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QUESTIONS CONCERNING DELIVERY
Are you waiting for a delivery? The Austrian Post is reporting delivery delays and we ask for your kind understanding at this challenging time. You can track the status of your delivery in the tracking link, which we sent you with your confirmation of delivery.
Are you worried that your package has been lost? If so, please inform us by e-mail at email@example.com. We only send insured packages. As soon as the Post confirms the loss of your package, we can either reimburse your money or resend the products to you – the choice is yours.
If you would like to order a product but are concerned about delivery, you can choose to collect it in person from the Austrian Mint shop as soon as the current lockdown is over. Once you have paid for your product, it will be stored securely at the Austrian Mint.
Further questions you may find in the FAQ zone below:
You do not receive a confirmation of order if proof of your identity is outstanding. Due to money-laundering and anti-terrorism directives, we are required to establish the identity of the buyer for
- sales within 6 months and
- a cumulative value of € 15,000 and over.
A valid passport, personal ID or driver's licence is required for proof of identity without exception. (Legal basis: §§ 165 of the Anti-Money Laundering Act and 278d of the Austrian Criminal Code).
Therefore, please send us a colour copy of your identity document to firstname.lastname@example.org. Upon receipt, your proof of identity will be placed in your customer account and online orders from € 10,000 to € 15,000 will be possible.
The delivery itself is now being carried out in modified form, i.e. contactless delivery: the items are placed in postboxes or in front of the entrance door after ringing and a verbal notice. If this is not possible, a notice for collection is left. Details can be found at https://www.post.at/coronavirus.php.
Thank you for understanding that it is unfortunately not possible to ship products ordered for pick-up.
You are welcome to continue to accept the offer to collect the goods yourself; the goods you have already paid for will then remain stored with us for the time being and you can then come as soon as the lockdown restrictions are lifted and we are able to open our shop again. However, the condition is that you pay upon receipt of invoice.
In Austria we send the parcels through the Austrian Post, outside Austria through our new logistics partner UPS.
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