Gold De Royale
Invest in Gold Bars, Gold Coins and Silver Bullion with Gold De Royale
“Royalty and Eminence Comes with Gold”
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Frequently Asked Questions
How do I place an order to buy precious metals (gold, silver, platinum, palladium bullion)?

 

All orders must be placed online via our website. Customers, please note that you cannot place phone orders, nor do we accept phone orders.

 

a) If you do not have an online account with us, please register on our website under “New User Registration on our home page and activate your account.

b) Once you have activated your account, you can log into your account and start purchasing from us.

c) If you are paying via bank or electronic wire transfer or bank deposit, on our Home Page you will see a section called “Payment via Bank Wire Transfer”. Click on that section and you can purchase the bullion items you want.

d) If you are paying via credit card, then click on the products under “Gold Bullion”, “Silver Bullion”, “Platinum Bullion”, “Palladium Bullion” and purchase it using your credit card.

 
Is GST (goods and service tax) applicable for bullion purchases?
Bullion like gold, silver and platinum in investment form are GST exempt.
 
Which internet browser do I need to use when purchasing bullion or when I browse through Gold De Royale website?

We recommend using Internet Explorer, Mozilla Firefox or Google Chrome. Other web browsers may also be compatible with our website. We advise customers to clear your internet browser cache if you are having any issues when purchasing/navigating through our website.

 
Are the prices for bullion (precious metals) shown on the website in Australian dollars?
Yes, all prices shown on the website for all bullion products are in Australian dollars.
 
Why is the Swiss gold bar considered to be one of the best in the world? Isn’t a gold bar the same regardless of where it is from?
No, gold bars are not the same regardless of where they are from. For example, a car made in Australia and a Rolls Royce made in the United Kingdom are, at the end of the day, both cars used to transport people. However, it is the quality and precision of how they are made which makes them unique and magnificent.
Furthermore, the London Bullion Market Association (LBMA, www.lbma.org.uk) recognises only five gold refining companies in the world as approved Good Delivery Referees out of 600 Precious Metal Refiners. They are:

PAMP Gold of Switzerland
Argor-Heraeus of Switzerland
Metalor Technologies of Switzerland
Rand Refinery Limited of South Africa
Tanaka Kikinzoku Kogyo K.K. of Japan

The LBMA could take the attitude that all gold refining companies produce 999.9 pure gold. Unfortunately this is not how it works in international gold markets. The LBMA is the most prestigious gold association in the world, where gold prices are fixed, and the five Good Delivery Referees represent the highest quality attainable. That is why Gold De Royale believes in selling only the best to our customers, giving good value for your money.
 
I have sent an email to Gold De Royale and I have not received any reply yet.

As emails can get lost in cyberspace we may have not received it. In such cases, please resend the same email. Your email WILL NOT BE answered by us if it falls in any of the following categories:

·         Is a spam or is any sort of marketing email.

·         Is a scam.

·         You want to purchase precious metals from us on your own terms and conditions and not on our terms and conditions.

·         The answer to your question is already listed on our website.

·         You want to know information that we classify as Confidential and Privileged.

·         Is defamatory in nature or your email contains information that we classify as absurd.

·         We are not interested in doing business with you.

 
During what hours can I place bullion orders via bank wire transfer option?

Bullion orders via bank wire transfer can be placed only during Gold De Royale business hours and during our working days. Any orders placed outside of our business hours via bank wire transfer option will be rejected by our system. 

 
There are many gold refining companies that sell gold bars. How do I know which company to choose before I buy their gold bar?
You need to make sure that the precious metal refiner which manufactures the bullion is recognised as a Good Delivery Refiner or as a Good Delivery Referee by the London Bullion Market Association. You will be surprised to know that many multi-billion dollar gold companies in Australia and around the world are not even listed, or have even been removed from, the Good Delivery List of Acceptable Refiners. The London Bullion Market Association uses stringent criteria for recognition purposes. As a customer, you need to make sure that you are getting good value for your money.
 
