Frequently Asked Questions

To save you time, we offer a selection of frequently asked questions

Ordering goods

How can I order your goods?


The easiest way is to place an order in our e-shop, where you can also choose the delivery and payment method using simple steps. You can also order by e-mail, by post or by calling our customer service line on 232 003 050. Of course, you can also select the goods in our brick-and-mortar stores with the help of our investment advisors.

How do I find out the current status of my order


We will inform you by e-mail about all steps in the processing of your order. However, if you take advantage of the option to create acustomer account, you can then easily track the progress of your order online.

How do I know if my shipment has been dispatched?


We will inform you by e-mail when your shipment has been dispatched.

What is the deadline for me to collect the goods?


In case you want to pay cash on delivery in one of our stores, we reserve your selected goods for 5 days. If you choose to pay by bank transfer, you can pick up the goods in our stores at any time during opening hours after payment of the price.

Can I order goods by phone?


Yes, you can order the goods by phone on the customer service line 232 003 050.

Can I change my order?


After the seller confirms your order, your order becomes binding. Binding confirmation of an order created online means pressing the "Confirm order" button on the checkout page. If the buyer decides to change the order after it has been duly confirmed, he is obliged to report the change as soon as possible. The seller is not obliged to accept a change of order at the moment when the goods are ready for shipment or he has already handed over the goods according to the original order to the carrier.

Can I cancel my order?


An order that has not yet been processed can be cancelled by calling the customer service line at 232 003 050 or by e-mail.

Can I order, pick up or pay for goods on the weekend?


During the weekend or public holidays, goods can only be ordered via our e-shop. Telephone and e-mail orders, as well as confirmation of your payment by bank transfer, are processed on weekdays when our shops are also open. Here you can pick up the goods or pay in cash.

Register at

Do I need to be registered to purchase goods?


Registration is not required to purchase goods through our e-shop.

Do I get any benefits from registration?


Your customer account has a number of benefits. By registering, you get an overview of your orders and can sign up for information emails about new goods.

Do you offer any discounts to registered customers?


Our company does not currently offer discounts on goods.

Do you charge a fee for registration?


Creating and using your customer account is of course free of charge.

How can I change my registration details?


After logging in to your account, you will find a link in the administration called 'Preview or change my information' where you can change your details. The changes you make in the registration form will be reflected immediately.

How do I sign up for news from your store?


After logging in to your account, you will find the link ´Subscribe or unsubscribe to news´ in the administration. You have several settings that you can change either directly in your account settings or via a link in the newsletter emails you receive.

I am actively interested in price developments. Where can I get regular information?


One of the bonuses we offer to our registered customers is regular precious metals market analysis. On this page you will also find a regular selection of the most interesting news from the world's commodity trading news websites.

Products

How do I find out the availability of goods?


For each product in our e-shop we inform about its availability. If your selected product is listed as 'In stock', it means that it is available for immediate collection or dispatch. Goods will be available for order within 15 working days. If an item is marked 'Out of stock', it is not currently available. If you are interested, we recommend filling out a non-binding request form, which you will find next to each item marked as 'Out of Stock'.

Can I order goods that are not in the catalogue?


Unfortunately, we cannot guarantee delivery of such goods. However, we will do our best to fulfil your request. Please contact us by e-mail.

Can I order and purchase goods without providing personal data?


Yes, a simple cash receipt can be issued for cash payments up to CZK 10,000. However, if this is lost, it is not possible to subsequently prove that the goods were purchased in our shop. This complicates your position in the event of a sale of precious metals to a third party. Experienced investors usually do not purchase coins or bullion without proof of origin.

Can I buy precious metals for my company?


Yes, we offer this option directly in our registration form.

Can I order a traditional paper catalogue from you?


Sorry. The range of our goods and the price of precious metals on the world markets are constantly changing. For this reason it is technically not possible to publish a classic paper catalogue of our goods.

The price of my selected goods has suddenly changed. Why?


The reason is the constantly changing price of precious metals in world market trading. However, you canfix the price.

Payment

Can I pay for selected goods by card?


Unfortunately, payment by card is not possible for investment gold and silver. Other products on our website can be paid for by card. For more information, please click here.

What is the maximum amount I can pay in cash?


According to Act No. 254/2004 Coll., a maximum amount of CZK 260,000 or its equivalent in foreign currency can be paid in cash based on the current exchange rate of the CNB. Higher amounts can only be paid by bank transfer or deposit to the Sellers' bank account.

Can I pay for your goods by cheque?


Unfortunately, we do not offer this method of payment. For more information on payment terms, please click here.

Can I send cash by courier?


Unfortunately we do not offer this option. In case you want to fix the price immediately and you cannot come to one of our stores, we recommend that you deposit the relevant amount between 10:00 and 17:00 on a working day (except public holidays in Western Europe) into our account, which can be found in the Contacts section.

What is price fixing? Why should I fix the price?


The answer to your question can be found here.

Does price fixing apply even if there is a significant change in the exchange rate?


Of course, any change in the exchange rate of the koruna that takes place after your price fixation has no effect on the price you have already paid.

Can I deposit cash at the shop after the fixation period?


