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Whether you've forgotten your password, need help with your order queries or have a specific question about delivery or returns, we're here to ensure you get the most out of your experience here at the London Mint Office.
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Payment will be due on receipt of invoice. For some items, and deliveries that are part of a collection we offer the option for you to pay for your goods after you have received them. If you choose this option, you will be sent an invoice with your order and full details of how to pay are included on that invoice.
Payment options available:
When choosing to pay via PayPal, you can pay the full amount of your order, or choose to spread the cost into 3 equal interest-free payments. Pay in 3 enables you to make the first payment now, then the next two in the following two months on the same date.
PayPal’s ‘Pay in 3’ option is available for purchases of £30-£2000 and payments are interest free and covered by PayPal’s buyer protection.
Why pay by PayPal?
Checking out with PayPal is quick and easy and is eligible to all UK buyers. When you select ‘PayPal’ at checkout, you’ll be asked to log into your account where your name, address and payment details are already stored, meaning a faster checkout. Just double check your delivery address and proceed with your order!
As soon as you place an order through The London Mint Office website an account will be created for you.
Once your account is created and you have logged in, you will be able to:
If for any reason you cannot make your payment by the requested invoice date please let us know, this will stop your account going into arrears and possibly facing late payment fees.
We will always try and work with you to give the best possible options when it comes to payments, if you would like to discuss these options please call one of our Customer Experience team on 0330 024 1001.
We try to process returns as quickly as possible, but we do ask to please allow up to 28 days for this process to be completed.
If you placed an order online you can check the status of your refund (if applicable) by logging into your account.
Once we have processed your refund please allow 7-10 working days for the funds to clear.
In the unlikely event that you have a complaint about our products or service, please let us know by telephone, email or by writing to us:
| Telephone: 0330 024 1001 | |
| Address: LMO Processing Centre PO Box 89 PORTH CF40 9BJ |
| Email: Customercare@londonmintoffice.org |
Your complaint will be passed to the relevant department to resolve your issue. The department will endeavour to resolve your complaint swiftly as possible.
Your complaint will also be passed to a line manager.
If a complaint cannot be resolved within 24 hours or you are not happy with the resolution, the complaint will be escalated to our Customer Experience Manager. You will receive communication from the manager within 72 Hours.
The Customer Experience Manager will record the complaint on your account and attempt to resolve the issue within 48 hours.
If the issue is still unresolved or you are not satisfied, the complaint will be passed to the head of the relevant department in relation to the dispute. You will be advised of the outcome within 2 weeks.
Exceptional circumstances may arise if any additional information is required; the response times will start from the point the information is received.
Collecting coins is a rewarding hobby – it gives you insight into the history and culture of a country, period or theme that you are interested in. Many people collect coins with their grandchildren and children in mind, so giving them an interesting and educational hobby to share. We know of many cases of cherished coin collections being handed from generation to generation.
When you collect with The London Mint Office we will keep you regularly updated on the most important coin issues. We work closely with Mints and Issuing Authorities around the world, and are able to offer you access to limited edition collections and sets that often sell out as soon as they are issued.
The answer is simple. We believe this is the best way to introduce you to a collection. We trust that this initial saving will assure you of the quality of craftsmanship and convince you that this is a collection not to be missed. What's more, by purchasing the first coin in a collection you are guaranteed access to the remaining the coins at a preferential price for future deliveries.
No. In fact, you aren’t even committed to buying this first coin. If, after receiving it you decide not to keep it, simply return it within 14 days and owe nothing. Each of the remaining coins in your collection will similarly be sent to you entirely on approval, you only need to pay for the coins you wish to keep. You can stop collecting at any time just call us to let us know. This enables you to only pay for the coins after you have decided to keep them and build your collection at a pace that suits you.
By collecting through The London Mint Office, collectors ensure that they receive the latest news and the best quality coins. As an organisation, we also guarantee the item’s provenance and limited mintage, should you decide to sell at a later date.