I have registered on your website as a new user and I did not get an email to activate my account with Gold De Royale.

Make sure you check your Inbox well. If the activation email is not in your Inbox, check your Junk or Spam mail folder as some emails may get stuck in these folders. If it is still not present, email us and we will activate your account manually.

 
Who can buy bullion (precious metals) from Gold De Royale?
We sell to individuals, companies, investment firms and SMSF.
 
Can I come in person and have a look at the different gold/silver bars that you have?
Due to security reasons and the high risk of hold-ups, we cannot accommodate this.
 
What is the difference between a cast bar and a minted bar?
A cast bar is a bar that is taken directly from a cast and is no longer refined. A minted bar is a highly refined bar which is aesthetically more pleasing than the cast bar. Therefore, minted bars are more expensive than cast bars.
 
Once I have made my purchase can I come in person and collect my order?
Due to security reasons and the high risk of hold ups, we cannot accommodate this. We do not have a walk in facility for customers. We can only ship your order.
 
How do I place an order for payment via bank wire transfer/bank deposit?

If you would like to pay by bank wire transfer/electronic wire transfer/bank deposit, you would have to place an order online as follows:

1)     On our home page, near the top, you will see a section called Payment via Bank Wire Transfer. (You would need to use Internet Explorer, Google Chrome or Mozilla Firefox.)

2)     Choose the products that you would like to purchase. Products are categorized into gold bullion, silver bullion, platinum bullion and palladium bullion. Please choose the desired quantity you wish to order and click on Proceed to Check Out, which is located at the bottom of the page.

3)     Once you click Proceed to Check Out, you will come to the next page called Shopping Cart.

4)     Confirm your order here by checking the items and quantity. Once you are satisfied, click Check out.

5)     You will be asked to Login to your account. You will need to have an online account with us. If you do not have one, you will need to register yourself online before proceeding.

6)     Once you login to your account, you will come back to the Shopping Cart page and then click Proceed to Check Out.

7)     Proceed further and you will then come to a page called Please review and confirm your order details as follows.  Please make sure you read the IMPORTANT ORDER INFORMATION section.

8)     If you have any comments or shipping/billing instructions, please add them into the respective box.

9)     When you are satisfied with everything, please proceed to submit order.

10)  Our banking details and the total amount payable will be provided to your email address after you check out.

 
Do you buy back gold/silver/palladium/platinum bullion bars?
Yes we buy them back from customers who have purchased from us. If you did not buy the bullion from us, then we cannot buy it back.  
 
I have a query and I did not receive a phone call back.

Customers, due to the large amount of phone calls we receive, it is not possible for us to return every call. In 99% of all phone calls we receive, people ask questions for which the answers have already been posted on our website, for example - price of bullion, shipping questions, how to place an order and other queries. We have invested heavily on information technology and our website contains all the necessary information you require to place an order with us.  If you do have any questions, we expect all customers to email us with their queries.

 
My bank does now allow me to transfer more than $5,000.00 per day and it is very frustrating when purchasing bullion on a regular basis. Can you mention a bank that allows a higher transfer limit?

Westpac and Commonwealth Bank allow its customers to transfer large amounts and we can commend these two banks if you are looking to purchase bullion on a regular basis.

 
Can I place a phone order?

We do not accept phone orders. All orders must be placed online through our website.

 
How do I contact you if I need to enquire about something?
The best way is to email us.
 
To which address do I need to send my ID or SMSF documents?

All documents must be strictly posted to “The Compliance Officer, Gold De Royale, PO Box 971, Spring Hill, QLD 4004”. Ensure that all documents are posted to the above postal address and you dispatch it either by Registered Post or by Express Post Platinum. We will email you once we receive the documents.

 
Why does my silver bar/coin have brown discolouration or tarnish?

