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CUSTOMER SERVICE TELEPHONE NUMBER
As our switchboard is completely overloaded at present, please only contact us by e-mail. We will do our very best to reply as soon as possible, but please be aware that high demand is causing unusually long delays.
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.
NO ONLINE-ORDER: CURRENT COUNTRY LIST
At the moment there is no delivery to Bosnia, Cyprus, Greece, Israel, Italy, Latvia, Lithuania, Malta, Portugal, San Marino, Serbia, Spain, Turkey. If you live in one of those countries, unfortunately it is not possible to order our products at present.
Further questions you may find in the FAQ zone below:
You do not receive a confirmation of order if your legitimation 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 € 10,000 and over.
A valid passport, personal ID or driver's licence is required for legitimation 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 legitimation will be placed in your customer account and online orders from € 10,000 to € 15,000 will be possible.
Due to international delivery restrictions for parcel delivery by our postal service, new online orders cannot be placed for the following countries at the moment: Greece, Italy, Latvia, Lithuania, Serbia, Spain, Cyprus.
First off, there's good news: according to the Austrian Post, all parcels will be delivered. New online orders from the country list - see text on top of this page - are currently not possible.
At this time, there are delays in the distribution centres due to large-scale deliveries and border closures.
Deliveries are also being made in the quarantined areas.
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.
To contribute to the slower spread of the COVID-19 virus, our shop at Heumarkt 1 will remain closed for the time being.
Of course we will extend the collection period until our shop is open again in accordance with regulations. Details can be found on our homepage at www.muenzeoesterreich.at.
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 partners of the Austrian Post.
As our shop at Heumarkt 1 is currently closed, we are temporarily unable to offer this service.
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