FAQ (Frequently Asked Questions)
1. Getting Started
How can I shop at HanJuwelier Trading LLC?
Add the products you want to your cart and complete the payment process to finalize your order.
Am I the owner of the precious metals I purchase from HanJuwelier Trading LLC?
When you purchase precious metals from HanJuwelier Trading LLC, you become their full owner. Your metals are physically stored in our secure vaults and are not included in our balance sheet, ensuring your legal ownership even if HanJuwelier Trading LLC ceases operations.
HanJuwelier Trading LLC offers only segregated precious metals, meaning the metals you purchase belong entirely to you. In contrast, some sellers may offer “pooled” gold, where you co-own a larger bar with other customers, which can complicate resale or redemption processes. Additionally, some sellers offer “paper gold,” which is not backed by physical metal.
Can I personally pick up my products?
We do not hold products in our Dubai offices, and for security reasons, access to our vaults in the United Arab Emirates is restricted. If you wish to view, sell, or redeem your stored products, you can always manage these actions through your online personal account.
Is it easy to reach someone if I have questions?
Absolutely! Our customer service team is ready to assist you. You can contact us via online chat, email at info@hanjuwelier.com, or by phone at [number]. Our team at our Dubai headquarters is proficient in English and Arabic.
2. Purchasing
Is there a minimum purchase amount?
No, there is no minimum order amount. You can purchase any product listed on our website.
Is there a limit on the maximum order amount?
The maximum order limit per transaction is 200,000 AED. For larger orders, please contact our sales department.
Can I store my purchased precious metals immediately?
Yes, you can store your metals in our vaults by selecting the “Add to Wallet” option during payment. Products that have been delivered are no longer eligible for storage.
Can I personally pick up my order?
Yes, it is possible to pick up your order in person from our office.
Can I change my order after placing it?
Orders are legally binding and cannot be changed after being placed.
Why can’t I generate a certificate in my wallet?
Certificate generation becomes available 24 hours after your first order. If the issue persists, contact customer service.
Can I exchange my smaller precious metals for a larger one?
Exchanges are not available. You can sell your smaller items and use the proceeds to purchase a larger product.
Can I shop through HanJuwelier Trading LLC with my company?
We only sell to individual customers, not companies.
Where can I find a discount code?
Discount codes are available on banners on our homepage and in our newsletter.
Can I use multiple discount codes for one order?
Only one discount code can be used per order.
If my order is canceled, can I reuse my discount code?
Discount codes are considered used once an order is placed and cannot be reused even if the order is canceled.
Am I the 100% owner of the precious metals I purchase?
Yes, you are the 100% owner of the metals you purchase. Ownership certificates are available in your account.
How do discount codes work?
Apply discount codes to your cart during checkout. Only one code can be used per order.
Why isn’t my discount code working?
Codes may have expired, been used previously, or apply only to specific products. Contact customer service for assistance.
Who issues the certificates?
All certificates are issued by HanJuwelier Trading LLC, and our products are stored in our vaults.
3. Payment
Which currencies are accepted?
Currently, we only accept payments in AED.
Which payment methods are accepted?
We accept VISA, MasterCard, and HanJuwelier Trading LLC Pay payment methods.
Can someone else pay on my behalf?
Payments must match the name on the invoice. Payments from different names will not be accepted.
What is the 3% processing fee for credit card payments?
The 3% fee is charged to ensure priority processing and to protect against price fluctuations.
Can I cancel or change my order?
All orders are final and cannot be changed or canceled after being placed.
Does HanJuwelier Trading LLC use 3-D Secure?
Yes, we use 3-D Secure technology to enhance transaction security.
Can I use my spouse’s credit card?
Payments must match the name on the HanJuwelier Trading LLC account. Orders with mismatched names will not be processed.
Can I pay with cash?
No, all payments must be made online via credit card.
Can I pay in installments?
No, payments must be made in full.