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Covid19 FAQ’s

26th March 2020

Q: Are your stores open?

A: Our stores are temporarily closed but we’re still available to help. You can speak to us through our Live chat option at the bottom of this page or by calling us on 01615050369. It is our aim to do whatever is possible to help our customers during this difficult time.

Q:  What happens if I can’t repay my loan or pledge?

A: We understand many of our customers are going through a period of uncertainty and change. If your financial circumstances or employment has, or is going to change, then contact us as soon as possible. During these difficult times we will work with you to come up with an arrangement which will achieve the best outcome. We are here to help you. If you have a query about a cash loan call us on 08000851090. For all other enquires contact us on Live Chat or call: 01615050369.

Q: I can’t get into store, and I need to either renew or pick up my pledge.

A: Firstly please don't worry, we will keep your item safe. Once we re-open you will be able to renew or pick up your items in store. 

Q: What can I do online?

A: Firstly, for personal loans we do have an online portal where you can make payments, change direct debits, and check your loan balance. You can log in here If you have not set up your account, please contact us on 08000851090.

Lastly we are still offering online valuations for all pawnbroking and purchase queries. For any item you wanted valued please complete this form

Q: My pledge item(s) is due to go to auction, will this now be happening?

A: As our stores are now temporarily closed no auctions will take place. When we re-open all auctions will resume.

Q: I purchased a Rate Guarantee option when I purchased my foreign currency, will I be able to sell my currency back to you at the same rate when you re-open.

A: Yes of course. We’ll be honouring all rate guarantees on currency sold by us. Once our stores re-open you will be able to sell your travel money back to us using your rate guarantee.

Q: If all stores are closed will I be able to apply for a pawnbroking loan online?

A: Not at the moment. We are currently working on an online alternative for our customers to initially allow you to pay to renew or pick up their pledges. We will let you know when this is available.

Q: As stores are now closed will I be able to top up my cash loan online.

A: Unfortunately, not at the moment.

Q: I purchased a retail item in the store and would like a refund. As stores are now closed what can I do?

A: If you purchased your item within 30 days prior to 24th March (store closure date) we will honour all refunds as per our normal policy. You will need a valid receipt . When items are returned to store, they should be in their original packaging

Watches follow the above in addition to a 12 month guarantee on the mechanism.

Unfortunately we are not able to offer a refund or exchange on pierced items of jewellery.

Q: If I am self-isolating can a 3rd party redeem my item on my behalf?

A: Yes , when our stores re-open and if you are self-isolating a third party will be able to collect your pledge items. They will need your original pledge contract and the cash amount required to pick up the item.

Q: When you have a method available to pay for my pledge items online how will this work?

A: Our teams are working extremely hard to have this alternative online payment option as soon as possible. We will update our website when this is available.