Frequently Asked Questions
Thanks for visiting J.W.B Coins & Collectables. We’ve put together answers to the questions we get asked most about ordering, delivery, returns, and payments. If you cannot find what you need, please get in touch and we’ll be happy to help.
Contact & Visiting
How can I get in touch?
The quickest way to reach us is via our contact form. You can also email us at info@jwbcoins.co.uk, and we’ll get back to you as soon as possible.
What are your opening hours?
We are open Monday to Friday, 9:00am to 6:00pm.
Do you have a shop I can visit?
We’re an online-only business, so we do not have a physical shop. Everything we sell is available to order through the website.
Do you buy items from the public?
Yes, we do buy some items. We receive a large number of enquiries, so we may not be able to reply to every message. If we’re interested, we’ll get back to you as soon as we can with any questions or an offer.
To enquire, please email info@jwbcoins.co.uk with the subject ‘Sell to us’. Please include clear photos and a description of the item(s), plus any details on condition, size, and where you’re based. If you have an asking price in mind, please include that too.
Ordering and Product Information
Are the photos of the actual item I will receive?
Yes. Unless we clearly state otherwise, the photos on each product page show the exact item you will receive. We photograph items to give an accurate, honest view, including any noticeable marks or wear.
How do you describe each items condition?
We describe condition clearly on each item and aim to highlight anything important you should know before buying. We include clear photos from multiple angles and we will point out any noticeable defects in the listing.
Please use the zoom feature on the photos, and if you are unsure about anything, feel free to contact us before ordering.
For coins, we use a consistent grading approach. We will be sharing a guide to our coin grading soon.
Can I ask a question before buying or request additional photos?
Yes. We do our best to photograph items clearly from different angles, however if you would like additional photos or have a question before ordering, please contact us and include a link to the item you are interested in.
Do you guarantee authenticity?
Yes. All items are sold with our authenticity guarantee. We have over 25 years’ experience working with antiques and collectables, and we pride ourselves on accurate descriptions and clear photography.
Shipping & delivery (UK + Worldwide)
How much is UK delivery and how is it sent?
We send orders using Royal Mail tracked services to help ensure items arrive safely, and so you can follow your delivery.
UK delivery is free on orders over £50.
For orders under £50, delivery is charged based on the parcel weight and the service selected. UK delivery starts from £2.75, and you will see the exact cost at checkout before you pay.
How long does delivery take?
Delivery times depend on the service you choose at checkout.
- Royal Mail Tracked 48 is our standard option.
- Royal Mail Tracked 24 is also available if you would like your order sooner.
For postcards, you may also be able to choose a standard (untracked) Second Class option at checkout.
How quickly do you dispatch orders?
Orders placed before 12pm (Monday to Friday) are usually dispatched the same day.
Orders placed after 12pm are usually dispatched the next working day. Orders placed after 12pm on a Friday may be dispatched on Saturday, or will be dispatched the following Monday.
On Bank Holidays orders will be dispatched the next working day.
How do I track my order?
If your order was sent with tracking, you will receive a dispatch email once your item has been posted. This email includes your tracking details.
You can use your tracking reference number on the Royal Mail website for updates on your delivery: https://www.royalmail.com/track-your-item
How do I choose a different delivery option at checkout?
Once you proceed to checkout (after the basket), you will see the shipping method section. If more than one delivery option is available, you can use the dropdown next to the shipping method to choose your preferred option before you pay.
Do you offer international delivery?
Yes, we offer worldwide shipping. International delivery costs depend on destination and parcel weight, and will be calculated at checkout.
International delivery times vary by destination. Estimated delivery times will be shown at checkout.
Please note: orders shipped outside the UK may be subject to customs fees or import charges. These are set by the destination country and are the responsibility of the buyer.
Returns, refunds & issues
What is your returns policy?
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, and you will need to include proof of purchase.
Please note: personalised items and gift cards are non-returnable.
For full details, please see our Returns Policy.
How do I start a return?
If you need to return an item, please contact us first using our online contact form or by emailing info@jwbcoins.co.uk. We will confirm whether your return is accepted and provide details of where to send your package.
Return postage is paid by the purchaser, unless the item arrives damaged, defective, or incorrect.
Items sent back to us without first requesting a return may not be accepted.
Can I cancel my order?
If you need to cancel an order, please contact us as soon as possible at info@jwbcoins.co.uk. If your order has not yet been dispatched, we will do our best to cancel it. If your order has already been dispatched, you can return it in line with our returns policy (excluding personalised items).
Please note: for personalised items, we may not be able to cancel once work has started.
Refunds, exchanges, and issues
Once we receive and inspect your return, we will let you know if your refund is approved. If approved, you will be automatically refunded to your original payment method. Please note it can take some time for your bank or credit card company to process and post the refund.
If you would like to exchange an item, please contact us at info@jwbcoins.co.uk and we will be happy to discuss the options. We must first receive the return of your original item in the same condition as it was sent. If there is a difference in price between the items, this will be resolved before the exchanged item is sent.
If your item arrives damaged, defective, or incorrect, please get in touch as soon as you can. You can use our contact form or email info@jwbcoins.co.uk with your order number. If you’re able to, please include a couple of photos so we can sort it out for you as quickly as possible.
Payments, accounts & privacy
What payment methods do you accept?
We accept major debit and credit cards, PayPal, and accelerated checkout options available through Shopify (such as Shop Pay).
Is checkout secure?
Yes. Our checkout is powered by Shopify and uses secure, encrypted payment processing.
Do I need to create an account?
No, you can check out as a guest. However if you create an account, you can view your order history and order status in one place, and it can make future checkout quicker. Where tracking is available, you will also be able to access tracking details from your order.
I’ve forgotten my password. How do I reset it?
Go to the account login page and select the password reset option. You will be sent an email with steps to set a new password.
How do you use my data (privacy and cookies)?
We only use your information to process orders, provide customer support, and improve the website experience.
For full details, please see our Cookies and Privacy Policy.
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★ A Name You Can Trust
We’re a UK seller, proud to offer authentic coins and collectables with clear descriptions and photos of the exact item you will receive.
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✓ Secure Checkout
Shop with confidence. Our SSL secured checkout keeps your details protected and payments safe.
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→ Fast Dispatch
Order before 12pm Monday to Friday and we usually dispatch the same day. Free UK delivery on orders over £50.
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↺ Peace Of Mind
Changed your mind? You have 14 days to return. Just contact us first and we’ll help you sort it quickly.