Whether you prefer to buy your coins individually or decide to use The London Mint Office Collectors' service, our aim is to deliver the best service and the best available coins within the convenience of your home. The London Mint Office is an approved member of the Direct Marketing Association and offers easy ordering and secure payment online.
No. In fact, you aren’t even committed to buying this first coin. If, after receiving it you decide not to keep it, simply return it within 14 days and owe nothing.
Each of the remaining coins in your collection will similarly be sent to you entirely on approval, you only need to pay for the coins you wish to keep. You can stop collecting at any time just call us to let us know. This enables you to only pay for the coins after you have decided to keep them and build your collection at a pace that suits you.
The answer is simple. We believe this is the best way to introduce you to a collection. We trust that this initial saving will assure you of the quality of craftsmanship and convince you that this is a collection not to be missed. What's more, by purchasing the first coin in a collection you are guaranteed access to the remaining coins at a preferential price for future deliveries.
To view the London Mint Office Privacy Policy please click here
We comply fully with the conditions of the Data Protection Act and we will only supply customers’ details to contracted third party partners for processing purposes. We undertake not to sell or rent your details to any third party.
Please be aware when calling our customer experience team, we can only discuss the account with the named account holder. If the account holder wishes for us to discuss the account with a third party we would need authorisation via telephone, email or letter. Please click on the above link to download a copy of our letter of authority, this would need to be completed, signed, dated and then returned to us with a copy of their passport or driving license.
1.2-LMO-Data-Retention-Policy.pdf
1.5A-LMO-GDPR-SUBJECT-ACCESS-REQUEST-FORM.pdf
1.7A-LMO-Privacy-Notice-Public.pdf
The London Mint Office needs to collect personal information to effectively and compliantly carry out our everyday business functions and activities and to provide the products and services defined by our business type. Such data is collected from employees, customers, suppliers and clients and includes (but is not limited to), name, address, email address, data of birth, IP address, identification numbers, private and confidential information, sensitive information and bank/credit card details.
In addition, we may be required to collect and use certain types of personal information to comply with the requirements of the law and/or regulations, however we are committed to collecting, processing, storing and destroying all information in accordance with the General Data Protection Regulation, UK data protection laws and specific data protection codes of conduct.
The London Mint Office has developed policies, procedures, controls and measures to ensure maximum and continued compliance with the GDPR and its principles, including staff training, procedure documents, audit measures and assessments. Ensuring and maintaining the security and safety of personal and/or special category data belonging to the individuals with whom we deal is paramount to our company ethos and The London Mint Office adheres to the GDPR and its associated principles in every process and function.
We are proud to operate a 'Privacy by Design' approach and aim to be proactive not reactive; assessing changes and their impact from the start and designing systems and processes to protect personal information at the core of our business.
To view our privacy policy click here
The London Mint Office use cookies and other technologies to keep our sites reliable and secure, to measure their performance, to deliver a personalised shopping experience and personalised advertising. To do this, we collect information about users, their behaviour, and their devices.
To view our Cookie Policy click here
If you have placed an order with us and no longer wish to receive the goods you can cancel the order any time before it has been invoiced.
If your item does leave us before the request to cancel the order we can supply you with a pre-paid returns label within 14 days of you receiving the goods, we would require you to keep the proof of posting.
If you do require to cancel your order, please contact our Customer Experience team on 0330 024 1001 so we can assist you.
Once your order has been successfully placed we aim to dispatch your product within 28 days, however if for any reason there is a delay with shipping your product, we will inform you of this via email or written correspondence.
You can also view any product delay updates by clicking on our "Delay's" tab within your My Account page on The London Mint Office website
Very occasionally a parcel can be lost or delayed due to reasons that are out of our control. You can check the status of your order by logging into your account on the website. If your goods are showing as dispatched yet you have not received them after 28 days please contact our customer service team on 0330 024 1001.
If you cancel or return your entire order within fourteen days after the day you get your goods, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. We will not however refund any postage and packing charges if you cancel or return only part of your original order.