Yes, cash can be deposited at our stores during all store opening hours, however, fixing of investment metals can only be done until 5:00 pm. After 17:00, you can use the deferred fixing on other days. Prices of investment metals are fixed every weekday by telephone from 9:00-17:00 on the customer service line 232 003 050 and from 10:00 in person at individual branches.

Delivery method and date

Within what period do you guarantee delivery of the goods?


We will dispatch your order as soon as possible. However, we do not guarantee a specific delivery time.

Can you send me the goods by post?


Yes, we offer delivery by Czech Post, which delivers this type of valuable shipments. More information about delivery by Czech Post can be found here.

Which courier service do you use?


We currently use the services of the Czech Post and Zásilkovna.

Can any items from your shop be sent by post/courier?


We only use the services of the Czech Post for goods up to the value of CZK 1,000,000. Goods with a higher value can only be collected in person at one of our stores.

Is it possible to send your goods COD?


We only send goods up to the value of CZK 50,000 by cash on delivery. More information about delivery via Czech Post can be found here.

I would like to receive the goods discreetly. Can you arrange this?


Of course, all of our shipments are packed in the most discreet way. More information can be found here.

Our stores

Where can I find your stores?


You can find all our current branches here

When are your stores open?


You can find the opening hours of our stores here.

Price for shipping

What price do you charge for shipping?


Shipping prices can be found here.

How much do I pay for shipping your goods abroad?


Prices for shipping abroad can be found here.

Invoices and other documents

Do I get a certificate when I buy goods?


Each item offered in our e-shop has a different method of certification of origin and authenticity, e.g. the actual embossing on the investment ingot and paper certificates. If you have any questions about the method of certification of specific goods, we will be happy to answer them on our customer line 232 003 050 or by e-mail.

I would like to have my coins appraised. Do you provide this service, do you issue any certificates?


We only price coins by phone or email agreement. For valuations or redemption, please contact our advisors at individual branches. Contacts can be found here

Gold and silver redemption

How do I go about buying gold and silver?


All information on redemption can be found here.

Do you guarantee to buy back precious metals I have purchased from you?


You can find all the information about buyback here.

Will you also buy back precious metals that were not purchased in your store?


You can find all the information about buyback here.

I have acquired ingots/minces that were purchased from you. Can you guarantee a buyback?


All information about buyback can be found here.

I want to sell my ingots/mints to you. Do you require any documents/certificates?


All information about buyback can be found here.

I would need to value the coins. How much will I pay for your services?


We only value coins by phone or email agreement. For valuations or redemptions, please contact our advisors at individual branches. You can find the contacts here.

Do you also buy historical coins?


All information about buying collectible and historic coins can be found here.

Claims

I have received damaged goods. What should I do?


Please inform us by phone, e-mail or by letter sent to our Prague store address. Please file a claim immediately after you have discovered the defect. The claim must include the order number, a copy of the invoice and, in particular, a detailed description of the defect found. We will process the claim without undue delay within thirty days of the date of claim.

Do you provide a retroactive discount for damaged goods?


We do not provide a discount for damaged goods. In the case of a justified claim, we will of course replace the goods.

My shipment did not arrive. What should I do?


If you do not receive your parcel, please inform us immediately on the customer service line 232 003 050.

I want to make a claim and I cannot come in person. Can I send the goods by courier?


Under no circumstances use a courier service to send goods for claim! Please send damaged goods via Czech Post as a valuable letter to our Prague store address.

Why buy gold or silver?

What are the advantages of owning precious metals?


Precious metals have always been a safe way of preserving the value of property. For more information, please click here.

Gold has been losing value recently. Is it still a good investment?


Of course! Gold has proven its ability to preserve the real value of assets several times in human history. For more information, click here.

Is it better to buy gold or silver?


Unfortunately, there is no clear answer to this question. Silver proponents argue primarily for the necessity of silver as a very important industrial metal. There are defacto no quality surface silver deposits in the world anymore. The metal must therefore be mined from ever greater depths and is virtually always found in ore along with other precious metals. If miners want to exploit these deposits, they must therefore produce other metals along with silver, thereby reducing its price on the market. This is economically disadvantageous for them. Moreover, silver is currently significantly undervalued, and a correction in this situation could occur by a sudden sharp rise in its price.

Investment coins are worth more than bullion. Why?


The slight difference in price between an investment coin and an ingot of the same weight is that the coin has its own mintage. And it also has a number of advantages over bullion.

What are the advantages of investment coins over bullion coins?


First and foremost is liquidity - coins still have slightly better liquidity than bullion, especially with banking institutions. As a rule, every bank in the world deals with only one refiner. It is therefore a given that it sells, and therefore buys, only that brand of bullion. Unlike the most famous coins from the so-called "Good Delivery List", which are usually sold, and therefore redeemed, by most banks in the world. Another significant advantage is mobility - each investment gold coin carries a so-called denomination, or legally recognised value, which is guaranteed by the national bank of the country in question. For example, if you buy a 1oz Maple Leaf gold coin, it has a face value of CAD 50. So if you want to travel with, say, 20 coins to another country, you can declare on your customs declaration that you are carrying 20x CAD 50, or CAD 1,000, which is no problem. However, if you state that you are carrying 20 ounces of gold, you may run into the problem of the import quota for that country.

Didn't find the answer to your question? Use our customer service line 232 003 050