When silver comes in contact with air, it naturally reacts with hydrogen sulphide in the air to create a very thin layer of tarnish. This is a natural process. High humidity climates, prevalent in Australia, will accelerate the tarnishing process, depending on your geographic location.  Based on the finishing of the coins/bars, this process might be faster or slower.

 
Does the price of bullion on Gold De Royale remain the same?
No, our prices are updated automatically 24/7, 365 days a year.
 
Can brown discolouration or tarnish reduce the value of my silver bar/coins?

No, tarnish or brown discoloration cannot reduce the value of silver bullion because tarnish is a natural event. Moreover, you have purchased the silver bullion as an investment item not as a collector or a proof coin.

 
Is there any limit imposed on credit card purchases?
For security purposes credit card transactions done online are limited to $5000 (excluding shipping, insurance and credit card surcharge). You will not be able to place purchase orders online for more than $5000 by credit card. This limit is only applicable to credit card transactions online. You can still pay by credit card for more than $5000, if you contact us via email prior to placing your order.
 
Why do even some brand-new minted bars (bullion) have scratches or streak marks?

Because the bars are minted in a large chunk of blocks, they will have scratch or streak marks. Again, this in no way reduces the value of the bullion.

 
Is there any way that I can protect my silver bars from tarnish or further discoloration?

Yes you can, but you still need to remember the golden rule which is tarnish on silver is a natural event. You can store your silver in airtight containers and add one bag of silica gel to the airtight container.  The silica gel bag will absorb the moisture from the container.  You may also use airtight bags that are suitable to store silver.

 
Are credit card transactions secure on Gold De Royale?
Yes, credit card transactions are secure. Gold De Royale uses VeriSign®, the leaders in online security. This will ensure that your information sent to our web server is encrypted and scrambled, making it secure.
 
Why do cast bars have imperfections, scratches and abrasions?

As cast bars are used for investment purposes, they do not need much refining. Because they are taken directly from a cast, they will have the above-mentioned imperfections. As an investor, you need to remember that the value of a cast bar mainly depends on the refiner who manufactures them. Therefore, before buying a cast bar, make sure that the refiner who refined them is an approved Good Delivery Refiner of the London Bullion Market Association.

 
I have transferred the money from my bank account to yours. How do I provide a print screen proof that I have transferred the money?
This is very simple. Once you have transferred the money you will get a confirmation on your computer screen saying that the money has been transferred. When you see this message, on your keyboard you will see a key called “Prt Scr” or “Print Screen”. Press this once or twice. Then open Microsoft Word and, in a new document, paste the print screen and save the document. Once you have saved the document, you can send it to us via email.
 
I placed an order via the bank wire transfer method and I did not receive an order confirmation email with the total payable.

When you place an order via bank wire transfer mode you will get an automatic email confirmation of your order and the total payable with our bank details (within one to three minutes). Sometimes the order confirmation email may be stuck in your junk mail folder or spam mail folder. Sometimes it could be blocked by your mail server (like Opus Webmail or Virgin Broadband mail and others).  We would advise customers to check their junk mail folder or spam mail folder first for the order confirmation email. If it is not in these folders, email us and we will forward your order confirmation email.  

 
I use a Mac and I cannot find the “Prt Scr” or “Print Screen” key on the keyboard in order to take a print screen proof of the wire transfer.

Press the following keys simultaneously Shift-Apple-3 on a Mac to take a screenshot.

 
For credit card transactions, do in need to provide a copy of my credit card?

Yes, for all credit card transactions you need to provide us with a clear copy of the front and back of your credit card and also a certified copy of your driver’s licence or passport (fax copies and email copies are not allowed). This copy has to be certified as a TRUE COPY by a Justice of Peace or from any Australia Post Office. We only accept certified true copies. You need to post the true copies to us. Post them to: The Compliance Officer, Gold De Royale, PO Box 971, Spring Hill, QLD 4004.