We always try to offer our customers the best delivery rates possible. From time to time we offer free postage and packaging as part an offer and we often offer free postage and packaging on the first deliveries in a collection. If you have received an offer with free delivery please be sure to enter the relevant promotion code or reference code before you check out. Standard postage and packing is £2.95. If you are ordering more than one item we will combine the postage and packing charges so you only pay once. You will see any applicable postage and packing charges on the website prior to checking out.
We use Royal Mail for our deliveries and aim to dispatch your goods as soon as possible, however during busy periods please allow up to 28 days for your item/s to arrive with you.
There are a few different ways you can place an order with us, please see the below methods.
You can call us: 0330 024 1001, Monday to Friday 9am - 5.30pm.
If you would like information on any of our products the Customer Experience team would be happy to help. They can give you information on coins, medals and the collections we have available as well as assisting you in placing the order.
*If you would like to speak to one of our rare and unique coin specialists we can also arrange this for you.
You can order on our website: www.londonmintoffice.org
Here you will find images and information on most of our coins and collections, some of our rare and unique coins will not be available on the website down to the very limited amount of stock we would have with such items.
Depending on the value of your order we may require a signature as proof of safe receipt. If you are not in to accept your delivery you should receive a card with details on how to collect your goods, or how to arrange a more convenient delivery day.
We have had a fantastic response from customers across the globe that are interested in our beautiful commemorative items. Unfortunately, due to the limitations of our distribution network, we are unable to fulfill orders to customers outside of the United Kingdom.
If you have friends or family located in the UK, you might consider asking one of them to purchase the medal on your behalf and sending the item on to you.
We do not offer the option of express delivery, however, if you need an item urgently please contact our customer service team on 0330 024 1001.
In the unlikely event that your goods arrive damaged, we will be able to supply you with a pre-paid returns label and a replacement form, when you have received these we do require you complete the replacement form and return all goods received in the package. It is strongly recommended that you obtain and retain a certificate of postage for all returned items (provided free of charge by the Post Office). The package will be inspected upon receipt and we will then supply you with a replacement within 28 days.
To arrange for this service please contact our Customer Experience team on 0330 024 1001
“No Quibble” Returns Policy
The Company provides a “No Quibble” returns policy which allows you to return any goods, providing that they are returned within 14 days of receipt, complete and in a condition as good as when they were delivered.
Should you require to return any items, please call our Customer Experience team on 0330 024 1001. The team will be more than happy to help you with returning your unwanted item and will issue a pre-paid returns label, this can either be done via post or email.
As many of our goods are valuable and limited editions, we do request that you obtain proof of posting for any goods you are returning to us. In the unlikely event that your goods get lost in the post, we will request the proof of posting certificate and it is the only way that we will be able to refund you.
As soon as we do successfully received and processed your returned item, you will then receive an automated email as confirmation. In the event that a product is returned outside of the 14 day returns period, we reserve the right to refuse acceptance.
Our returns policy is a 14 day period
Terms and Conditions of Sale
5.1 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 customer care on 0330 024 1002 or through our website or in writing. A full refund will be issued within 14 days of receipt of the returned goods. For information on returning products, please refer to our” Returns Policy” section below.
6.1 Legal and beneficial title to the goods shall remain with the Company until such time as the Company has received payment of the purchase price of any other goods
14 Day “No Quibble” Returns Policy
7.1 Should you wish to return any goods, please call customer care on 0330 024 1002 and you will be provided with a pre-paid postage label.
You must retain proof of posting for all returned goods. Alternatively, should you choose to return the goods at your own initial expense, delivery must be made to LMO Processing Centre, PO BOX 89, PORTH, CF40 9BJ with the correct level of postal insurance to cover the sales cost.
7.2 The cost of returning the goods to the Company under this clause will be met by the Company providing that you retain proof of postage and use the service which covers the value of the goods in case of loss.
