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COVID-19 - what you need to know


We are doing our utmost to keep our customers and staff safe from potential risks because of the COVID-19 pandemic. Due to this we are operating with fewer staff than usual, have adjusted our opening times and have limits on services. Standard service may take longer than the 5 working day target.

Please see below for site specific details.

Please follow the guidelines below to make our services quicker for everyone.
 

  • We will not be able to give any specific timeframe on completion of packets. Please sign up to the automated emails in your online account to receive notification of when your packet is ready.

 

  • We endeavour to meet the priority timeframes as laid out below. Should we exceed these, priority charges will still apply as the packet will be dealt with as a priority, being faster than standard service. There will be no time-bound financial guarantees which is standard for packets with laser engraving and bespoke marks.

 

  • Submit online – It allows us to provide you with a quicker service.
  • Make sure your instructions are clear to enable us to provide you with an efficient service and reduce the need for follow-up calls. Please indicate where you would like us to hallmark but bear in mind the limitations of what you are requesting.

 

  • Make sure all items conform to the Hallmarking Act to prevent more intense scrutiny of the items in the Complex Sampling* process.

 

  • At Goldsmiths' Hall and Greville Street you will be asked to observe social distancing at the premises.
  • Card only payments at the counter, with online payment preferable.

Services at Goldsmiths' Hall

  • Opening hours are 10.00-14.00, Monday - Friday
  • One Hour, Next Day (Early Hall) and Standard services are open but there are limitations on when these packets will be ready.
    • One Hour (5 items or less) must be received an hour before closing time.
    • Next Day/Early Hall (30 items or less) will be accepted for all packets as per normal, but can't be guaranteed to be ready Next Day.
    • Standard Service may take longer than the typical 5 day service.
    • All priority charges will still apply as the packet will be dealt with as a priority, being faster than standard service. There will be no time-bound financial guarantees.
    • Same Day Services are suspended.
  • Bespoke Hallmarks for display marking will be accepted but may take longer.
  • All laser engraving can now be accepted in ALL Services but this will take longer.
  • No incoming calls – Please email customerservice@assayofficelondon.co.uk with any queries and we will aim to respond within 24 hours.
  • Our Valuation service is operational

Services at Greville Street

  • Opening hours are 10.00- 16.00, Monday – Friday
  • We can allow 2 customers in the office at one time so you may need to wait outside the office. Please fill out the necessary paperwork before entering Greville Street. Due to social distancing you will be asked to leave to do this as it can’t be accommodated in the office.
  • One Hour & Next Day (Early Hall) services are open but there are limitations on when these packets will be ready.
    • One Hour (5 items or less) must be received an hour before closing time.
    • Next Day/Early Hall (10 items or less) will be accepted for all packets as per normal, but can't be guaranteed to be ready Next Day.
    • All priority charges will still apply as the packet will be dealt with as a priority, being faster than standard service. There will be no time-bound financial guarantees.
    • Standard Services are suspended.
    • Same Day Services are suspended.
  • No moderate or complex laser engraving
  • Maximum packet size limit remains at 10 items for Early Hall (next day), and 5 items for One Hour
  • Greville Street are limited to a maximum submission of 3 packets of 10 items (30 items total per customer) per day. If you exceed this quantity your packet may be refused at the counter.
  • A postal service is not available at Greville street
  • Second-Hand and Special Assay services are suspended at Greville Street so must be submitted at Hall.
  • We can allow 2 customers in the office at one time so you may need to wait outside the office.

Services at Heathrow

  •  Our Heathrow office is operating a normal service.

Terms of service can be found in the glossary section of the PricelistRules for Submission and Service Guide gives you precise information on normal services.

We ask that customers do not send work into Assay if the items have come into contact with anyone who has, or is showing symptoms of, COVID-19. Government guidelines state that the virus can live up to around 72 hours when it is felt the risk from any contaminated surface would significantly decrease. Therefore please wait for this period to lapse before sending items that could potentially be contaminated.
 
Staff members are at high risk with numerous packets transferred to us every day. A reminder that, as a precautionary measure for our staff, we can no longer accept cash at the counters.