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Why might my order be delayed?
Most BullionByPost orders move through our usual processing and dispatch process quickly. Occasionally, however, an order may need some additional checks before we can send it on its way. These checks are an important part of how we protect our customers, prevent fraud and meet our legal and regulatory responsibilities.
We have measures in place to help protect our customers and BullionByPost against fraudulent activity, which means from time to time, we may need to take a closer look at an order before we can continue processing it.
This doesn't mean you've done anything wrong or that there's necessarily a problem with your order. It's simply part of the checks we carry out to help keep transactions and customers money secure.
Frequently Asked Questions
Like other reputable businesses handling high-value transactions, we have responsibilities around Anti-Money Laundering (AML) and the prevention of financial crime. Our internal processes help us meet these responsibilities while also providing additional protection against fraud.
For security reasons, we don't publish details of how individual orders are selected for additional checks as doing so could make those safeguards less effective.
Yes. Additional checks aren't limited to new customers or first orders. They can take place on any account or order, including those belonging to customers who have bought from us before.
Being asked for additional information, or having an order undergo further checks, doesn't mean we believe you've done anything wrong. These processes form part of the security measures we have in place for all our customers.
We know that once you've placed an order, you want to receive it as quickly as possible. And in many cases, additional checks can be completed within a couple of hours. However, some may take longer depending on the individual circumstances of the order and because every case is different, we can't always provide an exact timeframe in advance.
Our team will work to complete any necessary checks as quickly as possible whilst making sure they're carried out properly.
Each case is different. From time to time, you may need to help us carry out additional checks and if that's the case, we will be in touch immediately to discuss this and guide you through the process. Once those checks have been completed, your order will continue through our usual packaging and dispatch process, before we then let you know when it's on its way.
A little extra time, but for a good reason.
We understand that an unexpected delay can be frustrating, particularly when you aren't given all the detail behind it. But there's a reason we don't disclose exactly how our security processes work: the harder they are to circumvent, the better they can protect our customers.
So, while an additional check might occasionally mean your order takes a little longer, it's part of our commitment to keeping transactions secure, tackling financial crime and protecting our customers.