Payment
8.1 – You have the option to make your payment as a one-off purchase, on a recurring basis or via invoice
8.2 – For a one-off purchase and to process your online payment by credit or debit card at the checkout screen, you will be offered to enter your card details. The checkout and your card details are secured using the highest levels of encryption. The London Mint Office does not keep a record of your card details but your details are stored with our Payment Service Provider, Worldpay, who are accredited to store this information in a secure way. A unique token representing your payment card is provided to London Mint Office so that we can process your payment. Credit or debit card payments are pre-authorised for the full amount with payment due when your goods are shipped.
8.3 – When you purchase a subscription, you will be given the option to nominate a credit or debit card which can be used to process payment for future coin shipments. If you choose not to opt for this service, you will be sent an invoice requesting payment for each subsequent coin issue. Recurring payment agreements for our subscription services are covered in the continuous payment authority section of our website, found here.
8.4 –If you choose to pay for your order using PayPal, the amount covering your full order value will be taken immediately. If your order is for a subscription and you choose to pay using PayPal, payment for only the first coin will be taken and you will be sent an invoice when subsequent coins are shipped. To complete this transaction you will be taken to PayPal’s website where the payment will be handled using your personal PayPal account and payment details.
8.5 Payment via invoice is due and is required on receipt of invoice, or on or before the due date specified on the invoice irrespective of the 14 day returns period. In the event of non-payment, we reserve the right to:
8.6 Charge a late payment fee for overdue invoices plus an additional fee to cover expenses incurred in providing the buyer with written or verbal reminders, or for passing the overdue debt to a solicitor or authorised third party for legal proceedings or for tracing and collection.
8.7 Charge a fee to cover the costs and administration incurred by the seller for processing unpaid cheques, direct debits, declined, refused, rejected or disputed card payments and for processing rejected or refused payments for other payment types not mentioned.
8.8 Charge a fee for providing the buyer or an authorised third party for the retrieval, copying and dispatch of copy invoices or statements.
8.9 Suspend or cancel an application, order or account without notice.
Vouchers
Credit Limit
Online Orders and Account Creation
11.1 Once your order has been placed, an online account will be automatically created to capture the details of your purchase. This will allow us to fulfil your order and for you to track and monitor the progress of your order. You may receive an abandoned basket email if you for some reason should start the order process without finalizing in order to give you the opportunity to view or adjust your order. We may thereafter allocate the product in question to a different customer in case you should neglect to order anything from us. You will receive an order confirmation by email as soon as your order has been accepted.
11.2 You will receive an email from The London Mint Office to notify you of the account, please check your junk mail to retrieve the details should they not appear in your inbox.
11.3 By registering with us, there is no ongoing commitment to hear from us, please select “No Thanks” at the point of registration or press the unsubscribe link in any subsequent emails to opt out of receiving email offers.
11.4 Your online account can be cancelled at any time. Please refer to our privacy policy for details about how this can be completed.
Customer Care
Data Protection
OUR TWELVE PROMISES FOR PEACE OF MIND
The London Mint Office is a trusted supplier of new and historic coins, medals and ingots. In 2016 we joined the Samlerhuset Group, one of the largest coin retailers in the world with 7.5 million customers. Today, we make twelve promises to enable you to order from us with complete confidence and peace of mind.
Quality Assurance
Personal Data
Invoicing
No Quibble Returns
Complaint Resolution
Telephone: 0330 024 1001 (calls charged at your local rate)
Email: customercare@londonmintoffice.org
Post: LMO Processing Centre, PO BOX 89, PORTH CF40 9BJ
Terms and Conditions of Sale1. The Company reserves the right to refuse to supply any customer.
2. All goods shown are subject to availability and may be withdrawn at any time.
3. All prices shown are in British Pound sterling and include VAT where applicable at the current rate.
4. The Company will aim to deliver all goods within 28 days of accepting your order. If we are unable to deliver within 28 days, you will be offered a revised delivery date or substituted goods or, alternatively, you have the right to cancel your order. If you exercise your right to
cancel, a full refund for any prepaid goods will be provided.
