FAQs about Delivery and Shipping

Type of parcel dispatch by Österreichische Post AG:

• Parcels of a value up to € 510 are sent as domestic parcels
• Parcels from € 510 to € 1,500 as Post Express
• Parcels from € 1,500 to a maximum of € 10,000 as sealed insured parcels (Wertpaket)
• Parcels from € 10,000 to € 20,000 as Wertpaket Premium

Shipment tracking:

With online orders, you can see the status of your package at any time thanks to tracking and tracing.

In future, for security reasons, you will only receive a link for tracking parcels of higher values (Wertpaket Premium) 24 hours after the parcel has been collected from Münze Österreich AG.

Increase of order limit from € 15,000 to € 20,000:

• It is possible for customers in Austria to place an online order up to a maximum of € 15,000 without a proof of identity.
• In addition it is now possible for customers in Austria to place an online order up to a maximum of € 20,000. The prerequisite for this online order between €15,000 and €20.000 is a one-off verification of identity, which can be carried out online free of charge. You can find out more about this in the FAQs under “proof of identity”.

Insurance:

All shipments are only insured against loss, theft or damage for their stated value. The value of the shipment can be up to €20,000. Investment coins and gold bars can therefore also be sent to your home by post quickly, conveniently and without risk.

If you have signed a deposit contract with your postal company/delivery service or have selected the UPS MyChoice option at UPS, each delivery is considered delivered when the package has been deposited at the agreed deposit location. In this case, any liability of Münze Österreich AG in case of loss is excluded!

The prices above are for orientation only. The exact cost will be shown before you complete your order. You are welcome to change your order at that time if necessary.

All Münze Österreich AG deliveries in Austria are insured by Österreichische Post AG.

This option is only relevant for customers in Austria.

Delivery to home address or to the post office of your choice

• A consignment with an online value of less than €3,000 will be delivered to your home. Optionally, you can also select a post office for collection in the checkout.
• A consignment with an online value between €3,000 and €10,000 will not be delivered to your home. You will receive a notification at your address from the post office where you can pick up your package (“yellow slip”). Optionally, you can also select a post office for collection in the checkout.
• For security reasons, a consignment with an online value of more than €10,000 can be picked up at your nearest post office. You can define your nearest post office independently during the online ordering process. This gives you the choice of receiving your parcel at your place of residence or picking it up from a post office, e.g. near your place of work.
•  When selecting a post office of your choice online, you must provide both a telephone number and an e-mail address so that the Post can contact you.

Persons authorised to collect shipments:

Shipments with a value of up to €1,500 may also be delivered to/received by a substitute recipient (e.g. a relative, flatmate, etc.), provided there is no doubt as to their eligibility.

If the value of the goods exceeds €1,500, the parcel can only be picked up by the named recipient (after verification of identity by means of identification) or an authorised person.

After you have selected your products online (shopping basket) go to the „Address details“ section in the checkout. Make sure it actually Address details, Pick up here, etc in the checkout.

a) In checkout, select "Address details".

b) Enter your post code and select a post office branch by clicking on "Pick up here" next to the Address of the branch.

c) Branch accepted in checkout. Checkout can now be continued.

d) Please provide your complete contact details under "Shipping and Payment" so that you can be contacted by Post AG as soon as the package is ready for collection.

All parcel shipments are sent exclusively as insured parcels to destinations in the country list. For each country, different maximum value limits for online orders and different parcel delivery times apply.

From physical handover to the shipping service provider, the specified package delivery time - see country list - is to be expected.

If your country does not appear in the country list, at present we are only able to supply you in person at the Münze Österreich shop at Am Heumarkt, 1030 Vienna. When placing your order online, please select “self-collection in shop, Am Heumarkt 1, 1030 Vienna” as the shipping method.

Shipping costs Germany:

The above values are for orientation only. The exact costs will be shown before you complete your order. You are welcome to change your order at that time, if necessary.

EU countries and other European countries:

The above values are for orientation only. The exact costs will be shown before you complete your order. You are welcome to change your order at that time, if necessary.

International Shipping costs:

The above values are for orientation only. The exact costs will be shown before you complete your order. You are welcome to change your order at that time, if necessary.

