Danish Royal Gold – Customer Support Policy
At Danish Royal Gold, we are committed to providing exceptional customer service and ensuring a seamless experience for all our clients. Our Customer Support Policy outlines the services we offer, response times, and how we handle customer inquiries, complaints, and technical support.
1. Support Availability
Our support team is available to assist customers worldwide.
Operating Hours:
- Monday – Friday: 8:00 AM – 8:00 PM (GMT)
- Saturday – Sunday: 10:00 AM – 5:00 PM (GMT)
- 24/7 Emergency Support for urgent inquiries related to orders, payments, or shipments.
Support Channels:
✅ Email: [Your Email]
✅ Phone/WhatsApp: [Your Contact]
✅ Live Chat: Available on our website
✅ Social Media: [Your Social Media Handles]
2. Types of Support Offered
A. Pre-Sales Support
We assist customers in:
✔ Understanding gold market trends and pricing
✔ Choosing the right gold product (bars, bullion, minerals)
✔ Explaining payment options and security measures
✔ Providing bulk order assistance and special discounts
B. Order & Payment Support
✔ Order placement guidance
✔ Secure payment processing assistance
✔ Order tracking and confirmation updates
✔ Assistance with payment verification (for high-value transactions)
C. Shipping & Delivery Support
✔ Estimated delivery timelines and tracking updates
✔ Handling shipment delays or customs clearance inquiries
✔ Insurance and secure packaging information
D. Post-Sales Support
✔ Assistance with authentication and certification verification
✔ Warranty and quality assurance inquiries
✔ Return and refund assistance (as per our Return Policy)
E. Fraud Prevention & Security Support
✔ Identity verification and anti-fraud measures
✔ Secure transaction guidance
✔ Assistance with resolving suspicious activities
3. Response Time Guidelines
We strive to respond to all customer inquiries as quickly as possible.
Email Support: Within 24 hours
Phone/WhatsApp Support: Instant or within 1 hour (during business hours)
Live Chat Support: Instant response during active hours
Urgent Support Requests: Handled immediately (within 30 minutes if urgent)
4. Customer Complaints & Dispute Resolution
If you are unsatisfied with any aspect of our service, we encourage you to contact us for a resolution.
✔ Step 1: Contact our support team and describe the issue clearly.
✔ Step 2: Our team will acknowledge the complaint within 24 hours.
✔ Step 3: We will investigate and provide a resolution within 3–5 business days.
✔ Step 4: If further action is required, we may offer a refund, replacement, or dispute mediation.
For unresolved disputes, we may involve a third-party arbitration service to ensure a fair outcome.
5. VIP & Bulk Buyer Support
For high-value customers and bulk buyers, we offer dedicated account managers to handle all inquiries, orders, and exclusive offers. Contact us for more details.
6. Contact Us
Email: info@danishroyalgold.com
Phone/WhatsApp: +44 744 239 3988
Website: https://danishroyalgold.com
By engaging with Danish Royal Gold, you agree to the terms outlined in this Support Policy. We are committed to delivering the best customer experience in the gold industry