If your order is damaged, please contact our customer service team and send us a photo of the damage by email. The processing of your order is fully monitored by cameras, which enables us to investigate your report.

We will then contact you. Depending on your preference, you can come to one of our offices by appointment to exchange the product, or we can schedule an appointment to collect your order. After we have inspected the product at our office and confirmed the damage, we can send you a new product.

When is my product considered damaged?

Your order is considered damaged if the packaging of a gold bar is torn or opened, if clearly visible damage is present on newly minted coins, or if your product is damaged to such an extent that weight is missing.

When is my product not considered damaged?

Many of the products we sell have previously been in circulation. Examples include coins from various years or historical coins. These products may show signs of use. However, all coins are checked by us for authenticity and quality before we resell them.

Signs of use are not considered damage and usually do not affect the value of your investment precious metals.

Silver coins and bars may show tarnish or staining, for example in the form of white or black spots. Gold coins and bars may develop small copper-coloured spots over time.

This is because gold, even with a purity of 999.9/1000, can still contain minute traces of other metals. These may cause slight discolouration over time.

Signs of use, tarnish or copper-coloured spots generally do not affect the saleability or investment value of your gold, silver, platinum or palladium.

Are you unsure? Please feel free to send us a photo of the product by email or contact us by phone.