FAQ

How can we help you?

Getting started

All the most important information to start on GOLD AVENUE

How do I make a purchase on GOLD AVENUE?

Can I speak to someone easily if I have a question?

How do I open a GOLD AVENUE account?

Can I pick up my products in person?

Do I own the precious metals I buy on GOLD AVENUE?

Buy

Adding products to your cart, checkout, Auto-Savings, discount codes

Is there a minimum order amount?

Is there a maximum order amount?

Can I pick up my orders directly at your offices?

Can I instantly store the precious metals I buy on GOLD AVENUE?

Can I modify my order once it has been placed?

To whom can I gift a stored product?

Can I exchange several small precious metal products for one bigger products of the same value?

Can I buy on GOLD AVENUE through my company?

Why can't I generate the certificate in my wallet?

When I make a purchase on your platform, does GOLD AVENUE or MKS PAMP issue my certificate?

How do discount codes work?

Where can I find a discount code?

Can I use several discount codes on an order?

Why doesn't my discount code work?

If my order is cancelled, can I get my discount code back?

Can I pause, change, or cancel my Auto-Savings whenever I want?

What payment methods can I use to set up an Auto-Savings order?

Can I set the price of the products I buy on Auto-Savings?

Do I have to pay for using the Auto-Savings feature?

Do I own 100% of the precious metals I buy on GOLD AVENUE?

Can I ship my Auto-Savings products?

What is cost-averaging, and how does it work?

Payment

Payment methods, payment fees & cancellation, currencies accepted

Which currencies are accepted on GOLD AVENUE?

What payment methods are accepted on GOLD AVENUE?

Can someone else pay on my behalf on GOLD AVENUE?

Can I change my payment method?

What is the 3% surcharge on credit cards payments?

How do I pay by wire transfer?

How much time do I have to make my wire transfer payment?

What happens if my payment isn't received within the applicable time period?

What happens if I don't pay my order after it has been confirmed?

Can I cancel or change my order once it has been placed?

How can I order for less than CHF2,000 without using my credit card?

What happens if GOLD AVENUE doesn't receive the full amount of my wire transfer order?

Does GOLD AVENUE use 3-D Secure?

What if I don't have a 3-D secure?

Can I use my wife's credit card to make a purchase on GOLD AVENUE?

Can I pay in cash for my purchase on GOLD AVENUE?

Is it possible to pay for a purchase in several payments?

Can I use my GOLD AVENUE Pay account to store funds?

Where do you keep the funds deposited on my GOLD AVENUE Pay?

Our products

Our range of products, quality & authenticity, weights

What products are sold on GOLD AVENUE?

Do your products have a positive or negative tolerance?

Do you sell shared gold or allocated physical gold?

Do you express the size of your bars in Troy ounce?

What is the Veriscan™ technology?

How can I be sure that your products are authentic?

What is an ounce and how much does it weight?

Are precious metal bars sold on GOLD AVENUE sealed with a purity certificate?

Is it possible to choose the year of the coins I purchase on GOLD AVENUE?

Do I get an authenticity certificate for every product bought on GOLD AVENUE?

How can I be sure that of the quality of the gold sold on GOLD AVENUE?

My coins came with scratches or dents, is it normal?

Do you sell mutualized precious metals?

Delivery

International delivery, packaging, return policy, delivery tracking

What is your return policy?

Do you ship internationally?

How do you wrap your packages?

How long will it take for my delivery order to arrive?

Is my package insured while in transit?

What should I do if my package appears to have been damaged or tampered with?

Is the full value of my order declared on its customs forms?

Can I send my order to a post office box?

Is a signature required upon delivery or pickup of my products?

Will there be any taxes or duties on my order?

How much does it cost to ship my stored products from the GOLD AVENUE vaults?

Can I track my delivery?

Can I ask for my products to be delivered at home?

Can I deliver an order to another person?

Can someone else sign on my behalf for a delivery?

What if I don't have a post code?

Storage

Storage fees, VAT-free products, wallet & performance, storage security

How can I store my precious metals in the GOLD AVENUE vaults?

Why should I store my precious metal products with GOLD AVENUE?

What are the storage costs on GOLD AVENUE?

How do I pay my storage fees to GOLD AVENUE?

Are my products stored in the GOLD AVENUE vaults, safe and insured?

Are my precious metals always physically allocated?

Can I store my own precious metals in your vaults?

Where are my GOLD AVENUE products stored?

What happens if GOLD AVENUE goes out of business or someone steals my assets?

Am I allocated a serial number for each product?

What happens to my stored products if GOLD AVENUE goes out of business?

Are the GOLD AVENUE vaults audited?

Do I get a certificate of ownership for the products I store at GOLD AVENUE

What happens with the precious metals I store with GOLD AVENUE if I die?

Will my products be stored in GOLD AVENUE or MKS PAMP vaults?

Will the annual audit of the GOLD AVENUE vaults mention my name or my products' serial numbers?

How long can I store my precious metals in your vaults?

What does the insurance cover in case of theft or loss of my stored products?

How do VAT-FREE products work?

How can I monitor the value of my stored products?

Are there hidden fees or commissions when I want to sell my stored products?

How can I redeem my stored products?

Resale

Buyback, payment, home-stored products

Is there a limit to what I can resell on GOLD AVENUE?

Can I sell my precious metals to GOLD AVENUE?

After I resell my products on GOLD AVENUE, when will I receive the money in my account?

Do you buy back the precious metals stored in your vaults?

Can I sell or store precious metals that I have at home on GOLD AVENUE?

Do you buy back products that have been bought on your platform and delivered at home?

At which price do you buy back precious metals?

How do I receive the money from a sale on GOLD AVENUE?

ID check & Security

Due diligence, KYC, personal data verification, privacy

Why did I receive an email concerning a recent login on my account from a new IP address?

How can I be sure that you are a legitimate company?

What happens to my personal data in case of a cyberattack?

Do you share my personal information with third-parties?

What happens if GOLD AVENUE's online data get lost?

What is due diligence?

What happens if GOLD AVENUE's online data get lost?

What is a KYC (Know Your Customer)?

Pricing & taxation

Tax reporting, VAT & Capital Gains tax, market price, product prices

Do you report my precious metals purchases to anyone outside of GOLD AVENUE?

Can my prices change after I have placed my order?

Do you offer discounts on GOLD AVENUE products?

Do I have to pay taxes on the profit made from reselling Precious Metals?

Do I have to declare the Precious Metals I buy on GOLD AVENUE?

Do I have to pay VAT on gold, silver, platinum and palladium?

How can I change the currency on the website?

Can I see which products have the lowest margin?

Where can I see the difference between the buying price and the resale price?

Why does the margin on precious metals products increase on weekends?

Why is the price of the products in my wallet lower than their purchasing price?

What market price do you use to set the metal prices on GOLD AVENUE?

How much is the capital gains tax for precious metal products?

Why is there a price difference between products with the same weight?

Why is there a higher margin on palladium and platinum?

Why is there a higher margin on silver?

Our company

About us, MKS PAMP GROUP, insurance & security

Does GOLD AVENUE have any physical shops?

Is GOLD AVENUE a member of the LBMA (London Bullion Market Association)?

What is the MKS PAMP GROUP?

Still need help or simply want to share your thoughts? Contact us!