Buying on ex.gold
How does buying work?
Every piece on ex.gold belongs to an independent jeweller. Browse the marketplace or a seller's own storefront, then send an enquiry about the piece you have in mind — the conversation and the purchase itself happen directly with the seller. ex.gold provides the marketplace and keeps the pricing connected to the live metal market.
Do I need an account?
No. Browsing and enquiring are open to everyone — an enquiry just asks for your name and the details the seller should reply to.
What's the difference between the marketplace and a storefront?
The marketplace brings together pieces from every seller in your region. Each seller also has their own storefront on their own web address — same pieces, same live pricing, presented as their shop. Wherever you find a piece, the seller behind it is the same.
Live pricing
Why do prices move?
Gold, silver, platinum and palladium trade around the clock, and many pieces on ex.gold are priced from those live rates. When you see a small green dot beside a price, that piece is live-priced — its price follows today's metal market rather than a figure typed in weeks ago.
Why do I sometimes see two prices?
Sellers price in their own currency. When you browse from a different region, we show the seller's price alongside an indicative conversion into your currency, using current exchange rates, so you always know what a piece costs where you are.
Is the price I see the final price?
Treat it as a faithful guide. The seller sets the final price and terms for each piece — making charges, stones, labour, taxes and currency conversion can all play a part. Because live-priced pieces follow the market, the figure can also move between your first look and your enquiry. The seller will confirm the exact price when you get in touch.
Availability & viewings
Is everything shown in stock?
Listings are maintained by the sellers, and most pieces also sit in a real showroom where they can sell over the counter. If a piece matters to you, send an enquiry to confirm it's available before travelling or committing.
Can I see a piece in person?
Usually, yes — these are real jewellers with real counters. You'll find each seller's showroom address and opening hours on their page, and a viewing is exactly the kind of thing to arrange through an enquiry or a quick WhatsApp message.
Enquiries & contact
How do I ask about a piece?
Every listing has a Make an enquiry button. Your message goes privately to the seller with the piece attached — reference and all — so the answer comes back quicker, to the email you leave.
Is there a faster way?
Most sellers answer fastest on WhatsApp — the button sits right beside the enquiry form on every piece, along with their phone number. Speaking to the seller directly is normal here; it's how fine jewellery has always been bought.
Returns & after-care
What about returns and exchanges?
Return, exchange, warranty and delivery terms are set by each seller, so confirm them before completing a purchase — a good seller will set them out plainly when you ask. ex.gold is the marketplace, not the merchant, so your purchase agreement is with the seller.
Something didn't go to plan?
Raise it with the seller first — most things resolve in one conversation. If you're still stuck, or you'd like to tell us about your experience with a seller, write to us and we'll listen.
Still need a hand?
Send us a message and we'll point you the right way — usually within 1–2 business days.
