applicable. A number of our gold coins are exempt from VAT and Capital Gains Tax however. This will appear in the product description if applicable.
Purchasing from Hattons of London
How long will my delivery take?
We aim to send out most orders on the day we receive the order and depending on delivery method, they will arrive with you within 7-10 working days. Obviously, this is dependent on several factors such as the payment method you chose to use (delivery of products which have been paid for by cheque will take up to 7 days longer) and whether the specific coin is being made available on a pre-order basis. In all circumstances, your order will be with you within 28 days of the date of your order. If, by any chance, we fail to meet that deadline, we will let you know and you are, of course, free to cancel your order if you so wish.
How do your interest-free instalment plans work?
How do I pay for my order?
Payment will generally be taken when you order by credit or debit card. If you are paying on instalments and you have given us details of your credit or debit card, we will take future payments from this same card.
For some orders that are part of a collection or if we offer you account terms, you will have the option to pay after delivery. In this case, the invoice enclosed with your delivery must be paid on receipt. These are the methods you can use to do this:
Call us: We would be delighted to take your payment over the phone. Simply call 0333 234 3102
Internet and telephone banking: Please make payment to
Hattons of London Ltd
Please ensure you include the invoice number you are paying as the payment reference so we can allocate your payment correctly. The invoice number can be found at the top right hand side of your invoice
Cheque or Postal Order: please send together with your invoice number to the address stated on your invoice.
Are my personal payment card details secure?
We have taken the utmost care to ensure that you payment details are as secure as possible. We do not store any customer credit card details ourselves and our online payment providers use the most sophisticated security systems available. All payments taken on our website are subject to 3D Secure (3DS) authentication which helps protect you from fraudulent use of your card.
How much is delivery?
On orders under £50 value, delivery will be charged at £2.99 and on orders over that value we charge £4.99. All orders purchased from our account management team are free of postage and packing charges.
What is a Sell-Out Guarantee?
Hattons of London is the only company which offers its clients a guarantee that certain new-strike coins will completely sell-out. This ensures that coins will not be “drip-fed” into the market for years to come and creates the best conditions for upward movement in secondary market pricing.
Each range, for which a Sell-out Guarantee has been issued, is subject to a “Range Termination Date” – in the case of the 2020 VE Day 75th Anniversary Range this is 31st August 2020. At that time, any of the coins in the range that remain unsold will be melted down by an independent third party and certificated accordingly. Owners of all coins in the range will then be issued with a new personalised Sell-Out Certificate confirming the final distributed mintage. This may, of course, be lower than the originally stated mintage. What this means is that you are guaranteed to own a coin that has no surplus on the secondary market and you may well have bought yourself a major rarity of the sovereign series!
How do I cancel my order?
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days, starting with the day after you receive the goods. You may do this by calling our Client Service team on 0333 234 3103 or by emailing us at [email protected] or by writing to us at: Hattons of London Ltd, Administration Centre, PO Box 3719, Newcastle, ST55 9HH
How do I return my order?
One of the great advantages of buying from Hattons of London is that we provide a 60 Day Complete Satisfaction Guarantee. This means that, if you change your mind and do not wish to retain the coin you have purchased you are free to return it, with no questions asked, providing it is returned in its original condition within 60 days of the delivery date or 65 days from the invoice date, whichever is the earlier and receive a replacement (if available) or a full refund according to your preference.
To return your coin, please take the following steps:
- Call our Client Services team on 0333 234 3104 to obtain a tracked postage paid returns label. We may need to request images of your products beforehand.
- When you receive your tracked postage paid returns label, send your coin back to us ensuring it contains the invoice which was sent with the coin originally. Providing you use the postage paid returns label we provide, you will not need to pay for the return of the coin and it will be tracked by Royal Mail so you are protected if the coin is not received by us.
- As soon as we receive the coin and providing it is in the same condition as when it was delivered, that there is no evidence that the coin has been removed from its protective capsule and it is accompanied with any other items that were shipped with it, we will issue you with a full refund by the same means that you originally paid for the product. If you prefer, we will provide a replacement for the coin (if available).
Please note that if you do not follow these instructions and the coin goes missing in the post, you may still be responsible for payment of the invoice.
If you have a particularly high value coin you wish to return, please contact your Account Manager directly so that appropriate arrangements can be made.
Please do not send returns to any other address than the one provided on the postage paid returns address label. This might result in your coin going missing.
What do I do if I can’t pay my invoice?
If you find yourself unable to pay an outstanding invoice, please don’t ignore it. This will result in additional charges being incurred for late payment and maybe even referral to a external agency (see our Terms and Conditions for details). Call us on 0333 234 3103 and we will be able to help you resolve the situation.
How do I make a complaint?
We aim to make this the least read section of our website. If, however, you wish to make a complaint about the level of service you have received, our product range or any other aspect of your dealings with Hattons of London Ltd, you can email the Managing Director directly at [email protected]. Alternatively, you can call us on 0333 234 3103 or write to us at Hattons of London Ltd, Administration Centre, PO Box 3719, Newcastle, ST55 9HH.
All complaints will be handled within 48 hours of receipt.