Thank you for the feedback. We have now updated the availability of the 2019 sovereign gift option. We do usually respond to live chat messages by the next working day so I can only apologise for the delay in our response. We will also look into updating the live chat facility with an approximate response time so customers are aware of the delay during busy periods. If you ever need a quicker response, our phone lines are open for any enquiries Monday - Friday 9am-5pm. There is always someone happy to help. Thank you for your custom.

Thank you for your review. I can see that you spoke to several members of our team. Sometimes it is not always possible to speak to the same staff member as it can delay your order being processed. However, if you wish just to deal with one person in the future, that is not a problem. We are happy to do this.

Afternoon, please accept our apologies for sending you an incorrect coin, all orders that are processed go through a thorough quality control check, but unfortunately it would appear on this occasion this fell short of our usual service. We have refunded the cost of the return postage for the incorrect item of £7.40 and sent the replacement coin with no further charge to you. For all orders placed which are over £60, there is a minimum £9 delivery charge. As well as postage costs, this also covers packaging and insurance; hence the £1.60 difference from using Royal Mail directly. We were unable to refund your original postage costs as we do not offer free postage. We like to keep our cost of products separate to our postage costs so customers who wish to collect items can still take advantage of our competitive prices. You can find more about our P&P prices here. [https://www.chards.co.uk/blog/free-postage/26] We apologise for any inconvenience caused and will be looking into "free returns" for customers, which will allow customers not to initially cover the cost of return postage and await a refund. Regards, Rochelle.