Operational Update
Last Updated: 29th October 2025
Over recent weeks, we have experienced an unprecedented surge in customer inquiries and service requests. This increased activity reflects both the dynamic nature of today's market and the growing trust you place in our services.
Current Order Processing Times
We are currently managing continuing high order volume, which may cause orders to take up to 3-5 addtional working days to dispatch. While this is longer than our usual turnaround time, we want to assure you that every order is being processed with the same care and attention to detail you've come to expect from us.
If you have placed an order with us, please regularly check your email inbox for messages from our team. Unnecessary delays to shipping of some orders have occurred due to customers not responding to our email requests for additional information and ID requirements.
Stock Availability & Supply Chain
We want to reassure our customers that all orders placed for in-stock products are fully supported by our inventory. We have more stock arriving daily, ensuring continuity of service despite the increased demand. Our procurement team has been working proactively to maintain robust inventory levels across all our popular product lines.
Our Response to Current Demand
We recognize how disappointing shipping delays can be for our customers, and we don't take your patience for granted. Our packing team is dedicating extra hours daily to clear as many shipments as possible.
Customer Service & Communication
To maximize efficiency during this busy period, we've had to adjust our customer service approach:
• Phone Support: Our telephone lines have been re-opened but continuing high call volumes mean that customers may be unable to reach us at times of peak demand. Please try again later or utilise email or Live Chat.
• Email Enquiries: We will respond to email enquiries as quickly as possible, but response times may be as long as 1-2 working days. We appreciate your understanding as we work through a higher than normal volume of messages.
• Live Chat: Our Live Chat message system is currently the easiest and fastest way to contact us. Our team monitors this channel throughout business hours and can provide immediate assistance with order queries, product information, and general support.
• Our Emails To You: If you have made an email enquiry or placed an order with us, please regularly check your email inbox for messages from our team. Unnecessary delays to shipping of some orders have occurred due to customers not responding to our email requests for additional information and ID requirements.
Looking Forward
We are actively working on solutions to return to our normal service levels, including evaluating our staffing capacity and operational processes. Your patience is greatly appreciated during this exceptionally busy period, and we remain committed to delivering the quality service and products that have earned your trust.
Thank you for choosing us and for your continued understanding as we navigate this period of growth together.
Kind Regards
The Gold Bullion Co
