Contact Us and FAQs
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Contact Us and FAQs

You may find the answer to your question amongst our FAQs below, if not contact our Customer Service Team who will be happy to help...

Orders
How do I know if my item has been despatched?
How long will it take to receive my order?
How do I return a delivery?
How can I manage my subscription?
 
Payments
When will you take the payment from my credit/debit card?
How do the EasyPay instalments work?
How does Continuous Credit/Debit Card Authority Work?
Why did my payment I made not go towards a specific product?
 
Website
Why am I unable to access my account details on the website?
What do my Contact Preferences mean?
 
Caring for your collection
Why has my commemorative coin tarnished?
Should I clean my coins?
Should I insure my collection?
 


FAQs

Orders

How do I know if my item has been despatched?
If you ordered online, you’ll receive an email to let you know once your order has been despatched. If you've ordered multiple items, they may be despatched separately. You can find information on the status of your orders in the Help section here: When is my delivery due? [back]

How long will it take to receive my order?
We expect all orders to arrive within 3-5 working days from despatch. You can check the status of your delivery in our Help section here[back]

How do I return a delivery?
You can return free of charge and are covered by our 30 Day Money Back Guarantee. To return a delivery, please click here and select your item. Please allow 10 working days for us to receive your return. If you haven’t had a confirmation of receipt, please let us know and include a copy of your Certificate of Posting or tracking information. [back]

How can I manage my subscription?
Some products are offered as part of a monthly subscription, giving you the flexibility to spread payments as you build your collection. You can view each delivery and if you don’t wish to add it to your collection you can return by clicking here within 10 days of receipt.

You can pause or cancel your collection at any time, by clicking here. We’d ask you to do so within 10 days of receipt so that we’re able to process this in good time to ensure you don’t receive any further deliveries. [back]



Payments

When will you take the payment from my credit/debit card?
We take payment upon despatch of goods. If you’re paying for one of your items in instalments, the terms of the instalment payment plan will be detailed at the time of ordering. [back]

How do the EasyPay instalments work?
Payment for our more expensive items is offered in interest free monthly instalments alongside the total price. If you’d like to take advantage of this, then simply click the instalment box in your basket.

Your card will be charged the first instalment, including postage and packaging, before despatch and for the remaining balance in equal interest free monthly instalments. The instalment amounts to pay will be shown in your basket page as you confirm your order. Should you prefer to pay the remaining balance in one go you can contact us or see the details on your invoice. 

We’re unable to offer instalments to customers outside the UK. Should you want to use a different card for the remaining instalment payments after we have despatched your delivery, please contact Customer Service on 03330 032 777[back]

How does Continuous Credit/Debit Card Authority Work?
When you choose to take advantage of Continuous Card Authority, we’ll automatically charge your card for your current outstanding balance and any goods that are despatched to you. It will all be handled automatically, ensuring your account is always up to date. Your card will only be charged when your delivery is ready for despatch.

If you’re subscribed to one of our collections, your Continuous Card Authority will work in the same way. As soon as your next delivery is due for despatch we will automatically process payment on your behalf. Of course, you remain fully covered by our 30-Day Money Back Guarantee.

You can cancel your Continuous Card Authority online by visiting the Payment Cards section of My Account. [back]

Why did the payment I made not go towards a specific product?
Westminster accounts have an 'open accounting system' a lot like a bank account. In this way you can see the total owing for all items that have been sent and make either part or full payment as you wish. This system means that customers wishing to pay by card after receiving the goods are able to do so.

Should you wish to pay for items specifically when the payments are due and ensure the amount goes towards that product all you need to do is pay for that item on your card when placing the order. In this way the system will automatically debit the funds for that product upon despatch of the goods. (Unless your account is in credit). The payment is then coupled with the product regardless of any outstanding balance from other goods. [back]



Website

Why am I unable to access my account details on the website?
If you’ve forgotten your password, you can reset it by clicking here. Enter the email address that you registered with, and an email will be sent to you. Please click on the link and follow the instructions.

If you still experience difficulties then please contact us, including your name and address details, account number and the email address you registered with. We’ll then get in touch to help. [back]

What do my contact preferences mean?
We contact customers on the "Main Westminster Email List" with regular email updates. If you prefer not to receive these, you can opt for a weekly round-up email instead. Alternatively, you can chose not to receive any email updates at all. You can change your preferences on the Contact Preferences page. [back]



Caring for your collection

Why has my commemorative coin tarnished?
Over time, some coins can become subject to ageing sometimes this is called tarnishing, discolouration, or even toning. You might hear collectors describing coins as ‘toned’ but don’t worry, this is a normal stage of the coin’s life and in some cases it can even be considered an enhancement of the coin.

This is a completely natural process, known as oxidation, and is the result of a chemical reaction that occurs when metal (often silver) comes into contact with humidity and other chemicals in the air. Although a very slow process, the speed can depend on a few factors such as how old the coin is, the packaging and environment it is kept in, and the type of metal. [back]

Should I clean my coins?
Handle with care  unless necessary, it is always best to avoid direct contact with your coins. Even if your hands are clean, tiny traces of the oils from your skin, specs of grit, or dirt can damage and harm your coins. We recommend leaving coins in their capsules for protection from any harmful elements unless your coin is an antique finish, which can be handled without worry. If you do need to remove your coin from the capsule for any reason, we’d suggest clean, thin cotton gloves and ensuring coins are handled over a felt-lined case or cloth to provide protection in case you accidentally drop any coins.

Preserve and Protect  it is always advisable to avoid cleaning your coins. When metal is exposed to air, they are liable to oxidise and tone. To best preserve, leave them in their capsules. Cleaning coins can cause abrasion and alter the finish, causing irreparable damage. [back]

Should I insure my collection?
Many people choose to insure valuable items for security and the decision as to whether you do must be yours. Whilst we are unable to insure items ourselves or recommend any  other company, if you feel it would be appropriate to insure your collection a good starting point would be to contact the company which provides your home contents cover. [back]



Contact us

To help us give you the best possible answer please can you include your Account Number or full address details within your email.

Email us: [email protected]

Call us: 03330 032 777 (Mon - Fri, 8:45am - 5pm)
Our contact number is included in any landline / mobile call package.

Write to us:
The Westminster Collection
PO Box 4848
Poole
BH12 9GB

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