If you have concluded a deposit contract with your postal company / delivery service or have selected an option with "UPS MyChoice" at UPS, each delivery is considered delivered when the package has been deposited at the agreed deposit location. In this case, any liability of the Austrian Mint in case of loss is excluded!

UPS delivers only to the delivery address specified in the order/customer account, and against confirmation of receipt by signature on the UPS delivery scanner.

The governments of most countries have taken different containment measures. Current circumstances may cause delays in shipping. Please note at UPS, drivers may temporarily do the signing on behalf of the customer for packages that require a signature to avoid unnecessary contact. Please refer to https://www.ups.com/at/de/service-alerts.page?id=alert1 for information on shipping with UPS.

UPS will attempt to deliver your shipment up to three times, depending on the country. With each attempt, an information note is left. If the shipment still cannot be delivered, it will be returned to Münze Österreich.

If your shipment is obviously heavily damaged upon delivery and/or there is a suspicion of a possible shortage, please refuse acceptance with this reason and inform Münze Österreich about the incident. Check your shipment for completeness immediately after acceptance by the shipping service provider.

Should a shortage become apparent, please contact Münze Österreich immediately to initiate an investigation, and please keep the delivered goods including the packaging in their original condition. UPS will contact you as soon as possible for further verification.

You can specify a delivery address other than your billing address if you want to give the items ordered items to someone as a gift or you want to have the products delivered directly to your workplace, for example. To do so, click on the box next to "Alternative delivery address". A window opens in which you can enter the address. The alternative delivery address must not contain a PO box.

Please note that other tax regulations may require additional information in some countries (tax codes, etc.).

After completing your order, you receive an automatic confirmation of the order by e-mail. If you do not receive it, something went wrong; see "Ordering".

Furthermore, you receive the advance payment invoice with our bank details for payment within 24 hours of concluding the order or on the next working day.

Yes, all shipments from Münze Österreich are sent insured. For detailed shipping information, please see Delivery and Shipping.

Once your shipment is consigned to the shipping company, you receive an e-mail confirming the shipment and containing a link with the information to track your shipment. This information is also shown in the "Order overview" of your online account.

Please note that we can ship the products no earlier than on the respective date of issue.

We endeavour to process your orders as swiftly as possible. Please note that we only dispatch shipments for which we have received the full payment. Due to partly unpredictable peaks in demand there may be delays. If your shipment does not arrive within two weeks after receiving confirmation of shipping, please contact us.

We will review the circumstances and, if necessary, initiate an inquiry with the logistics partners. If the shipment is then delivered after all, please contact us without delay.

All shipments are fully insured against loss or damage. You cannot incur any damages arising from faulty delivery or loss. Should a part of the shipment be damaged (e.g. packaging bent, coin fallen out of blister pack), please contact us and provide a brief description of the problem. In this case we request you return the damaged product including a copy of the invoice so that we can exchange it for a flawless one. Please be sure to adequately insure all returns to us. We will refund the shipping costs for a justified return.

Please keep all packaging until the investigation is completed. Check your shipment for completeness immediately after acceptance by the shipping service provider.

Please contact Münze Österreich immediately to initiate a follow-up investigation and please keep the delivered goods including the packaging in its original condition. Please send us immediately a written information by e-mail with a short statement of facts (customer number, order number, short description of the incident) and 2-3 meaningful photos.

For all customers regardless of the country of delivery is important:

1. If you should receive a shipment that is visibly damaged, or that has obviously been repackaged: Please open this shipment only in the presence of the logistics partner and make sure in his presence that the shipment contents are complete and intact.

2. Please note that we can only accept damage reports in writing, by e-mail with meaningful photos as an attachment.

Please note that we are only able to accept damage claims in writing, ideally by e-mail with photos and claim forms attached. Please DO NOT SEND ANY damage claims by regular mail, as the deadline cannot be met. Liability and a replacement on our part is excluded in this case.

We are unable to process telephone claims and are excluded from any liability in this case.

If you have any questions, please contact us without delay over the contact centre. Should the need arise, any damage claims must also be sent to us via email.

Combining orders is unfortunately not possible. We thank you for your understanding.

Please look through your spam folder. We would also like to point out that our logistics partner has 24 hours to activate the tracking link.

Please note that we are only able to arrange for shipment after the respective coin's date of issue. If several coins appearing on different dates are ordered at the same time, the entire order will not be shipped until the date of issue of the last coin to appear.