Browser Update required

Welcome to our website.

Unfortunately, you are using an out-of-date browser version that does not support all the features of this web site.

For security reasons and for a better surfing experience, we ask you to update your browser to the latest version.

FAQs about Delivery and Shipping

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 "Order Overview" in your user 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 logistics partner, 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 logistics partners, you should choose an alternative delivery address for deliveries from Münze Österreich AG.

All Austrian Mint deliveries in Austria are insured by the Austrian Post AG and sent by registered mail. You can track and trace your package at all times using our online tracking service. Parcels of a value up to € 510 are sent as domestic parcels, from € 510 to € 1,500 as EMS parcels and from € 1,500 to a maximum of € 15,000 as sealed insured parcels.

All items are only insured against loss, theft or damage for their stated value. The market value of the item can be up to €15,000. Investment coins and gold bars can therefore also be sent to you by post quickly, conveniently and without risk. 

Shipping costs Austria:

Order value in Euro

Austria

Up to € 100

€ 9,00 excl. VAT

From € 100 € to € 500

€ 15,00 excl. VAT

From € 500 to a maximum of € 15,000

€ 20,00 excl. VAT

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

Registered mail and safety distance

Due to Covid-19 distancing measures, the handover of a consignment does not currently require receipt of a delivery to be signed for, as a safety distance of 1-2 metres from the recipient must be maintained. Even registered letters and insured packages are currently not being delivered from hand to hand. Deliveries for which a signature is required are, once the doorbell has been rung and a verbal communication given by the deliverer, placed in the letter box or may be left on your doorstep without warning, even in the case of an insured package or registered delivery. The customer does not have to sign and the deliverer effectively does so in the customer’s name.

Please check if you have an existing drop-off contract with your postal service. We strongly advise against this. If you do have such a contract, please choose an alternative delivery address for deliveries from the Austrian Mint, otherwise the deliverer is within his/her right to deposit registered deliveries at your selected drop-off location, including on your doorstep. In such an event, your package is no longer covered by insurance.

The route and status of registered items can be tracked online at any time using a unique consignment number unless you have a drop-off contract, because in such cases no signed confirmation of delivery is required. 

Fast shipping, neutral packaging

As a rule, orders are prepared for dispatch and handed over to the Austrian Post AG/UPS within 1-2 working days of receipt of payment. From that date on, the specified parcel delivery time (for Austria 1-2 working days) is to be taken into account. You will then receive an e-mail with the shipping confirmation and tracking number. You will receive your parcel in neutral and discreet packaging, so that no conclusions can be drawn about the parcel’s contents.

All parcel shipments are sent exclusively as insured registered parcels to destinations in the country list. For each country, different maximum value limits for online orders and different parcel delivery times apply. As a rule, ordered products will be prepared for shipment and handed over to the postal service within 1-2 working days of receipt of payment. From that date on, the specified parcel delivery time (see country list) is to be taken into account.

You will receive your parcel in neutral and discreet packaging, so that no conclusions can be drawn about the parcel’s contents.

Countries not included in this country list cannot currently be delivered to.

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:

We have just found new logistics partners for the countries according to the country list, so you can already benefit from the improvements immediately. As we are still working on details, we will not yet pass on the new logistics costs and you will still receive the original shipping costs charged in your online order until 1.8.2020.

EU countries and other european countries:

Order value in Euro

Shipping costs country list

Up to € 500

€ 19.00 excl. VAT

From € 500 to € 1,000

€ 25.00 excl. VAT

From € 1,000 to a maximum of  € 15,000

€ 25.00 excl. VAT

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:

Order value in Euro

country list

Up to €  500 

€ 40.00 excl. VAT

From € 500 € to € 1,000 

€ 45.00 excl. VAT.

From € 1,000  to € 3,000 

€ 50.00 excl. VAT.

From € 3,000 to € 6,000 

€ 60.00 excl. VAT.

From €  6,000  to € 10,000 

€ 70.00 excl. VAT.

From € 10,000 to a maximum of € 15,000 

€ 80.00 excl. VAT.

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.

 

All further questions about the ordering process, the delivery costs for shipping, etc. can be found under Service/FAQs/Delivery.

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 "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 at verkauf@muenzeoesterreich.at.

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 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:

  • If your parcel is obviously badly damaged upon delivery and/or there is a suspicion of a possible shortage, please refuse acceptance with this reason and inform the Austrian Mint directly by e-mail to verkauf@muenzeoesterreich.at about the incident.
  • Should a shortage become apparent after delivery, please contact the Austrian Mint 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.

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

  • If your shipment is obviously severely damaged upon delivery and/or there is a suspicion of a possible shortage, please refuse acceptance with this reason and inform the Austrian Mint directly by e-mail to verkauf@muenzeoesterreich.at about the incident.
  • Should a shortage become apparent after delivery, please contact the Austrian Mint 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.

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

Please note that the damage must be reported to the responsible logistics partners 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 logistic partners 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 our logistic partners 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.

Our new logistics partner for Germany is UPS, through whom we are now able to offer you an improved service. As a rule, ordered products will be prepared for shipment and handed over to the postal service within 1-2 working days of receipt of payment. From that date on, the specified parcel delivery time (for Germany 1-2 working days) is to be taken into account.

Order value in Euro

Shipping costs Germany

Up to € 85

€ 9.90 excl. VAT

From € 85 to € 500

€ 19.00 excl. VAT

From € 500 to a maximum of € 15,000

€ 25.00 excl. VAT

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

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

From this date on, the specified parcel delivery time (see list of countries) must be taken into account.

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.

Please e-mail us at verkauf@muenzeoesterreich.at and provide your customer number. We are always pleased to welcome you, but your health is very important to us. We are therefore extending the pick-up period for the products you have ordered and already paid for until 7 September.

Please note that we are only able to reserve the investment products you ordered for two weeks. However, our collector coins can only be issued after the respective date of issue. Combined delivery is not possible due to the daily fluctuation in the exchange rate for gold.

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.

Delivery concept, © Africa Studio / shutterstock
{{{text}}}