V A L O R A K A R A T
Frequently Asked Questions
Everything you need to know about shopping for fine jewelry and investment gold with Valora Karat.
Ordering and Account
Q: Do I need an account to place an order?
Yes. To ensure the security of high-value orders and to give you access to order tracking, order history, and your wishlist, you will need to create a free account before checking out.
Q: Can I change or cancel my order after it has been placed?
You can change or cancel your order free of charge at any time before it has been dispatched. Once your order has shipped, it can no longer be changed or cancelled and will instead fall under our Return Policy upon delivery. Please contact our customer care team as soon as possible if you need to make a change.
Q: How do I track my order?
Once your order has been dispatched, you will receive a confirmation email with a tracking number and a link to follow your shipment. You can also view the status of your order at any time from your account dashboard.
Payment and Pricing
Q: What payment methods do you accept?
We accept major debit and credit cards, and Cash on Delivery in regions where this service is available. All online payments are processed securely and we do not store your full card details on our servers.
Q: What currency are your prices shown in?
All prices on our Site are displayed in Euros (EUR) unless otherwise noted. Any customs duties or import taxes applied by your country upon delivery are not included in the listed price.
Q: Why do gold prices change so often?
The price of our investment gold bars and coins is tied to the live global market price of gold, which fluctuates continuously. We update these prices regularly to reflect current market conditions, so the price you see at checkout is the price applicable to your order.
Q: Will I ever be asked to verify my identity?
For certain high-value bullion purchases, we may be required by anti-money laundering regulations to verify your identity before processing your order. If this applies to your purchase, our team will contact you with clear instructions.
Shipping and Delivery
Q: How is my order shipped?
Given the value of jewelry and bullion products, every order is shipped using fully insured, trackable couriers, and most deliveries require a signature on receipt to confirm safe arrival.
Q: Do you ship internationally?
We currently ship to a range of countries. Available shipping destinations, along with estimated delivery times and costs, are shown at checkout once you enter your delivery address.
Q: How long will my order take to arrive?
Dispatch and delivery times are shown on each product page and at checkout. Because our items are insured and often require additional handling and verification, delivery may take longer than typical retail shipping.
Gold Purity and Authenticity
Q: How do I know your gold is genuine?
Every piece of jewelry and every bar or coin we sell is hallmark-certified and accompanied by documentation confirming its weight and purity. We work only with recognized mints, refiners, and certification standards.
Q: What purity levels do you offer?
Our jewelry and bullion range from 18K to 24K (.9999 fine) gold, with the exact purity, weight, and fineness clearly listed on every product page.
Q: Do you buy back gold?
We offer an appraisal service with transparent, market-fair pricing if you wish to sell gold back to us. Please contact our customer care team or visit the Sell Your Gold section of our Site to learn more.
Returns and Exchanges
Q: What is your return policy?
Most items may be returned within 14 days of delivery, provided they are unworn, unused, and returned in their original packaging with all certificates and seals intact. Full details, including items that are non-returnable, are set out in our Return Policy.
Q: Can I return sealed gold bars or coins?
Once the tamper-evident seal on a bullion product has been opened, it is no longer eligible for a standard return. Sealed, unopened bullion may be eligible for repurchase by us at the prevailing market rate rather than a like-for-like refund. Please see our Return Policy for full details.
Q: What if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery with your order number and photographs of the item and packaging. We will arrange a replacement, repair, or full refund, including shipping costs, at no charge to you.
Product Care and Storage
Q: How should I care for my gold jewelry?
We recommend storing jewelry separately in a soft pouch or lined box to avoid scratching, removing it before swimming, bathing, or exercising, and cleaning it gently with a soft cloth. Avoid contact with perfume, lotion, and household chemicals.
Q: How should I store investment gold bars or coins?
Bullion should be kept in its original certified packaging, away from moisture and handling, ideally in a secure safe or safety deposit box, to preserve both its condition and its certification.
Contact and Support
Q: How can I get in touch with customer care?
Our team is available by email, phone, or through our contact page, and is happy to help with orders, product questions, or anything else you need.
Still Have Questions?
Our customer care team is happy to help with anything not covered above.
· Email: support@valorakarat.com
