FAQ
FAQ
How can we help you?
Getting started
All the most important information to start on GOLD AVENUE
Buy
Adding products to your cart, checkout, Auto-Invest, 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-Invest whenever I want?
- What payment methods can I use to set up an Auto-Invest order?
- Can I set the price of the products I buy on Auto-Invest?
- Do I have to pay for using the Auto-Invest feature?
- Do I own 100% of the precious metals I buy on GOLD AVENUE?
- Can I ship my Auto-Invest 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 transferred 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
Still need help or simply want to share your thoughts? Contact us!