5. The Company is responsible for supplying you with the goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us on 0330 024 1001.
5.1 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 customer care on 0330 024 1002 or through our website or in writing. A full refund will be issued within 14 days of receipt of the returned goods. For information on returning products, please refer to our” Returns Policy” section below.
6. Customers should take all reasonable care with goods while they are in their possession.
6.1 Legal and beneficialtitle to the goods shall remain with the Company until such time as the Company has received payment of the purchase price of any other goods
14 Day “No Quibble” Returns Policy
7. Under your statutory rights, The Company provides a “No Quibble” returns policy which allows you to return any goods (except personalised goods), providing that they are returned within 14 days of receipt, complete and in a condition as good as when they were delivered.
Receipt of goods takes place on the date of delivery or alternatively 5 working days from invoice date.
7.1 Should you wish to return any goods, please call customer care on 0330 024 1002 and you will be provided with a pre-paid postage label.
You must retain proof of posting for all returned goods. Alternatively, should you choose to return the goods at your own initial expense, delivery must be made to LMO Processing Centre, PO BOX 89, PORTH, CF40 9BJ with the correct level of postal insurance to cover the sales cost.
7.2 The cost of returning the goods to the Company under this clause will be met by the Company providing that you retain proof of postage and use the service which covers the value of the goods in case of loss.
Payment
8.1 Payments made by card, where supported by your card type (e.g. Visa MasterCard, Visa Debit, etc.), by making a purchase under these terms and conditions you are granting continuous payment authority on your card. This will be used for your subscription payments.
You understand that, once granted, continuous payment authority shall remain in force until you instruct a cancellation of the continuous payment authority in writing by sending an email to customercare@londonmintoffice.org
In the event that you are not willing to grant continuous payment authority, you should contact us to make an alternative arrangement to pay for your order.
Payment via invoice is due and is required on receipt of invoice, or on or before the due date specified on the invoice irrespective of the 14 day returns period. In the event of non-payment, we reserve the right to:
8.1a Charge a late payment fee for overdue invoices plus an additional fee to cover expenses incurred in providing the buyer with written or verbal reminders, or for passing the overdue debt to a solicitor or authorised third party for legal proceedings or for tracing and collection.
8.1b Charge a fee to cover the costs and administration incurred by the seller for processing unpaid cheques, direct debits, declined, refused, rejected or disputed card payments and for processing rejected or refused payments for other payment types not mentioned.
8.1c Charge a fee for providing the buyer or an authorised third party for the retrieval, copying and dispatch of copy invoices or statements.
8.1d Suspend or cancel an application, order or account without notice.
Credit Limit
9. A credit limit will be applied to your account at the Company’s discretion and subject to account approval in accordance with our internal credit policy which may include conducting a credit search using a licensed credit reference agency.
Customer Care
10. The Company is committed to providing customers with high-quality products and service. If you have a question concerning any aspect of our service, please visit our website at www.londonmintoffice.org or contact us via our webform at www.londonmintoffice.org/contact-us.
Data Protection
11. The Company complies with the conditions of the Date Protection Act and will only supply your details to contracted third party partners for processing purposes. The Company follows the Code of Practice of the Direct Marketing Association. These terms and conditions do not affect your statutory rights.
These terms and conditions do not affect your statutory rights.
Still Need Help? Contact Us
Processing Centre
The London Mint Office
PO BOX 89
CF40 9BJ
Opening Hours: Monday to Friday
09:00 to 17:30
Tel: 0330 024 1001
Email: customercare@londonmintoffice.org
The London Mint Office is a trusted and respected partner for a large number of coin collectors.
The London Mint Office Official distributor for major world mints including The Royal Australian Mint, The Royal Canadian Mint, The South African Mint, The New Zealand Mint, The People's Bank of China, and The French State Mint
1 Carew Street, London, SE5 9DF
Registered in England and Wales | Company number: 03470348
© Copyright 2024 - The London Mint Office
