FAQ

Contact information

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Buy from us

• How do I open a GOLD AVENUE account?
• How do I make a purchase on GOLD AVENUE?
• 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?
• What products are sold on GOLD AVENUE?
• Do your products have a positive or negative tolerance?
• Does GOLD AVENUE have any physical shops?
• Can I modify my order once it has been placed?
• Do you sell shared gold or allocated physical gold?
• 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?

Payments

• 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 cancel or change my order once it has been placed?
• 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?
• 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?

Shipping and return

• Do you ship internationally?
• How do you wrap your packages?
• How long will it take for my delivery order to arrive?
• What is your return policy?
• 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?
• 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?

Pricing

• Can my prices change after I have placed my order?
• Do you offer discounts on GOLD AVENUE products?
• 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?
• Do you express the size of your bars in Troy ounce?
• 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?
• 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?

Selling to us

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

Secure storage

• 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?
• How much does it cost to ship my stored products from the GOLD AVENUE vaults?
• 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?
• Do you buy back the precious metals stored in your vaults?
• 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?

Data & Verification

• 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 is due diligence?
• What happens if GOLD AVENUE's online data get lost?
• What is a KYC (Know Your Customer)?
• What happens if GOLD AVENUE's online data get lost?

Discount codes

• 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?

Customer Service

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

Taxation

• Do you report my precious metals purchases to anyone outside of GOLD AVENUE?
• 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?
• How much is the capital gains tax for precious metal products?

Precious metals

• 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?

Our Group

• Is GOLD AVENUE a member of the LBMA (London Bullion Market Association)?
• What is the MKS PAMP GROUP?

Storage solution

• Do you sell mutualized precious metals?
• 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?
• Can I pick up my products in person?

Auto-Savings

• 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?
• Can I ship my Auto-Savings products?
• Do I own 100% of the precious metals I buy on GOLD AVENUE?
• What is cost-averaging, and how does it work?