 
How do I know when my order has been dispatched?
As soon as your order has been dispatched we will send you an email stating that your order has been shipped.
 
What security measures do you take when sending bullion?
All our packages are carefully and discretely wrapped by two of our staff. Each item is checked independently and countersigned before the contents are sealed in the box for each customer. A special security tape is wrapped around the box, which if removed will clearly show evidence of tampering. Before dispatching all purchase orders, we keep a record of each Swiss gold bar serial number that we dispatch, so that, if it gets lost or stolen during transit, we can report it to the appropriate authorities for investigation. We do not give any indication on the packaging as to the contents inside.
 
Do all bullion items look exactly as per the photos on the website?

Photos for all bullion products shown on the website are for illustrative purposes only. They are sold as an investment item, for investment purposes only (Gold De Royale does not sell them as gift items). In international precious metal markets, bullion items like gold and silver are classified as currency under International Standard Organisation (ISO) regulations. Therefore, there may be differences in packaging or design as these are changed by the refiners all the time.

 
How do I obtain a security code to place credit card orders?

A security code can be issued only to customers who have provided documents for a 100 points identity check. Once we receive your identity documents we will issue via email your unique security code. Security codes cannot be disclosed via phone (please do not phone us for a security code).  Please read Terms and Conditions of Purchase clause 1.6 “Customer Identification Requirements” for more information about the 100 points identity check.

 
Do you ship bullion (gold/silver/palladium/platinum) internationally?

Yes, we do ship to many countries. Please note that due to security restrictions we do not ship to some countries. Shipments are dispatched by FedEx International and will require a signature on delivery. For international customers, we only accept payments via bank wire transfers (no credit cards or PayPal). Larger purchases can be sent via our designated security company (Brinks International). Please contact us via email at customercare@goldderoyale.com.au if you would like to buy our gold/silver/palladium/platinum bullion products. We can send you all the necessary information once you contact us via email.

 
Is my personal information safe?

Gold De Royale takes security very seriously. Our security measures protect the loss, misuse and alteration of all information under our control. Our system is based on the SSL (Secure Socket Layer) encryption standard. Provided you are using an SSL- compliant browser such as Microsoft's Internet Explorer or Mozilla Firefox, you will be able to conduct fully-protected transactions that encrypt all of your personal information, including your credit card number, name and address, so that it cannot be read as the information travels from you to Gold De Royale. Furthermore, all of the customer data we collect is protected against unauthorised access.

 
I have purchased some precious metals from another bullion dealer. Can I store this bullion with Gold De Royale?

No this is not possible at all. 

 
Once the package is dispatched, how long will it take to receive the order?

Deliveries within Australia can take between one to nine business days, depending on your location within Australia. International shipments via FedEx International can take up to six or seven business days for delivery.

 
Can you ship my order to a post office (PO) box?

Yes we can ship to post office (PO) boxes via registered mail and via courier services, subject to Gold De Royale's Shipping Terms and Conditions. This may not always be possible for high value shipments.

 
I would like to have my bullion stored with Gold De Royale. Is this possible?

Yes we can do this for you provided you have purchased the bullion from us.

 
What are the costs associated with storing bullion with Gold De Royale?

Please email customercare@goldderoyale.com.au to find out the fees associated with storage.  

 
What sort of storage option does Gold De Royale provide?
We provide allocated storage. For example: if you purchase PAMP Gold bar one ounce, we provide allocated storage for that item. All bullion items are insured when stored with us.
 
How do I give feedback?

Gold De Royale complies with our customer satisfaction standard as part of its auditing requirements. We regard feedback as the key to understanding the needs and expectations of our customers. We welcome your complaints, compliments, comments, suggestions and views on any aspect of our service because we believe that this will help us to serve you better. We do not accept feedback in relation to your non-compliance with our Terms and Conditions of Purchase. You can give feedback by emailing us at customercare@goldderoyale.com.au