FAQ

FAQ
Who can make a purchase?

The purchase of our products can be made by a natural person with full legal capacity as well as a legal person.

Can i collect the purchased goods myself?

Yes. Please visit us at our stationary store, which is located in Warsaw at ul. Wiejska 17/11.

Do i have to show identification while purchasing precious metals?

In the case of receiving of an order purchased in our online store, we ask the person collecting the parcel to show an id card to be sure that the goods go to the right hands. This data is not used by us and not stored anywhere.

If you intend to purchase products at our facility with a total value of over eur 15,000, it is our responsibility to check the data of the purchasing party and provide information concerning the transaction to the general inspector of financial information in accordance with the act of 16th november 2000 on counteracting money laundering and terrorism financing (journal of laws of 2010, no 46, item 276).

Is it possible to pay by card in the store?

Thanks to a mobile card reader at our facility, we support contactless payments via payment cards with a chip and a magnetic stripe. It is also possible to make a payment using the telephone.
We accept Visa, Vpay, Mastercard and Maestro.

What if there is no product i am interested in on the metalmarket.eu website?

We suggest using a special form in which you should provide a description of the product that is not available in our store and give the name of the product and/or its brief description, and we will inform you about the product's appearance in our store by e-mail. Using the form is possible only after logging in to the account in our store.

What is a certipack/certicard and why is it worth buying it?

Certipack/certicard is a packaging that bears a mint certificate confirming the authenticity of the goods. At the same time, it protects the bar from damage. Opening certipac may cause problems during the subsequent resale. Therefore, it is worth taking care of the best possible protection of the purchased goods.

Why is there an additional amount added when paying via dotpay.pl system?

It is a payment charged by an intermediary dotpay system, which provides almost immediate entry of the payment in the accounts (however, some delays may occur due to disruptions in the flow of information). The commission amounts to 2% of the total order amount. To avoid this payment, you must make a traditional transfer to a bank account. The data for the transfer can be found in the contact tab.

What gold and silver do we purchase? What does the price depend on?

We purchase gold and silver purchased both from us and from other dealers. Current purchase prices can be tracked on our website devoted to purchase, www.skupzlota365.pl. The price depends on the current stock quotes, the type of product sold, the year of sale as well as the state of preservation.

Do the prices provided in the store include vat?

Product prices are given in gross amounts. In case of gold, products made of this precious metal are exempt from vat. Products made of silver, platinum, palladium, and accessories are subject to a statutory tax of 23% vat.

I forgot my password. What now?

If you forget your password, please click on the hint on the login page – when you enter your login in the given field, a new password will be sent to the e-mail address provided by you during registration. In case of problems, please contact us.

Does setting up an account oblige me to make a purchase?

Absolutely not. Your account will be active for as long as you want and can be removed at any time.

Is it possible to receive an invoice?

Yes. When the order is processed, you will be asked to choose the bill you want to receive – a receipt, an invoice for the company or an invoice for a natural person. In addition, you have the option of deciding whether you want to receive an invoice in a traditional paper form, or via the e-mail address provided by you. If you choose the bill to be delivered to the indicated e-mail address, the receipt from the cash register will be attached to the parcel.

Will i receive a receipt?

We attach a receipt from the cash register and a printed receipt from the system to each purchase. Currently, there two ways of delivering an invoice available for you: a traditional printed invoice attached to the order and an invoice in an electronic form sent to the e-mail address provided by you.

What guarantee do i have that the ordered goods are authentic?

Metal Market Europe Sp. z o.o. is under the jurisdiction of the highest government financial institutions and is registered in the national register of companies. If you feel the need to check the reliability of the store, please go to the regulations page and check the accuracy of the data and registration numbers provided there.

How are coins and bars sent?

Single coins are packed in plastic caps or are sent in original packaging. Larger amounts of coins are sent in mint tubes. Bars are sent in original mint packages. All coins and bars are protected with bubble wrap and sent in company boxes.

What is the deadline for completion of the order?

Products marked with “24h shipment” will be sent within 24 hours after receiving the payment. (orders placed on saturday and sunday will be shipped at the earliest on monday). If the order includes products available in immediate delivery and products available in the forward delivery, the order will be sent/prepared for collection at a maximum date for the given product in the order at the latest.

What forms of payment are available at your store?

The forms of payment depend on the form of delivery. If you select personal collection, we offer:
- payment in cash on site,
- payment by card on site.
When you select a parcel to the indicated address, we offer the following order payment options:
- traditional transfer,
- online card via dotpay service,
- electronic transfer via dotpay,
- cash on delivery (applies only to shipments available in the “24h delivery” tab).

What are the forms of delivery?

You can pick up your order free of charge in our facility in Warsaw (the address can be found in the contact tab). We offer shipment of purchased products via Poczta Polska, Pocztex courier, UPS courier, DPD courier, and DHL courier. In addition, it is possible to collect the order in one of the many inpost parcel machines and in the selected ruch kiosk.

Is shipment abroad possible?

In case you are interested in sending an order abroad, you can choose one of many options:
- UPS courier,
- DHL courier (including cash on delivery),
- DPD courier.

Can i place an order via phone or e-mail?

We invite everyone to contact us by phone and via e-mail.

Is purchase through the metalmarket.eu store website safe?

Our online store uses SSL encryption. Thanks to this, all personal data that you send to us is encrypted and protected from third parties. The data you provide is used only to place an order and constantly improve our services. Without your permission, they will never be passed on to third parties.

How to receive a notification about the return of the product to sale?

Notifications about the re-availability of the product are sent to customers who created an account in our store and added the product to the observed.

What do i do if i receive a damaged parcel?

In case the package of the parcel is damaged, please refuse to accept it and prepare a protocol; the parcel will remain with the addressee. We guarantee that we will help in the process of sending the goods back to our store and in further processing of the case.

I have subscribed to the newsletter, but i do not receive e-mails from Metal Market Europe

Check if the e-mails are in the spam folder. You can also verify if your customer account has a valid e-mail address. If the e-mail address is correct and the messages are not in the spam folder, please contact us, we will try to help you.

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