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COVID-19 - what you need to know


All of our sites are currently partially or fully open. 

 
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 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. 

Services at Goldsmiths' Hall

  • Reduced Counter opening hours of 9am - 2pm, Monday - Friday
  • Card only payments at the counter, with online payment preferable.
  • One Hour, Next Day (Early Hall) and Standard services are open.
    • One Hour – 5 items max. & must be received at Hall before 1.00pm.
    • Next Day – 30 items max. (as per the norm) & must be received at Hall before 14.00 to be ready for 14.00 next working day. Any packets received on a hand-written hallnote of more than 30 items will be treated as priority but not guaranteed to be ready next day.
    • Packets currently in our system cannot be expedited to Priority level.
    • We endeavour to meet the priority timeframes as laid out above. 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

Services at Greville Street

  • 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.
  • Reduced Counter opening hours of 10am - 4pm, Monday – Friday
  • Only One Hour and Early Hall (next day) services available. One hour packets must be submitted by 3pm. There will be no time-bound financial guarantees. If your punch is not held at Greville Street we can only apply a laser hallmark on a priority service.
  • 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
  • A postal service is not available at Greville street
  • Second-Hand and Special Assay services are suspended at Greville Street
  • 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 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.