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FAQs about Delivery and Shipping

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Delivery takes place after the date of issue and receipt of payment in our account. If several coins issued on different dates are ordered at the same time, the entire order is not shipped until the date of issue of the last coin.

Our coins are highly sought after, and demand can often exceed the limited number of coins. Thus to ensure that as many customers as possible get a chance, we can only offer a limited quantity per person and household.  

Once your shipment is consigned to the shipping company, you receive an e-mail containing a link with the tracking number to track your shipment. This information is also shown in the billing history under "My Account". The delivery person leaves a notice if no one is available.

For delivery agreements, please note: if you have concluded a delivery agreement with your postal service/delivery service, each shipment is considered delivered if the package has been deposited at the agreed location. In this case, any liability of Münze Österreich AG is excluded in the event of loss! If there is an existing delivery agreement with your postal service/delivery service, you should choose an alternative delivery address for deliveries from Münze Österreich AG.

Delivery is carried out by Austrian Post as an insured and registered package and is generally consigned to the shipping company within three to six working days on receipt of payment or the first date of issue of the product ordered. The delivery and insurance charges can be found in the table below. This type of package is consigned by signature.

List of shipping and insurance costs (excluding VAT):

Order value in Euro

Austria

Germany

International

up to 510.00

5.00 excl. VAT

7.00 excl. VAT

17.00 excl. VAT *

up to 1,500.00

7.00 excl. VAT

7.00 excl. VAT

22.00 excl. VAT *

over 1,500.00

10.00 excl. VAT

9.00 excl. VAT

28.00 excl. VAT *

* For countries outside the European Union there is no VAT; for EU countries there is the Austrian VAT.

The figures above are for the purpose of orientation. The exact costs will be shown prior to completion of your order. If need be, you can change your order at this time.

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.

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 billing history 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 at verkauf@muenzeoesterreich.at.

We will review the circumstances and, if necessary, initiate an inquiry with the postal service. 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 at verkauf@muenzeoesterreich.at 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.

For customers in Austria:

Please report the damage to your nearest post office without delay, but in any case within five working days upon receipt. Show them the packaging and invoice and ask for the claim form ("Schadensformular"). This damage claim can only be filed by the recipient of the shipment. Please e-mail us a brief written description of the circumstances (customer number, order number, short description of what happened) and 2-3 relevant photos at verkauf@muenzeoesterreich.at without delay. We also require a copy of the damage claim. Please retain all packaging until the inquiry has been concluded.

For customers in Germany:

Please report the damage by e-mail directly to verkauf@muenzeoesterreich.at without delay, but in any case within five working days upon receipt. We require a brief description of the circumstances (customer number, order number, short description of what happened) and 2-3 relevant photos. Without photos we are unable to process your claim further. We also require a statement of the claim number/claim form ("Schadensformular") from post office management/your delivery service. Please retain all packaging until the inquiry has been concluded.

For customers worldwide (with the exception of Austria and Germany):

Please report the damage to your nearest post office without delay, but in any case within five working days upon receipt, or, depending on the respective recipient country, please report it online to the national delivery service. Please send us a brief written description of the circumstances (customer number, order number, short description of what happened) and two to three relevant photos without delay (verkauf@muenzeoesterreich.at). We also require a statement of the claim number/claim form ("Schadensformular") from post office management/your delivery service. Please retain all packaging until the inquiry has been concluded.

The following is important for all customers, regardless of the country of delivery:

Please note that the damage must be reported to the responsible national post office/delivery service or Österreichische Post AG within five working days of receipt of the shipment during normal office hours. Saturday is considered a working day and the date of delivery is included. Unfortunately, damage claims that reach us after this deadline can no longer be considered, as any liability on the part of the postal service is excluded. Thus in such cases we are unable to provide a replacement. Especially for our customers with a delivery address in Germany, it is important that this claim be sent to us without delay, as we must forward it to Österreichische Post AG within the 5-day period and time for forwarding is required.

If you receive a delivery that is visibly damaged or has obviously been repackaged: only open the shipment in the presence of the delivery person and ensure in their presence that that the contents of the shipment are complete and intact.

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 at verkauf@muenzeoesterreich.at. Should the need arise, any damage claims must also be sent to verkauf@muenzeoesterreich.at.

Thank you for your interest. We also ship all of the products on our website to Germany. More information about the amount of our shipping costs (link) can be found under the heading "SERVICE / FAQs / Delivery".

All of our products are shipped to Germany insured and registered with Hermes. The insurance costs depend on the value and are already included in the shipping costs.

Please note that we can only ship packages of up to a maximum value of € 15,000 incl. shipping costs (link), as the postal service does not insure higher values. If your order exceeds this limit, we ask you to divide it into two or more orders and to send us a copy of an official valid photo ID to verkauf@muenzeoesterreich.at. Legal basis: money-laundering legislation under §§ 165 and 278d of the Austrian Criminal Code (Strafgesetzbuch).

We begin shipping approximately three to five working days on receipt of payment or after the date of issue of the product ordered.

You can track the products with the tracking number.

The delivery person may have left a notice in your mailbox and you can pick up the products at the relevant post office branch.

If the products have not been delivered more than one week after shipping, please contact us at verkauf@muenzeoesterreich.at and provide your customer number. We will be pleased to assist you.

Delivery concept, © Africa Studio / shutterstock
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